AccountId: 011433970860
ContactId: 1672b453-eccf-4277-968d-a178f3735f11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1031948 ms
Total Talk Time (AGENT): 443101 ms
Total Talk Time (CUSTOMER): 311351 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/1672b453-eccf-4277-968d-a178f3735f11_20250331T19:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hello, hi [PII]. I have a question regarding my disability, uh, claim extension.
[AGENT][NEUTRAL] OK, so you currently have a disability claim on file with us and you have a question?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you, and Mr. [PII], what is a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Um, you know, a good question. I'm not sure. Let me see if I have it.
[CUSTOMER][NEUTRAL] I can log in online. Can I get it off there?
[AGENT][NEUTRAL] Uh, yes, sir. Mhm. OK.
[CUSTOMER][NEUTRAL] Let me see, see where would I find it.
[CUSTOMER][NEUTRAL] I, uh let's see, ID card, right?
[AGENT][NEUTRAL] Well, you should see your policy number there, then it would say just.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, oh, OK, I see it's short term group disability, uh, 2241-9151.
[AGENT][NEUTRAL] Uh-huh. Yes, sir.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. One moment please while I get your information pulled up, Mr. [PII], and once I do, I will have to verify several things with you first for security, so one moment.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], again, any information provided would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct? That we should have?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address, please.
[CUSTOMER][NEUTRAL] Uh, it's my [PII].
[AGENT][POSITIVE] OK, thank you very much. Oh.
[CUSTOMER][NEUTRAL] Final day [PII].
[AGENT][POSITIVE] OK, thank you. So how can I help you today?
[CUSTOMER][NEUTRAL] Yes, I'm calling for um.
[CUSTOMER][NEUTRAL] Documentation for continuing disability.
[CUSTOMER][NEUTRAL] Um, what document is needed for the month of April?
[AGENT][NEUTRAL] OK, so has anything changed regarding your return to work status?
[CUSTOMER][NEUTRAL] No, but, uh, the doctor has me off, um.
[CUSTOMER][NEUTRAL] Totally temporary disabled until uh like mid May.
[CUSTOMER][NEUTRAL] End of May, I don't know the exact date.
[CUSTOMER][NEUTRAL] Uh, so I don't know if a doctor's statement is required again for the month of April or if it's just the uh.
[CUSTOMER][NEUTRAL] What is there a patient statement or whatever it's called?
[AGENT][NEUTRAL] Yes, sir, the, uh-huh, the claimant statement. So let me look at the most recent comments. Yes, sir. Uh-huh. So just one moment.
[CUSTOMER][NEUTRAL] Pay and statement.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you can't, since you, oh, excuse me, since you can log into your portal, you will be able to see the comment on that explanation of benefits for the most recent claim that we processed in March.
[AGENT][NEUTRAL] And the remark does state it's only your statement that's needed. It says please complete the statement of the insured.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which the employee statement and return to our office, it is not necessary for us to receive the attending physician statement or the policyholder statement, which is the organization or employer statement. Please contact our office immediately if you are released from your doctor's care or if you return to work so that your claim does not become overpaid.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So yes, sir. It is just your statement.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK. And then, um, how about for the month of May then? The doctor has me off till the end of May. What will be needed in May?
[CUSTOMER][NEUTRAL] Or do we even know that yet?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] I'm gonna see what, if I can determine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What they we currently show is your.
[AGENT][NEUTRAL] Uh, return to work dates, so just one moment.
[CUSTOMER][NEUTRAL] I don't know when my policy ends either.
[AGENT][NEUTRAL] OK, this does show 51 of 25.
[AGENT][NEUTRAL] You said the end date?
[CUSTOMER][NEUTRAL] Uh, right.
[AGENT][NEUTRAL] OK, it shows the future date to be [PII].
[AGENT][NEUTRAL] Of [PII], according to what I can see.
[CUSTOMER][NEUTRAL] Oh, is that the end of the policy date?
[AGENT][NEUTRAL] Yes, sir. That's what this shows. Mhm.
[CUSTOMER][NEUTRAL] OK, so no coverage past that anyways.
[AGENT][NEUTRAL] Correct. So, right, so it doesn't indicate for April, right. It doesn't indicate for April, anything that's anything else needed other than your statement.
[CUSTOMER][NEUTRAL] So I guess May doesn't really matter.
[CUSTOMER][NEUTRAL] OK, all right, well then, uh, I guess, well, next month I'll send that in tomorrow. I'll work on that.
[AGENT][NEUTRAL] OK. And yeah, and you can upload it into your portal, you know, you can do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll do that. And then let me ask you, I believe I have um I have coverage for physical therapies, uh MRI, X-rays, things like that.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Under another policy, you mean?
[CUSTOMER][NEUTRAL] It probably is under.
[CUSTOMER][NEUTRAL] Maybe it's another policy number. I'm not really sure, um.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I have critical illness. I see that on my coverage. I don't know if critical illness. I see a policy number.
[AGENT][NEUTRAL] But if you'll notice that's not.
[AGENT][NEUTRAL] Right, but you should say that that policy is showing as lapsed. That's not an active policy. The only policy you currently have with us is your disability policy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK. Would that be even covered under critical illness or no?
[AGENT][NEUTRAL] No, that policy is no longer active. The disability policy is separate policy, separate benefits.
[CUSTOMER][NEUTRAL] Oh, OK, if I wanna continue my disability coverage after [PII], um.
[CUSTOMER][NEUTRAL] I understand that that policy maybe is going away.
[CUSTOMER][NEUTRAL] Will it be dropping or can I continue that somehow if I want to continue the coverage?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Let, uh, I'm not sure, yeah, let me see if you will be able to do that. Give me just a moment to look up a couple of things.
[CUSTOMER][NEUTRAL] Into the future.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I think it's a group plan. I had heard that group plan got dropped.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Bear with me, please, Mr. [PII] while I'm looking through some information.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] They
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Again, thank you for your patience.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] OK, so what I can do is I can transfer you to one of our customer service team members to see if that's something that you can continue, um, beyond, you know, this time frame on your own because I, I'm not sure on that that they would be able to assist you with that. When I do transfer you over, Mr. [PII], you're not gonna have to re-verify your information. I will let them know that that has been done.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, great.
[AGENT][NEUTRAL] But is there anything else related to your benefits because they won't be able to help you with that part that I could help you with before I connect you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh, well, so if my, if, uh, the doctor continues to keep me off past [PII], uh, you're pretty confident there's no benefits past [PII]?
[AGENT][NEUTRAL] Well, and what I'm saying is currently, your policy is scheduled to, to term as of that date, but if your, if your disability is extended beyond when he had you initially scheduled to return to work, then at that point, we would have to have additional, you know, documentation like the first time with the physicians.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and from to fill out their portion, you know, and your employer's portion.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Sure, but the, um, but right now the way it's set up the, the disability insurance will end on [PII].
[AGENT][NEUTRAL] As of, yes, as of now, that is when this policy is scheduled to term. Yes, sir. Mhm.
[CUSTOMER][NEUTRAL] That OK.
[CUSTOMER][NEUTRAL] OK, I wasn't sure because, uh, I thought there was like a 14 day waiting period and I wasn't sure if they count those 14 days into it.
[AGENT][NEUTRAL] Yes, so you had to satisfy that before your benefits started.
[AGENT][NEUTRAL] There's a 14 day elimination period so you had to be off of work for 14 days prior to, you know, being eligible for benefits under the policy. Mhm.
[CUSTOMER][NEUTRAL] Right, OK. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, is there benefits on the first?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, not for the
[CUSTOMER][NEUTRAL] Uh, so [PII], so.
[AGENT][NEUTRAL] I mean the time starts from when you go, uh, even though the 14 days is not payable, I mean.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] it's counted into your time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK, so really I'm I'm paid through April, the end of April and [PII], there's nothing.
[AGENT][NEUTRAL] As of now, what we just paid on this most recent claim that was processed for you, this paid you to for one. So, you'll need to submit your claimant statement for April benefits to be considered.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes. Right.
[CUSTOMER][POSITIVE] OK all right great OK well thank you.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome, so let's uh.
[CUSTOMER][POSITIVE] Yeah and if you transfer me that'd be great.
[AGENT][POSITIVE] I'll be happy to do that. And thank you again for calling APL if that's all I can help you with, and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] OK, you too. Thank you.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. One moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling APL. This is [PII] and customer service. How may I help you?
[AGENT][NEUTRAL] Well, hey, [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] Hi [PII], I'm good. How are you?
[AGENT][NEUTRAL] I'm all right, thank you. So I have a gentleman on the line with policy number 241-9151.
[AGENT][POSITIVE] And I went over his benefits questions that he had, and I've explained to him that, you know, when I transfer him, y'all will be able to help him with that. So he's assured me I've answered all those questions for him. He's wanting to, this is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And his policy, you see it's got a future lapse date of [PII].
[AGENT][NEUTRAL] He's wanting to know if this policy is something he can continue on his own beyond that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] What did you say, memory? I don't know, I could, I, I couldn't hear.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I said, I said, um, no.
[AGENT][NEUTRAL] Um, no.
[AGENT][NEUTRAL] It cannot, he'll be OK. It'll be OK if he can't, but this is the disabilities cannot be continued. Is that correct?
[CUSTOMER][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] Just for me because I have looked at every guru card that I can, I mean from portability to continuation to Union Bank and Trust and I couldn't get a clear answer on that, so.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, disability can't be continued and I thought there was one more, uh, but I'm going over it in my head.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And I don't know what else, um, but I thought there was one other thing that couldn't be recorded.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I don't know what
[CUSTOMER][NEUTRAL] I'll, I'll do some research on that, [PII], and I'll let you know. Uh, I can't remem I'm pretty sure there's two products that can't be reported and I know disability is one of them is a group product that cannot be individual, so.
[AGENT][POSITIVE] Yeah, yeah, that'd be great.
[AGENT][NEUTRAL] Right. OK. I didn't think so, but I didn't want to tell him and I couldn't find a clear definitive answer. And like I said, I searched a whole bunch of things, but I must be just missing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Obviously, I'm missing something. But anyway, um.
[CUSTOMER][NEUTRAL] No, you're fine. I don't think it's anywhere. I think it's just I've asked before and I've been, I'm, I'm pretty sure like I'm 90% sure there's two products, um, that's the only ones that cannot be ported but I can't.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can't remember right now, but I'll, I'll ask around and I'll let you know what I find out.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. That, that would be perfect. Thank you. And he's fully verified and the um phone number in line would be the one to call him back on should something happen with the call.
[CUSTOMER][POSITIVE] Alright perfect thank you [PII].
[AGENT][POSITIVE] OK, well, you are so welcome and thank you. I look forward to seeing you tomorrow.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Uh, by that.
[CUSTOMER][NEUTRAL] The.