AccountId: 011433970860
ContactId: 16e4f489-65fa-4d30-aecb-4f4adf5614d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 589349 ms
Total Talk Time (AGENT): 199550 ms
Total Talk Time (CUSTOMER): 339807 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/16e4f489-65fa-4d30-aecb-4f4adf5614d1_20250612T19:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I am calling on behalf of my, my husband and that. Um, we are in the process of trying to get claim forms put together.
[CUSTOMER][NEUTRAL] We have to get the the ones from the doctor and
[CUSTOMER][NEUTRAL] OK. Long story short, is there any way of knowing approximately um what my husband made, and I understand it's
[CUSTOMER][NEGATIVE] He broke his ankle.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I'm trying, I'm trying, I lost my job this week, so I'm trying to deal with creditors and some of them are asking if we have any idea down the line what kind of income, and I said, well, he should be eligible for his short term disability, but I don't have any idea on the dollar amount.
[AGENT][NEUTRAL] We can look at the
[CUSTOMER][NEUTRAL] And I didn't know if there was any way.
[AGENT][NEUTRAL] Yeah, we, we can, oh, that's OK. No, I apologize. I was just gonna say, yeah, we can um look at the policy and see what the monthly benefit would be. Do you have the policy number?
[CUSTOMER][NEUTRAL] Go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me think. Yes, I do. Give me one second to pull my pieces. I got so many pieces of paper here trying to deal with all this stuff. Oh my gosh.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Nope.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] I'm so sorry. Yeah, no worries.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah. Well, I haven't.
[CUSTOMER][NEGATIVE] I have, I, I know this sounds terrible, but I haven't even told him I lost my job yet because he would just
[CUSTOMER][NEUTRAL] Pot is cookies, you know what I'm saying? So I'm kind of hiding out in libraries and things, desperately trying to get a job and
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Waiting till I can say, OK, I lost my job, but I do have another one kind of a thing.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, let's see. Where is it here?
[CUSTOMER][NEUTRAL] I know, OK, here it is. Sorry. It's 223.
[CUSTOMER][NEUTRAL] 5855. It should be for [PII] and I'm his wife [PII].
[AGENT][POSITIVE] Alright, thank you, [PII].
[AGENT][NEUTRAL] OK, and then let me just verify uh date of birth and then address.
[CUSTOMER][NEUTRAL] OK. His, his date of birth or mine?
[AGENT][NEUTRAL] It doesn't matter either works.
[CUSTOMER][NEUTRAL] OK, yeah, mine is [PII], and our address is [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like the monthly disability benefit would be $2000 as long as that does not exceed 60% of uh normal monthly compensation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. Now, is that based on gross or net?
[AGENT][NEUTRAL] Probably let's see.
[CUSTOMER][NEUTRAL] So if it's gross, then it would not exceed 60%. So,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] The only thing that's
[CUSTOMER][NEUTRAL] But if it's not after taxes.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It just says excluding any sort of, of course, bonus, overtime or anything like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so that's hard to say then. OK, so if it was net, then it would just be adjusted then, correct?
[AGENT][NEUTRAL] Mhm, mhm, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there and there is a 14 day elimination period whether or not it's for injury or sickness. So the 1st 14 days, uh, would not be payable, so that would be adjusted.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. So, now that 14 days, is that
[CUSTOMER][NEUTRAL] When you receive the papers, or would that show like the date that he was injured and saw a doctor kind of a thing?
[AGENT][NEUTRAL] Yeah, so it would be from the date of injury when the um out of work started, it would be 14 days from that date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, then, then that, that gives me a rough, a rough idea, and I understand it's not, I understand this is not guaranteed, you know, based on everything, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The one doctor we sent the paper, I faxed the paper to this week, uh, which I called up there and asked if they had completed it and they said, well, he's out to the [PII]. I go, oh my God. And they said, well, he's gonna see another doctor next week, right? Next Wednesday, and I go, yes. They said, just have him fill out the paperwork then.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So, but then that doctor when I get him to fill it out, then it all has to go to where he works, the company he works for, and then they got to send it off to you. And once you receive it, I have no idea how many days or weeks it takes to be reviewed for after that. So.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I mean, once we receive it generally um we ask for.
[AGENT][NEUTRAL] 5 to 7 business days for it to be processed. So yeah, I mean, if you can try and get all of it kind of filled out at the same time and turned in, it'll definitely make it go much quicker if you can, you know, but I get it. It's, you gotta have this person fill out this and so forth and so on, so.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, right. OK. Um, yeah, I'll just make sure that I have, let me get, I've got all this paperwork here. When the doctor fills out his part, are there, is there other paperwork that has to go with it from him?
[AGENT][NEUTRAL] Um, I believe it's just, let me, yeah, let me double check here.
[CUSTOMER][NEUTRAL] From the
[CUSTOMER][NEUTRAL] I mean, I have, he's, he's seen two doctors, the, the one at the emergency room and then he saw the doctor the next time that put the cast on his foot. And I have the paperwork they give you when they, when you dis your discharge papers. So I have those from those two doctors, but that's what they are. They're discharge papers. They do say on there what he was seen for, blah, blah, blah blah blah. But
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I am also wanting to make sure that when I send things to his company, that I'm not missing anything from my end that'll delay this.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] So all it asks for is just the attending physician's statement. It's not asking for any additional documentation that I can see. So yeah, it's just the physician themselves filling out the patient information. Uh, they'll fill out what they were seeing for, uh, the dates on, you know, they're anticipated to be out, and a contact phone number for them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the physician needs to of course uh fill out their office information and sign and date it.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Yeah, I've got part of it filled out here so far, so.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And then on the last page is just for the employer's portion. So that's the policy on the policy holder statement on page 8.
[CUSTOMER][NEUTRAL] Yeah, OK, I will.
[AGENT][NEUTRAL] Just make sure that the salary information is all filled in there that would be, um, you know, the employee, like, you know, the work portion of it as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right, OK.
[CUSTOMER][NEUTRAL] Um, yeah, and from what I understand, well, I wouldn't, mine would be 0 at this point too, but.
[CUSTOMER][NEGATIVE] It only needs his information because I'm not a policy holder on here. I'm only a beneficiary, so I was told my income does not need to go on there, which at this point I don't have any anyway.
[AGENT][NEUTRAL] Correct, yeah, but even if that wasn't the case, you, you wouldn't need to enter it. It's just, yeah, it's just for him. Mhm, correct.
[CUSTOMER][POSITIVE] OK, perfect. Awesome. You are terrific, [PII]. So I will make sure on next Wednesday we have this paperwork with us when we go to the doctor and get it to him and then, you know, I have just at least uh a, a rough idea of certain things here, so.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, no, absolutely, [PII], and if you have any other questions or concerns, feel free to call. We're happy to help.
[CUSTOMER][POSITIVE] Well, I appreciate that, [PII]. So I, I'm hoping I don't have to bother you anymore. I just, like I said, some of these places are kind of asking, well, how much is he gonna get? And I said, I don't know when he's gonna get it, and if he's gonna get it and how much it's gonna be. So just let me see.
[AGENT][NEUTRAL] Right, right, yeah.
[AGENT][NEUTRAL] I got you, not a.
[CUSTOMER][POSITIVE] All right. Well, you're awesome. Thank, thank you so much and have a great evening.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You as well. Take care. Bye bye.