AccountId: 011433970860
ContactId: 4ef7a22c-f5e7-4899-813d-ffbb0ead9885
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365739 ms
Total Talk Time (AGENT): 256113 ms
Total Talk Time (CUSTOMER): 78784 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/4ef7a22c-f5e7-4899-813d-ffbb0ead9885_20250317T17:08_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, I had, um, put in an application for benefits. I just want to see when I could expect this, uh, payment.
[AGENT][NEUTRAL] Oh, OK, yeah, I can help you take a look at that today. And do you happen to have your policy number handy?
[CUSTOMER][NEUTRAL] No, I don't. I have my social.
[AGENT][POSITIVE] No worries, we can look it up. Do you mind before we look it up though if I go ahead and just get your first name and a good call back number in case our call drops?
[CUSTOMER][NEUTRAL] Oh yes, [PII] uh [PII].
[AGENT][POSITIVE] Thank you so much, Ms. [PII]. I do appreciate that. And let me
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Get to that search screen for you and what is that social you wanna look at?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] All right, friend, and if you could verify for me, pretty please, your um your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, and I am gonna just verify some quick other additional information with you. I want to check your mailing address, your email and your phone number, pretty please.
[CUSTOMER][NEUTRAL] OK, uh, the mailing address is [PII]. Uh, email. Email is lowercase [PII]. And what was the other thing?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and then just the phone number.
[CUSTOMER][NEUTRAL] The phone number is [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And all right, I am showing that I see that you submitted that claim with us on the [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It looks like we processed that claim and benefits were payable for you. I see that they processed the claim on the [PII], so a check would have been mailed your way.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, it should be direct deposit.
[AGENT][NEUTRAL] No, I see that now, yeah, I see there was no check number, um.
[AGENT][NEUTRAL] So it's already released on our side. It would have released at [PII] on the [PII], and so sometimes it does take a couple days for your bank to receive that information from us and release it to you, but is on our side you are your benefits were approved for disbursement.
[CUSTOMER][NEUTRAL] OK, can you tell me how much it was for?
[AGENT][POSITIVE] Yes, I sure can. I have a payable benefit of $1550.
[CUSTOMER][POSITIVE] OK, alright, thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure. Is there anything else I can do to take care of you, Ms. [PII]?
[CUSTOMER][NEUTRAL] 01 more thing, how much more am I eligible to claim?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, let's look at that.
[CUSTOMER][NEUTRAL] Cause I'm still not at work. OK.
[AGENT][NEUTRAL] So, um, it looks like this was for the month of March. So what I see here is that your benefit period lasts for 3 months, so you should be able to submit a claim again in April with us and then again in May if you're still not back to work, um, if you have.
[AGENT][NEUTRAL] And I, I'm not looking at your original claim form, but you know how you had to get like all the different papers filled out like from your employer and your doctor and all that information on that original one. So what you'll do for April is you don't need any information from your employer as long as nothing changed with your doctors you don't need any information from them. All you would do is in April is resubmit that first portion that was your information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you'll submit that to us in April, um, and then we'll process and we typically process and pay on the [PII] of the month, um, so the [PII] to Saturday so that could be the [PII] of the month it'll process. Oh wait, hold on, that's this month.
[AGENT][NEUTRAL] Um, the [PII] is on a Tuesday, so they'll process all of those on the [PII]. So I would go ahead and just send us somewhere in that first week of April that continuation form which is just the first part, and then they'll hold it and once the [PII] comes they'll process, um, and I feel like I just give you.
[CUSTOMER][NEUTRAL] OK, so I am eligible for benefits for the month of April?
[AGENT][NEUTRAL] Yes, you have 3 months of eligible benefits for your benefit period. So April and May you'll also, um, I don't know when your return to work date was, but as long as you're still out of work, you'll be eligible for benefits.
[CUSTOMER][POSITIVE] OK, because I actually started getting benefits [PII].
[AGENT][NEUTRAL] Oh, well then maybe I misread that. OK, hold on, I'm sorry. Can I?
[CUSTOMER][NEUTRAL] Yeah, I just want to make sure I don't.
[AGENT][POSITIVE] Girl, I'm so sorry. I'm so glad you said something because I would have led you astray. Um, let's see.
[AGENT][NEUTRAL] OK, that was for February.
[AGENT][NEUTRAL] OK, so it looks like you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The [PII], so it looks like.
[AGENT][POSITIVE] You'll be eligible for.
[AGENT][NEUTRAL] [PII] through the [PII].
[AGENT][NEUTRAL] would be my understanding because it started, um, officially they have your first day at 114. So I think it would be [PII] would be 1 month, 314 would be 2 months, and then 4:14 would be that 3 months.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, alright, alright, thank you so much.
[AGENT][POSITIVE] Yeah, it's my pleasure and then is there anything else I can do to take care of you today, my friend?
[CUSTOMER][POSITIVE] So you know, appreciate it.
[AGENT][POSITIVE] OK, perfect. Hey, it's my pleasure. Thank you so much. If you need anything else, give us a call.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] OK, I sure will. Thank you. Uh-huh, bye.
[AGENT][POSITIVE] My pleasure bye bye.