AccountId: 011433970860
ContactId: 33f86682-b825-421c-90ef-d039b512956a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362600 ms
Total Talk Time (AGENT): 180219 ms
Total Talk Time (CUSTOMER): 129039 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/33f86682-b825-421c-90ef-d039b512956a_20250610T15:59_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][NEUTRAL] Hi [PII], this is [PII]. I have a question about um my short term and my accident policies.
[AGENT][POSITIVE] OK, and I'll be more than happy to help you with your questions and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, the contact number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have um one of the policy numbers? It doesn't matter which one.
[CUSTOMER][NEUTRAL] Uh, well, OK, so the accident policy is 2636069.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, now I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII]. The mailing is [PII].
[CUSTOMER][NEUTRAL] [PII], and then the, what's the last thing you needed? Phone number? Email is [PII].
[AGENT][NEUTRAL] Email.
[AGENT][NEUTRAL] Email.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And what questions did you have?
[CUSTOMER][NEUTRAL] So, I called yesterday. What, what do we need to ask about this one though?
[CUSTOMER][NEUTRAL] So it's more of the disability. Is there a difference between the disability form and a short term disability form? Is there a difference between the disability form and the short term disability form?
[CUSTOMER][NEUTRAL] When filling out.
[AGENT][NEUTRAL] Uh, APL only has one. Do you have another copy because ours is just short-term disability. I don't, I don't know what the other one would be.
[AGENT][NEUTRAL] Does it, does it say AP?
[CUSTOMER][NEUTRAL] Oh, OK, cause it was like.
[AGENT][NEUTRAL] Because sometimes the employer gives um both of them say APL? Oh, well, the employers will say it too though.
[CUSTOMER][NEUTRAL] It does.
[AGENT][NEUTRAL] Um, let me pull up the forms because we only have one, but sometimes like the employers have their own copy and they can send that in too, so maybe that's what's happening.
[AGENT][NEUTRAL] Did you, where did you get the forms from?
[CUSTOMER][NEUTRAL] Oh, we're just on a, we just, we your website online.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] So the dis the disabilities claim form is just the short term, short term, correct.
[AGENT][NEUTRAL] Yeah, because it doesn't even say disability anymore on the website. It used to though, so it sounds like you might have an old and a new, but it's all short term, that's the only thing we offer.
[CUSTOMER][NEUTRAL] OK. OK. And then, um.
[CUSTOMER][NEUTRAL] Do y'all have my policy for the accident?
[AGENT][NEUTRAL] What do you mean by that? Like, like do we serve?
[CUSTOMER][NEUTRAL] Like the downloaded documents, I can download my document for a short term, but I can't do it for my accident.
[AGENT][NEUTRAL] Oh, like a breakdown of your charges. Let me see if it's available. Hold on one second.
[CUSTOMER][POSITIVE] And benefits
[AGENT][NEUTRAL] Accident.
[AGENT][NEUTRAL] Hold on one moment. I'm just looking to see if it's available and then I can, I can email it to you, um, whatever you prefer.
[CUSTOMER][NEUTRAL] Yeah, email would be fine.
[AGENT][NEUTRAL] OK, it's coming up now. Hold on one moment.
[CUSTOMER][NEUTRAL] You can
[AGENT][NEUTRAL] OK, it's not available, so that's why you can't see it online. So I'll go ahead and send a request for them to upload the policy documents. Once they upload it, you'll be able to see it online because it's not even here for me.
[CUSTOMER][NEUTRAL] They want the
[CUSTOMER][NEUTRAL] OK. It should it be, I mean, how long does that, how long does that usually take?
[AGENT][NEUTRAL] So they have to create it.
[AGENT][NEGATIVE] To be honest, I, I don't, there is no turnaround. Some are there before the policy becomes a, I don't even, there's no turnaround, um.
[AGENT][NEGATIVE] I'm not sure. There's there's no turnaround for when the documents should be received.
[CUSTOMER][NEUTRAL] Is it gonna affect the policy? Will it affect me making a claim?
[AGENT][NEUTRAL] No, your policy is active. The documents are not available. So you, you can file the claims and you know, it'll go through like regular, we just need to get this uploaded. Basically, they need to create an online version so that you can see it and I can, we can have it here to access to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then whenever we finish filling these forms out, is there a fax number we need to send it to or email?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So the fax number is at the bottom of the first sheet is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now you can't email the documents, the completed documents because of HIPAA laws, but you can upload the document like file a claim online through the portal that you're in.
[CUSTOMER][NEUTRAL] OK, and then that'll just, it'll send through.
[AGENT][NEUTRAL] If you want to do it.
[AGENT][NEUTRAL] Mhm. And you'll get a confirmation number. Um, once you get the confirmation number, that's how you know it's sent through and it, it usually shows up to us like in a few minutes after you submit it.
[CUSTOMER][NEUTRAL] Can it be pictures.
[CUSTOMER][NEUTRAL] OK, uh, what was the picture? Can it be pictures of the document? It needs to be scanned? Does it, or does it have to be the scan?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So I've seen both. Um, it, it technically it should be scanned, but I've seen pictures accepted too, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I've seen it either way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty well I guess that's all of our questions for now.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL. I hope you all have a great day.
[CUSTOMER][POSITIVE] OK great thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye