AccountId: 011433970860
ContactId: 58a29ff5-b096-4520-b41a-d1961e097cc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1562229 ms
Total Talk Time (AGENT): 588324 ms
Total Talk Time (CUSTOMER): 352240 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/58a29ff5-b096-4520-b41a-d1961e097cc0_20250605T17:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, I am trying to log in to the online service center, um, and it doesn't seem to be recognizing me. I'm wondering if you can help me.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, get on.
[AGENT][NEUTRAL] I sure can help you with the online service center. So we launched our new website on Friday and we've been having a lot of issues since then. Um, so I do apologize for that inconvenience, but I can, um,
[AGENT][NEUTRAL] Look into the policy for you and see if there's anything I can help you with. Um, 1st may I have your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 00485
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII] [PII] and then [PII].
[AGENT][NEUTRAL] OK, so that may also be what the issue is. OK, so for the email address, which this may be your work email. I'm assuming [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEGATIVE] Oh, [PII] whatever.
[CUSTOMER][NEUTRAL] OK, that's, um, yeah, that does connect to my my email it's just my maiden name, so my work email is actually different now.
[AGENT][NEUTRAL] Oh, so should I, you want, so do I need to update this to?
[CUSTOMER][NEUTRAL] Can, yes, can you?
[AGENT][NEUTRAL] Mhm, because that may be given, I mean, we are having the issues, but that may be giving you the error because it's not matching what's on file here, so definitely.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what would you like to change it to?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, so I just updated the email. Um, if you'd like to try again, you definitely can um to create your account and see if, if that'll.
[CUSTOMER][NEUTRAL] So I had an account created. Will this, um, will this link?
[AGENT][NEGATIVE] Take away.
[AGENT][NEUTRAL] Yes, so everyone for the new um system, everyone has to create a new account because it's asking for the email versus the um username and password. Mhm. But once you put the email.
[CUSTOMER][NEUTRAL] The user name.
[CUSTOMER][NEUTRAL] OK, that's why I was confused because I had it written down. OK, create a new account, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And once you put the, now you still may, you still may get errors because it's they're having issues, but hopefully, um, when you try with this new email, it'll go ahead and link for you, um.
[CUSTOMER][POSITIVE] Um, I will certainly try to do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Hopefully, that's what the discrepancy was because they had that different name on there.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, while I have you, I am filling out um.
[CUSTOMER][NEUTRAL] Disability claim form for pregnancy?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and I'm just, uh, where.
[CUSTOMER][NEUTRAL] I wasn't sure about sources of income. I do have some sick leave, um.
[CUSTOMER][NEUTRAL] I just don't, I'm not 100% sure of the end date and like do you want the amount pre-tax or post-tax?
[AGENT][NEUTRAL] Hold on one moment. Let me go to, oh, this is the wrong one. Let me go to the claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're talking about section D?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, so you would put the, well,
[AGENT][NEUTRAL] Pre-tax or um
[AGENT][NEUTRAL] Post tax, that's that's up to your discretion, whichever one you prefer. We can't really advise on that. For the sick leave part, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, you would probably have to get that information from your employer because that could be denied if it's not.
[AGENT][NEUTRAL] If you just put what you have and it's not completed, the whole claim could be denied, um, to my
[AGENT][NEUTRAL] From how I understand it with the sick leave or any type of benefits, this insurance policy or the short-term disability won't kick in until after all of that is exhausted.
[CUSTOMER][NEUTRAL] Oh, OK, that's not how it was explained to me, um.
[AGENT][NEUTRAL] And you know what, let me, um, just to be on the safe side, let me check with a claims examiner just to make sure, but um,
[CUSTOMER][NEUTRAL] Uh, when I signed up for this policy.
[AGENT][NEUTRAL] Yeah, because that's why they ask for like your return to work date and everything because you can't have it from both, um.
[AGENT][NEUTRAL] So let me just double check, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, you're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][NEUTRAL] Fine, how are you?
[AGENT][POSITIVE] I'm good.
[AGENT][NEUTRAL] Sorry, I had a cough. I have a patient on the other line. Can you look at this, um, this claim with me? I'm trying to, she's asking.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] Um, it is 250-048-5.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She's, yeah.
[CUSTOMER][NEUTRAL] Disability.
[AGENT][NEUTRAL] She's asking me about her sick leave, so she still has sick leave at work and how does it play with this policy? And I was I just told her to hold on cause does this, does the sick leave have to be exhausted before we kick in or we're deducted? I'm confused with that.
[CUSTOMER][NEUTRAL] Let me pull up our policy.
[AGENT][NEUTRAL] That um this clause right here.
[AGENT][NEUTRAL] What is it called? The
[CUSTOMER][NEUTRAL] Yeah, her benefit will be adjusted uh based her benefit will be adjusted if she's receiving any other, um, if she's receiving sick leave or any other salary or wage continuance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So yeah, there will be an adjustment made.
[AGENT][NEUTRAL] That 30 days, so.
[AGENT][NEUTRAL] That 30 days right there, is it saying?
[AGENT][NEUTRAL] Uh, that's why I got confused. Like, is it saying if, if she's on disability more than 30 days, then this her it's going to be adjusted?
[AGENT][NEUTRAL] I, I'm not clear on it.
[CUSTOMER][NEUTRAL] On the 30 days, let me see.
[AGENT][NEUTRAL] I just want to make sure so I can explain it right.
[CUSTOMER][NEUTRAL] OK, I'll have to clarify on that 30 day part. Give me one moment real quick because it definitely will, it could reduce benefits because of it, but let me clarify on that. Give me, hold on, let me check.
[AGENT][POSITIVE] OK, sure, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So if you hear me talking, I'm not talking to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh my God
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm gonna check back with her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Ms. [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I'm on the other line with the claims, um, examiner. So,
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] What I have so far is that if you do still, if you are receiving the sick leave, the amount that you receive from us will be adjusted. There's a um mention of like 30 days, so I'm asking her, is it saying like if you're on disability for more than 30 days, that's when it will be adjusted or I just wanted clarity on that so I can tell you how it works clearly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be great. I would absolutely appreciate that.
[AGENT][NEUTRAL] OK, so I just didn't want you to think I forgot about you. We're just on the other line.
[CUSTOMER][POSITIVE] OK no I appreciate it thank you so much.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] I will, yep.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hey, I'm here.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEGATIVE] Now I can't what she was talking.
[CUSTOMER][NEUTRAL] OK, I was, I was really talking.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I didn't hear nothing.
[CUSTOMER][NEUTRAL] OK. So the 30, I, I guess I had muted it so I could, OK. So the the 30 days means the 1st 30 days, we won't, it won't reduce any benefits due to sick leave, but after the 30 days.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the 1st 30 days.
[AGENT][NEUTRAL] I got it.
[AGENT][NEUTRAL] It'll be the 4000.
[CUSTOMER][NEUTRAL] We wouldn't
[AGENT][NEUTRAL] And then after the 30 days, it'll start being adjusted.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes, if they're still sickly being utilized.
[AGENT][NEUTRAL] But OK, so if she asks me what it will be adjusted to, I don't know it, but it won't exceed, or no, that's not the same thing.
[CUSTOMER][NEUTRAL] Yeah, we wouldn't know that until we know, we wouldn't know that because if we don't have a claim on file we wouldn't be able to determine what that benefit would be.
[AGENT][NEUTRAL] OK. Oh, that's what I'm gonna say.
[CUSTOMER][NEUTRAL] Without knowing.
[AGENT][NEUTRAL] I'm gonna say just like that.
[CUSTOMER][NEUTRAL] Yeah, we'll have to have a claim on file in order to determine that information.
[AGENT][POSITIVE] OK, well thank you very much for helping me.
[CUSTOMER][POSITIVE] Uh, you're welcome.
[AGENT][POSITIVE] Alright, have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My timing is just.
[AGENT][NEUTRAL] OK, hello Ms. [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Alright, thanks again for holding. So, for um for the 1st 30 days, you'll be um the benefit amount, your benefit amount in general is $4000 a month. For the 1st 30 days, if you are on sick leave, it won't be deducted.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if you're on disability for more than 30 days and receiving sick leave, then it will start like that 31st day, it'll start um being deducted, but we don't know how much for sure because we don't know what the, you know, the details of the sick leave. So we would need all of that in detail.
[CUSTOMER][NEGATIVE] So for 30 days I will not receive it after the 30 days.
[AGENT][NEUTRAL] It'll start to kick in if you.
[CUSTOMER][NEUTRAL] Even though I, it will start to kick in. OK.
[AGENT][NEUTRAL] If you're receiving the sick leave still, if you have less than, you know, depending on how many days you have, if it's less than the
[CUSTOMER][NEUTRAL] If I have less than 30 days.
[AGENT][POSITIVE] Mhm, then you won't have to worry about it.
[CUSTOMER][NEUTRAL] I think I have just about that, so, um, OK, that is, um, helpful. So when I file this claim, um, obviously, like you, they'll figure out, um, when I write down the amount for the sick leave, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do I write down the amount pre-tax or post tax?
[AGENT][NEUTRAL] Pre-tax.
[CUSTOMER][NEUTRAL] OK, um, and then.
[CUSTOMER][NEUTRAL] Section E which says federal income tax withholding, I decide that.
[AGENT][NEUTRAL] Yes, that's for how you want us want us to take taxes out or not, and if so, you know, how much?
[CUSTOMER][NEUTRAL] They said it's
[CUSTOMER][NEUTRAL] OK, OK, um.
[CUSTOMER][POSITIVE] OK, I think that that answers my questions and just um.
[CUSTOMER][NEUTRAL] If pregnancy for disability or vaginal delivery, is it 8 weeks?
[AGENT][NEUTRAL] Um, let me see, hold on one moment.
[AGENT][NEUTRAL] Let me see if there's a um if there's a difference in the two. I think pregnancy would just be under on the form, it's specified, but um let me double check, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much. Thank you again.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Is this the only mention of pregnancy?
[AGENT][NEUTRAL] Because if that's the case, and it's included sickness, then it would be.
[AGENT][NEUTRAL] That 7, it is, it's the same.
[AGENT][NEUTRAL] It's the same.
[AGENT][NEUTRAL] OK, hello Miss. [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] So you would have to specify on the form, but in terms of your benefit, it's the same. Your doctor is gonna say depending on if it's vaginal or C-section, you know, for C-section, you'll get more time out. So that return to work date will be longer than the, the vaginal. So whatever date he puts, that's just how long we'll pay out to. He'll, you know, specify after the baby is born.
[CUSTOMER][NEUTRAL] OK, alright, got you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I think that uh.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Oh, let me, so when you file your first claim, the you, you know, how it has the, the part that you have to fill out the part that your doctor has to fill out, and then the part that um your employer has to fill out. That the first claim is the
[CUSTOMER][POSITIVE] That helps. OK.
[CUSTOMER][NEUTRAL] So I don't
[CUSTOMER][NEUTRAL] See that.
[AGENT][NEUTRAL] For the short-term disability?
[CUSTOMER][NEUTRAL] Oh, maybe I do see that.
[CUSTOMER][NEUTRAL] Oh, yes, I'm sorry. It was on a different page.
[CUSTOMER][NEUTRAL] I have it, yep.
[AGENT][NEUTRAL] OK, so you do have it?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You did? OK. So, um, the first time you fill out that claim, that's the only time that um you'll have to get your doctor and your employer to fill it out. Um, you would have to fill, depending on how long you're out, you will have to fill out a continuation portion, which, um, let me give you those sections.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, continuation is A through E. So page 2.
[AGENT][NEUTRAL] 3
[CUSTOMER][NEUTRAL] 23.
[AGENT][NEUTRAL] And then what was the second part, G through H?
[AGENT][NEUTRAL] Well, you don't really have to sign, so just 2 and 3 because H is like just.
[AGENT][NEUTRAL] For you to read.
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] And then, so I see.
[CUSTOMER][NEUTRAL] I see where it says attending physician statements um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it says policy holder statement.
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] Oh, that's for the the employer.
[AGENT][NEUTRAL] Mhm. And the attendant physician, those two pages are for your doctor.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the employers also, the employer also has a section for the sick leave as well, so um they'll have those figures for you for your portion.
[AGENT][NEUTRAL] But um once you fill out the, uh, once you fill out the continuation, so the payments are the [PII] of each month.
[CUSTOMER][NEUTRAL] Got you. I see that now.
[AGENT][NEUTRAL] Also, let me, while I'm thinking about this, hold on one moment. Did you want me to send you, I can email you like a direct deposit form to send back to us so the. OK, so I'll go ahead and email that to you. And then um if like you we encourage you to send this in after you have the baby, but if you send it in, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that would be helpful.
[AGENT][NEGATIVE] Well, no, you should.
[CUSTOMER][NEUTRAL] I've already had the baby, so that's.
[AGENT][NEUTRAL] Oh, she's already born. OK, so I was gonna say with the um the vaginal or the C-section just to see what it was. Um, OK, so then you're good to go.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Uh, I had one of, oh, when you were when I was on hold, I was trying to, um, log in and I can't seem to get in even with the updated email.
[AGENT][NEUTRAL] OK. So then it's just because of the issues. I was trying to see if it will let you through because sometimes it does. Um, so what type of um browser are you using?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can try again.
[CUSTOMER][NEUTRAL] Uh, safari.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh wait, I might have just lied to you Chrome, Google Chrome.
[AGENT][NEUTRAL] Chrome, OK.
[AGENT][NEUTRAL] Well, I will go ahead and send this. So since you've already tried and it's still giving you the error that no user was found.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm gonna go ahead and send this over. Um, would you prefer an email callback, I'm sorry, email callback. Would you prefer an email or a callback?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] An email would be great.
[AGENT][POSITIVE] OK, so I'll um have them email you back um for assistance with the online service center and I'm going to also email you the direct deposit form so you can get your um claims payments directly to you.
[CUSTOMER][POSITIVE] OK, that would be great, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, I think um you've answered all my questions.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.