AccountId: 011433970860
ContactId: 17fbe565-5f4e-44a4-8948-307089271d4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288049 ms
Total Talk Time (AGENT): 94727 ms
Total Talk Time (CUSTOMER): 118167 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/17fbe565-5f4e-44a4-8948-307089271d4d_20250512T18:58_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the care team, and I've got an insured on the line that has questions about a short-term disability claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, policy number is 2373131.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I've verified the caller [PII] his call backs the one on file.
[AGENT][NEUTRAL] OK, and he said he had a question regarding his claim.
[CUSTOMER][NEUTRAL] Yeah, so he said he's still off work and I couldn't tell when I looked at the EOB because it says that it, it's uh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Your disability benefits have been released for the current period of disability.
[CUSTOMER][NEUTRAL] Um, so I didn't know. I, I couldn't tell. Does he need to complete another form or?
[CUSTOMER][NEUTRAL] Um, will he, is he gonna be paid after this point because it looks like he's just paying through [PII].
[AGENT][NEUTRAL] OK, let me just take a look.
[AGENT][NEUTRAL] OK, I can let him know, uh, the code, it says that it will be released up to his return to work date, um, so I'll let him know that.
[CUSTOMER][NEUTRAL] OK, um, I'm gonna transfer him over. I'll introduce you and then um I'll release the call OK?
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, Mr. [PII], I've got [PII] on the line she's gonna answer some questions you had about your claim, OK?
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] Thank you. Hello. Hey, how are you doing today?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm doing fine, Mr. [PII]. How are you doing?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm doing fine.
[CUSTOMER][NEUTRAL] Um, I was calling to find out, um, that, um, I have filed a filed a claim, but I'm still out of work. So they still things from what, from the time that I'm still out of work, uh, until I go back to work because I don't go back to work for another two weeks now.
[AGENT][NEUTRAL] Uh, sure, I can help you with that. Uh, so yes, it does look like we have, um,
[AGENT][NEUTRAL] That that your additional benefits will be released up to your work, return to work date, the date that we had verified, um, I believe was [PII] and that it showed you the disability continue, um, that we would need some additional information um by your doctor confirming if your disability is extending beyond that date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, yeah, cause it's [PII] that I got, yeah, I go back to the doctor on [PII].
[AGENT][NEUTRAL] Yes, sir. Uh, so yes, it, it they, oh, I'm sorry, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, I can hear you what you're saying.
[AGENT][NEUTRAL] Uh, yes, uh, Mr. [PII], so if your doctor does extend your disability beyond [PII], um, please go ahead and have him fill out, um, a continuing claim form, um, and then send it to our office and we can review for further benefits.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, so they paid me all the other benefits already, right? So that's what I was, that's what I was calling to see. I know they sent me out a check on the [PII] already, so that's included for this month right here too.
[AGENT][NEUTRAL] Um, let's see here.
[AGENT][NEUTRAL] OK, so I believe, OK, bear with me just a moment.
[AGENT][NEUTRAL] OK, so the benefits were paid up through April, so you should receive one more check for the month of May.
[CUSTOMER][NEUTRAL] Alright, that's that's what I was trying to find out.
[AGENT][NEUTRAL] And that should be released around the [PII].
[CUSTOMER][NEUTRAL] Around [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh, right, that's what I was, that's what I was trying to find out.
[AGENT][NEUTRAL] Uh, sure, Mr. [PII]. Was there anything else?
[CUSTOMER][NEUTRAL] So they go, send it to, so they go.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Ah, what is it gonna mail it out to me. He just gonna mail it out to me.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Oh, alrighty. I appreciate that so much. That's what I was calling to find out.
[AGENT][POSITIVE] Oh, sure. Was there anything else I could do to help you today?
[CUSTOMER][NEUTRAL] Oh, that's it.
[AGENT][POSITIVE] Sure, thanks for calling APL, Mr. [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][NEUTRAL] Bye bye.