AccountId: 011433970860
ContactId: 5bc8e9bb-3de6-46b2-9bc8-86ac1bb80774
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 744210 ms
Total Talk Time (AGENT): 319404 ms
Total Talk Time (CUSTOMER): 261372 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/5bc8e9bb-3de6-46b2-9bc8-86ac1bb80774_20250212T13:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you doing, [PII]? Um, I have a good, I have a question. I was, um, I was diagnosed with, uh, with, uh, rectum cancer and I did receive my first benefit check for January. It was issued on [PII].
[AGENT][POSITIVE] I'm doing well. How are you?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] I called like 2 weeks later. I thought the check was coming every 2 weeks, but it's every month, so the lead to me that I needed to fill out another claim so I can get my check for February.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you have to fill out your continuation form to for the for the following month to be processed. You'll have to send that in every month. Uh-huh.
[CUSTOMER][NEUTRAL] OK, so I had so I had, I had the, the lady in charge of uh an insurance specialist on my job to fill it out for me.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, I just signed a paper about it to her and she said she submitted the paper to you guys.
[CUSTOMER][NEUTRAL] So now I wanna know if I'm gonna receive a check for February because that's my rent check. I have to pay my rent. My rent is late, so I'm calling to find out if that check is the process or.
[CUSTOMER][NEUTRAL] Because I know it was issued [PII] last time, so I'm assuming it's gonna be issued [PII] this time.
[AGENT][NEUTRAL] Yes, it's around the [PII] of every month. Yes, I can definitely help you and take a look into the claim and see if there's an update. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII], first name is [PII] Last name [PII], [PII] Phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And then just your policy number.
[CUSTOMER][NEUTRAL] Oh my [PII], I don't even know. I, I was looking at the I, I was trying to find the paper that you guys saw me last time, but.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] It's OK. I can look it up with your social as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I'm ready when you are.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, here we go, hold on one moment, it just popped up.
[AGENT][NEUTRAL] OK, Mr. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII]. My email is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][POSITIVE] Thank you for that. And now for your email, it looks like this is your work email address.
[CUSTOMER][NEUTRAL] Oh yes, uh, it's, uh, my work email is, uh, was it [PII]. Hold on, let me get my work phone. It's not my work phone, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, my email address.
[CUSTOMER][NEUTRAL] Um, let me see, how do I get my email in here if I go into my, hold on, um.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Alright and thank you so much for verifying your information and all the information provided is a verification of benefits, not a guarantee of payment. So I do see that the claim was received on [PII] and it is currently in processing. Um, now, it does take 7 to 10 business days for the claim to be, you know, turned around and back to you. Um, so I would say to give it a few more days, 10 business days would be the [PII], um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] But it was just received on the [PII].
[CUSTOMER][NEUTRAL] You said the [PII] of this month?
[AGENT][NEUTRAL] Yeah, if it takes, and that's just if it takes the whole time, that's 10 business days.
[CUSTOMER][NEGATIVE] Oh my God, I have to pay my rent. My rent is late. I'm on SMLA.
[CUSTOMER][NEGATIVE] I die with direct from cancer. I get a check once a month and that's $1600 you guys send me every month. Oh, that goes to my rent. I'm already late, you know what I mean.
[AGENT][NEUTRAL] I understand. Let me see if I can reach out to claims and see if they can tell me like what day they're processing, maybe that will help. Um, I would actually, and if you, no, it's no problem at all, but just, just so you know, I will go ahead and get the continuation in now for, um, excuse me, for March, so that it can start to be processed too, so you know on the [PII] of each month it's dispersed to your bank.
[CUSTOMER][POSITIVE] Yes please, I'm sorry.
[CUSTOMER][NEGATIVE] OK, well they're sending me a check. They never sent me the access. They never gave me access or direct deposit, routing number account number.
[AGENT][NEUTRAL] OK, so check, OK.
[CUSTOMER][NEUTRAL] None of that, so I get a check every month through the mail, you know what I mean?
[AGENT][NEUTRAL] So I can also send you, I'm still gonna get claims for you, but I'll send you the direct deposit form. I'll send it to you to your email, um, and just.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my work email you send it to my work email or my regular email? I'm sorry.
[AGENT][NEUTRAL] No, it depends. whichever you prefer, if you want me to change this to your personal, I can change it for you.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, and then what was the personal email?
[CUSTOMER][NEUTRAL] My personal email is [PII], last name [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII], hold on one moment.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so I'll send the direct deposit form um to your personal email, and then do you mind if I place you on a brief hold just while I reach out to claims?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Well I already know I have to go to claims though. That's like the only claims can answer question.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Oh.
[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?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm doing good. Um, I have an insured on the other line. This is for disability. Um, let me give you your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it's 224-479-4.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so, we just received his February claim on [PII].
[AGENT][NEGATIVE] I told him about the turnaround time and he's um kind of having a, not a fit. Basically, he just got diagnosed with cancer. This is for his rent payment and he's trying to see if I can tell him at least what they were on. I told him.
[CUSTOMER][NEUTRAL] Uh, but they're always processed on the [PII] of the month.
[AGENT][NEUTRAL] No, not when he's gonna receive the payment, you know, like, uh, sometimes I'll call him especially say like I'm working on day so and so. I'm just trying to give him something to ease his mind because he's
[AGENT][NEUTRAL] He's kind of going through it.
[CUSTOMER][NEUTRAL] On it
[AGENT][NEUTRAL] Is there, do you know how to do that?
[AGENT][NEUTRAL] I don't know. I'm just trying to see if there's something I can do to help them.
[CUSTOMER][NEUTRAL] Yeah, um, yeah, it looks like it's a continuing disability and the continuing disabilities are always processed on the [PII] of the month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] When you say process, you mean as in like it's not gonna be worked until the [PII] or it's gonna be done by the [PII]? OK.
[CUSTOMER][NEUTRAL] Right, no, no, it's gonna be worked on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I will, um, when, when you say processing, I thought you meant it will be done by the [PII], sorry. So I, um.
[CUSTOMER][NEUTRAL] No, um,
[CUSTOMER][NEUTRAL] Yeah, the [PII], uh, Saturday, so she'll, she'll probably do on Friday if she's here.
[CUSTOMER][NEUTRAL] Let me see if she's gonna be here Friday.
[CUSTOMER][NEUTRAL] Yeah, um, just, just a heads up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, all of the continuing disabilities are processed. Um, I usually try to get them done before, but [PII] always processes them on the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let me look.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, [PII]'s gonna be here Friday, so I would assume that it's gonna be processed Friday.
[AGENT][POSITIVE] Alrighty, well, I will, um, figure out how I'm worried that, but I'll let him know that hopefully that will help him. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] All right, have a good day. All right, bye bye.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Continuation claims are processed on the [PII] of each month, so.
[AGENT][NEUTRAL] The [PII] is a Friday, so most likely, OK, I got it.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So, I do speak with claims, um, the continuation claims, um, any claim that's not your initial claim is a continuation. Those are processed on the [PII], but since that's a Saturday, they'll it'll probably be this Friday, and then it will be dispersed to you, um, and then you know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, well, this one will be the paper check and I'm getting ready to send you the direct deposit form so you can get that back to us just for.
[CUSTOMER][NEUTRAL] And then could you send me the, could you send me the continuation paper as well?
[AGENT][NEUTRAL] Yes, so it's gonna be, so it's gonna be on the short term disability form?
[CUSTOMER][NEUTRAL] For March.
[AGENT][POSITIVE] So I'll send that to you and on the first page, it shows all the instructions, it'll tell you which section you have to fill out for continuation because you don't have to fill out everything.
[CUSTOMER][POSITIVE] OK, alrighty, OK.
[AGENT][NEUTRAL] And then just submit the, now the claim form, you'll have to send it to us on the online service center, but the continuation form, just reply back to the email, um, sorry, not the continuation form, the direct deposit form, just reply back to that email once you sign everything and um we'll process it for you for your next payment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, alrighty, OK.
[AGENT][NEUTRAL] All right, well, was there anything e[PII] I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much for your help, ma'am.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.