AccountId: 011433970860
ContactId: 76383008-42e9-42c7-9fe5-bc398b85ef81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 909539 ms
Total Talk Time (AGENT): 485520 ms
Total Talk Time (CUSTOMER): 321526 ms
Interruptions: 7
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/76383008-42e9-42c7-9fe5-bc398b85ef81_20250103T21:17_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[CUSTOMER][NEUTRAL] Um, I'm, uh, I work at Woodland Park in [PII] and have a short term disability through you guys.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I spoke to Mr. [PII] and he told me to get with you about filing a claim for it's a, it's the future.
[CUSTOMER][NEUTRAL] It's like Wednesday.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, yeah, let's take a look, let's take a look at that policy and um start getting you some of that information you need, OK?
[CUSTOMER][POSITIVE] So Wednesday I'm having some free.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, Ms. [PII], do you have your policy number handy?
[CUSTOMER][NEUTRAL] No, ma'am, they don't print that on our checks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you, got you. All right, let me pull it up. I can search for it under your social if you'd like.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, and while I am searching for the policy, do you mind if I also just get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Wonderful, thank you. And looks like I see that policy right here. Would you be able to verify for me, please, your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, thank you. And I'm just gonna verify a few other bits of information, starting with the mailing address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful, thank you, thank you. And.
[AGENT][NEUTRAL] All right, so I'm going to start putting together Ms. [PII], an email for you that has a bunch of the information you're gonna need. That way you don't have to like try to memorize it all and it will be there as you need it.
[AGENT][NEUTRAL] Um, the first thing I'm going to
[CUSTOMER][POSITIVE] Perfect because my mind is.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] Because it's perfect because my mind is not what it used to be.
[AGENT][POSITIVE] That's, I understand. I like having all my resources on hand.
[AGENT][NEUTRAL] Um, so,
[AGENT][NEUTRAL] Let's take a look. So the short term disability claim form is going to be attached in this email for you. Um, it sounds like a lot, and I'm gonna just briefly tell you about it, but don't hesitate to ever call us if you feel like you need a refresher. Um, the claim form has 3 portions, one for the physician, one for you, and one for the employer, I believe.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Actually, just kidding. Um, it is all, it's just you and the physician on here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And so,
[AGENT][NEUTRAL] You'll complete your sections, the physician will complete their sections, and with this claim form, you're going to want to
[AGENT][NEUTRAL] Like send it into us we have a couple options they're on the claim form you can always fax it or mail it in, um, but we also have an online portal where you can upload the form and you can send it through online and I'll go over all of that with you in just a second, OK? But we'll take it no matter how you send it, um.
[AGENT][NEUTRAL] Your, so you have your portion, the physician's portion, and then
[AGENT][NEUTRAL] If they need any more documentation, what they'll do is they'll reach out and explicitly ask you for that documentation, but it also says that you might need supporting documentation like a worker's compensation award or denial letter or award or denial letter for identified deductible sources of income, but no worries, don't stress over that.
[CUSTOMER][NEGATIVE] OK, that confused the crap out of me.
[AGENT][NEUTRAL] No, we don't stress if they need an additional document, they will literally send you a letter saying, hey, can you please provide me with this document?
[CUSTOMER][NEUTRAL] You just.
[CUSTOMER][NEUTRAL] OK, it's not workers' comp. there's that that doesn't apply.
[AGENT][POSITIVE] Perfect. So then you don't even have to worry about that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, because it's not workers' comp related, I stepped in a mole hole and I ruptured my Achilles tend partial rupture in my Achilles tendon.
[CUSTOMER][NEUTRAL] months ago, months ago, months ago. And I have been trying to let it heal naturally, and it hasn't. And I now have bone spurs that go with it. And the only way to fix it is to have surgery.
[AGENT][NEUTRAL] I am so sorry. That sounds rough.
[CUSTOMER][NEUTRAL] And it's my right foot, which means I'm not gonna be able to drive for a month.
[AGENT][POSITIVE] Oh goodness, OK, yeah, so you'll just fill out this form and send it back to us, um, you don't have to worry about the the workers' comp letters or anything like that, and then you can just focus on recovering because that sounds uh.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEGATIVE] I'd hate to not be able to drive.
[CUSTOMER][NEUTRAL] It, it doesn't
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Um, yes, ma'am. That's why I've been trying so hard to let you on the phone because I kind of, I may not want to go anywhere on my off days, but on my off days, if I want to get the, you know, throw a bag in the car and head out, I'm
[CUSTOMER][POSITIVE] Yeah, I'm able to.
[AGENT][POSITIVE] Yeah, it's freedom. I get that, yeah.
[CUSTOMER][NEGATIVE] I want to go to Walmart, I can go to Walmart. No, I can't. Not for a month.
[CUSTOMER][NEUTRAL] But uh it, this is what they're gonna do. They're gonna take off my Achilles tendon, whittle the bone down underneath it, reattach my Achilles tendon.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] N
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So you see why I put it off as long as I can.
[AGENT][POSITIVE] Yeah, absolutely. I am, you know what, at least you picked the right time of year to do it, cause like the winter's gross. If there's a time of year I wanna stay inside.
[AGENT][NEUTRAL] It's the winter. Read a book, snuggle up.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][POSITIVE] Well, I've worked at Wham Park for 17 years and we're gonna see how I do without my people.
[CUSTOMER][NEUTRAL] Because I think I need my patience as much as my patients need me.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] I feel that, absolutely.
[CUSTOMER][NEUTRAL] So I'm not taking this lightly, but I am trying to prepare ahead of time for whatever I might need to do, um, especially since I'm not, I'm gonna be housebound and I'm trying to pre-prepare for whatever I need, um.
[CUSTOMER][NEUTRAL] So that my husband can be my legs.
[AGENT][POSITIVE] OK, absolutely.
[CUSTOMER][NEUTRAL] You know what I'm saying?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I do want to
[AGENT][NEUTRAL] I'm, I'm putting this all in the email for you, but I do want to let you know the first time you submit the form, it's gonna have the portion for yourself and your physician to fill out. If you need to resubmit the form because you're going on another month of disability, so if they give you like, you know, longer than 4 weeks recovery or what the case may be, um,
[CUSTOMER][NEUTRAL] Uh, OK, so far what I'm looking at, so far what I'm looking at is 3 months, literally.
[AGENT][NEUTRAL] OK, so then you will.
[CUSTOMER][NEGATIVE] A month of no driving.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, a month of no weight bearing.
[AGENT][NEUTRAL] Um, so you will want to resubmit.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK perfect so you wanna resubmit well it's not perfect, but um resubmit I cannot talk resubmit every month um for continuation of disability um if your return to work date does not change.
[AGENT][NEUTRAL] Um, you will not need to have the doctor fill out the continuation forms. It will just be your portion, but if something changes with your doctor, then they can update it and send it in on, um, on that portion, but it's not required every time.
[AGENT][NEUTRAL] And then
[AGENT][POSITIVE] As far as that goes, the forms gonna be really simple. You can just fill it out on your computer and then upload it into the portal and also I'm attaching for you the the guide to set up the online portal.
[CUSTOMER][NEUTRAL] OK, for someone under for some.
[CUSTOMER][NEUTRAL] For someone under [PII].
[CUSTOMER][NEUTRAL] That's really easy for someone else to [PII]. I don't have a teenager in the house.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I understand that.
[CUSTOMER][NEUTRAL] So I have what's um.
[AGENT][POSITIVE] So the guide I'm gonna send you, it has like step by step directions, but then it also like, and it's not just how to set it up, it tells you like this is your dashboard and here are the things you can find here and then it has pictures and it's like filing a claim online and then it will tell you like step by step what to do, but then it has like pictures showing you like this is what it will look like on your screen and this is what you'll click and so it makes it really easy to follow along to.
[CUSTOMER][POSITIVE] Yeah, I'll, I'll do my best to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Um, and worst case scenario is you get on there and you've set it up and you need help, like call us back. We're here all the time. Any one of us can walk you through setting up the account if you need it, as well as, I mean, to the best of our ability without seeing your screen, um, we can help you navigate like submitting your claim and doing all of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, you may be getting phone calls.
[AGENT][POSITIVE] Um, the beauty of using the portal is that you can, you can do everything from it so you can view your claim status without, you know what I mean, like at any time you can view your claim status, you can set up your direct deposit or um change your direct deposit information, but you can do everything from it and it just gives you so much more access than having to call and.
[AGENT][NEUTRAL] Talk, yeah, I don't know. I mean, you might like talking to us, we're always here.
[CUSTOMER][NEUTRAL] Now I think
[CUSTOMER][NEUTRAL] I do have a crazy question.
[AGENT][POSITIVE] I love crazy questions. Let's do it.
[CUSTOMER][NEUTRAL] Um, we're looking at 3 months.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How do I continue to pay my premiums in the meantime?
[AGENT][POSITIVE] Perfect. So your premium actually will be deducted out of your disability payment.
[CUSTOMER][NEUTRAL] OK, cool, cool, so that will be covered. That was one of my concerns, yes, because nobody plans to be down for 3 freaking months.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] I
[CUSTOMER][NEGATIVE] Are too much well.
[AGENT][NEUTRAL] It's all a long time, yeah.
[CUSTOMER][NEUTRAL] OK, um, alrighty.
[AGENT][NEUTRAL] And then Ms. [PII], I don't have an email address on file. Can I get one so I can get one sent out to you?
[CUSTOMER][NEUTRAL] Yes ma'am. It is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] A lot of people try to put, I don't say the name because a lot of people try to make it with two [PII], it's not. It's [PII]
[AGENT][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Alright, I have [PII].
[CUSTOMER][NEUTRAL] Wait, whoa, whoa, whoa, whoa, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] No, that's OK.
[AGENT][POSITIVE] I got that put in there for you and this email should be coming out to you in just a couple moments.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] OK, I'm gonna make sure that I've got that, um, just because I'm an idiot and they just forgive you.
[CUSTOMER][NEUTRAL] Husband just got home. He picked up the prescripts and.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] And you said your appointment's Wednesday this week for it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, the [PII].
[AGENT][NEUTRAL] All right, well, I wish you the best of luck, um.
[AGENT][NEUTRAL] I'm gonna get this email out to you. Is there anything else at the moment I can do for you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, ma'am. Um.
[CUSTOMER][NEUTRAL] I will
[CUSTOMER][NEUTRAL] Recheck my email momentarily.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Hopefully it comes back.
[AGENT][NEUTRAL] Um, and I'm sorry, as soon as I put in your email address, everything I typed out deleted. So I'm just retyping it real quick. It's OK.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh wow. I just looked at the scripts the doctor sent. I'm a nurse. I just looked at the scripts the doctors and I'm going, oh my God, oh my God, oh my God, oh my God, oh my God. Um, the medication that he sent me for pain.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] scares me because I don't hardly take Tylenol.
[AGENT][NEUTRAL] Same.
[CUSTOMER][NEUTRAL] I took it out and he sent some high potency painkillers, which tells me that maybe I'm right in making these phone calls ahead of time.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, I get that. When I was a teenager, I took a lot of ibuprofen and whatever cause I had, uh, my gallbladder was really bad and I would always hurt. And so then I like kind of became numb to it, and so I like, now I don't take anything because when I want to take a Tylenol, I want it to work, you know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. Well, that's me, and I've been taking Celebrex and then every now and then fighting in some Tylenol and just gritting my teeth a lot.
[CUSTOMER][NEUTRAL] A whole lot, like whatever step it feels like there's a glass digging around in my heel. Um
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] I'm so sorry to hear that.
[CUSTOMER][NEUTRAL] A large piece of glass digging around in that field.
[CUSTOMER][NEGATIVE] But yeah, he kind of just scared me with the medication that he sent.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][POSITIVE] You've got this. Hopefully you won't be in any pain and you'll heal quick. All good energy going out to you right now, Miss [PII]. And then we're here as much as you need us. Don't worry.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you, appreciate you.
[AGENT][POSITIVE] Yeah, it's my pleasure.
[AGENT][POSITIVE] If there's anything else you need, just give us a call and we'll, we'll take care of you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure. Take care, [PII].
[CUSTOMER][NEUTRAL] Bye bye.