AccountId: 011433970860
ContactId: 34c0ac4c-2eef-4ad8-bc02-cc6d470b982c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361399 ms
Total Talk Time (AGENT): 167981 ms
Total Talk Time (CUSTOMER): 120497 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/34c0ac4c-2eef-4ad8-bc02-cc6d470b982c_20250407T18:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII] at Partners Benefit Group. I'm calling to check um on a disability claim, please.
[AGENT][NEUTRAL] OK, I can definitely help you with the claim. And [PII], may I have a good contact number in case we're disconnected and then the member's policy number?
[CUSTOMER][NEUTRAL] Yes it is um [PII].
[CUSTOMER][NEUTRAL] And I don't have the policy number. I have his social.
[AGENT][NEUTRAL] Oh, that's fine. I can use the social.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Whenever you're ready.
[CUSTOMER][NEUTRAL] It, are you ready for that?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for everything to come up here hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what is the um the member's first and last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Here we go. OK, hold on.
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][POSITIVE] OK. And thank you so much for verifying um his information. And let me take a look.
[AGENT][NEUTRAL] OK, and what questions did you have in reference to his disability claims?
[CUSTOMER][NEUTRAL] Well, his wife just reached out today like what when's the last payment that was sent or or what are y'all, what what's the status?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] So the last payment that was sent out was [PII]. It was $1,562.56. Are they, do they know that they have to do the continuation each month or was this like a one-time payment? What's happening?
[CUSTOMER][NEUTRAL] No, it's not a one time payment. He is still in the hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So we just haven't received the continuation for April, but as soon as we receive it, we'll go ahead and process, um, the funds are usually dispersed around the [PII] of each month.
[CUSTOMER][NEUTRAL] So yeah.
[CUSTOMER][NEUTRAL] OK, so where do I find the continuation form?
[AGENT][NEUTRAL] So, it's the short-term disability claim form. Um, hold on one second, let me pull it up. On that first initial page where the instructions are, um, it'll show you the continuing disability claim, you'll need to fill out sections A through E and then G through H. So let me see, see what pages that is. So 2.
[AGENT][NEUTRAL] And 3 because H is just like verbage, there's nothing to sign there.
[CUSTOMER][NEUTRAL] page 2 and 3 is all they need. Let's see.
[AGENT][NEUTRAL] Yes, ma'am. So however long he's going to be, um, however long he's going to be out, each month, she, I, I usually tell my patients when they do the, when they receive their payment, go ahead and send the continuation in so that next month can start processing.
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] OK. If I was to go online to print that form for them because see the wife is staying down at Mayo Clinic in the hospital with him, where do I
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So if, if it's being mail too, I'm like, I don't know how they're getting their mail, honestly, I don't know.
[AGENT][NEUTRAL] Oh, well,
[CUSTOMER][NEUTRAL] Um, how do I find that claim?
[AGENT][NEUTRAL] You can go to our website, which is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then to the top right corner, um, when it comes up, it'll say claims, claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it's an alphabetical order, you'll just scroll down until you see the the documents there and then you're looking for the short-term disability claim form and you can download that and print it or email it.
[CUSTOMER][NEUTRAL] OK and um can you go ahead and give me the policy number and the claim number so I'll have it.
[AGENT][NEUTRAL] Oh sure, um, now the claim number is gonna change each time. Did you mean like the last one?
[CUSTOMER][NEUTRAL] Oh, it is every month you'll get a new claim number I guess every payment like.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] OK, what's the policy number so I can put it on there?
[AGENT][NEUTRAL] So it's 109.
[AGENT][NEUTRAL] 2735.
[CUSTOMER][NEUTRAL] OK, and does the employer have to complete anything for the continuation?
[AGENT][NEUTRAL] No, no, not the continuation. Only time um is when that initial claim or if like he's extended or something and we need to change that return to work date.
[AGENT][NEUTRAL] But, but just the first time not.
[CUSTOMER][NEUTRAL] OK, but so on this one it's only it's just the page 2 and 3 like the employer doesn't have to complete.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That part or anything.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That is it. I appreciate it.
[AGENT][NEUTRAL] Alright, well, you're welcome. Again, all the information provided was a verification of benefits, not a guarantee of payment, and I hope you have a great day, [PII].
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.