AccountId: 011433970860
ContactId: 11e7a881-c49d-477c-abb4-26973a252d64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1050170 ms
Total Talk Time (AGENT): 214421 ms
Total Talk Time (CUSTOMER): 736313 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/11e7a881-c49d-477c-abb4-26973a252d64_20250418T17:20_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] Good afternoon, [PII]. My name is [PII]. Um, I'll start with you trying to identify me so that you know who you're talking to.
[AGENT][NEUTRAL] OK. Um, are you an insured or a broker or?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I am a customer so um I have a question because I'm about to send some paperwork or fax some paperwork to you guys and um.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I just want to make sure that before I, before I start that uh you identify me so if you need something from me such as my whatever, just ask me and I'll give it to you.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Alright, my contact number is [PII].
[CUSTOMER][NEUTRAL] 639.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] It's 2,452,060.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEGATIVE] That's what I was waiting on you to answer. See, I knew you had questions. Why did you wait, why are you waiting so long with the questions?
[CUSTOMER][NEUTRAL] [PII] is my birthday. Uh, what did you ask me for? What else?
[AGENT][NEUTRAL] Mailing address and email address?
[CUSTOMER][NEUTRAL] Uh, mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII] and my email address is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And how may I help you today?
[CUSTOMER][NEUTRAL] OK, here's what's going on, as I mentioned to you a moment ago, I'm I'm gonna, I'm going to send you paperwork in regards to disability. I wanna make sure before I go to my employer because I've already had my doctor fill out his portion. Uh, my next stop is to go to my employer. So in my hand right now, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm holding.
[CUSTOMER][NEUTRAL] How many sheets of paper am I holding? One.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] 34 sheets of paper. Uh, all of course say disability claim form. Now, the one that the doctor just gave me back today.
[CUSTOMER][NEUTRAL] Is.
[CUSTOMER][NEUTRAL] He gave me back uh two forms that he filled out uh I don't know if you need this information, but I'm, I'm gonna run it by you, um, it was page.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] One form says treatment, it has his name on it.
[CUSTOMER][NEUTRAL] As the attending physician and uh of course, his specialty is orthopedic surgeon.
[CUSTOMER][NEUTRAL] Uh, the second form that he has, and this will be for the insurance purposes, uh, he gives the date of the insurance.
[CUSTOMER][NEUTRAL] And he gives how long it's expected.
[CUSTOMER][NEUTRAL] So, and then there's some other writing there. So those are the two things from him. The question that I have isn't so much what he gave me. It's the two remaining sheets.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] One has statement of the insured. I filled it out partially by giving my name, my middle initial, my address, my date of birth.
[CUSTOMER][NEUTRAL] Um, I don't know if I'm supposed to sign it at the bottom or something. I don't think so.
[CUSTOMER][NEUTRAL] I don't see a signature there. And then,
[CUSTOMER][NEUTRAL] The other form.
[CUSTOMER][NEUTRAL] Continuing what does this say here?
[CUSTOMER][NEUTRAL] It just says uh disability claim form. I'm assuming that this has to be filled out by my employer, but it doesn't say employer, it just says physician.
[CUSTOMER][NEUTRAL] So I'm trying to find out based on what I'm telling you where does my employer.
[CUSTOMER][NEUTRAL] Put their information is it section D?
[CUSTOMER][NEUTRAL] Yeah, section D.
[AGENT][NEUTRAL] No, so hold on one second.
[AGENT][NEUTRAL] So your part is sections A through F.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] A through F.
[AGENT][NEUTRAL] Page 2.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Is it 2 and 3? Hold on one second. A through F and then.
[AGENT][NEGATIVE] So yours is 2 and 3 because um 4 is just like verbiage.
[AGENT][NEUTRAL] Um, there's nothing to sign there.
[AGENT][NEUTRAL] And then you also fill out page 5.
[AGENT][NEUTRAL] The um physician feels
[CUSTOMER][NEUTRAL] Alright, well, I don't have, I'm sorry, [PII], I I I I don't mean to interrupt you. I'm really trying to make this simple. I don't have pages here and if I do they're not making any sense because I've got 3 of 8 and I know I don't have 8 sheets here. All I have is a total of 4 sheets. That's it. That's what made me decide to call you because this thing is set up for June.
[CUSTOMER][NEGATIVE] I don't wanna send this stuff to you guys and then have you come back and say oh we don't have enough information. What else do you need? Because if, if it's something that I'm not giving you, I'm at a loss right now because I know that there's supposed to be a section here where the employer is supposed to put their little information I was just trying to figure out what that section is.
[AGENT][NEUTRAL] It's section K, um, so it's pages 8 page 8 of 8.
[CUSTOMER][NEGATIVE] Cause I don't
[CUSTOMER][NEUTRAL] I don't see pages 8 of it, but you said section K, and I'm looking for a K, so let me look for the K. I'll probably see that before I see anything else.
[CUSTOMER][NEUTRAL] I don't have a K. I don't believe. Oh yeah, I do, so I was right. OK, I do. OK, so here's what I got on the flip side of that same page I got J4.
[AGENT][NEUTRAL] Oh you do? OK.
[CUSTOMER][NEUTRAL] Uh, and that portion was filled out by the doctor. That's why it says physician. It gives his name, his title, but on the other side, it's got K1 information. It asks for my first name, my middle initial, and then as it gets towards the, the middle part of it, it's starting to ask questions about date last work that would be probably for my HR to fill in and things of that nature. So it asks about.
[CUSTOMER][NEUTRAL] Uh, premium information or your premium paid by insured pre-tax that would also be filled out by my employer, but it's asking for an authorized signature at the bottom of this K4. So who signs that, me or my employer?
[AGENT][NEUTRAL] No, the employer signs that whole page.
[CUSTOMER][NEUTRAL] OK, so that's the one there so I wanna say this to you and I'm not trying to confuse you. Here's what I'm prepared to send you guys. I've got that page that you just covered with me then there's another page here that says.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] G section G.
[CUSTOMER][NEUTRAL] And it's got physician uh attached information but it's blank. I don't have anything on it. Does that matter to you guys or no?
[AGENT][NEUTRAL] Yes, so, so you just fill out G who's the doctors that you're seeing or saw and their phone number and then your daily activities, what you, if you don't do much, I sit at home and watch TV or?
[CUSTOMER][NEUTRAL] Well, [PII], if, if you don't mind me, if you don't mind me, if you don't mind me talking a little bit, um, I don't mean to be rude. The only reason why I'm not touching that is because.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] When I go back to [PII].
[CUSTOMER][NEUTRAL] [PII], which is the attending physician's statement. He gives a very specific detailed description that I'm having knee surgery.
[CUSTOMER][NEGATIVE] So I didn't feel like it was proper for me to sit back and say, well, I'm a patient. What the hell do I know?
[CUSTOMER][NEUTRAL] Now, if y'all just want me to put something down there.
[AGENT][NEUTRAL] But that's not what that's asking.
[AGENT][NEUTRAL] If you don't fill this page out, it can be denied because that's not a completed form. All this is asking you is to list the first and last names of the doctors that you're seeing and their phone numbers and list your daily activities. It's not asking you to give a diagnosis. What are, what do you do each day? Do you sit down and watch TV or do you go mow the lawn? What are your daily activities? And then it's asking you if you have any medical conditions.
[CUSTOMER][NEUTRAL] What is it asking?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And then it's just asking you your doctors first, you know, more if you need, if you see, you know, more than the 3 up top, it has more spaces for the doctor's first and last name and then you sign.
[CUSTOMER][NEUTRAL] OK, so that does get sent to you guys.
[AGENT][NEUTRAL] Yes, that's the, that's the last part of your um statement of insured. That's the second page to it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so basically what I'm looking at right now um.
[CUSTOMER][NEUTRAL] And you've already explained to me that uh yeah, my employer will fill out the other portion uh trying to make sure I didn't miss anything, uh.
[CUSTOMER][NEUTRAL] Statement of insured.
[CUSTOMER][NEUTRAL] This part that's talking about CD. You said I filled that out, right? CD and E. I filled that out?
[AGENT][NEUTRAL] CD hold on, let me see, hold on one second. Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So pages 2 and 3 are for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, amount, frequency begin group disability income.
[CUSTOMER][NEUTRAL] He is asking me questions about the amount.
[CUSTOMER][NEUTRAL] I'm trying to figure out how would I be able to answer some of these questions. They last worked. Well, all I know is when the surgery is gonna begin cause the surgery doesn't begin until June.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I, I really don't know.
[CUSTOMER][NEUTRAL] What they want me to say here.
[AGENT][NEUTRAL] Um, what, what part are you looking at?
[CUSTOMER][NEUTRAL] Cause [PII]
[CUSTOMER][NEUTRAL] OK, the part I'm looking at is the disability claim form. It asks for my name and then it begins A section A, B, C, D, and then E. The top part I've already filled out. I haven't put in my cell phone number or whatever and I haven't put in my um my email address yet, but um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's asking me if this is workman's comp. I said no.
[CUSTOMER][NEUTRAL] Uh, and, uh.
[CUSTOMER][NEUTRAL] It's asking me see employment details date.
[CUSTOMER][NEUTRAL] Last worked.
[CUSTOMER][NEUTRAL] And then has your employment been terminated? The answer is no, so I'm still gonna be working for ABF that's my company. Uh, when I moved down to section section D, it's asking me about sources of income.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the only income I have is through my employer.
[CUSTOMER][NEGATIVE] And I'm not gonna be getting a check. I'm gonna be getting disability from them, so that would be about it. I, I can't even tell you what the amount is gonna be.
[CUSTOMER][NEGATIVE] Uh, cause I've never had disability before, so I don't even know what that's gonna be. At the very bottom, which is F.
[AGENT][NEUTRAL] So then
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry, go ahead.
[AGENT][NEUTRAL] So then it says if no amount is received by the sources that they list there, just put 0 in the amount field. So you would put 0 in the amount field for those if the only source of income is your employment.
[CUSTOMER][NEUTRAL] OK, and in the bottom portion here, which is F, or should I say the next one would be E federal income tax withholding.
[CUSTOMER][NEUTRAL] Um, I put down no, don't withhold any taxes from the amount. So that was how, how I left that. And then F, uh, it says, uh, it's disability due to sickness, uh, accidental injury or pregnancy. Um, I just left those three boxes blank. It's not a sickness. It's not an accidental injury, it's a knee replacement.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, you would check sickness.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Sickness? OK. All right. You see why I called you, right?
[CUSTOMER][NEUTRAL] Cause I don't know what they're looking for. And of and of course, I'm not a woman, so if you're previously been treated for the same similar condition, please explain no. Uh, if an accident described causes the incident, give an explanation no. And then at the bottom, if pregnancy, date of delivery. I'm not pregnant because I'm a man. So, um, um, I guess that's how I'll leave that one. So I'm just gonna summarize this with you while I got you on the phone.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Uh, the top I filled in my information, uh, in the middle section C, it asked me, has your employment been terminated. I just said no.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On that
[CUSTOMER][NEUTRAL] Let me make sure I got the workman's compensation. What status of your workman's comp? Do you appeal, blah blah blah. Oh yeah, I just said no to that. And then I put 0 for D. You said just put 0. Now do I just just put a 0 in one column or across the board or how do I do that? Just 10 is good enough?
[AGENT][NEUTRAL] Just the amount field.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Alright, so that's that and uh
[CUSTOMER][NEUTRAL] Yeah, I left the rest of it the way it is, so I got my home phone number, which really is my cell number, and I've got my email address on that part, um, then that's it for that. The part that you told me that my employer is gonna mess with is the, the K1K2K3K4, so I don't know to tell her that because she won't know, uh.
[CUSTOMER][NEUTRAL] Let me see here. Did we, yeah, we did talk about that. We talked about G. You said the only thing I need to do there is fill in physicians. Now, when you say fill in physicians, that would be just the doctor doing the surgery, right?
[AGENT][NEUTRAL] Yes, it could be the doctor doing the surgery if you have a primary care doctor that you see, any doctor that's treating you during this time that you'll be out.
[CUSTOMER][NEUTRAL] OK, yeah, I, I do have a problem. So I'll put the the primary doctor's name in. I don't have a contact number for them.
[CUSTOMER][NEUTRAL] Uh, but I do have names. Is that OK, or does it matter?
[AGENT][NEUTRAL] Um, I, I would see, um, maybe Google their name and see if their office number comes up. It doesn't have to be, it just needs to be something to get us to them. We can kind of go through the channels.
[CUSTOMER][POSITIVE] OK, I can do that. I can do that.
[CUSTOMER][NEUTRAL] Uh, other than that, uh, like I said, it's a total of, I'm saying 4 sheets, but of course each sheet when you flip it over, it asks for information so it makes it out to like about 8 if you look at it from your, from your point of view.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, um, I think that's about it because right now I'm getting ready to take this information to my employer and then I'm gonna have her fax it to you guys today if possible.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I just want to make sure that I was doing it right because I've had the mistake of doing this, this before. It came back incomplete because I didn't know what was going on. I said, Jesus, somebody help me.
[CUSTOMER][NEUTRAL] Cause I'm, I mean, I'm telling you.
[AGENT][POSITIVE] Well, I hope I helped make it a little clear for you.
[CUSTOMER][NEGATIVE] Well, yeah, that's why I'm calling you because I said I'm gonna do this thing early because like I said, the surgery doesn't happen until June. So if I get a jump on this now, everybody's on the same page and especially you guys, because like I told my doctor, this is the place that pays me my insurance money.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] If I don't have them on board with this, I can't get the surgery done because I, I can't pay you. Thank you. I can't do it. So they're looking at me like, well, I don't understand what you're talking about. I'm like, you know what, you can't make this stuff up.
[AGENT][NEGATIVE] I can't pay you.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] You can't, you can't make it up. So, but, uh, [PII], thank you. um, anything else that I missed or anything else you wanna?
[CUSTOMER][NEUTRAL] Advise me on or anything?
[AGENT][NEUTRAL] No, once you
[CUSTOMER][NEUTRAL] Cause I got your fax in.
[CUSTOMER][NEUTRAL] Go ahead, go ahead, go ahead.
[AGENT][NEUTRAL] Um, once you fill, you know, get everything filled out and sent in to us, we'll go ahead and get it processed, but as long as that's filled out, you know, completely, you should be fine.
[CUSTOMER][POSITIVE] OK, well I'm gonna take that over to them and get them to do their thing and uh I appreciate your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] I'm good to go. Happy [PII].
[AGENT][POSITIVE] Thank you. Happy [PII] to you also. Have a great weekend and thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.