AccountId: 011433970860
ContactId: 5a951d12-9e88-457d-ab20-b7cd53432377
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 537179 ms
Total Talk Time (AGENT): 314275 ms
Total Talk Time (CUSTOMER): 134614 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/5a951d12-9e88-457d-ab20-b7cd53432377_20250528T12:56_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. I have short term disability see that some employee I work for. Um, I've gotta have surgery this coming next Wednesday, and I'm probably gonna have to be out for a couple weeks. Uh, how does the short term actually work?
[AGENT][NEUTRAL] OK, so you have a short-term disability policy with APL and you're wanting to find out a little bit of information about it?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh, I'm at, uh, I, I'm at work. I don't have it with me. I give you something else.
[AGENT][NEUTRAL] What is your full social?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, what was the last number 4 numbers again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, so, um, Mr. [PII], I will need to verify several pieces of information with you first for security and then also any information 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] It's [PII].
[AGENT][POSITIVE] Thank you and then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you. And lastly, your email address, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, so Mr. [PII], first off, have you ever created your profile in our portal called the online service center?
[CUSTOMER][NEUTRAL] No, I haven't.
[AGENT][NEUTRAL] OK, so I'm going to email you a user guide for our portal.
[AGENT][NEUTRAL] And that way you can set up your profile, and that will give you access to all of your policy information as far as your policy certificates, and then
[AGENT][NEUTRAL] Certain policies that you have with us would have an ID card, so you will have access to that as well.
[AGENT][NEUTRAL] And I'll send you that email when we get off the phone. I can also include one of the short-term disability claim forms that will have to be completed and that's gonna have to be completed by you, your employer, and also your physician.
[AGENT][NEUTRAL] There's a section for each, and you will see that. Now, on your disability policy,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You do have an elimination period of 7 days, so you have to be off of work 7 days before your benefits, if approved, would.
[AGENT][NEUTRAL] Start.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your disability benefits, your monthly disability benefit is $500 but not to exceed 60% of your monthly compensation.
[CUSTOMER][NEUTRAL] OK, let me ask you this.
[CUSTOMER][NEUTRAL] I mean, what happened? I got a hernia. I don't, I don't think it happened at work. I don't know what happened there. They said they could have, you know, any work, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I, I work for SSC. We're, we're a contractor. We work for this other company, so I would be needing to send this information to SSC is correct.
[CUSTOMER][NEUTRAL] My primary employer.
[AGENT][NEUTRAL] Let me, yeah, let me look at something related to your group specifically on your disability, so give me just one second to do that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you will initially, what you.
[AGENT][NEUTRAL] Reach the, um,
[AGENT][NEUTRAL] Agency that you're working for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For that employer
[AGENT][NEUTRAL] section to be completed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes. Now, if for any reason, yes, if for any reason, you know, there's some type of difficulty with that, then then you could call us back.
[CUSTOMER][NEUTRAL] OK then I'll have to use.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But yes, you would contact the agency, the staffing agency that you're employed through.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, yeah, I say I never had to do this before because I never had nothing happen like this. I like to say they said it could happen, you know, any, anywhere. I don't, I don't know. Anyway, I gotta get a mesh implant and they said I got probably for a couple weeks, well, you know, I, I can't kind to lose what I'm saying because I'm, I'm used to working every day and um.
[AGENT][NEUTRAL] Well, that's a
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So there'll be a part on there that the doctor has to try to. I'm not familiar with it. I mean, I'm just asking ahead of time.
[AGENT][NEUTRAL] Yes sir, so you will have the you will see in the claim form that I will send you the disability claim form you're gonna see the sections for you for the claimants, the employer section, and then also the section the the physician must complete and sign.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So there's 3 different parts to it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] No, I was gonna say then once everything has been completed.
[AGENT][NEUTRAL] You, if you have set up your profile in our portal, you can upload the information.
[AGENT][NEUTRAL] Your doctor can fax their portion back.
[AGENT][NEUTRAL] You can, you know, send it all back if they provide that and give that back to you. So on the claim form as well, uh, Mr. [PII], it's going to show at the bottom of the first page.
[AGENT][NEUTRAL] It will have a PO box which is our mailing address, and then it also lists a fax number that is our secured fax line.
[CUSTOMER][POSITIVE] So I can fax it instead of send it in the mail for that.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] You can or you can upload it if you have a computer, you can upload it directly into your portal once you set that up.
[AGENT][NEUTRAL] Because that is the quickest way to get that in line for review.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that user guide will explain, give you some additional information on like adding in direct deposit information so that if we are able to approve your claim and pay benefits on it, they could, your benefits could be electronically deposited to your bank or savings, whatever, instead of us having to mail you a paper check.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, I, I appreciate it.
[AGENT][NEUTRAL] Well, you're welcome. Um, is there any, and again I'm fixing to send you this email in just a moment, and the email that you're gonna receive from me, Mr. [PII] will come from [PII].
[AGENT][NEUTRAL] And I will put APL, you know, in your subject line so that that's also easy to recognize.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you very much. You have a blessed day.
[AGENT][POSITIVE] Well, you're welcome. Can I help you? Oh, I hope you do too. Can I help you with anything else?
[CUSTOMER][POSITIVE] No, ma'am, uh, you answered my question.
[AGENT][POSITIVE] OK. Well, I wish the very best. I hope everything goes well for you, Mr. [PII]. And it was my pleasure in speaking to you. Yes, sir. Have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] And thank you again for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.