AccountId: 011433970860
ContactId: 36f92fe7-ec29-4815-8f61-c65395d16509
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302839 ms
Total Talk Time (AGENT): 159177 ms
Total Talk Time (CUSTOMER): 79331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/36f92fe7-ec29-4815-8f61-c65395d16509_20250114T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi, I didn't expect someone to pick up so fast. Sorry, um.
[CUSTOMER][NEUTRAL] I just had some questions um about how short term disability might work for pregnancy if maybe you'd be able to answer some kind of basic questions.
[AGENT][NEUTRAL] Um, yeah, so, um, do you have a policy number with us? We can take a look.
[CUSTOMER][NEUTRAL] I do see, how do I find that um, uh, my policy number isn't listed in my.
[CUSTOMER][NEUTRAL] How do I find my policy number?
[CUSTOMER][NEUTRAL] For APL.
[AGENT][NEUTRAL] Mm, it would have been, yeah, it would have been sent like in a certificate if you had gotten that, but it's not something we send a card for. I can do a search by your name or social.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Sure, yeah, I can give you either one of those.
[AGENT][NEUTRAL] OK, yeah, whichever you prefer whenever you're ready.
[CUSTOMER][NEUTRAL] All right, um, try my social because my name is somewhat common. uh [PII].
[CUSTOMER][NEUTRAL] 0 sorry [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first part is [PII], did I get that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, all right. Just want to make sure I heard you right. All right, one moment, let me just take a look here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is your uh first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. I found you here. Um, and then I just need to verify for security your date of birth and address, please.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] [PII] and my current address is [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] So, the only thing that I know you just wanna look out for sometimes in these policies is just any sort of like pregnancy can be considered a pre-existing condition.
[AGENT][NEUTRAL] Um, and so some disability policies will have an exclusion on them where if you've been treated for anything within the past 12 months, you know, of having the policy, then that would be considered pre-existing. So of course, like with pregnancy, um, that would, uh, you know, of course apply. So let me see.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] What the limitations and exclusions are on this.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like if I had had a fatal appointment before signing up for APL.
[AGENT][NEUTRAL] OK, so under the limitations it does have preexisting condition limitations, so it does say no disability benefit will.
[AGENT][NEUTRAL] If the disability is caused by a resulting pre-existing condition that begins before you've had continuous coverage under this policy for 12 months.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So that would mean like your policy effective date I believe this this is the only one you've had. OK, so it was [PII]. So your disability would not this plan wouldn't pay disability on pregnancy unless the pregnancy occurred.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In like [PII]. Does that make sense? Because you've had the policy for at least 12 months?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um.
[CUSTOMER][NEGATIVE] Disappointing. It's good to know.
[AGENT][NEUTRAL] I'm sorry, yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But yeah, so it um
[AGENT][NEGATIVE] Wouldn't pay for anything within the immediate unfortunately, so.
[CUSTOMER][POSITIVE] All righty. All right.
[AGENT][NEUTRAL] Did you need me to check on anything else, [PII]?
[CUSTOMER][NEUTRAL] Um, nothing else that I can think of, no.
[AGENT][POSITIVE] OK. Uh, if you think of anything else, we're here to help. We're here to help, OK?
[CUSTOMER][NEUTRAL] I think that's it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah,