AccountId: 011433970860
ContactId: 1986014c-0b7c-4c25-bf10-bf06e377345d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 551429 ms
Total Talk Time (AGENT): 201875 ms
Total Talk Time (CUSTOMER): 278771 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/1986014c-0b7c-4c25-bf10-bf06e377345d_20250306T17:58_UTC.wav
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[AGENT][POSITIVE] Good excuse me. Good morning, I'm sorry, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi I was trying to find out um.
[CUSTOMER][NEUTRAL] Just a second. I'm trying to find out on the paper that I have that I print off.
[CUSTOMER][NEUTRAL] That I went on there that they some. I'm trying to find out what part do I have to get the employee, what section I have to get the employee.
[CUSTOMER][NEUTRAL] To fill out at the uh the job people where I work at.
[AGENT][NEUTRAL] Are you talking about, is this for a disability?
[CUSTOMER][NEUTRAL] Yeah, yes, I'm sorry, I didn't tell you what I'm calling for, my bad.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, you're fine. Um, and your name is?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And Ms. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, no. Mm mm.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK, and what's your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you're trying to file a claim and just want to know what portion the employer will have to fill out?
[CUSTOMER][NEUTRAL] Mhm. Well, I'm gonna go in here and get this section so you can tell me that way I can pinpoint it back. They could go ahead and fill it out and I could go ahead and leave. Well, you know, instead of then they're going through the whole paper and then reading it and I just wanna know which part.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] They had to do and that way I could.
[CUSTOMER][NEUTRAL] I get it done and be over with.
[CUSTOMER][NEUTRAL] I'm gonna get the paper now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let me grab a pencil pen real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Give me one moment. I'm trying to pull up that claim form so I can view it.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For the employer's portion, um,
[AGENT][NEUTRAL] It would be section.
[AGENT][NEUTRAL] OK, it should be the last page.
[CUSTOMER][NEUTRAL] Wait a minute, I'm going to it now.
[AGENT][NEUTRAL] Uh, where it
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I got page 2, it's 20.
[CUSTOMER][NEUTRAL] Oh, you said the last page.
[AGENT][NEUTRAL] Yes, ma'am. Page 8 of 8 and it should be, um, it should say at the top policyholder statement.
[CUSTOMER][NEUTRAL] OK, hold on, cause I had.
[CUSTOMER][NEUTRAL] It it it's one of a.
[CUSTOMER][NEUTRAL] 808. OK, 808 is the KK2 that's the part I need to fill out.
[AGENT][NEUTRAL] The key portion, that whole page that in a policyholder statement, that's the portion employer will have to complete.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the 808. That's the section. And uh the doctor, what section the doctor got to fill out and then I know the other part I had to do it.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, the portion that says attending physician statement that starts with J.
[CUSTOMER][NEUTRAL] I see section A.
[AGENT][NEUTRAL] Section J.
[CUSTOMER][NEUTRAL] 6 section. OK, section J is there.
[AGENT][NEUTRAL] Yes, ma'am. It should say it's uh, yes, ma'am. It should say at the top attending physician statement.
[CUSTOMER][NEUTRAL] OK, and everything else.
[CUSTOMER][NEUTRAL] Well, they they show disability claim forms.
[CUSTOMER][NEUTRAL] You know, it might be on the next page. No, I put out everything she sent this statement of insurance.
[CUSTOMER][NEUTRAL] You fix your AGH.
[CUSTOMER][NEUTRAL] 61.
[CUSTOMER][NEUTRAL] You said 10, was it? OK, I see it. J.
[AGENT][NEUTRAL] Mhm. It starts on page 6, page 6 and 7 is for the physician. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, I just found it.
[CUSTOMER][NEUTRAL] OK, 6 and 70 they got 888. OK, and everything else I filled out.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, uh, I wanna ask one more question. With the part with the, uh, income part, the income tax part, do I have to put that on there? What they talking about this year or last year?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm assuming this year if um you're receiving any kind of income, uh, that would be along with the disability.
[CUSTOMER][NEUTRAL] Oh, you talking about the income of the job or they talking about any other additional income outside what I'm working.
[AGENT][NEUTRAL] Anything outside of this policy. So if you receive, yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, no.
[CUSTOMER][NEUTRAL] Yeah, I, I just wanna make sure I understand that part cause what I was looking at. I'm like, what they talking about? So that part I understand. So now I got you. I can just take that where they could go and send it out today.
[CUSTOMER][NEUTRAL] And when I send it or fix it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] How long would it take to know if I get approved for it, cause I'm supposed to been did it the last 2 weeks, but I don't know how cause they took me off again for another 2 weeks.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, I'm just trying to see how, how does it go.
[AGENT][NEUTRAL] I understand. Uh, usually from the time the claim is received, we have all documents like your portion, physician, and employers. It can take 7 to 10 business days to process. If additional information is needed, it would still be processed within that 7 to 10 business days, and they'll um inform you on that EOB if additional information is needed, but usually 7 to 10 days.
[CUSTOMER][NEUTRAL] Oh, OK. And then they get approved, how would they come, uh, in mail or uh?
[CUSTOMER][NEUTRAL] Or you can go on a card or something.
[AGENT][NEUTRAL] No, ma'am. If any benefits are approved, uh, they send out a paper check because I don't show we have any direct deposit information from you. So it would just be sent as a paper check.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, that's what I was saying if I was gay out there or do you, it's, it's just already like that before it, it just come in there.
[AGENT][NEUTRAL] Yes, ma'am. Uh, we do have, uh, I don't know if you set up on the online service center portal, but we do have it to where you can enter your direct deposit information that way if there's any payable claims, it could be direct deposited to you as opposed to a paper check being mailed.
[CUSTOMER][POSITIVE] OK, OK, I'll do that. Then once I get you to fill it out, then I'll set it up and then what if I have to call you back when we're in the process I'm in the process of setting it up, I'll just call back then. Well, OK, I appreciate it. OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um, I probably didn't uh verify with you, but verify your um mailing address and email address for me to make sure we have that correct.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII] and uh the email I think I gave her my iCloud, [PII].
[AGENT][NEUTRAL] I see a [PII].
[CUSTOMER][NEUTRAL] Uh, the Gmail is uh [PII].
[AGENT][NEUTRAL] No, it's a different one. I'm sorry.
[CUSTOMER][NEUTRAL] Oh, are they supposed to update it.
[CUSTOMER][POSITIVE] If I was [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. Yeah, they're supposed to update last time I talked to someone, I told them to change to my iCloud.
[AGENT][NEUTRAL] And what's that again? I'll change it for you, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah, I want to change to my iCloud [PII].
[CUSTOMER][NEUTRAL] Cause it's same way when I log in for my uh stuff for the job, it's on that there's an old email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cause I got a few emails.
[AGENT][NEUTRAL] And you said [PII] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All lowercase.
[AGENT][NEUTRAL] OK. I have entered that in the system. So hopefully, uh, when you set up on the online service center, that's the email we have so uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll be able to set up on, OK?
[CUSTOMER][NEUTRAL] OK, and then not I, I will make sure I remember it's the uh the [PII].
[CUSTOMER][POSITIVE] Love God.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Yeah, I wouldn't worry about that one. I did change it, so it should be the iCloud.
[CUSTOMER][POSITIVE] OK, I appreciate that.
[AGENT][POSITIVE] Yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, thank, thank you for calling AP, Ms. [PII]. You have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.