AccountId: 011433970860
ContactId: 739b1699-ddae-41ef-858f-ecb8fbc661bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235660 ms
Total Talk Time (AGENT): 109135 ms
Total Talk Time (CUSTOMER): 108335 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/739b1699-ddae-41ef-858f-ecb8fbc661bf_20250310T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there. My name is [PII]. Can I give you my policy number so we can look up my account?
[AGENT][NEUTRAL] Sure, of course.
[CUSTOMER][NEUTRAL] 02310693
[AGENT][POSITIVE] OK thank you and then can I also get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] All right, thank you. And then I'm just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. Uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yeah, it should be my my full name [PII].
[AGENT][POSITIVE] That's it, yes, sir. Thank you for verifying that. What can we help you with today?
[CUSTOMER][POSITIVE] OK, well, good news. My doctor released me to go back to full duty, so I guess my benefits end today, I guess.
[AGENT][NEUTRAL] OK, was this the day that um you were cleared to go back to work?
[CUSTOMER][NEUTRAL] Yeah, I, you know, on my own I work for myself. I probably won't return for a couple more weeks, but uh I just wanted to let you guys know that he will not see me anymore and he did release me and I was wondering if you could give me a guesstimate as to what a partial check would be for March up to today's date.
[AGENT][NEUTRAL] Did you, um, I just have to make sure I'm sorry, um did you get us this date already um did you submit that information to us that this would be the final date?
[CUSTOMER][NEUTRAL] Yep, it was the last physician's document that I sent in probably the middle of February saying he would cover me up until the [PII] I guess.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome. OK, all right.
[CUSTOMER][NEUTRAL] He didn't put on that.
[CUSTOMER][NEUTRAL] Yeah, he didn't put on their return to work he was waiting to see me.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] But that was the final date that we did receive.
[CUSTOMER][NEUTRAL] Yeah, should be.
[AGENT][NEUTRAL] Got it. OK, just wanted to make sure, um, so no, unfortunately I wouldn't be able to give you an estimated amount um as I don't have that kind of calculator as to what that would be and I don't wanna give you an amount and it'd be wrong, um but you will receive that final check um did you set up uh do you have direct deposit?
[CUSTOMER][NEUTRAL] Uh, yes, we did.
[AGENT][NEUTRAL] OK awesome so um typically it's around the [PII] of every month that we would, uh, send that payment out so I would keep an eye on your account around that time depending on your bank it could be about 2 to 3 business days I would say, uh, no longer than that from the [PII].
[CUSTOMER][NEUTRAL] OK, so y'all really don't need any more documentation from me. I'll just wait to see what happens from [PII] the [PII].
[AGENT][NEUTRAL] Right, so that's what I was, uh, wanting to make sure we did have that final information from that date, um, as long as we've got that you are good to go.
[CUSTOMER][NEUTRAL] OK, well, alright, I just wanted to let you know on my end that uh I guess we say all benefits have come to an end because I noticed on some of the documents I fill out like pages 1 through 81 of them will say something like let us know when you're ready to return back to work so that's what this phone call is all about.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, so it's either from you or from you know your physician so if this is the date that we had um initially then that is perfectly fine, but I do appreciate you reaching out is there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK, well, well
[CUSTOMER][POSITIVE] No, you have a good day and thank you for uh thank you so much for the coverage we really appreciate it.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Definitely, absolutely. Happy to help. I hope you have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] And