AccountId: 011433970860
ContactId: 36925c2c-24c9-43f6-ac4e-6d83e3c1df07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 774049 ms
Total Talk Time (AGENT): 511831 ms
Total Talk Time (CUSTOMER): 180188 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/36925c2c-24c9-43f6-ac4e-6d83e3c1df07_20250121T17:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I was trying to file an application for my uh, my PTO, what is it, short term disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and you have that policy with us, is that correct?
[CUSTOMER][NEUTRAL] Yes, I have it through uh SPJST Assistant living in [PII].
[AGENT][NEUTRAL] OK, OK, what's your name and a good call back number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, alright, Miss [PII], do you have um your policy number by chance?
[CUSTOMER][NEUTRAL] No, I sure don't.
[AGENT][NEUTRAL] That's OK, let me see if I can look that up for you.
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] [PII], if you don't mind, can I get your social so that I can look it up by that because I have a lot of [PII] in my system.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's look it up that way and see if it'll.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] It did not weird. OK, let's try this again. Let's see, do you know?
[CUSTOMER][NEUTRAL] So what are you looking for the identification number? I do have the, I found a card. I have a group number.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Which one? ID number?
[AGENT][NEUTRAL] Um, yes, give me the ID number. Let me see if that'll pull up something for me.
[CUSTOMER][NEUTRAL] OK, it is ZG, hold on, my eyesight going back. Z.
[CUSTOMER][NEUTRAL] 811390358
[AGENT][NEUTRAL] OK, that is not one of our ID numbers. What's the group number on there?
[CUSTOMER][NEUTRAL] Blue Cross Blue Shield?
[AGENT][NEUTRAL] No, this is American Public Gloss.
[CUSTOMER][NEUTRAL] OK, because this the number they told me to call for my uh.
[CUSTOMER][NEUTRAL] For the short term disability.
[AGENT][NEUTRAL] OK, that's OK we look, we can still keep looking that doesn't mean you're not in my system um I'm just not able to look it up with that number, OK? So let's see you said.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have a group number?
[AGENT][NEUTRAL] OK, what's that number?
[CUSTOMER][NEUTRAL] It is 358-426.
[AGENT][NEUTRAL] OK, let me see if I can find that group.
[AGENT][NEUTRAL] That is not a group with us either. I know, um, let's see.
[CUSTOMER][NEUTRAL] Oh my [PII].
[AGENT][NEUTRAL] I'm trying to think of another way I might let me, let me go back to looking by your name.
[AGENT][NEUTRAL] And see if I can find anything at all.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I have some.
[CUSTOMER][NEUTRAL] Here's another group number. I don't know which card is which. OK, here's another group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, let me look that one up.
[AGENT][NEUTRAL] OK, [PII], that one's not in my system either.
[CUSTOMER][NEGATIVE] That's the only two cards I have. I haven't gotten no.
[AGENT][NEUTRAL] OK, that's OK. Um, what city and state do you live in, Ms. [PII]?
[CUSTOMER][NEUTRAL] A new one.
[CUSTOMER][NEUTRAL] I live in [PII]. My facility is in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so let's see.
[AGENT][NEUTRAL] Looking for [PII] under [PII] and let's.
[AGENT][NEUTRAL] Do you know how long this policy has been active? Like, is it new or is it, have you had it for a while and you just haven't made it?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I mean, it was
[CUSTOMER][NEUTRAL] Yeah, I mean, I've had it for a while. It's just, you know, how you redo it at the end of the year.
[AGENT][NEUTRAL] Yeah, yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I mean, I have the card says [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] too that I have.
[AGENT][NEUTRAL] Um, if you don't mind, will you provide me with your full address because I may have found something.
[CUSTOMER][NEUTRAL] See, it might be, is it doesn't say [PII] and how.
[AGENT][NEUTRAL] It does. Mhm.
[CUSTOMER][NEUTRAL] OK, that's me.
[AGENT][NEUTRAL] OK, your, so I figured out there's a keystroke error in your social, and that's why I didn't pull it. They have a 2 instead of a 3.
[CUSTOMER][NEUTRAL] So, what is it now? What uh social do you have?
[AGENT][NEUTRAL] On your social security number, yeah, when I was pulling it up, it didn't.
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 04
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh, see that was actually my bad. We would not have had to do that because I wrote it down wrong. I'm so sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh goodness, OK, let's get over here and finally get you taken care of because goodness. OK, so I do have it, um, alright, it was effective in [PII]. OK, alright, so I do show that you have a policy. What, what questions do you have? What are you needing from me today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I am trying to apply for the short term disability.
[AGENT][POSITIVE] OK, so you need like the application, oh goodness.
[CUSTOMER][NEUTRAL] I've been in the hospital for a week.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so let's see here.
[AGENT][NEUTRAL] Alright, I'm gonna give you your policy number that's with us, OK?
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] It is 023.
[AGENT][NEUTRAL] 01
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 502.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, now as far as that address that [PII], is that a good address to send you out this paperwork so you can get it filled out?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I have to do all that.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] Somebody say y'all could do it over the phone.
[AGENT][NEUTRAL] No, um, we have to have, so we have to have part it's a three part.
[AGENT][NEUTRAL] I don't, I don't wanna say application claim form is really what we call it. So you fill out your part just essentially what's happening, what's the last day you worked, you know, your, your basic information and then we have to have something from the physician that has treated you.
[AGENT][NEUTRAL] And their signature and then your employer also fills out their portion confirming your last date worked and stuff like that um so it's a three parter and once we receive all three parts we then look at your benefits and say OK you know was she active and all this and you know you you have been since [PII] so um we just look at all that and um from there uh we start considering your benefits.
[CUSTOMER][NEGATIVE] OK. No, that's not a good place to send it. I, I had put down a PO box number for my mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's that PO box? I can get that updated in our system as well.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A huddle.
[AGENT][NEUTRAL] OK, is it gonna be the same zip code on file?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I will get that sent out, um.
[AGENT][NEUTRAL] I will get this address updated and like I said as soon as we now if you plan or obviously we don't plan on being out for an extended period of time but if you know you're gonna be out longer than the week or however long your physician maybe said that you're gonna be out like maybe he says hey you might need a month or so if you're going to be out an extended period of time, I would make copies of this that we send to you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That way because monthly you have to send in your portion only your portion um but the first one it has to come from all three and then periodically um until you return to work it's like every 3 or 4 months they'll request an update from your employer and your provider so it's not every month that you have to get this taken care of. It's only you know maybe quarterly so like every 3 or 4 months. So if you're gonna be out a really long time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, then we do kind of try to get updates from the physician by asking them and your employer to fill that out again, but that's not gonna be a monthly thing for you, so I would just make copies so that you'll have them on file. Um, there's also our online service center where you can go out and print them out, um, I don't know how tech savvy you are, some people don't like using the Internet or websites so if that's not something that is.
[AGENT][NEUTRAL] Uh, your forte, you know, then that's fine.
[CUSTOMER][NEUTRAL] So it's not.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEGATIVE] The thing about it is I'm in rehab right now. I can't go anywhere.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you have anyone that can pick up your mail for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Possibly, but it's gonna be a couple of days before it even hits the mailbox. So.
[AGENT][NEUTRAL] Yeah, probably so, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I would say that I can send it some other way um but if you don't have a way to print it or anything like that where you're at then it's still going to have to get to you in physical form so um so I'm gonna start with mailing it and then if you have any issues we'll try to move to a different way to get it to you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so I'll get your address updated, at least your mailing address we'll keep your physical in here, but I'll get your mailing address updated. Um, do you also want an email put on file just in case that's some type form of verification that you decide to use? OK, what's that email?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, it is lowercase [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, alright, so I will get all of this information updated I will um get that claim form sent out to you it should be mailed if it's not mailed this afternoon because it's still pretty early in the day.
[AGENT][NEUTRAL] If it's not mailed out this afternoon it'll get mailed out first thing in the morning so give it a few days to get to your PO box and then um like I said get your employer and your physician to fill out their portions and sign that and you can either mail it back to us or you can fax it back to us, um, so whichever 1 may be easier I don't know if you have someone that may be able to fax it for you or if you have to send it by mail either way as soon.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As those are completed, they can be sent to us now you do not have to get the physical copy of what's completed from your employer and your physician before you can mail back your form. Just know that if we get yours first or if we get theirs first.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You may receive something that shows a denial. It's not actually denied it's some it's basically just saying hey we're waiting on more information so it's gonna come across like it's a denial because we're not gonna be able to pay anything. however, once we receive everything we will compile the information together and say, OK, now we have all we need. Let's move forward with looking at this, you know, insured benefits and what we can do for them.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] How long do they usually take though?
[AGENT][NEUTRAL] Um, so it depends on how quickly the information's received. If it's received, you know, pretty quickly, we ask that you allow 7 to 10 business days, but sometimes depending on how many claims we have waiting for processing, it can be sooner, but we ask that you at least allow 7 to 10 business days.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much. All right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. All right. Bye-bye.
[CUSTOMER][NEUTRAL] OK. All right, bye.