AccountId: 011433970860
ContactId: 6ea7ac62-feaa-4271-a7ab-4debac393cc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 547340 ms
Total Talk Time (AGENT): 244510 ms
Total Talk Time (CUSTOMER): 217452 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/6ea7ac62-feaa-4271-a7ab-4debac393cc6_20250312T19:31_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi dear, it's [PII] I
[CUSTOMER][NEUTRAL] I'm in the process of filing a claim and I need some more information.
[CUSTOMER][NEUTRAL] Can you help me with that?
[AGENT][NEUTRAL] OK. Yes, Mr. [PII], I can help you with the claim. Can I please get your callback number, sir, just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] OK OK [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEGATIVE] Oh jeez, I don't know.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] And see if I can
[AGENT][NEUTRAL] If you want to give me your social security number I can look it up like that.
[CUSTOMER][NEUTRAL] Yeah, yeah, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull it up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome, sir.
[AGENT][NEUTRAL] OK, Mr. [PII]. Can you please verify your, your date of birth for me, sir?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then for security reasons, can you give me your address and your email address?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII], [PII], uh, [PII].
[AGENT][POSITIVE] Thank you, sir. I appreciate you verifying your policy for me. OK, let me take a look here.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, and um which policy are you trying to file a claim on, sir?
[CUSTOMER][NEUTRAL] The accident.
[AGENT][NEUTRAL] The accident policy. OK. Let me look at that accident.
[CUSTOMER][NEUTRAL] Yeah, I guess I, I, I, I think I got all, I got a little bit of everything, I think, but uh yeah uh.
[AGENT][POSITIVE] Yes, you do. That's good though.
[CUSTOMER][NEUTRAL] Yeah, I called in and I, she sent me out the paperwork. My doctor just matter of fact they just called me and told me they finished it. I got everything else filled up, but what I wanted to ask, are you familiar with the payouts and what it?
[AGENT][POSITIVE] Oh, good.
[CUSTOMER][NEUTRAL] What did, uh, cause I remember when I got the policy, I think she said something like.
[CUSTOMER][NEUTRAL] With my income it was gonna be up.
[CUSTOMER][NEUTRAL] Uh, like $5000 a month or something, I, I'm pretty sure that's what she said, but what I'm interested, I'm interested in is this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Say if I was to file for.
[CUSTOMER][NEUTRAL] I, uh, uh, not employment but doggone, uh.
[CUSTOMER][NEUTRAL] Uh, Social Security during that time, does that take away from that money or how does that work?
[AGENT][NEUTRAL] Well um you'll have to show it as income on the um claim form.
[CUSTOMER][NEUTRAL] So that
[CUSTOMER][NEGATIVE] What would I have to show as income? What you guys pay me?
[AGENT][NEUTRAL] No, you on the claim form it asks you if you have any other income and you would have to fill out that portion of.
[CUSTOMER][NEUTRAL] I don't have
[CUSTOMER][NEGATIVE] Yeah, I don't have any now. I haven't filed for anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So, if you
[CUSTOMER][NEUTRAL] I was just wondering if they go ahead.
[AGENT][NEUTRAL] If you do get it, then you would have to, in that portion of the claim form that asks for other income, you would have to fill that out. If you were getting it. If you're not getting it, then you don't have to fill that out.
[CUSTOMER][NEUTRAL] OK, yeah, because I, I already filled it out. I'm not getting it. I'm just saying that if I was to get it.
[CUSTOMER][NEUTRAL] Does it affect my payment from you guys?
[AGENT][NEUTRAL] It, it depends on your accident um and the information that you send in uh for your claim.
[AGENT][NEUTRAL] And that would be examined by the examiners once they received the claim.
[AGENT][NEUTRAL] And then it takes 7 to 10 business days for them to examine the claim, uh, during that time after you wait the 10 days if you wanted to call back and check the status of your claim, you can do that and we can give you the information that was finalized after the examiners reviewed it.
[CUSTOMER][NEUTRAL] Oh, OK, so.
[CUSTOMER][NEUTRAL] I don't quite understand so.
[CUSTOMER][NEUTRAL] So it, it, it may affect is what you're saying.
[AGENT][NEUTRAL] It could, yes, but that all depends on the claim and the information sent in on the claim.
[CUSTOMER][NEUTRAL] OK, so what type, what type of maybe or how does it affect?
[AGENT][NEUTRAL] I am uncertain about that because I'm not a claims examiner.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] Um, now you're just filing for accident, so you would just need, you said you were filing on your accident policy. So you would just need all your information that's on the claim form to send in for your accident.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, I got all that. I mean.
[AGENT][NEUTRAL] And then the examiners.
[AGENT][NEUTRAL] And then the examiners would look at it and review the claim.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, because I, I got, I did all that. I filled my portion out, works portion out, and the doctor just called me about a half hour ago and said that it was done to come and pick it up to turn then I could turn it in and fax it over to you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So and then 1010 10 to 20 days or 10 to 15 days outside of that once I get it to you.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes sir, you can call back and and just ask for a claim status.
[CUSTOMER][NEUTRAL] OK, so I have to call you, you won't call me is that it?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I mean, would that be.
[AGENT][NEUTRAL] Well, if we need additional.
[AGENT][NEUTRAL] If we need additional information then you'll receive a letter from us or if you if you filed your claim through the online service center a text message would be sent to you.
[AGENT][NEUTRAL] But if you wanted to just check the status of the claim, you you.
[AGENT][POSITIVE] We would look at that for you.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK, I guess that's what I'll do then.
[AGENT][NEUTRAL] OK. Well, Mr. [PII], is there anything else I can help you with before we go, sir?
[CUSTOMER][POSITIVE] Yeah, that's just what I want to know.
[AGENT][NEUTRAL] OK, well, would you like to have your policy number for your accident policy?
[CUSTOMER][NEUTRAL] Uh, yeah, let me see here. Does it even show that I called you guys?
[AGENT][NEUTRAL] Uh, it will when I put in my notes.
[CUSTOMER][NEUTRAL] Oh well, because I got a thing here.
[CUSTOMER][NEUTRAL] They emailed me it says.
[CUSTOMER][NEUTRAL] This well from them one time they gave me the numbers to call.
[CUSTOMER][POSITIVE] But of course they sent me over to you guys because they didn't have the answers I needed so they sent me to you guys for it.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, it's initial disability for initial disability claim, but it's that.
[AGENT][NEUTRAL] Oh, so you're filing a disability claim and not an accident.
[CUSTOMER][NEUTRAL] Yes, yes, initial.
[AGENT][NEUTRAL] OK, so I'll need to make sure I put, I'll put good notes in your disability that you called today.
[CUSTOMER][NEUTRAL] Yes, initial disability claim that's what it's for. I'm looking at it now and I don't see.
[CUSTOMER][NEGATIVE] I don't, I don't, can't believe they don't have the policy number on here. It didn't want is it on one of my forms? No.
[AGENT][NEUTRAL] Uh, it would have come on your certificate when you received it, but I can give it to you real quick if you'd like, like it so you have it handy.
[CUSTOMER][NEUTRAL] Yeah, one second, I'm just popping right in here.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] The short-term disability policy number is 2444.
[AGENT][NEUTRAL] 822.
[CUSTOMER][NEUTRAL] 244482
[AGENT][NEUTRAL] 822.
[CUSTOMER][NEUTRAL] 822. OK, so it's 2444822.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, great, got it.
[AGENT][NEUTRAL] OK. Anything else I can help you with, sir?
[CUSTOMER][POSITIVE] No, that's it. Thank you, sweetheart.
[AGENT][POSITIVE] You're so very welcome and you be careful out there on the road and we appreciate you calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye, sir.