AccountId: 011433970860
ContactId: 03c83903-075b-415d-a2b4-d94efcf7a049
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 995919 ms
Total Talk Time (AGENT): 525362 ms
Total Talk Time (CUSTOMER): 315335 ms
Interruptions: 6
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/03c83903-075b-415d-a2b4-d94efcf7a049_20250306T17:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling because I pay into um short-term disability through my work and I'm about to have cervical spine surgery and I'm going to be out for about 8 weeks. So I wanted to see if I could, you know, get the short-term disability or how that works.
[AGENT][POSITIVE] It would be my pleasure to assist you and.
[AGENT][POSITIVE] I know that's gonna bless your heart. That's what I was gonna say.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][MIXED] I know it's a little scary, but things will get better afterwards, right? Yeah. What's that policy number?
[CUSTOMER][POSITIVE] Yes. Mhm, that's help, yeah.
[CUSTOMER][NEUTRAL] I, I honestly have no idea. This is through my work, so I never received the policy number. I just know that it's through this company.
[AGENT][NEUTRAL] OK, well I can look it up by your social would that be OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Let me get to that screen. There we go. I'm ready. Thank you.
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Let me get your policy pulled up. Bear with me just one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me take a look at that disability policy.
[AGENT][NEUTRAL] I've got it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you don't mind, I do need to go through the verification uh process with you. What is your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, [PII] and I'm not sure if they could have one of two addresses. It's either [PII] or [PII].
[AGENT][NEUTRAL] We have the [PII], is that correct?
[CUSTOMER][NEUTRAL] I'm actually gonna be moving to [PII].
[AGENT][NEUTRAL] Do we need to go ahead and update that or do we need to wait until you've moved?
[CUSTOMER][NEUTRAL] No, you can go ahead and update that. It's the same city and town.
[AGENT][NEUTRAL] Alright, let me go ahead and get that updated.
[AGENT][POSITIVE] Let's make sure we get you taken care of.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] Cause you're not gonna wanna worry with it after.
[AGENT][NEUTRAL] After the surgery.
[CUSTOMER][NEGATIVE] No, not at all.
[AGENT][NEUTRAL] All right. Can you give that address to me one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's still [PII] and [PII], I'm sorry [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct, yep.
[AGENT][NEUTRAL] All right. And what is your phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what about an email address? It looks like we actually may have your work address or if you would prefer, we can change it to your home address.
[CUSTOMER][NEUTRAL] No, the work address is fine.
[AGENT][NEUTRAL] Alright, and let's verify that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I'm assuming that's a teacher.
[CUSTOMER][NEUTRAL] I'm a director, but yes, it's an education, yes.
[AGENT][POSITIVE] Cool.
[AGENT][NEUTRAL] My daughter's a high school teacher, so.
[AGENT][POSITIVE] Bless y'all. I'm telling you, I respect anybody that works in public education or yeah.
[CUSTOMER][NEUTRAL] Educate, yes, it's, it's a lot.
[AGENT][NEUTRAL] It is a lot.
[AGENT][NEUTRAL] Uh, just making sure that that has changed and we've got all that updated.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, we have updated that.
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] The easiest thing, Ms. [PII], is we have a portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] If you want I can assist if you've got time we I can assist you with creating an account real quick that's gonna give you all your policy numbers you'll have those available. There's a claim form for disability and we'll discuss, you know, what's needed um to submit and then you can submit your documents online, you can check claim status.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] For all of that. If you, if you want to do that right now, I'd be happy to assist you.
[CUSTOMER][NEUTRAL] Sure, let me just get my computer here. Hold on one second.
[CUSTOMER][NEUTRAL] OK, what is the website?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]. Oh, and then I have, I have a it comes up [PII] login.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let's see, OK, and I'm assuming.
[AGENT][NEUTRAL] And you're gonna go in as a new user.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you're gonna choose the first option. You are an individual with an APL policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you click next. And you'll need to use your full social to create an account.
[CUSTOMER][NEUTRAL] Alright so my last mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then enter your information and use that email address that we verified.
[CUSTOMER][NEUTRAL] OK, alright, that's all set now I pick a user name I'm assuming.
[AGENT][NEUTRAL] That's right, whatever you want your user name will never change. You can change passwor[PII] only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me just scroll down here next.
[CUSTOMER][NEUTRAL] All right, it looks like it's trying to.
[CUSTOMER][NEUTRAL] Go through here.
[AGENT][NEUTRAL] OK. Sometimes it takes just a minute.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so that was done. Now I can log in.
[CUSTOMER][NEUTRAL] Alright, I just got to put in a verification code.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So I'm in here.
[AGENT][NEUTRAL] OK. So it, you know, you'll see your name. Now, none of your policies um have ID cards with them for these types of policies. Under that, if you go down further, you'll see my coverage. You can click on, you should see an accident, a critical illness, and a disability.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] If, if you ever want to view your policies and what the benefits are, you would click on that policy number and it'll download your policy certificate.
[AGENT][NEUTRAL] For the disability, there is a disability claim form. If you go to the claims and forms, I think that may be up top.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, claim forms, OK.
[AGENT][NEUTRAL] There is a disability claim form.
[AGENT][NEUTRAL] Once you click on that disability claim form, there's instructions as to what's needed.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Hold on, I'm trying to see where that is. OK, so fill a claim.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Let's see the cancer plan for.
[AGENT][NEUTRAL] And you're gonna go down to the disability, short term disability. I think that's on the 2nd page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Short term disability. OK, so download form, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I see that. So I would fill that out and do whatever necessary paperwork, correct?
[AGENT][NEUTRAL] That's right. So what we're gonna need is for you to complete sections A through H.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's gonna be like the 1st 2 or 3 pages. Then there's going to be a physician statement. That is what you're
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Physician will need to complete.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can email it to them probably they'll they can complete it and send it back to us they can or they can send it to you and you can upload it and then the last page is the policyholder statement and that is going to be for your employer to complete.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm trying to find that.
[AGENT][NEUTRAL] Like, it's gonna be, it's under a policyholder statement, it's the last page.
[AGENT][NEUTRAL] Page 8.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Oh, I didn't see those more pages. I see.
[CUSTOMER][NEUTRAL] OK, OK, policyholder statement, got you. So I, I guess my question is, I mean.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I, I, I should know this, and I don't, and maybe you don't know off the top of your head. Do I get paid a percentage of my salary? How does that work?
[AGENT][NEUTRAL] Well, if you want to click on your policy number, it will have your benefits. I can give it to you though, but.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Yeah. It looks like a $6000 monthly benefit.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] And then you can pull up your policy certificate just by clicking on the policy number that 250.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] 0382.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it'll kind of give you details of your benefits.
[CUSTOMER][NEUTRAL] Hold on, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um.
[CUSTOMER][NEUTRAL] OK, um, I will look that over.
[CUSTOMER][NEUTRAL] Do you know, I'm sorry, and I, I will read this after I'm in the middle of doing such things. Do you have to have you, have you, do you have to have used all your sick time to get a claim or no?
[AGENT][POSITIVE] No, please, no, please ask questions. I love it when you ask questions.
[AGENT][NEUTRAL] Mm, um, this is, so what will happen is once we get that information back from.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your physician and your employer, they'll process the claim. They'll see what date that your physician has you out from work.
[AGENT][NEUTRAL] And their expected return to work.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Time, that will be the time that you'll be eligible for disability benefits.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, also, for monthly benefits, you know, like if you're out, um, be sure to read the instructions on the claim form for continuing disability.
[AGENT][NEUTRAL] That will be needed to submit be sorry, that will need to be submitted monthly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Once your disability begins.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you do have a 180 day disability period.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There is an elimination period, so the 1st 14 days is your elimination period from the date that your physician releases you from work. On the [PII] day, the benefits will start and when you submit that claim, if you submit it online, there's also a direct deposit option, so benefits can go directly to your bank account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's also text messaging options if you want to be informed when we receive documentation or when it's processed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, you'll receive text messaging. If you choose that option and a claim is processed, you will immediately be informed that it was processed. You may not be able to view it online. It could take up to 48 hours to be able to view online.
[AGENT][NEUTRAL] So to view a claim that's processed, it will have a claim number and you'll click on that claim number and view the process decision.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so like if you do the direct deposit once a claim is processed the following day it has to go through our uh computer system overnight. The following day uh either a claim will check will be mailed to you or the claim notification will uh direct deposit information will go directly to your bank the following business day.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well, thank you. I will get this paperwork in and file it, um.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Now benefits won't start until the day that your um doctor has you released from work.
[AGENT][NEUTRAL] But you can go ahead and get that information in.
[CUSTOMER][NEUTRAL] Right, so
[CUSTOMER][NEUTRAL] Yeah, well, actually, it probably won't even be in by then. I, I gotta have them fill it out. It was kind of a quick thing. I'm actually having the surgery next [PII], and then I'm supposed to be out for 8 weeks from there, so.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] 8 weeks. Hm.
[CUSTOMER][NEUTRAL] If the paperwork is put.
[CUSTOMER][NEUTRAL] If the paperwork is put in after the [PII].
[AGENT][POSITIVE] Not a problem.
[CUSTOMER][POSITIVE] Do they it's not a problem. OK, alright, I got you.
[AGENT][POSITIVE] Not a problem.
[AGENT][NEUTRAL] I would go ahead and get your portion in. And so if the doctor or your employer takes longer, you know, you may get a
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A notification that we're waiting for the doctor's portion or your employer's portion, and that's fine. But I know if, if it was me, I'd be like, I need to get all this stuff done quick, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right, right, right, right, right, so I'll get on that today and send that off to them, OK?
[AGENT][NEUTRAL] Yeah. So if you get it uh something stating that we're waiting for further information, it's just
[CUSTOMER][NEUTRAL] Alright well
[AGENT][NEUTRAL] You know, that's the process that it goes through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But we um are here for you. If you had, have any needs or concerns, don't hesitate to give us a call.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] It's been such a pleasure to assist you, Ms. [PII]. I hope everything goes well for you and just enjoy your time off.
[CUSTOMER][NEUTRAL] I will try. I'm not looking forward to it, but all right, um.
[AGENT][POSITIVE] But you know, you're gonna be up and you get to dance in no time.
[CUSTOMER][POSITIVE] I hope so. I hope so OK alright thank you so much.
[AGENT][POSITIVE] Yeah. It's been a pleasure to assist you. Thank you, Ms. [PII], for calling APL. Take care.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Have a nice day. Thank you. Bye-bye.
[AGENT][NEUTRAL] You too bye bye.