AccountId: 011433970860
ContactId: 10dcf8a5-ee7f-47f9-9ea8-f37341173452
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 556020 ms
Total Talk Time (AGENT): 291078 ms
Total Talk Time (CUSTOMER): 246821 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/10dcf8a5-ee7f-47f9-9ea8-f37341173452_20250220T21:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and, um, I wanted to call and see if y'all have received my paperwork for short term disability to begin.
[CUSTOMER][NEUTRAL] Um, I turned it into my oncologist, and he said he, uh, got all of the paperwork filled out, and I guess the girl that, uh, is supposed to submit it or was supposed to submit it was out today, so I couldn't reach her while I was doing chemo today. But um he said that he did fill out that paperwork, so I just wanted to make sure she'd faxed it in to you.
[AGENT][NEUTRAL] OK, sure. I can check to see if we have that paperwork. Um, what is your policy number, please?
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] What is your
[CUSTOMER][NEUTRAL] Where would I find the policy number?
[AGENT][NEUTRAL] Um, you have a, I don't know what you're looking at here. Here I can go by your social security number. What is that number, please?
[CUSTOMER][POSITIVE] That would be great. Um, [PII].
[AGENT][NEUTRAL] OK, and what was the 1st 3 numbers?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] correct.
[AGENT][NEUTRAL] OK. And what is your full name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And please verify your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, Miss [PII]. And what is your email address?
[CUSTOMER][NEUTRAL] It's [PII] as my first name is spelled [PII].
[AGENT][NEUTRAL] [PII]. OK, and that's [PII]. And what is your cell phone number in case we get disconnected?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Give me a few minutes. Uh, you're welcome. I'm gonna look and see what the, if we do we did receive something on yesterday, so let me look and see what that is.
[CUSTOMER][POSITIVE] You are so welcome. Thank you. All right.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] So I didn't give them all 4 pieces of the form because there's 4 pages, but not all of them pertain to him. The other goes to my HR for her to send to you because it has my income on there and uh my banking information. So I got all of that over to her.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, I don't know if she's already sent it, but, um, that's much easier to make sure that you receive it from her because I know that, um.
[CUSTOMER][POSITIVE] She'll get get it right into you.
[AGENT][NEUTRAL] OK, that's fine. Um, I am showing that we did receive that, uh, claim form, from the physician, but now we have not received this information from you and your employer. Um, we do need that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] And I did not know what the percentage is because I didn't have a way of looking that up. I know what I pay per paycheck, um, and I know that I have the 26 week plan, but I don't know anything outside of that.
[AGENT][NEUTRAL] OK, now I can tell you you can go on our website. Um, let me give you a, do you have a pen and piece of paper because I want to give you your policy number. You can go on our website and you can look at your policy and you can also file the rest of your claims online and set that uh your account up. So, um, the website is [PII].
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Thank you for that. That's.
[CUSTOMER][NEUTRAL] OK, that's on the APL form got it.
[AGENT][NEUTRAL] Yes, and you can, your policy number is 2283. OK.
[CUSTOMER][NEUTRAL] Oh, OK, hold on just one moment, hold on just hold on one moment. I'm so sorry, so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Policy number. OK, I'm ready. I'm sorry.
[AGENT][NEUTRAL] OK, that is 228.
[AGENT][NEUTRAL] 386 7 and you can go on that website, set yourself up account. You will need that policy number I just gave you. It will ask for your zip code, social security number, and your email address. And from there you can set up that account and you can review your policy, what your policy benefits are.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you can also review your, uh, you can file your claim, continue to check the status of your claim at that website when you log into your account.
[CUSTOMER][NEUTRAL] Got you. And can you see real quickly what my um what disability premium I pay? what the percentage is?
[AGENT][NEUTRAL] You're yes, you're paying $32.34 and your monthly benefit is $1400 monthly after you meet your seven-day waiting period. So the 1st 7 days of your disability is your waiting period. There's no benefits payable, and then it'll start paying on the 8th day of your disability and the maximum disability period is 180 days.
[AGENT][NEUTRAL] And that is a $1400 monthly benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I get 1400 a month and that's it regardless of what I make per year.
[AGENT][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Yes, it's a, that's what you signed up and signed up for and that's the premiums that, that you're paying.
[CUSTOMER][NEUTRAL] OK, and is that post or pre-tax?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Your premiums, are you wanting to know if there, your premiums are paid pre-tax?
[CUSTOMER][NEUTRAL] Like what I get per month, what I get per month is that like do you tax the 1400?
[AGENT][NEUTRAL] Or is that
[AGENT][NEUTRAL] That is, that, that is before, that that's before any deductions, any taxes, anything is $1400 a month.
[CUSTOMER][POSITIVE] Wow, OK.
[AGENT][NEUTRAL] OK. Is there any, uh-huh.
[CUSTOMER][NEUTRAL] And does, uh, do, do my, um, medical premiums come out of that?
[AGENT][NEUTRAL] You mean
[CUSTOMER][NEUTRAL] So that I don't lose my medical benefits.
[AGENT][NEUTRAL] Um, well, what we could deduct is just your your premiums for your disability. Um, we can deduct those premiums and um we just need to say please deduct your premiums, you know, what you want us to deduct from that on your letter.
[AGENT][NEUTRAL] On your cover sheet or something that you want us to deduct your premiums from those benefits.
[CUSTOMER][NEUTRAL] Or can I do that when I set up my account online?
[AGENT][NEUTRAL] But we
[AGENT][NEUTRAL] You probably can. You can try, uh, well, no, you have to put that on your form. It'll need to be on your form, but we can't do medical. It only is, we can only deduct premiums of our policies.
[AGENT][NEUTRAL] You'll have to get with your employer to pay your medical premium.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Those are the arrange you, that's the way the arrangements are with, you know, we don't deduct any premiums. We we're not allowed to.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] For that's other than our products.
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] OK. Now, is there anything else I can help you out with? Uh-huh.
[CUSTOMER][NEUTRAL] So that
[CUSTOMER][NEUTRAL] So I need to.
[CUSTOMER][NEUTRAL] Make sure that Rainy writes because I've already sent that into her so I'm gonna need to make sure that she writes it on there that my premiums get deducted out of there.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And that's just your premiums which includes short term disability and what else?
[AGENT][NEUTRAL] Um, it'd be short term accident.
[AGENT][NEUTRAL] Looks like you have a critical illness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just gonna ask her if she will make sure that that gets written on there because I've already sent that in so.
[CUSTOMER][NEUTRAL] I'll just ask her to include that before she sends it to you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Now I have to give you a disclaimer that this call is not a guarantee and benefits. I'm just giving you the information over the phone till the claim gets processed and reviewed, OK?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Gotcha. All right. Thank you so very much. I appreciate it.
[AGENT][POSITIVE] My pleasure. You're welcome and you have a great day, uh, Mrs. [PII], and, and thank you for, thank you and thank you for calling American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] You're welcome. Goodbye