AccountId: 011433970860
ContactId: 6afeca0d-31b2-40f9-8818-405369ea26eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 714299 ms
Total Talk Time (AGENT): 324390 ms
Total Talk Time (CUSTOMER): 381970 ms
Interruptions: 14
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/6afeca0d-31b2-40f9-8818-405369ea26eb_20250514T21:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yeah, good afternoon, [PII]. Yeah, I'm calling to follow up on um uh my claim for um short term disability that um that was submitted um you should have some history on it if I give you my name and so forth.
[AGENT][NEUTRAL] Sure. And what's your name?
[CUSTOMER][NEUTRAL] Uh sure. Uh so that's spelled [PII] Last name is [PII].
[AGENT][NEUTRAL] Do you have a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, sure, so that's uh area code [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right, mhm.
[AGENT][NEUTRAL] OK. And what's your policy number?
[CUSTOMER][NEUTRAL] Um, yeah, I can get that for you. Um, I believe that policy number is um.
[CUSTOMER][NEUTRAL] Well, uh, um, is that the 2607315? See here.
[AGENT][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] That sound right? OK.
[AGENT][NEUTRAL] Can I get you to verify your date of birth?
[CUSTOMER][NEUTRAL] Uh, sure, uh, [PII].
[AGENT][NEUTRAL] And your address, phone number, and email.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh sure, [PII].
[AGENT][NEUTRAL] Phone number and email?
[CUSTOMER][NEUTRAL] Oh, OK, sure. Uh, so phone number is area code [PII]. Email is um [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And you said you submitted a claim?
[CUSTOMER][NEUTRAL] Uh, yeah, my, my physician, so I had the procedure and, you know, they, they said I'm not prepared to go back to work until I heal on the, on the [PII] and I talked with you guys and you guys sent me some literature.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know, I'm getting that claim in, so I got it over to my physician and hopefully they've got that over to you guys. I'm checking to see if you guys received it.
[AGENT][NEUTRAL] I am not showing any claims currently um.
[CUSTOMER][NEUTRAL] And um,
[AGENT][NEUTRAL] Under this policy.
[AGENT][NEUTRAL] So I would, I would call your provider and check and see um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The status that they have on this.
[CUSTOMER][NEUTRAL] Well, do you have any
[CUSTOMER][NEUTRAL] Oh, OK, do you have any notes where your, um, co-part, your coworker sent me the information? I'm looking at my email now to see what date that was, um.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let me see what date that was.
[AGENT][NEUTRAL] It looks like it was the [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Right, OK, it was around that time, OK.
[AGENT][NEUTRAL] Mhm. So yeah, I would just call them and and check and see if they, they got it yet, um, because we're not showing anything yet.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Well, OK, OK, yeah, I guess see what's taking this. It's ridiculous. Uh, what was your name?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah my name is [PII].
[CUSTOMER][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] [PII], OK, [PII], because what, what's going on, [PII], like I said, yeah, you, you got the history there that that I did, uh, uh, uh, well, you know, got, I was in, in the midst of getting all this done and I gotta see what, what their hold up is, um.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] But because, because the, yeah, the, the nurse there said they're gonna fax it over to you guys or either, or either, um, you know, not fax but get it over to you guys and um so there's a question, you know, talking with the, the insurance um team um what what are they called there um benefits uh in a car, uh, team that's transferred me over to you guys, they had mentioned, well, it looks like um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That you're not eligible for that, uh, since, uh, you know, since I hadn't worked in a few weeks and uh you know I'm gonna make sure the payment is taken in for the payroll so that was, that's a big problem there like, well, no, you know, right, so, um, I don't, I don't know how we can get this done right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, do you want, I mean if all else fails you can try and submit the documents yourself and then um if you get all, have you been on our website yet?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And public. So, um, if all else fails, you can always go.
[CUSTOMER][NEUTRAL] Uh, no, so.
[CUSTOMER][NEUTRAL] but like I said, you're king, OK, go, go ahead, yeah, go ahead. Go right ahead.
[AGENT][NEUTRAL] If all else fails, you can go to [PII], um, and then there's a section that says claims and forms.
[CUSTOMER][NEUTRAL] Yeah, OK, and your, your co-part since.
[AGENT][NEUTRAL] And you'll scroll, yeah, and you'll scroll down and go all the way to, go ahead.
[CUSTOMER][POSITIVE] OK, yeah, they sent me that, uh, and I did print it up and took it to my position, um, you know, you're right.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Right, and
[AGENT][NEUTRAL] The next thing, the next thing I can see uh doing is if all else fails you can submit that um on your own behalf and just get the information from them. I don't wanna put that all on you, but there is other ways that we can get this done should they not follow up um.
[CUSTOMER][POSITIVE] But I can do, yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then you can also, um, I don't know if you, have you signed up for your own online portal through us at [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, no, OK.
[AGENT][NEUTRAL] OK, [PII]o.
[AGENT][NEUTRAL] There as well if you go to.
[AGENT][POSITIVE] Let me pull it up so I can join it with you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you go to [PII] you'll click new user.
[AGENT][NEUTRAL] And you'll just put in your last name?
[CUSTOMER][NEUTRAL] OK, one second me right there.
[AGENT][NEUTRAL] Oh, I can, I can also email you.
[CUSTOMER][POSITIVE] OK, you're going a little faster.
[AGENT][NEUTRAL] I can email you a step by step guide. Would that be easier?
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] OK, sure. OK, that'd be better.
[AGENT][NEUTRAL] OK, I will go ahead and send you that guide yeah and it'll be directly in front of you and that way if you want to submit any claims on your own um now or in the future you can submit the claims yourself through this portal as well as checking claim status uh and then you can also see if you need anything else or if we need anything else from you and then it'll be right there at your fingertips just in case um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then like I said go ahead and call your provider and let them know that we still have not received anything and then uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I use the email that we have on file to email you the uh the guide to create your own online account?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] OK, and I'll go ahead and email that to you in just a little bit hopefully it will get to you within a couple of minutes after this call ends um and then that way you can set it up yourself and you should be able to check on your claims whether you submitted them or not on your behalf and you'll also be able to have your ID card with you, your policy number everything right at your fingertips just in case you need it and you can't get a hold of us in time so that is pretty helpful.
[CUSTOMER][NEUTRAL] OK, um, but I am concerned as you can tell, um, with what I just told you that, that, uh, the other party is missing as well, OK, look like, but you know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know, hopefully my position where her part she can post dated, I can let them know to do it on whatever day to where we're actually I was still on the pay I was actually still on the payroll, uh, you know, um, right, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] And we don't have timely filing so you can submit this whenever you need to. I know it it doesn't sound great right now. It, it will get better. I promise you we will get this worked out in one way or another, yeah, we, and that is a benefit is we do not have timely filing so even if it was a while back, um, we can still file you can still file the claim mhm.
[CUSTOMER][NEUTRAL] I don't know if you have any advice.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Right, I'm thinking, right, OK, um, OK, alright, um, that's what we'll do, uh, like I said, get in touch with them and, and, and, and then I'll go pick it up or whatever if they're just I guess they're too busy and just, uh, I'll, I'll, I'll.
[AGENT][NEUTRAL] Yeah.
[AGENT][MIXED] Yeah, like I said, if all else fails you can do it yourself and that's not always fun but it'll get done.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Right, right, and then, uh, and then that's right, and then, um, up up upload it to you guys or.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, correct, upload it to you guys, OK, or, or fax it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, once you get that that online service center, um, once you get your online account you can submit everything through through there, um, and then if it ends up not working out you can also send it to us by fax or you can mail it, um, should if you have any difficulty uploading it into the OSC.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But you shouldn't have any difficulty, and that should make it a little bit easier for you, hopefully, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, OK. Very good. OK, OK, I'll look for that and um we'll get that, we'll get it in and hopefully, you know, I can, because I was, you know, it's not fair. I was working and, and I think I should be covered until I'm fully healthy to go back to work, you know, I, I hope, you know, yeah, you wanna make this fair to everybody. Yeah, right, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I, I get it. It.
[AGENT][POSITIVE] It's rough, but you know, sometimes the best way to get things done is to do it yourself and hopefully it doesn't come to that. Just, just nag them a little bit and say, you know, push a button or two and let them know we need that information from them.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, right. Right. Right.
[CUSTOMER][NEUTRAL] Now when I do, now when I do the online, you know, should I post data to, you know.
[CUSTOMER][NEUTRAL] Oh, the first maybe or?
[CUSTOMER][NEUTRAL] Or um because that's when you guys sent me the uh hm.
[AGENT][NEUTRAL] You shouldn't need to post date anything since we don't have timely filing so even if you had had this issue a year ago, as long as your policy was active while you were on disability, you should be able to submit it um regardless of how long ago it was.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, OK, OK, but like I said, I was, I was covered, so I'll just, yeah, I'll just keep all that in mind. OK, OK, so sounds good. OK, OK, because they, they told me, well, if you hadn't worked within the last week for 20 hours, then we're gonna have to remove that. So, um, mm, but like I said, I had that procedure almost a month now, but why, why I was still working, you, you, you understand, is my argument, so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right and and if you end up having to file the claim yourself submit anything and everything you think is relevant to this. I know uh whenever you do submit a claim in that claim form, it does have everything that you would need to submit the claim if you feel like there's another piece of information that you have that's relevant, go ahead and send it we review everything that you send us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, very good. OK, very good. OK, will do, will do. OK, well, I'll look for that, um, when you get time, I'll look for that, you know, and I'll get, I'll get logged in, right, right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that, that's gonna do. I, I'm sorry, your name again was [PII], right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Your name was [PII]. All right, good deal. OK, [PII], I really appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Hi, thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][NEUTRAL] Alright, bye.