AccountId: 011433970860
ContactId: 3cc33ab9-9013-401b-8857-ac9365bd2244
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1577280 ms
Total Talk Time (AGENT): 738109 ms
Total Talk Time (CUSTOMER): 675898 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/3cc33ab9-9013-401b-8857-ac9365bd2244_20250121T18:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, hello, um, my name is [PII]. I'm calling concerning my claim.
[AGENT][NEUTRAL] OK, you're calling about turning in a claim you said?
[CUSTOMER][NEUTRAL] No, I, I'm calling concerning my claim. I've turned all my information in. I think since last year and I've not heard from, uh, anybody. They paid one time and they said I need more, uh, I should submit more information, which I did towards November to December last year and uh.
[CUSTOMER][NEGATIVE] The I fired from since April. I've not heard anything but just once, so they dele more information and I've I passed it to them since then we have not heard from me.
[AGENT][NEUTRAL] OK, I can take a look into that for you. Do you have your policy number handy?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I don't have my policy number here.
[AGENT][NEUTRAL] OK, um, are you the subscriber on the account? I can look it up with your social.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, and what.
[CUSTOMER][NEUTRAL] And the policy holder.
[AGENT][NEUTRAL] Yeah, what would be the social security number to look that up under?
[CUSTOMER][NEUTRAL] Oh, OK. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Some color.
[AGENT][NEUTRAL] All right. Would you be able to verify for me, please, your last name and your date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. All right, and you're looking, I'm assuming for that disability um claim, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. And you said that they were requesting more information and that you submitted it and you haven't heard anything back. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, I did. I, I
[CUSTOMER][NEUTRAL] The, the hospital, they wanted him um a doctor's uh information and the doc and they submitted my social worker submitted it to them.
[AGENT][NEUTRAL] OK, so I'm seeing here where we had the request for medical records, um.
[CUSTOMER][NEUTRAL] Yeah, they, they did submit it.
[AGENT][NEGATIVE] But I'm not showing where we received anything.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] let me see.
[AGENT][NEUTRAL] Alright, so,
[AGENT][NEUTRAL] I'm showing here.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] It looks like it was
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] A period of time.
[AGENT][NEUTRAL] It looks like [PII]. Is that correct?
[CUSTOMER][NEGATIVE] No, actually, I stopped working on [PII]. So, from [PII], to up to up to date. I've not worked. And when they say they thought they, I went back to work. I said I've not, I've not gone back to work ever since I did my this, so.
[CUSTOMER][NEUTRAL] Yeah, cause, OK, [PII] then, yeah, yeah, you are right because April, the, the last day, that was the last time I worked, so May, yeah, you're right, me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The work stop on [PII], the next month is May.
[AGENT][POSITIVE] Perfect so what I'm looking at.
[CUSTOMER][NEUTRAL] The last day I worked was on [PII], so the next month.
[AGENT][NEUTRAL] What I'm looking at here is the last um claim because I do see where we received medical records. It looks like um
[AGENT][NEUTRAL] That [PII] the [PII] [PII], um, that was during your elimination period, so that's just that period of time before your benefits kick in are payable and then it looks like from [PII], um you had benefits payable of $823.
[AGENT][NEUTRAL] 33 cents and then from [PII] you had benefits payable of $506 that were paid out and the claims, like the remarks on here say that um
[AGENT][NEUTRAL] It says that your payment includes your disability benefit for this month, and then it says that your payment completes your claim for this occurrence that benefits have been paid to the date you were released to return to work. And so um we don't show anything ongoing since then it looks like you were released to return to work on the [PII] and we never got any.
[AGENT][NEUTRAL] Um, new claims stating that you had a different return to work date from your employer, or not your employer, your physician.
[CUSTOMER][NEUTRAL] Return to
[CUSTOMER][NEUTRAL] Return to work when?
[AGENT][NEUTRAL] So I'm just reading off of what it says, um, but it says that it paid through your return to work date.
[CUSTOMER][NEUTRAL] What was the, what, what month? I don't know that's what I'm saying since April up to date. I've not gone to work.
[AGENT][NEUTRAL] You've not, OK, so.
[CUSTOMER][NEGATIVE] I don't know where they are. Yeah, I've not worked and I, I only receive one time payment. I don't know if they merge it together or not, because, uh, the one saying they pay you I I've not received it.
[AGENT][NEUTRAL] So it looks like they paid you.
[AGENT][NEUTRAL] For April or for May and then the start of June, um.
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] So every month that you continue disability, you need to resubmit in a disability form, um.
[CUSTOMER][NEUTRAL] Oh, nobody tells me anything.
[AGENT][NEUTRAL] So, well, so you should have gotten a letter from us uh sending out you a new copy of the form and then with an explanation stating like you know to continue submitting your paperwork and that should have come out when they sent you that first payment.
[AGENT][NEUTRAL] Um, and then any time there would have been an update from your, from your doctor's office, um, so if they, you know, changed your return to work date, kept you out longer, um, we would need any updated information from your doctor, but if they don't update any information, you don't have to send it, you just resubmit your portion of that claim form.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it goes from there. So if you're needing, um, I'd recommend, I'd recommend submitting, you know, um, you said it was from June, right? So I'd recommend submitting, you know, one for the rest of June, July, August, September, October, November.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Maybe just through October I'd resubmit them um those individual claim forms for those continuing months um just because we need a new claim form on file every time um for every month of continued disability.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, but I just want to let you know that I only got paid once, and you said they paid me twice, huh?
[AGENT][NEUTRAL] Yeah, it came out it was um they submitted them together as one payment um so the, yeah, it was they submitted them all under one claim payment so the total payment was $1,306.72 but they were for one was for all of May and one was for the start of June.
[CUSTOMER][NEUTRAL] I really
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I see
[CUSTOMER][NEUTRAL] Oh, I, I see them, that what they, that is in the paper what I saw, they say it's 900 and something.
[CUSTOMER][NEGATIVE] They didn't pay me 1000 something.
[CUSTOMER][NEGATIVE] Because when I asked, uh, I went, then I went to the bank I said is this to pay? They say yes. I said, uh, they say how much am I expecting. I told them because I have the, the receipt that they say they pay 1000. When I get to the bank, they say it's 900 and something, so they only pay 90 something, it's not 1000 something.
[AGENT][NEUTRAL] Yeah, it
[CUSTOMER][NEGATIVE] And since they have not received any money since we have been, uh, my, they have been in the hospital, the doctor have been sending all this information you are they keep saying we'll be sending it and they say they don't receive it from uh June up to this time. They keep saying they didn't receive anything.
[CUSTOMER][NEGATIVE] And they say, OK, when, when my social worker talked to one of the, one of, uh, one, customer service, she said, OK, just try, they're gonna pay everything they have not paid. Just show us that she is not going to work. She fasted it, which is November something and they still they did not do anything.
[CUSTOMER][NEUTRAL] No, she said give them a time, give them time.
[AGENT][NEUTRAL] I don't see that we've received any information since the end of September, so if you, if you all fax us information in November or December, we don't have it on file. The last thing I see came [PII].
[CUSTOMER][NEUTRAL] September.
[CUSTOMER][NEGATIVE] That's the last time we, we'll be fasting. That's what I'm saying. I don't know if the fast thing is going to the wrong people. They will be fasting like every time we fasting that they will say, OK, they didn't receive it fast again fast again. So last year I told them I've not received anything, you know, I've not been working. That is the only thing I put my hope on. She said, OK, give them time, maybe because of [PII] or whatever. And since then I've not heard anything. And the lady she talked to said they're gonna pay everything.
[CUSTOMER][NEGATIVE] The one they have not paid since uh uh September down to December. They're gonna pay. They we we no we didn't, I didn't hear anything. I keep telling them they say just give them time, call them. I will call, they will say OK fast when I go to the hospital they will fast.
[CUSTOMER][NEGATIVE] You guys say no. I just, OK, I, I, I waited. I said, OK, let me give time January before I call back because of all this snow and anything. I said, OK, let me try. I call now. You say you have noticed even the one she sent the last one she sent the game because I keep disturbing her. She said he fasted it every information they needed. They fasted it to the uh, to you guys, and you say you have not received anything since September.
[AGENT][NEUTRAL] Yeah, I'm really sorry. The last information I see was the medical records we received end of September.
[CUSTOMER][NEUTRAL] From set. OK, what kind of medical record do you guys need? So I, I, I don't know. And who are we don't know. Is there anybody, like, you know, attention to who so that I will know who will be saying, OK, we'll pass it to so so person, so that will not be 5% and nobody's receiving anything.
[AGENT][NEUTRAL] Yeah, so when you um you would just make it attention to claims, um, it wouldn't go to any particular person within the claims department you just make it attention to claims and then um I don't.
[AGENT][NEUTRAL] Uh, all I'm seeing that we n[PII] is, you know, your, your claim form to be sent out to us, um, for the continued months. So I'm not showing that we need any more medical information, um.
[AGENT][NEUTRAL] I'm just showing that.
[AGENT][NEUTRAL] If you have continuing disability that you need to, every month you need to resubmit your form, um,
[CUSTOMER][NEUTRAL] I don't have any phone now, so where can I get the phone from?
[AGENT][NEUTRAL] Yeah, absolutely. So our forms are available online. Um, I also alternatively, if you want I can email you a copy of our disability claim form if you'd like it. OK, perfect. Let me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, you can email me. You can email me that and or send it to my email address, home address, I mean. Then, um, when I go to the hospital, I will let my social worker know that you guys have not been receiving anything because he keeps sending, I think because he keeps sending the information, the medical information, that's why I don't know that we needed for. Maybe we will fill it together there. So.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah, absolutely. Let them know we're not receiving it.
[CUSTOMER][NEGATIVE] If you feel it, is it like, OK, right now it's from September up to this time now, that's what I already said they're gonna pay. But now you see you have not even received anything.
[AGENT][NEUTRAL] Yeah, absolutely. Definitely let them know we're not receiving anything else that's come through. Um, and what I'll do is I will, will you just verify for me, please, just your mailing address and your email address so I can make sure I get this sent out to the right spots.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Are you, if you're talking about my home address?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank
[AGENT][POSITIVE] Perfect and um and then if you could just verify your email address for me as well, Miss [PII].
[CUSTOMER][NEUTRAL] Oh, OK. My name and my last name is [PII].
[AGENT][POSITIVE] Perfect. Alright, I will go ahead. I'm gonna get some sent out in the mail for you, um, and then I'm also going to
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm also gonna send it as an email so you have it both ways um and we will get those sent right out to you but I'm putting that request for the one to be mailed in as we speak.
[AGENT][NEUTRAL] And then I'll get that email out to you in just a minute.
[CUSTOMER][NEUTRAL] What is payment gonna look like? Let me ask first before this line work.
[AGENT][NEUTRAL] And then
[AGENT][POSITIVE] Uh, that is an excellent question, ma'am. I.
[AGENT][NEUTRAL] can take a look at what your benefits says. It looks like your benefit it states it's, I want to make sure I'm reading this right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It looks like it's saying the benefit is $950 a month.
[CUSTOMER][NEUTRAL] So is he gonna be, he's gonna take uh from September to when?
[AGENT][NEUTRAL] So I can't guarantee like I can never guarantee payment, like I can only ever verify coverage, um, but
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] It looks like you have 6 months of disability, like that's your benefit period and it started, you know, [PII] or the [PII] I believe. So it would have been paid for May, June, July, August, September, October is 6 months.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, May, June, July, August, September, October, um, and then that is the 6 months of
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] of disability that you have.
[AGENT][NEUTRAL] As the benefit?
[AGENT][NEGATIVE] Um, but I don't process claims, so like I can't, I can't ever tell you like oh this is for sure gonna be paid and it's gonna go exactly like this because I don't process it, um.
[CUSTOMER][NEUTRAL] Mm
[AGENT][MIXED] Unfortunately, so I like.
[CUSTOMER][NEUTRAL] I just want to know if you have like an idea if they're gonna pay it in like in pay it together or be paying month like one month.
[AGENT][NEUTRAL] So, um, if you submit the continued claim things all together.
[AGENT][NEUTRAL] You know that's, I'm not sure how it would pay out because the other one paid out both of the months together in one payment and so I'm, it easily could come through that way as both of them together in one payment.
[AGENT][NEUTRAL] Um, or all of those, the rest of those months together in one payment, um, or they could come out separate and I'm not exactly sure.
[AGENT][NEUTRAL] How they separate that out.
[CUSTOMER][NEGATIVE] OK, I wanted to know, you know, so that, you know, if they just go, you know, we are now in the [PII], so that can use it even with the hospital bill they keep calling me and I've not even started. I've not worked since April last year.
[CUSTOMER][NEGATIVE] So that's where I was hoping to be able to pay my, like a little bit of insurance and payment plans with the hospital bill. They are calling me all the time. I don't work, I don't want, you know, I'm not earning now.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] So I was hoping on that payment.
[AGENT][NEUTRAL] OK, um, let me, you know, Miss [PII], let me see if I have any, um,
[AGENT][NEUTRAL] Any agents to process uh the disability claims available and see if one of them might know exactly like what that could look like. I mean, I don't think anyone can guarantee anything. We never know how it'll shake out, but maybe they have more information on like, you know, what could happen there for you. Um, let me, let me put you on a quick hold, Ms. [PII], and see if I can get somebody with a little more information um to help you with that, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I need help.
[AGENT][NEUTRAL] Just to
[CUSTOMER][NEUTRAL] Sing.
[AGENT][NEUTRAL] Mm mhm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking? How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] with the care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm good, and you?
[AGENT][POSITIVE] Hey, I'm doing great. I need help though.
[CUSTOMER][NEUTRAL] OK, what, what's the, uh, what I that's OK. What's the policy number?
[AGENT][NEUTRAL] I'm looking at policy number 02330383.
[CUSTOMER][NEUTRAL] OK. Let me take a look at that, get it pulled up.
[CUSTOMER][NEUTRAL] Is it for uh [PII]?
[AGENT][NEUTRAL] Oh, [PII]. I'm looking at the wrong policy. Sorry, that was an old one I had pulled up. It's for 2,341,350.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh hi.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] OK, alright, and what's your question?
[AGENT][NEUTRAL] OK, um, we've got so many questions. Um, Ms. [PII] filed disability with us. I like tried to read her her claim remarks and let her know, um, all the things she wants to know like why she hasn't been paid since her one payment and I like explained that she had to send, you know, additional claim forms every month that she wanted to like make claims.
[CUSTOMER][NEUTRAL] Mhm. You have to file a claim each month. Mhm.
[AGENT][NEUTRAL] Uh-huh, and she said that she wasn't notified, so I started like looking into her things, and it doesn't look like her EOB like went out saying that cause usually it'll say like, hey, resubmit. Um, her EOB says that she's been paid until her return to work date, but her return to work date on her claim was like in December and um and so I'm not really sure if what I'm looking at is wrong.
[CUSTOMER][NEUTRAL] OK, let me, yeah, let me look at the last claim where she got a payment and see exactly what it says. Let's see here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] So it says this this payment includes your disability benefit for this month. Please contact.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Our office immediately if you are released from the doctor's office and if you return to work so that your claim does not become overpaid, so it's just an ongoing payment. I don't see where we pay you. She just needs to file a claim. She last filed a claim that remark code PE111.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And yeah, that was the last time she was paid with remark code PE111 and PE 70 for June. Let me go look at that 1. PE111.
[AGENT][NEUTRAL] Yeah, that's the one that said it completed the occurrence.
[CUSTOMER][NEUTRAL] OK, let me take a look at that one.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] This benefits have been paid to the date you were released to return the order. OK, well, with that being said.
[CUSTOMER][NEUTRAL] Only thing we could do is look and see if she file something what the doctor extended her because uh.
[AGENT][NEUTRAL] So her original claim shows her return to work dates for December.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, but the, the, the, um, signature line.
[AGENT][NEUTRAL] On that matches that return to work date. So I, and there's so much in here like I'm just like trying to look through it and I don't always know exactly what I'm looking at um.
[CUSTOMER][NEUTRAL] OK, let me just, let me try to see if I can look at um that document.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Oh let's see here.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so when she first filed her claim,
[CUSTOMER][NEUTRAL] Her return to work date.
[CUSTOMER][NEUTRAL] Date last one.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let me see it on here.
[CUSTOMER][NEUTRAL] Oh, let's see.
[AGENT][NEUTRAL] No, yeah, there's so many pages and there's
[CUSTOMER][NEUTRAL] Anticipated return to work date [PII]. OK, so at this point all I can do is if you want to transfer her you can, but I'm just gonna have to reach out to [PII] and try to figure out what happened with that because I, I can't tell you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's, that's a more, that's a question that's geared toward, uh, you know, I take the calls just like you for disability, but unfortunately, I've never been trained to process disability. So I can only go so far. Yeah, I can only go so far, you know, and, uh, in this case, that's to me, that's a bitsy question as to why we didn't, but I'll reach out to her and ask her if you wanna just transfer the call.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] No, that's the same here.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, and then she does have one more question is if she submits, um, that continuing claim form, she needs to submit one for right like she had May and June, so she needs the rest of June, July, August, September, October, gets her 6 months. That's what her benefit is so she needs to submit 5 more forms. Are those all gonna be paid in one payment or would they come in 5 separate payments? She wants to know the answer to that question. We don't know. OK.
[CUSTOMER][NEUTRAL] OK. What's the callback? Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We, we can't answer that. Uh, OK, but yeah, um, yeah, yeah, uh, you know.
[AGENT][NEUTRAL] That's why I told her. I told her I wasn't sure how it shook out, but I would.
[CUSTOMER][NEUTRAL] I'm pretty sure she's gonna, if, if it, if it's something that has to be processed, I'm pretty sure they may do all those on that, but again, that's a, that, that's to the processor. I don't process those claims. I don't know what their rules are. I don't know if it has to be broken out. I don't know if it can be lump. I don't know, but.
[AGENT][NEUTRAL] You know,
[AGENT][NEUTRAL] I don't know either. I'm.
[CUSTOMER][NEUTRAL] I can get those answered for her. I'll get them answered, but I'm trying to see what [PII] put on here. Received medical records reviewed by Doctor [PII] No medical records first sent to him for review. Medical records 50 pages sent to Doctor [PII] Benefit was paid in good faith on the first claim with no medical records on file. Her medical records during requested time period benefit.
[CUSTOMER][NEUTRAL] was paid up to the date the insured had her claim form returned to work. See, basically got a return to work date in here of [PII].
[AGENT][NEUTRAL] Yeah, so I know there's gotta be something like I can't see you like or I or I'm not trained to look at.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna, I'm just gonna ask her. Yeah, I'm just gonna, um, you could transfer. What's her callback number?
[AGENT][NEUTRAL] Yes, callback number is going to be um the one she's calling from the [PII].
[CUSTOMER][NEUTRAL] OK. All right. OK, and you verified everything, right?
[AGENT][POSITIVE] And I did, I did verify everything and she is, I already sent out a request for claim forms to be mailed to her. So they're coming her way. Awesome, thank you. And you said [PII], right?
[CUSTOMER][NEUTRAL] OK, alright, go ahead and send her over.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Right. Uh-huh.
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII], are you still there with us?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty, I have Ms. [PII] on the line and um she is going to take the call on over from here and she's gonna do her best to help you answer uh the questions you had. I did explain to her a little bit about the things um you called concerned with um and she's gonna do our best to help you get some answers today, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, uh, good afternoon, Ms. [PII]. Um, I understand your name, date of birth, email, and, uh, address has been verified, and you have some questions about uh your disability payment. Um, you say you were slated to return to work on [PII].
[CUSTOMER][NEUTRAL] But I'm showing the last time you were paid was July.
[CUSTOMER][NEUTRAL] I'm sorry, no June you received a payment in June.
[CUSTOMER][NEUTRAL] And the remark code that was placed on that.