AccountId: 011433970860
ContactId: 1973cf17-f0e8-4046-942c-aeb0f07332a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 663280 ms
Total Talk Time (AGENT): 264430 ms
Total Talk Time (CUSTOMER): 354385 ms
Interruptions: 5
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/1973cf17-f0e8-4046-942c-aeb0f07332a4_20250203T15:34_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning ma'am. How are you?
[AGENT][POSITIVE] I'm doing well, thank you for asking. How are you today?
[CUSTOMER][NEUTRAL] Uh, thank you, ma'am. I, I'm calling in. Let me give you my name. My name is [PII].
[CUSTOMER][NEUTRAL] I yes.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] My policy number, man.
[CUSTOMER][NEUTRAL] It's 250.
[CUSTOMER][NEUTRAL] 1339.
[AGENT][NEUTRAL] 1339.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you, Mr. [PII], and your date of birth, please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. What is your current mailing address and email and phone number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Email and phone number please.
[CUSTOMER][NEUTRAL] I'm sorry, um, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I believe the email that I gave you was um.
[CUSTOMER][NEUTRAL] Uh, it's either the home or my
[CUSTOMER][NEUTRAL] I think it was [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] It's a [PII] address.
[CUSTOMER][NEUTRAL] OK, I'm wrong then. [PII]. Yes.
[AGENT][POSITIVE] Perfect. Thank you, Mr. [PII]. And how can I help you today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am. So I'm calling, ma'am.
[CUSTOMER][NEUTRAL] I did not know that I, uh, I was calling. I had doctor's appointments that canceled during holidays.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I went back to my personal physician.
[CUSTOMER][NEUTRAL] And I had to get a referral for surgeon again.
[CUSTOMER][NEUTRAL] Um, but I went back to personal position and now she has extended me to March, uh, but I can return to work.
[CUSTOMER][NEGATIVE] So I called my company and I told them that I'm not able to still do my duties properly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um I said, please forgive me and what have you. And I told him that, give me a moment.
[CUSTOMER][NEUTRAL] And the woman mentioned to me that, well you're still entitled to your disability short term, because I only got paid for 3 months. I said, no, they sent me a check and, and they said, no, you can call and ask. They might extend it. So that's what I'm calling for, ma'am. I did not know that. I'm sorry. Um, my doctor's appointment that.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] No, you're fine, Mr. [PII].
[CUSTOMER][NEUTRAL] OK, they got pushed off to the [PII] and when I see my personal physician. I have been going to physical therapy and what have you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But like I said, they got pushed off. Her appointment was the [PII], and she pushed it off to the [PII].
[CUSTOMER][NEUTRAL] So January. So I'm calling to ask, what procedures do I have to do and what all is needed from me to you, ma'am?
[AGENT][POSITIVE] All right. Well, that's, that's, uh, you know what, it's gonna be my pleasure to assist you, Mr. [PII]. Now, in order to continue your disability benefits,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We will need an update since they have extended that time for you. We'll need the physician's statement. Mhm.
[CUSTOMER][NEUTRAL] Uh, my personal physician, mhm, mhm.
[AGENT][NEUTRAL] We'll need that updated as well as your portion of the claim form. Do you have a disability claim form?
[CUSTOMER][NEUTRAL] Uh, let me, let me see. A letter came with the check.
[CUSTOMER][NEUTRAL] And a bunch of letters came with a check, OK, and it, it has APL on it, um.
[CUSTOMER][NEUTRAL] This one is APL.
[CUSTOMER][NEUTRAL] Disability claim statement of insurance.
[CUSTOMER][NEUTRAL] Section A.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see, I see one page it says page 2. OK, so page 2 A B C F G.
[CUSTOMER][NEUTRAL] And it goes all the way to G.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, mhm.
[CUSTOMER][NEUTRAL] What is new section I, I think it is, ma'am.
[AGENT][NEUTRAL] Does it say physician statement?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let's see. Uh, we got I and then we have uh J attending physician statement.
[AGENT][NEUTRAL] That's what we'll need along with your portion.
[CUSTOMER][NEUTRAL] OK, so J has to be filled out, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, I say, OK, along with my portion, mhm.
[CUSTOMER][NEUTRAL] And what else we have?
[AGENT][NEUTRAL] And that is to extend the disability.
[CUSTOMER][NEUTRAL] OK. Uh, do you need, uh, K again, section K?
[AGENT][NEUTRAL] We don't need any, we don't need anything from your employer, just your portion and the physician's portion.
[CUSTOMER][NEUTRAL] OK. I'm gonna have to get medical records involved with this.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, sir. We just need that physician to um fill out that portion showing that your disability time has been extended.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh. OK.
[AGENT][NEUTRAL] And then we need your portion, you know, showing what you're able to do.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] And that you're still out on disability.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] That can actually be uploaded on our portal. I don't see you have an active account, but you can create an account on our portal. I can help you with that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that way you can, once those, um.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] Documents have been completed.
[AGENT][NEUTRAL] You can upload those documents online.
[CUSTOMER][NEUTRAL] OK. Now, the last time I was dealing with this, I was dealing with Ms. [PII], and everything was facts, facts, facts.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can fax it.
[CUSTOMER][NEGATIVE] So, no.
[CUSTOMER][NEUTRAL] Well, OK, so now you're telling me I have a choice though.
[AGENT][POSITIVE] You do have a choice, yes sir.
[CUSTOMER][NEUTRAL] I can do, OK, so how do I get it uploaded?
[CUSTOMER][NEUTRAL] To the point.
[AGENT][NEUTRAL] So you would have to create an account.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Are you near a computer? We can walk through that together.
[CUSTOMER][NEGATIVE] I certainly am not. Um.
[CUSTOMER][NEUTRAL] I certainly am not, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if you go to [PII], that's [PII].
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're gonna go in as a new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's going to ask you a question and you're gonna choose the top answer. I am an individual with an APL policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then from there you're gonna enter your information such as your last name, your social, um date of birth.
[AGENT][NEUTRAL] Email and phone number, I believe is what it is and zip code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can create an account on our portal.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now on that portal once you have that account, there are options for direct deposit where your payment can go directly to your bank if that's what you would prefer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can submit claim documents online.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can check claim status, and you can also click on your policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that would be for your accident and disability policies. You can click on those policy numbers and review your policy documents and benefits.
[AGENT][NEUTRAL] And also there's claim forms, but all of those documents can be submitted online via the APL portal.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK, that will suffice. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can, and again, you do have that option for fax as well.
[CUSTOMER][NEUTRAL] I understand as well. Yes, ma'am. OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] So, let me get on that. Let me see if I can.
[CUSTOMER][POSITIVE] Get these filled out for you.
[AGENT][NEUTRAL] Mhm. And
[CUSTOMER][NEGATIVE] Return it back to you. Mhm.
[AGENT][NEUTRAL] Yeah. And what was that date that your doctor extended to? Do you know? I can put it in the notes.
[CUSTOMER][NEUTRAL] She put it in for, I have to come see her for [PII].
[CUSTOMER][NEUTRAL] I have to come see her [PII]. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just putting it in the notes and that way they'll have all that information.
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And also that we discussed the portal for ease of submitting claims.
[CUSTOMER][NEUTRAL] Right. Mhm.
[AGENT][POSITIVE] And benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's been plenty. And if you could, I don't know if Miss [PII] is still part of the team. She helped me out the last time personally. Please extend a thank you to her for all that she did as well.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I certainly I'm gonna, I will tell her right now. And you know, if you need anything at all, Mr. [PII], you just call us, don't hesitate, OK?
[CUSTOMER][NEUTRAL] And to all of you, really.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, will do, will do, thank you.
[AGENT][POSITIVE] It's been such a pleasure and thank you for calling APLA. I hope you continue to get better. I hope you feel better soon.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yes ma'am, [PII]'s will. Yes ma'am.
[AGENT][POSITIVE] Yeah, that's right. That's right. He's a great physician.
[CUSTOMER][POSITIVE] That's right, the best, yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Absolutely. He's my friend too.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, that is plenty, man.
[AGENT][POSITIVE] Well, thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] And you too, man. Be safe.
[AGENT][POSITIVE] And continue to get better. Thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.