AccountId: 011433970860
ContactId: 01ce80ca-9179-4fc2-997c-6e36bc5e0aa6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383369 ms
Total Talk Time (AGENT): 143270 ms
Total Talk Time (CUSTOMER): 197642 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/01ce80ca-9179-4fc2-997c-6e36bc5e0aa6_20250129T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII].
[CUSTOMER][NEUTRAL] Um, I have a short term disability claim and I needed to submit a new form from the doctor because I didn't receive a check on the [PII] and um I had to get a doctor's appointment to get the forms filled out or whatever.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so I submitted those forms, but I need to know where, uh, what's the status and when I can expect to get a deposit.
[CUSTOMER][NEGATIVE] Because my bills need to be paid and I didn't get anything on the [PII] so and I know they only issue, you know, it's supposed to be on the [PII] of the month, but when I called the, the lady told me that I needed another form submitted.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so once I got it she said that they would release the funds or whatever but I don't know if it was past a particular threshold for time when I sent it or what so I don't know I just needed your help answering those questions if you could help me.
[AGENT][POSITIVE] Sure I can help you with that. What's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what's your policy number?
[CUSTOMER][NEUTRAL] Uh, I kinda have a committed to memory, but if you could look it up with my social, that would be a big help because I don't wanna tell it to you all.
[AGENT][NEUTRAL] Sure, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And verify your address and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. And also [PII], verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that information and you're checking on the claim status, right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I show that uh most recent claim was actually processed on today.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so that claim has been processed and benefits have been released, um, and I show that direct deposit set up so it'll be at the discretion of your financial institution, how long it takes for those funds to be available.
[CUSTOMER][NEUTRAL] OK, uh, also they had told me that uh they needed a code number for the.
[CUSTOMER][NEUTRAL] The accidental before I had got an MRI.
[CUSTOMER][NEUTRAL] And they said that uh uh they needed the code for the MRI for the MRI on the [PII] and I sent that form too.
[CUSTOMER][NEUTRAL] Um, so.
[CUSTOMER][NEUTRAL] Do you see anything on that?
[AGENT][NEUTRAL] Uh, that would be under a different policy. Bear with me to get that pulled up.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, so I do show claims um, it has not been processed.
[AGENT][POSITIVE] Yeah. Uh, but it has been received. Yes, sir.
[CUSTOMER][NEUTRAL] But they did receive it, right?
[CUSTOMER][NEUTRAL] OK good good because sometimes it'll show on my end that it was received and then I called and they say they don't see it so I just want to make sure all right I appreciate your help thank you so much. Now for the portion, so for the portion of February or or the part of January that I still need to get paid for, do I need another doctor statement or would the one that I just submitted suffice?
[AGENT][NEUTRAL] Understood, yeah.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Let me look at the.
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] Uh, now, typically, when you're filing for disability, you want to submit your portion of the claim form each month. The only time, yeah, the only time we need uh the doctor's portion of the claim form is if that disability period is extended past the date originally, um, listed or um.
[CUSTOMER][NEUTRAL] Each month, OK.
[CUSTOMER][NEUTRAL] So I need to send send my part, not necessarily the doctor's part next month.
[AGENT][NEUTRAL] Let me check to see, uh, let me see.
[AGENT][NEUTRAL] Because looking at the remark codes on the claim that was processed on today, it shows that the payment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The benefits were paid to your return to work date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if that, uh, if the disability has been extended, then yes, you would have your doctor fill out an updated form with the new dates. But as of now, it shows that it's paid. Uh, basically, this occurrence has been completed with this payment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] OK, so when it comes to the back to work that, that's the reason I was asking because if it's based on the back to work day, I don't get paid for another 3 weeks when I return to work, so the first week back I don't get a check. The second week back I don't get a check until the 3rd week back and I get the check for the first week, so I can't get claimed.
[CUSTOMER][NEUTRAL] For that up until that first check I receive because I won't receive the first check until next until next week.
[AGENT][NEUTRAL] Um, not, not unless you haven't returned to work. The benefits automatically stop.
[CUSTOMER][NEUTRAL] You follow what I'm saying?
[CUSTOMER][NEGATIVE] So they stop as as soon as you go back to work, not when you get your first check.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK, that's what I needed to know so I don't need to file a claim, uh, for February because my return to work day was in January.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct, yes, sir.
[CUSTOMER][POSITIVE] OK, OK, alright, I got you.
[CUSTOMER][POSITIVE] OK dokey that works.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, well, is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] No problem, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye bye.