AccountId: 011433970860
ContactId: 33b3050e-5cdf-4073-9fe3-ded57793fb27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 707380 ms
Total Talk Time (AGENT): 260793 ms
Total Talk Time (CUSTOMER): 197736 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/33b3050e-5cdf-4073-9fe3-ded57793fb27_20250402T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII]. I'm calling to see if
[CUSTOMER][NEUTRAL] Uh, you got the papers from my disability insurance.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes sir, I can hear you now. I can hear you now. Can I please get your name?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK Mr. [PII] and what is your call back number sir just in case we're disconnected be able to call you right back.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, sir. And can I please get your policy number?
[CUSTOMER][NEUTRAL] That's the certification number it's 025.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 979-992.
[AGENT][NEUTRAL] Thank you, sir. Let me pull up your policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], how can I help you today?
[CUSTOMER][NEUTRAL] I have a short term disability or long term disability. I don't know what it is and.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] Lost my job due to getting the toe cut off and I'm just trying to see if to get this started before I lose all my stuff.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To get some sort of income coming in.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, um, I can help you with giving you instructions on how to file a claim. If you go to.
[CUSTOMER][NEUTRAL] No, I've already filled out the papers. I've seeing if the doctor has sent it to you yet and if the process is started.
[AGENT][NEUTRAL] Oh, yes, sir, you want to check on your claim status. We did receive um some claims information on [PII] and the claim is in progress at this time.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] It usually takes 7 to 15 business days to process the claim.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, and then how will, what does it show that I, I will make if everything's, I don't see why it wouldn't be why.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] How much will I be getting paid?
[AGENT][NEUTRAL] OK. Let me look. Um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm looking at your benefits now.
[AGENT][NEUTRAL] It looks like that you would be receiving $650.
[AGENT][NEUTRAL] Um, for
[AGENT][NEUTRAL] Your disability based benefit and this is just to verify benefits. It's not a guarantee of payment. And then if it's critical illness,
[AGENT][NEUTRAL] Then you get another $10,000.
[CUSTOMER][NEUTRAL] Critical illness would, would.
[CUSTOMER][NEUTRAL] Cut an amputation of two toes and still testing be considered critical illness.
[AGENT][NEUTRAL] Uh, it would all be determined by what the doctor sends in as far as his diagnosis and procedure codes that he's done. The claim will have to be completely processed in order for them to verify if it's critical illness or not because that's determined by the doctor.
[CUSTOMER][NEUTRAL] OK. And could you explain what critical illness means?
[AGENT][NEUTRAL] Critical illness is like a life-threatening disease, heart attack, stroke, um, cancer, uh, anything that is life-threatening.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So the 650, that's per week for 90 days?
[AGENT][NEUTRAL] Let me look and see.
[CUSTOMER][NEUTRAL] Because I made 1400 a week.
[AGENT][NEUTRAL] Uh, let me see, let me pull up your policy real quick and read it.
[CUSTOMER][NEUTRAL] 1500.
[AGENT][NEUTRAL] Let's see if it's per week or per month.
[CUSTOMER][NEUTRAL] Well, one lady said per week and one more lady said per month or 60% but.
[CUSTOMER][NEGATIVE] 60 per month wouldn't even be.
[CUSTOMER][NEGATIVE] 50% of one week of the month, so that didn't make sense to me but I'm in the hospital now with time to kill.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Oh my. Bless your heart.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] I mean all the blessings I can give.
[AGENT][NEUTRAL] Yes sir, I understand.
[AGENT][NEUTRAL] OK, it does say and then I'm gonna read to you what your policy says monthly disability benefit of $650 not to exceed 60%.
[AGENT][NEUTRAL] Of the monthly compensation.
[CUSTOMER][NEUTRAL] So 60% of the monthly compensation would be you adding my monthly together and give me 60% of that?
[AGENT][NEUTRAL] Well, it says the monthly disability benefit of $650.
[AGENT][NEUTRAL] And it's not to exceed 60% of the monthly compensation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, well, I'm glad I took that out, but that's gonna be little to no help to me on my bills. I don't know why I would have took that out with that little of a.
[AGENT][NEUTRAL] And it's a
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEGATIVE] That isn't even half of one check.
[AGENT][NEUTRAL] Right. I understand, sir.
[AGENT][NEUTRAL] And it says it's up to 3 months.
[CUSTOMER][NEUTRAL] So the max I would be able to get is 18 1950 if I was off the whole three months.
[AGENT][NEUTRAL] Yes, sir. That's
[CUSTOMER][NEUTRAL] If I got approved
[AGENT][NEUTRAL] Yes, sir, that's what the um policy states.
[CUSTOMER][NEUTRAL] OK, so how I'm sure it's gonna be approved. I mean, I'm.
[AGENT][NEUTRAL] There.
[CUSTOMER][NEUTRAL] Um, how do you guys, do you do a direct deposit or send me a check?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You can do it direct deposit, um, let's see.
[AGENT][NEUTRAL] Let me see for direct deposit real.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You are not OK, so what I can do is um I'm gonna put you on a brief hold. I'm gonna send you a direct deposit.
[AGENT][NEUTRAL] Um, form for you to fill out and you can email that back to us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To set up for direct deposit and I'm gonna send it to the email address verified for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] And then um the street address, can you please verify your street address for me?
[AGENT][POSITIVE] Make sure we've got everything correct.
[CUSTOMER][NEUTRAL] [PII] or [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then you already gave me your phone number we verified that so I'm gonna put you on a quick hold. I'm gonna get that email ready for you so I can send you your direct deposit authorization form.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] That's a lot.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] form on its way to you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] By by email.
[CUSTOMER][NEUTRAL] I'm on my phone so I'm just, I'm just waiting on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So all you'll need to do is just fill it out and email it back to the care team email address and we will apply it to your policy for you.
[CUSTOMER][NEUTRAL] Let me see if it came to.
[CUSTOMER][NEGATIVE] OK, and I just emailed it to the it's not came through yet it might be a minute because I'm in the hospital so I got really crap crappy service so after I get what will it say on it?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, the email is gonna say.
[CUSTOMER][NEUTRAL] Just direct deposit form.
[AGENT][NEUTRAL] It'll say direct deposit authorization form and then I put your policy number next to it.
[CUSTOMER][NEUTRAL] OK, so then I just uh fill that out on my phone and send it back to the email that you sent it with?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, well, uh, I would check but it's not coming through, so I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you're very welcome, Mr. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, but I hope you have a great day.
[AGENT][POSITIVE] You have a wonderful day too and I hope you heal up quickly thank you so much for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Bye bye sir.
[CUSTOMER][POSITIVE] Thank you, bye.