AccountId: 011433970860
ContactId: 71f80bb6-fee5-484d-a953-d767b013924a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455470 ms
Total Talk Time (AGENT): 219504 ms
Total Talk Time (CUSTOMER): 140523 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/71f80bb6-fee5-484d-a953-d767b013924a_20250214T18:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Oh yes, I have some questions about my, uh, my disability claim, short term disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Oh that that I don't have. I have my social. Can you use that?
[AGENT][NEUTRAL] Oh, yes, ma'am. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII], and I don't know what address y'all might have [PII].
[AGENT][NEUTRAL] Alright, sure, [PII].
[CUSTOMER][NEUTRAL] Like I
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hoo, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] And what else did you need?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you have a question about your claim that was processed or you're checking status of?
[CUSTOMER][NEUTRAL] Yeah, about the claim that was processed, um, I'm just trying to find how does this pay, how does a short term disability pay? When do I get a check? That's what I'm trying to find it.
[AGENT][NEUTRAL] Well, I show your claim processed on the [PII] and it was the payment was sent via direct deposit on the [PII].
[CUSTOMER][NEUTRAL] OK, for how much? 600 and
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] $662.05.
[CUSTOMER][NEUTRAL] OK, I'm trying to find out what is that for? What days does that cover?
[AGENT][NEUTRAL] Uh, that was for
[AGENT][NEUTRAL] [PII] of this year and [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] They would have seen.
[CUSTOMER][NEUTRAL] OK, when is the next payment?
[AGENT][NEUTRAL] Uh, you should receive a claim form that needs to be submitted by you and your physician, uh, needs to be submitted to our office. Once that has been received, usually, um, continuing claims are processed around the [PII] of each month. So you should receive that form soon. Once you receive that form, you will need to fill out your portion and your doctor fill out their portion, and it needs to be submitted to the office.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I'm not understanding the amount. It says [PII], right?
[AGENT][NEUTRAL] Uh, [PII], uh, that and uh [PII], because you do have an elimination period.
[AGENT][NEUTRAL] So benefits didn't start until that elimination period was satisfied, which is 7 days. So the first day of your disability, that 1st 7 days are not payable, benefits start from the [PII] day, and then um from [PII].
[CUSTOMER][NEUTRAL] So that was just for [PII].
[CUSTOMER][NEUTRAL] Is that what you're saying?
[AGENT][NEUTRAL] portion of it. There is from [PII] and then [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So the other claim form, when does it have to be filled out?
[AGENT][NEUTRAL] Um, once you receive it, I would say if you can fill it out and um have it in before the [PII] of next month, then they'll have it to where they process the claim because if it's a continuing disability, it's processed around the [PII] of each month.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So no, he is gonna be 20. He gonna be 20. So right now I'm, I'm doing another check for February, is that what you're saying?
[AGENT][NEUTRAL] No, ma'am, on this one payment that was just sent, it was for [PII] and then portion of it from [PII]. There was all on one check that was just recently sent.
[CUSTOMER][NEUTRAL] That's, that's nothing.
[CUSTOMER][NEGATIVE] That's not even what I thought it's not even like half a check cause I was told my uh my retirement benefit monthly was 1550. And that's not even for half of it, like for two weeks, right?
[CUSTOMER][NEGATIVE] That's not even 2 weeks' worth of pay.
[AGENT][NEUTRAL] Well, like I say, you do have an elimination period and um I may have transferred to an examiner. I can verify as far as February, how that was processed. Uh, when do you return to work?
[CUSTOMER][NEUTRAL] I don't know yet. I'm still in rehab.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let me transfer you to a representative and they can verify as far as far as how they process for February. Do you mind holding for a moment?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APPL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you today, lady?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] I'm good. Um, happy Friday, yay.
[CUSTOMER][POSITIVE] Yay.
[AGENT][NEUTRAL] Well, I have an insured on the phone. She's calling about her disability, um, claim that was processed, and I try to explain to her how the benefits were paid like for a certain date and she wants to know why it was so wasn't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The full amount, um.
[AGENT][NEUTRAL] And I did tell her that she would need to submit her portion and the physician's portion of the claim form, um, and once you received that to submit it to us, but she has questions on the payment.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] 230-1502.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's cold.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] Oh, I see right now.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, you can send her on.
[AGENT][POSITIVE] Awesome sauce. Thank you, lady. Have a great day and happy [PII].
[CUSTOMER][POSITIVE] Happy [PII].
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] Bye.