AccountId: 011433970860
ContactId: 37a52ab9-3d62-4dc4-9956-ced3d739667d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 713400 ms
Total Talk Time (AGENT): 336470 ms
Total Talk Time (CUSTOMER): 398075 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/37a52ab9-3d62-4dc4-9956-ced3d739667d_20250430T16:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I?
[AGENT][NEUTRAL] I help you?
[CUSTOMER][NEUTRAL] Yes, hello there, [PII], uh, yeah, um, I was hoping to get a little information on, um, your short term disability that I have, um, applied or that I covered under, um, with my, you know, right, so I was hoping to get a little information on how I can go about even, um, uh, initiating that, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, I can help you with your benefits and um filing a claim sir can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, of course. Uh so that name is spelled [PII] Last name is [PII], like [PII].
[CUSTOMER][NEUTRAL] Um, and call back number when you're ready. Call back number, oh, OK, sure, so that's area code [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes sir, I'm ready.
[AGENT][NEUTRAL] Thank you, [PII]. And then what is your policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, you know, I, I wonder if you could dig a little deeper. They're sending me something online. They, they're sending me something online because somehow or another it got misplaced, um, in their correspondence, right, so it may be online now. I can, uh, take a look and see, yeah, take a look. If, if not, maybe you can just, I don't, I, I don't know if you can use my social security or while I'm looking is there.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me, um
[AGENT][NEUTRAL] Let me try your name first, um.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] And see if I could pull it in that way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think I have you pulled up, sir. OK, Mr. [PII], what is your, you're very welcome. What is your date of birth, sir?
[CUSTOMER][POSITIVE] Oh, OK, awesome.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh yeah, sure, that's [PII].
[AGENT][NEUTRAL] Thank you, and then I'll also need to verify your address, the phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, of course, uh, so, um, address is [PII] and my email is [PII], I'm sorry, it's [PII]. I can't remember what else you needed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the phone number that you gave me to call you back on, is that your cell phone number, sir?
[CUSTOMER][NEUTRAL] Yes, no tourists.
[AGENT][POSITIVE] OK, alright, perfect. Thank you.
[AGENT][NEUTRAL] Let me go ahead and give you the policy number now so that you have that handy.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] And you just let me know when you're ready for it.
[CUSTOMER][POSITIVE] Oh yeah, I'm, I'm ready.
[AGENT][NEUTRAL] OK, the policy number is 260.
[AGENT][NEUTRAL] 7315.
[CUSTOMER][NEUTRAL] 60
[CUSTOMER][NEUTRAL] OK, future reference that's for the um.
[CUSTOMER][NEUTRAL] What's the name of the provider insurance there that's uh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] It's APL.
[AGENT][NEUTRAL] A as in apple, P as in Paul, L as in Lima.
[CUSTOMER][NEUTRAL] APL right OK.
[AGENT][NEUTRAL] And so I do show that you have um your short term disability once approved lasts for 3 months, uh after you have a 7 day waiting period from the date that the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] An accident occurred and the doctor has, you know, put you on a short-term disability and your benefit pays $650 per month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is just to verify your benefits. It's not a guarantee of payment. It's just to let you know your benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK, OK, um, OK, that's good to know, um, so that's a little different from SSI because I was, I was kind of anticipating a little bit of a higher amount, but I guess that's a little bit.
[AGENT][NEUTRAL] Oh yeah, it's it's.
[CUSTOMER][NEUTRAL] Or maybe maybe that's what yeah go go ahead sorry.
[AGENT][NEUTRAL] Yes, um, Social Security, um, the Social Security office.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I think they do theirs based on um your annual pay where this is just a policy that was taken out with a set amount per month.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I, I see, OK, and um, I'm sorry, that amount was 640.
[AGENT][NEUTRAL] $650 per month.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Alright, OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And like you said a week start the week after, right? OK.
[AGENT][NEUTRAL] Right. Right. And you have um
[CUSTOMER][NEUTRAL] If, if, if, if, if that's free.
[AGENT][NEUTRAL] Right, if they put you on short term disability you have to wait 1 week, um, and then you'll get it for 3 up to 3 months and if you need to file a claim, if, if you need to start the process for short term disability, let me give you our website to go to um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So you can sign up there and you can do everything through one site it's our online service center.
[AGENT][NEUTRAL] You can file your claim, you can see your benefits, all that information is at the site.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, great.
[AGENT][NEUTRAL] And um it's called secured, it's S E C U R [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] that you said public?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK, like I said, you can, you can initiate everything there, OK.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes sir, you'll go in um the first time you sign up for it you're gonna choose that you're a new user.
[AGENT][NEUTRAL] And then your second option is going to be you're an individual with an APL policy and then you'll just figure out what you want to use for your um.
[AGENT][NEUTRAL] Username and your password and you can file your claim straight through there.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Oh, OK, um.
[CUSTOMER][NEUTRAL] Yeah username password.
[CUSTOMER][NEUTRAL] Um, and I'm sorry, uh, yeah, I got that. The first thing was the user and password, get all that set up, my profile, and then you said something else about what else was it? I'm sorry.
[AGENT][NEUTRAL] You could just um if you wanna file your, your claim through there you can do it through there.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And it's really important if you do decide you want to file a claim that your doctor fills out their portion of the claim form, you fill out your portion and your employer fills out their portion.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, um, I don't know how I initiate that with, of course, you know, so I, so, so I guess essentially I would just print off the, you know, make, take it to my doctor and then also notify my employer that you know, I'm gonna be filing and then um oh OK, OK, OK, doctor to.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you could just upload it into that online service and once you get everything filled out you can upload it to the online service center and start the claim process.
[CUSTOMER][POSITIVE] Oh, I see. OK, I'm taking notes here. Appreciate it to upload it to upload it to the what center to.
[AGENT][NEUTRAL] Through the online service center in the online service center once you sign up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can um click on claims and forms to file a claim and you'll choose the uh short term disability claim form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you can download that, take it to your physician, take it to your employer, and then you can um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Once you get it completed then you can upload it in through the online service center.
[CUSTOMER][NEUTRAL] OK, yeah, you know, once they do their part, um, I guess, I guess I would scan it or whatever, is that what you're saying or?
[AGENT][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, right, OK.
[CUSTOMER][NEUTRAL] All right. Um, OK, very good. Um, doctor and employer. All right.
[CUSTOMER][NEUTRAL] OK, and then um.
[CUSTOMER][POSITIVE] Let's see what else. OK, I think that's pretty self-explanatory, um.
[CUSTOMER][POSITIVE] Right now, maybe, you know, I can kind of get your, you know, expertise if you don't mind, uh, you know, and I understand we, I understand we have the HEPA and all that, so hopefully this is between me and you, not, not anyone else courses. OK, OK, great, great. Now if you know, things, you know, we're hoping for the best of us get better, so we're now things, uh, uh, continue to, you know, not improve.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Yes, sir, absolutely. Yes.
[CUSTOMER][NEUTRAL] And then that was something I would, I would take up with SSI, you know, if I need longer term or um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. You would have to do, cause this is only a short-term disability policy where Social Security is long term. Um, and we're not associated with them. I just know that they do long-term disability, where we're just a short-term disability.
[CUSTOMER][NEUTRAL] Right right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, alright, I understand. OK, so you know, hoping for the best and it just, yeah, as you understand though, as you understand that amount is, uh, that's a tough one. Yeah, thought it was a little, uh, yeah, yeah, right, right, so, um, but you know, at least that to get things going and then hopefully you know get better from there, right, then go from there. OK, OK, very good there.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] OK. Well, Mr. [PII], can I answer any other questions for you or help you any further?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, let's see the toy toy, I think I got everything I need. I wanna make sure I have that website there, [PII], and that was called um yeah here we go. I'm looking at my notes one second.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] And if you get in there and you get stuck and you need help or you have, you decide you have questions later on, always feel free to pick up the phone and we'll walk you through it, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, OK, awesome, awesome, a[PII], um, could you, could you repeat it? I know I have it, but just, just in case.
[AGENT][NEUTRAL] The um website.
[CUSTOMER][NEUTRAL] The the the web.
[AGENT][POSITIVE] Yes, sir. That's secured.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I have it here.
[AGENT][NEUTRAL] [PII]. [PII].
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] [PII]. OK, like I said, you know, if I need you guys to help me walk through the next I'll give you a call. I really appreciate and your hours there, your hours there are like, uh, your hours.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We're um Central time from [PII].
[CUSTOMER][POSITIVE] OK, OK, very good. OK, I appreciate your help.
[AGENT][POSITIVE] It's not a problem at all. I hope that you get to feeling better and we appreciate you calling APL.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][POSITIVE] 00, OK, very good. Thank you now. Yeah.
[AGENT][NEUTRAL] Alright bye bye Mr. [PII].
[CUSTOMER][NEUTRAL] Oh, OK.