AccountId: 011433970860
ContactId: f817205f-7e32-4f4d-b64e-21ce2212557a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264649 ms
Total Talk Time (AGENT): 78490 ms
Total Talk Time (CUSTOMER): 101719 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/f817205f-7e32-4f4d-b64e-21ce2212557a_20250220T21:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I just missed your call. Sorry about that.
[AGENT][NEUTRAL] Yeah, that's fine. Um, how are you this afternoon, Mr. O' [PII]?
[CUSTOMER][POSITIVE] I'm doing really good. I appreciate you getting to me.
[AGENT][POSITIVE] You're so very welcome. Um, you were calling about your disability?
[CUSTOMER][NEUTRAL] Yeah, I just, I, I have a discrepancy in my math because um.
[CUSTOMER][NEUTRAL] It shows I know my last.
[CUSTOMER][NEUTRAL] Payment was paid out I think on [PII].
[CUSTOMER][NEUTRAL] Um, I went back to work on [PII].
[CUSTOMER][NEGATIVE] So my map shows that I was out 12 months, but I didn't, I, I, my math doesn't show that I was paid the full.
[CUSTOMER][NEUTRAL] 12 months, uh.
[CUSTOMER][NEUTRAL] Uh, amount for my policy.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, right. Um, the reason that we only paid you up to um 12:31 is the doctor, when the doctor filled out the claim form in September, um, he had you returning to work on [PII] of this year.
[CUSTOMER][NEUTRAL] OK, so, um, now 1110 would have been a full 12 months.
[AGENT][NEUTRAL] Right. But we need, we need your, we would need a new form from your physician.
[AGENT][NEUTRAL] Um, showing.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm not really, I'm not concerned really about the seven days. I know that was a little, it's kind of tough, but my math shows that it was like $3000 less because it's a, um, $3000 a month for 12 months. That should be $36,000 and I was only 7 days shy of being off 12 months and I didn't receive the 36, I only received I think a little over $33,000.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so let me see how much we paid just one second.
[AGENT][NEUTRAL] Again, Mr. [PII], let me, um, let she when when she gave me the message, she did not tell me that this is what you needed.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, she, she, she just said there was a discrepancy in your return to work, um, but yes, sir, let me, um, do some research on this, um, and then I can give you a full breakdown tomorrow of exactly everything that we paid.
[CUSTOMER][NEUTRAL] OK, yeah, sure.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, that would be great I appreciate that and the documentation, um.
[CUSTOMER][NEUTRAL] If I submitted the one because um my doctor put me back to work on the [PII], not the [PII], so do you just need that last um document showing that I went back on the [PII] from my doctor?
[AGENT][NEUTRAL] Right, right. Yes, sir.
[CUSTOMER][POSITIVE] OK, I can get that sent in also. I can in the meantime I'll try and gather that piece of paper and then I'll just wait back to hear from you. So I thank you for your time. I appreciate you, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You say you're welcome, Mr. [PII].
[CUSTOMER][POSITIVE] Yeah you have a great day and we'll talk to you soon thanks again.
[AGENT][POSITIVE] You too. Thank you for calling APO. You have a wonderful evening.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] But