AccountId: 011433970860
ContactId: 41872fd5-d456-4742-a7a7-6ed05a7d882f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426799 ms
Total Talk Time (AGENT): 179721 ms
Total Talk Time (CUSTOMER): 176369 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/41872fd5-d456-4742-a7a7-6ed05a7d882f_20250211T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh, yes, hi, I was wanting to uh inquire on the status of the disability claim for uh one of the insured.
[AGENT][NEUTRAL] OK, sir, are you with the group?
[CUSTOMER][POSITIVE] Yeah, I'm actually the broker on the group, but I've been helping the lady. I, I filed her I filed the claim for her.
[AGENT][NEUTRAL] OK, and what is
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely. What is your name, sir?
[CUSTOMER][NEUTRAL] Uh, [PII] with the broker's office. I should clarify.
[AGENT][NEUTRAL] Yes, sir, um, and what is the group, um, number for the group that the insured is on?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm, um, in the website here and it's probably right in front of me but uh hang on it's 25 something let me see so I was open invoice real fast.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, 25798.
[AGENT][POSITIVE] Thank you and let me look up that group real quick Mr. [PII].
[AGENT][POSITIVE] OK, thank you so much. Um, can you just verify the address for the group?
[AGENT][NEUTRAL] The physical address?
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Uh, well, oh, it's PO box on the invoice, um, you need to, you need physical or PO box?
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Uh, just the PO box is fine.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. Yeah, [PII], that's [PII].
[AGENT][POSITIVE] Thank you. I appreciate you verifying the group for me. And then what is the insured's name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] And then what is [PII]'s policy number, please, sir?
[CUSTOMER][NEUTRAL] 230-1502.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK, I've got her pulled up and we're looking for disability claim, is that correct sir?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, I do show.
[AGENT][NEUTRAL] That there was a claim received on the [PII] and it's still in process.
[CUSTOMER][NEUTRAL] OK, and, and what, what's a, I'm just trying to set expectations. She, she typically calls me every day or so and, and she, she had, she was in a hospital for I think a week and then, uh, and, and I don't think she has much family support because usually I don't get involved too much but um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Bless it.
[CUSTOMER][NEUTRAL] Yeah, she started calling you know yeah, and, and so and so, um, obviously now it's been about 3 weeks, or excuse me, almost 4 weeks now since she had the um stroke, um, or semi stroke and uh and um so how long does it take to process normally?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Once we receive the claim, it takes 7 to 10 business working days for the claim to be processed.
[CUSTOMER][NEUTRAL] Oh, OK, so that fits it, uh.
[CUSTOMER][MIXED] OK, and so that probably fits it, uh, not till.
[CUSTOMER][NEUTRAL] Uh, next week, probably.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, and, and then once it's approved, y'all do monthly payments is what, uh, uh, uh, uh, uh, I understood from the previous call, um, what is, is that monthly payment typically geared around the first day of disability or is it geared around the first of the month or?
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] It's usually around the [PII] of the month.
[CUSTOMER][NEUTRAL] Around the [PII] of the month, well, so this is gonna be kind of interesting in a sense that because, because she'll she'll be owed if it's approved, of course she'll be owed since I think approximately [PII]. She the disability occurred on the [PII] and so [PII]. I don't quite know how that one day works.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Um, so, so she, so she would be owed, you know.
[CUSTOMER][NEUTRAL] and so will they pay her? I'm just trying to help her understand what's gonna happen. Will they pay you, you don't know quite what they'll pay her yet.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] No, I don't know what they're going to pay her because they're the examiners are still examining the claim. Um, I do know that the checks go out on the [PII] of the month if they do check or if she does direct deposit it also goes out on the [PII] of the month.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, OK, but we just don't know on the, well, so, well, let me ask you a different question, is it, is it paid in advance or is it paid in arrears?
[AGENT][NEUTRAL] I am unsure about that. I would think that it's paid in arrears because you have to have the paperwork done.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] From the physician, the employer, and the insured, and I know it's gonna take time to do that, so.
[AGENT][NEUTRAL] Um, that's a good question. I mean, I can transfer you over to the claims department and you can ask them.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[AGENT][NEUTRAL] OK, alright, it's gonna be a brief hold while I transfer you over.
[CUSTOMER][POSITIVE] Great thank you so much.
[AGENT][POSITIVE] Alright thank you you have a blessed day, Mr. [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got a broker on the phone. Um, his name is [PII]. He is calling on policy number 2301502.
[AGENT][NEUTRAL] For Ms. [PII], he's um handling this claim for her in the broker's office. He has some questions about the claim, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That I was unable to answer like is it paid in advance? is it paid in arrears?
[AGENT][NEUTRAL] And I told him it should be paid in arrears because they have to get all that information together from the doctor and the employer so it wouldn't be paid in advance because they have to have all that claim information but I just wanna make sure I'm not telling him the wrong thing and I'm gonna go ahead and transfer him over to you so that you can answer that question for him.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][POSITIVE] OK. Thank you, [PII]. Mm bye-bye.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Bye.