AccountId: 011433970860
ContactId: 5fbd6419-67da-46ea-826c-a145fceadf73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 553330 ms
Total Talk Time (AGENT): 218276 ms
Total Talk Time (CUSTOMER): 283000 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/5fbd6419-67da-46ea-826c-a145fceadf73_20250520T18:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I, I am trying to get some, just some information. Um, my husband just filed for short term group disability and I'm looking online at our portal because I'm on the policy as well, and it says the amount paid and it says the direct deposit date, but it's not in my account so I'm trying to see, is there like a lag time in between when it says it was direct deposited?
[AGENT][NEUTRAL] Mm, I can check and see. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII].
[CUSTOMER][NEUTRAL] I have a claim number if that helps you.
[AGENT][NEUTRAL] OK, um, Ms. [PII], do you have the policy number by any chance?
[CUSTOMER][NEUTRAL] Mm yes, policy number is 219.
[CUSTOMER][NEUTRAL] 8475
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the main holder?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Is Mr. [PII] available?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Is Mr. [PII] available? I have to get his permission to release information about the payment.
[CUSTOMER][NEUTRAL] He's, he just had surgery, so he's here, but he's sleeping. He's trying to recover.
[AGENT][NEUTRAL] Mm, yeah, we're gonna need his permission because this is not the disability. The disability is only for the insured. So the disability, in order for us to release any information for security, we need to speak to the main owner.
[CUSTOMER][NEUTRAL] I mean, I'm on the policy.
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] Uh, OK, I'll have him call back, but just not even specific to our file in general when short term disability is filed through this poly like if I were to need it because I'm on the policy as well.
[CUSTOMER][NEUTRAL] If I had to do that, is there, is it common for the direct deposit to not be there when it's put in the system that it's there? Is there a lag time?
[AGENT][NEUTRAL] When you say it's not there, it's not showing you the amount or it's not on under your banking account yet?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's not in my bank account.
[AGENT][NEUTRAL] Oh, it's gonna take 24 to 48 hours.
[CUSTOMER][NEUTRAL] And it says it was gonna be there on the [PII].
[AGENT][NEUTRAL] Mhm. It's gonna be 24 to 48 hours. Mhm mhm.
[CUSTOMER][NEUTRAL] OK, so that's fine. So that's and I I wondered.
[CUSTOMER][NEUTRAL] OK, I just wanted to make sure I checked the bank information and all that. The other question, which is really not specific to him either, if you file for a short term disability through this policy, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If it, if the payment date, is it 2 week increments? Is that how it works?
[AGENT][NEUTRAL] All of our policies are different.
[CUSTOMER][NEUTRAL] It's not a weekly check or a monthly check?
[AGENT][NEUTRAL] All of our policies are different, but usually, and this is just a general um answer usually it's monthly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Usually it's what? I'm sorry.
[AGENT][NEUTRAL] Monthly.
[CUSTOMER][NEUTRAL] Monthly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How would, how do you know like, so when I see on our policy what the payment is gonna be or if a payment was made to one of us or whatever.
[CUSTOMER][NEGATIVE] How do you know what, like, is it, it doesn't say anything, like, there's very little information on the portal, like, like none. Basically, it just says received, processed, paid. It doesn't say you'll get another one next month. It doesn't say the amount. It doesn't say you're only getting it once, like it doesn't say anything. It gives you no.
[CUSTOMER][NEUTRAL] And I even read the policy. I knew about the, you know, the, the gap in days, like I knew that, that it was 7 days before anything could happen, but
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean, there's no explanation of anything.
[AGENT][NEUTRAL] OK. And um we cannot um figure uh any benefits for future payments, um, into this process. So the processing is every month. So you're not gonna see any changes into every month. Now, if you want, if you wanna know how, how many months or how many weeks or what we paid.
[AGENT][NEUTRAL] Um, usually you open the EOB, the, the number should be uh the explanation of benefit number or the claim number should be blue. You double click that number and it will give you the explanation of benefits showing you what was paid, um, for how many weeks, which that's how you will know if you're getting another one or not based on the information that it was sent. So just an example, if the doctor put you on disability for 3 months.
[CUSTOMER][NEUTRAL] So if somebody fails.
[AGENT][NEUTRAL] You have the disability set up for those 3 months, but since we pay monthly, you're only going to get a payment monthly.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Gotcha. OK. And if you get, so if it's in the middle of a month, does that mean it's gonna be the middle of the next month or on the first? Like, do I just wait and see what's gonna show up? Like, do I need to do anything or is it done? Like I, you know, if you submit your documents, you only submit them once, correct?
[AGENT][NEUTRAL] Um, let me check, uh, well, again, it all, it depends on the group. And since I cannot release information about the policy, uh, it really depends on the group. There are groups that we require for them to send that first portion every month in order for us to pay.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And there's group that don't. Usually the explanation of benefits will give you that information indicating that we need that form or that form is attached to the explanation of benefits once you receive it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm looking at the EOB right now. It just says.
[CUSTOMER][NEUTRAL] And and we did complete the owner's state the employee statements I I don't.
[CUSTOMER][NEUTRAL] All it says on the explanation of benefits. Go ahead.
[AGENT][NEUTRAL] Um, so
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The employee's statement is in his portion.
[CUSTOMER][NEUTRAL] All it says is the direct
[CUSTOMER][NEUTRAL] Right, we, we submitted that it's in the file I mean it's in, it's on the internet it says.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The dates represent your elimination period.
[CUSTOMER][NEUTRAL] Benefits are not allow allowable till after this period. And then number 2 remark says please complete the employee's statement and return to our office. It is not necessary for us to receive the attending physician's statement or the employer's statement. Please contact our office if you are released from your doctor's care, return to work, or if your claim comes over so that you can claim does not become overpaid.
[CUSTOMER][NEGATIVE] We submitted all of it. It's, it's online or like his, he did what he was supposed to do, his employer did what they were supposed to do, they just position did what he was supposed to do, but it does, it just says the claim number.
[CUSTOMER][NEUTRAL] Our checking account number, policy number, reference number, direct deposit date, it doesn't say anything about it just says total benefits paid.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But that's it and it says from 5:15 to 5:31.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The remarks code indicate, please send the employee's portion. That means that you need to send it every month. That's what it means.
[CUSTOMER][NEUTRAL] So do I upload it on the computer every month or where do I send it?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Put it on a computer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it cannot be the same one. You have to sign it and the day.
[CUSTOMER][NEUTRAL] So I just upload the same exact thing.
[AGENT][NEUTRAL] No, not the same. We need the date.
[CUSTOMER][NEUTRAL] E
[AGENT][NEUTRAL] We need the data and the signature. Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Every month. OK.
[AGENT][NEUTRAL] Every month.
[CUSTOMER][NEUTRAL] OK, so I like can he do it now? Can I get him to fill it out now or it needs to be at the end of this month?
[AGENT][NEUTRAL] Just whenever you get the EOB since you got it online, you can just go ahead and do it now. It's whenever you get the EOB whenever you get the information on what's needed next or what you need to do the next step.
[CUSTOMER][NEUTRAL] OK, so this payment, it looks like it's if if the payment's made to somebody and it's from.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The middle of the month to the end of the month. Am I to assume that that's half of what he would get a month? Is that correct?
[AGENT][NEUTRAL] I can, I cannot, um, tell you exactly if it's gonna be like that or not or if that's gonna be double that or it's gonna be the amount he's gonna be getting it we cannot um discuss benefit or amounts over the phone without looking at the claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, well thank you for your help. I'll try when he wakes up. I'll try to see if he can call in and get any more information, but I appreciate what you did tell me thank you. OK bye bye.
[AGENT][POSITIVE] OK. Sure, yes. No problem. You're welcome. Have a good day, Miss [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK bye bye.