AccountId: 011433970860
ContactId: 0473edb3-6b3e-4af1-b391-ebce171a644d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417750 ms
Total Talk Time (AGENT): 209950 ms
Total Talk Time (CUSTOMER): 163095 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/0473edb3-6b3e-4af1-b391-ebce171a644d_20250602T18:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I have a couple of questions on my disability claims.
[AGENT][NEUTRAL] OK. Um, I'm sorry, what was your name again?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, [PII], thank you and what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And you said you have some questions on a disability claim. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And what is your policy number?
[CUSTOMER][NEUTRAL] Policy number is 02604 hold on, let me start over, sorry. 026 002604784. There we go.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK. Thank you. So if you'll give me just a couple of moments um to get your information pulled up.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] You're welcome. And my, I think you thought my name was [PII], but it's [PII].
[AGENT][NEUTRAL] Or maybe I just misheard.
[CUSTOMER][POSITIVE] Oh, thank you for correcting me. Thank you for correcting me.
[AGENT][NEUTRAL] Oh, you're welcome. OK. A lot of people think it's my Southern accent. It does sound like [PII] sometimes when I say it.
[CUSTOMER][POSITIVE] Hey, no worries.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, [PII], so any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. I will have to verify several things with you first for security, so give me just one moment to get your information fully pulled up and I'll be glad to help you, OK? You're welcome.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, so first off, [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one you gave me, so that is the best number that we should have, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Thank you. And lastly your email address, please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying all of your information. So, how can I help you today?
[CUSTOMER][NEUTRAL] OK, I'm curious, um, I'm just now looking at my EOB for my disability.
[CUSTOMER][NEUTRAL] And I'm really curious because I know it it pays 60% of my pay.
[CUSTOMER][NEUTRAL] So I'm really curious. I thought it would be higher. I thought it would be a um um a higher payment. That's why I'm curious of what the pay was based on or.
[CUSTOMER][NEUTRAL] What the amount was based on is what I'm asking.
[AGENT][NEUTRAL] OK, so, so, OK, so on the, what is the claim number that you're looking at on your explanation of benefits?
[CUSTOMER][NEUTRAL] Does that make sense?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 3606546
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] So I, I get it's a weak elimination period. I, I understand that.
[CUSTOMER][NEUTRAL] Um, but the disability, that, hmm, I'm just curious of what, what the
[CUSTOMER][NEUTRAL] What the numbers, does that make sense how it was calculated?
[AGENT][NEUTRAL] Right. Yes, ma'am. Um, I am only able to see the amount.
[AGENT][NEUTRAL] On the, the claim, I can't see like the specific, I can see that there was, looks like some premium was deducted.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] From the benefits and then obviously, you know, about your elimination period.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One of the remarks is about to notify us immediately if you're released from your doctor's care, return to work so that your claim doesn't become overpaid.
[CUSTOMER][NEUTRAL] Yeah, and
[AGENT][NEUTRAL] And the other one, this payment completes your claim for this occurrence. benefits have been paid to the date you were released to return to work.
[CUSTOMER][NEUTRAL] And that is, oh wait wait here, that is correct, 6:13.
[AGENT][NEUTRAL] So that is why.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] It's not
[CUSTOMER][NEUTRAL] Well, yeah, because I, I, yeah, I'm just curious because if I'm looking at this right and, and correct me if I'm wrong, the 61 to 6/13, that is pretty much two weeks.
[CUSTOMER][NEUTRAL] And I'm being paid 281 for the, yeah, $281 for the two weeks.
[AGENT][NEUTRAL] And I showed
[AGENT][NEUTRAL] Uh, I can.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which is 140 a week.
[CUSTOMER][NEUTRAL] I'm just curious because I, I thought it was the benefit was 60% of your pay.
[AGENT][NEUTRAL] Um, on the, let me pull your some additional information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So the max, OK, so your benefit amount shows 650.
[CUSTOMER][NEUTRAL] I'm just not sure
[AGENT][NEUTRAL] On this policy. Mhm. $650.
[CUSTOMER][NEUTRAL] 0, 6:50.
[CUSTOMER][NEUTRAL] Wait, 6:50.
[CUSTOMER][NEUTRAL] Where are you seeing that?
[AGENT][NEUTRAL] On your policy information.
[CUSTOMER][NEUTRAL] OK, I'm sorry, what was the maximum again?
[AGENT][NEUTRAL] It shows $650.
[CUSTOMER][NEUTRAL] And I'm assuming that's a week, right?
[AGENT][NEUTRAL] Mm, no, ma'am. Let me pull up some additional information. That's the base benefit.
[CUSTOMER][NEUTRAL] Yeah, I'm just
[AGENT][NEUTRAL] On this plan, let's see.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] It shows monthly, month on this particular policy, the monthly disability benefit is $650 not to exceed 60%.
[CUSTOMER][NEUTRAL] Yeah, I'm just
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Of his or her monthly compensation.
[CUSTOMER][NEUTRAL] OK, I didn't. OK.
[CUSTOMER][NEUTRAL] That makes more sense now. OK, I didn't realize there was a max on there OK.
[AGENT][NEUTRAL] Yes. So that is, that's where that came, that amount came from.
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][POSITIVE] Well that makes sense. I appreciate you looking into that.
[AGENT][POSITIVE] Oh, well, you're certainly very welcome. Is there anything else that I could help you with this afternoon, [PII]?
[CUSTOMER][POSITIVE] Um, no, I believe that is it. Thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome and thank you again for calling APL. I hope that you have a great rest of your day.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] And thank you again for calling APL. Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[CUSTOMER][NEUTRAL] OK, you're welcome. OK, bye bye.