AccountId: 011433970860
ContactId: 52b75363-0308-4182-ace4-435ffb18e618
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397519 ms
Total Talk Time (AGENT): 231900 ms
Total Talk Time (CUSTOMER): 104742 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/52b75363-0308-4182-ace4-435ffb18e618_20250102T19:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And I can.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, I'm calling, I'm a uh.
[CUSTOMER][NEUTRAL] Kind of, uh, your insurance company. I work through Megaforce.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm trying to uh.
[CUSTOMER][NEUTRAL] Get short term disability because I cut my finger or cut the tip of my finger off. So I know I'm gonna be out of work for a couple of weeks.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wanna know the process of me going through or trying to get it.
[AGENT][NEUTRAL] OK, so you have a short-term disability policy with our company and you're wanting to find out how to file a claim?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, so I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And Mr. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and also your policy number, please.
[CUSTOMER][NEUTRAL] OK, let me ask you a question, would that be on my, my, my, uh, insurance card?
[AGENT][NEUTRAL] No, sir, you, you would not have an ID card for short term disability with APL, but you would have a policy number. I can try and look up your information with your full social.
[CUSTOMER][NEUTRAL] Oh, OK, uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, wait a minute. Let's start over then. So, you said [PII]. OK. Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, no, no, [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] is the last four.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] That we do
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], I will need to verify several things with you for security purposes and also any information that is provided will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave to me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you. And lastly, your email address, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying all of your information. OK, so in order to file
[AGENT][NEUTRAL] First off, have you ever created your profile, Mr. [PII], in our online service center with APL so that you can have access to your policy information.
[AGENT][NEUTRAL] With the APL for the coverages you have with us.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No ma'am, I don't think I ever did. I did one when I first started with megaphones in the office.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But I don't think if I follow some up afterwards, I don't think so.
[AGENT][NEUTRAL] OK, I can double check it. If not, I'm going to email you the user guide that has the instructions for how to set up your profile so that you can have, you know, all that access online and you can actually submit claims you don't, yes sir, you, you've never set one up. So I'll email you that but um and I can also.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Include the disability claim form that will need to be completed. There's a section.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] That you will complete your physician and then also your well, let's see, you, your employer, and your physician.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, once you have all that together, you can upload it into the portal.
[AGENT][NEUTRAL] Again, those instructions for how to do all of that will be on there. You do have to upload documents in Mr. [PII] from a computer. The portal doesn't current support mobile functionality.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you for some reason didn't have, you know, access to a computer, you can there's a fax number on the bottom of that first page of the claim form, and that is our secured fax line so it could be faxed there or mailed in to the address that's on that bottom first page as well.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Um.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] So I can email you both of those documents.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then in your portal, again, there is a copy of all of your policies you have with our company that you can look at, you know, related to your benefits, anything like that, um, that's within that portal as well.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. So is there anything else that I can help you with? And I will send you that email. You'll have it in just the next few minutes. It will come from care team at [PII] and I will put APL in the subject line for you so that that's easy to recognize.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK. All right. Well, I
[CUSTOMER][NEUTRAL] Well, no, it's nothing else I need except for you sending me that.
[AGENT][POSITIVE] OK. Well, I'll get that right on over to you and I certainly hope you get to feeling better and he'll.
[AGENT][NEUTRAL] Sooner than, sooner than later.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] Yes ma'am, you have a nice holiday.
[AGENT][POSITIVE] OK, Mr. [PII]. Thank you. Yes, happy New Year to you as well, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Oh, have a nice new year.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All righty. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.