AccountId: 011433970860
ContactId: 473d5c43-21d1-4fec-8ea6-4cdb20f74ce3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 565500 ms
Total Talk Time (AGENT): 218546 ms
Total Talk Time (CUSTOMER): 225642 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/473d5c43-21d1-4fec-8ea6-4cdb20f74ce3_20250318T17:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you today?
[AGENT][POSITIVE] I'm doing well how are you doing today, sir?
[CUSTOMER][NEUTRAL] I'm just fine. I actually had 2 questions.
[CUSTOMER][NEUTRAL] Um, one, I'm about to go out, I'm about to go out on SMLA leave from my job.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was wondering what was the number I, I know her paperwork that I am responsible for the premium.
[CUSTOMER][NEUTRAL] Um, can I pay that like 8 weeks in advance?
[AGENT][NEUTRAL] Um, we can check and see. Uh, I can check for you. Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] OK, I don't have that in front of. I do not have that in front of me, uh.
[AGENT][NEUTRAL] OK, what is your social?
[CUSTOMER][NEUTRAL] My social security number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And can you give, give me your, your name also?
[CUSTOMER][NEUTRAL] I work
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, let me pull up your policy real quick.
[AGENT][NEUTRAL] OK, Mr. [PII].
[AGENT][NEUTRAL] Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Can you also verify your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, my address is [PII]. The zip code is [PII]. My email address is my first name [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then one last verification, can you give me your phone number?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying that information for me and.
[CUSTOMER][POSITIVE] I appreciate you helping me because me and me and technology don't get get along well together.
[AGENT][NEUTRAL] I understand, sir. OK, so I'm showing that, uh, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me look. I'm showing that you're still on group.
[AGENT][NEUTRAL] You're still with the group management analysis and utilization?
[CUSTOMER][NEUTRAL] Yeah, MA, yes ma'am, I work at um Kinder Clark and Beach Island.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what you're going to need to do is get with your group and let them know that you're wanting to pay your premiums in advance.
[AGENT][NEUTRAL] Since you're gonna be out on FMLA because the group sends the payment to us, we don't take the payment from you ourselves.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, they send them to y'all. See they didn't tell me that when I was going through this process.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, so just get with somebody there and ask them if you can pay in advance for your, your premiums on your policies.
[CUSTOMER][NEUTRAL] So my question is, do I get with the uh.
[CUSTOMER][NEUTRAL] Do I get with the HR downtown about that or because that's what was in the paperwork that I am responsible for it. So, OK, my, my second question is.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I hadn't heard anything about whether or not I will be receiving short term disability. Do they wait till I'm out to inform me or how does that work?
[AGENT][NEUTRAL] OK, so in order to get short term disability, you have to file a claim on your policy.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you'll need to file a claim so that you can get your benefits, um, and this claim forms let me tell you where you can go to get your claim form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can go to our website at [PII].
[AGENT][NEUTRAL] And we also have a way [PII].
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] Well let me ask you a question so did did downtown HR send me the wrong claim form because I faxed one in.
[CUSTOMER][NEUTRAL] A couple of weeks ago, did they send me the wrong one?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I'm not showing that we have any claims that have been filed for your short term disability.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was faxed in about 2 weeks ago because the paperwork came from HR downtown with with um MAU.
[CUSTOMER][NEUTRAL] And it was that APL um paper it had APL logo across it. I got that from the um headquarters downtown, so I need to call them.
[AGENT][NEUTRAL] If they have certain paperwork they're needing for you to fill out, you can or if you want to go to that website and download the short term disability claim form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I, I, I, what I'm saying is I did that 3 weeks ago.
[AGENT][NEUTRAL] OK. At this time, I'm not.
[CUSTOMER][NEUTRAL] And, and fax it in, in fact.
[CUSTOMER][NEUTRAL] In fact it in APL.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, what's the number you faxed it to?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I got to go back to my text messages and um.
[CUSTOMER][NEUTRAL] I'm trying to figure out B Papa doing something.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, and I'm talking. Papa doing something, I need you to go out there with that.
[CUSTOMER][NEUTRAL] OK, I'm gonna have to go. I'm gonna have to go back to my phone and look at this fax number because it's at the top of the page, APL paperwork. Can I call you back and ask for you can.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you, or I can just give you the fax number now that you can resend it. um, let me give that to you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, I, OK, you can give me that and, and can I call you back because I know that was done 3 weeks ago with all the um FMLA paperwork because it's at the top of the page. That's how I got this number I'm calling now. This is a fax number and this number at the top of the page.
[AGENT][NEUTRAL] OK, um, let me give you the fax number because at this time, I don't see that we have received it.
[AGENT][NEUTRAL] So if you can re-fax that short term disability claim paperwork to us.
[AGENT][NEUTRAL] Um, let me
[CUSTOMER][NEUTRAL] OK, cause I go out I go out Friday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do I need HR from downtown to give y'all a call?
[AGENT][NEUTRAL] You may need to have them call or um if you wanna just send the claim in yourself you can re fax it to us. Would you like the fax number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, that's 18.
[AGENT][NEUTRAL] 77
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 187735
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] Yes, and then the last four is 949423.
[CUSTOMER][NEUTRAL] And what's the last?
[CUSTOMER][NEUTRAL] OK, I got too many numbers here.
[AGENT][NEUTRAL] And on that claim form.
[CUSTOMER][NEUTRAL] I'm listening.
[AGENT][NEUTRAL] On that claim form you'll have to make sure that you've got your portion filled out, your employer has their portion filled out, and your physician has a portion filled out.
[CUSTOMER][NEUTRAL] And that's everything that was faxed in and you don't have the fax, OK, I'm gonna email, uh, I'm gonna email corporate.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not see it.
[CUSTOMER][NEUTRAL] I'll send the email corporate downtown and let them know you don't have the information. OK, do they need to make this attention to someone?
[AGENT][NEUTRAL] Uh, claims department.
[CUSTOMER][POSITIVE] OK thank you I appreciate that.
[AGENT][POSITIVE] Well, you're so welcome, Mr. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am. Thank you, ma'am.
[AGENT][POSITIVE] All right, well, you have a blessed day and thank you for.
[CUSTOMER][NEUTRAL] I think