AccountId: 011433970860
ContactId: 6b57aa8b-bed3-4c72-aa54-594f31ac22b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1107569 ms
Total Talk Time (AGENT): 260145 ms
Total Talk Time (CUSTOMER): 219298 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/6b57aa8b-bed3-4c72-aa54-594f31ac22b9_20250303T14:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So this is on the why. Um, I have a question about my claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the code was [PII], correct?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. And do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, 02000335.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And Miss, for security, I need to verify your date of birth, mailing address and email address on file.
[CUSTOMER][NEUTRAL] OK, [PII], [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. OK, then let's see what we have.
[AGENT][NEUTRAL] And um you're calling about the claim for the disability?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and how may I assist you with that plan? Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so this is a 6 month, um, short term disability, right?
[AGENT][NEUTRAL] Oh, let me look at your benefits. One moment, let me pull benefits, one moment.
[CUSTOMER][NEUTRAL] I think that's all they went was 6 months on my job.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and I'm waiting on the documents to pull up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Maximum disability period for this one is 180 days.
[CUSTOMER][NEUTRAL] 180 days.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so there's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah, that's 6 months.
[CUSTOMER][NEUTRAL] At 6 months, OK. So, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know they're supposed to be sending it out um.
[CUSTOMER][NEUTRAL] Cause I just had back surgery in February, so I know I started in November, December, January, February, March, April.
[CUSTOMER][NEUTRAL] So are they gonna send out me some more claim forms?
[AGENT][NEUTRAL] You did not receive one in the, with the most recent one, with the most recent explanation of benefits.
[CUSTOMER][NEUTRAL] Do you know
[CUSTOMER][NEUTRAL] I got the February. I got the thing for February, but it's saying that um it said.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] We reviewed the claim on your policy and review of the claims, um, stated in some cases additional information may be requested. So I'm wondering, are, are they gonna send me some more so I can go out the rest of my 6 months because I won't be able to go back to work like in February. I won't be going back to work this month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we're gonna need the continuation, which is uh the same claim form, just the continuation part of it to be sent back to us again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, so y'all send it out later or I hadn't got that one yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we don't, sometimes is, is um they will send it with the claim if you did not receive that with the claim, um.
[AGENT][NEUTRAL] You can find it in our website or probably I can go ahead and send it to you by email um let me see one moment.
[AGENT][NEUTRAL] Let me look at the notes really quick.
[CUSTOMER][NEUTRAL] They usually mail one out every month.
[AGENT][NEUTRAL] Oh, OK, so, yeah, um.
[CUSTOMER][NEUTRAL] Yeah, they, they usually been mailing them out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you send that one on February.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll go ahead and request another one to be sent out. I don't see that one has been sent out. I see the last one that it was uh requested was back in [PII].
[AGENT][NEUTRAL] Um, so let me go ahead and send it because you, you want it to be sent by mail or by email?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, mm, cause I.
[CUSTOMER][NEUTRAL] That's gonna be the hard part right there.
[CUSTOMER][NEUTRAL] Cause I know
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I make a I make a call the lady where I work and she make a print it off online.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She make a she make a print the forms off and then I just take them to the doctor's office and have them fill them out again.
[AGENT][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So if you want it like that I can go ahead and either uh send it to your email so they can print them out or she can get it through the website um which is the same form or um if you have a fax number I can send it by fax.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Mm, I don't really know the fax number up there just um.
[CUSTOMER][NEUTRAL] Just email them to me, just email them to me.
[AGENT][NEUTRAL] OK. All right. Let me go ahead and send that email with the attached um form. Do you mind holding for me while I send this right now?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold so I can send you that email with the form. OK, 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][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. Do you want to check and see if you got that email, Miss [PII]?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I don't think it may come through in a little bit, it may come through after I get off the phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. OK. Yeah, if you don't get it, but I will say within 15 minutes, which it should be there. But um just in case you don't get it, just give us a call back and we can go ahead and resend it, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, because I know it's be those about 8 papers or whatever it is, yeah.
[AGENT][NEUTRAL] Mhm. Yes, 8 documents, 8 pages. Mhm.
[CUSTOMER][NEUTRAL] No type of stuff, cause I think the last time when I done on the last time when I done my APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think you said, I think it says 6:28. I need to look on my little thing right there while I upload on my files.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think it said that I don't go back to work until June, but I wanna make sure.
[CUSTOMER][NEUTRAL] I had, you know.
[CUSTOMER][NEGATIVE] That's what they say June, but I probably won't even be back at work in June because of the severity of the surgery that I had.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Yeah, um, yeah, as long as, um, every, every month like if you're gonna continue and you still have, um, months that are available to you, you can go ahead and submit um the same claim form. So it's gonna continue being the same claim form until you assess the benefit, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, and then I guess after those after I use up my 6 months because I know I still been paying, you know, they still been deducting it out of my.
[CUSTOMER][NEUTRAL] Money, I guess I still be eligible for it. I don't know how that works after that, you know.
[CUSTOMER][NEUTRAL] If they just dropped me from it or what?
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Do you, do you have a clue?
[AGENT][NEUTRAL] Let's see, usually they continue, uh, drafting from your employer, which that's how it's supposed to be set up, yeah, mhm, yeah, this gonna continue through your employer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, but then after the 6 months that'll drop and then I have to wait but.
[AGENT][NEUTRAL] Um, if you're gonna continue, uh, correct, um, the policy is only good for 6 months. Um, so, let me see.
[CUSTOMER][NEGATIVE] So [PII].
[AGENT][NEUTRAL] Let me see if that's calendar year. Bear with me just a second.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] for mental health and then you have your accidental death benefit. So yeah, it's just gonna continue because it has more than just one benefit.
[CUSTOMER][NEUTRAL] OK, so what that mean the accidental death benefits, so what I mean.
[AGENT][NEUTRAL] You have a uh accidental death benefit, like if you have an accident and you pass, um, there is a benefit, and this is not a guarantee of payment, just a verification of coverage, but you have $10,000.
[CUSTOMER][NEUTRAL] Mhm, but that's for my life insurance, right?
[AGENT][NEUTRAL] That is part of this um benefit for your disability and it's just um a benefit that is only for accidental, like if you're involved in an accident or if you have an accident and you pass, any type of accident. Mhm.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK, OK, yeah.
[CUSTOMER][NEUTRAL] OK. OK. All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Do you have any other questions or concerns, Miss [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, thank you. All right. Thank you for calling APR. You have a good day.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.