AccountId: 011433970860
ContactId: 772ea4de-4188-4d3f-bd23-86e42b6e7531
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 529119 ms
Total Talk Time (AGENT): 284865 ms
Total Talk Time (CUSTOMER): 132084 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/772ea4de-4188-4d3f-bd23-86e42b6e7531_20250214T13:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning. Happy [PII].
[AGENT][POSITIVE] Well, happy [PII] to you. Thank you. Mhm.
[CUSTOMER][NEUTRAL] Thank you. OK, let's say I'm calling about my claim.
[AGENT][NEUTRAL] OK, alright, you need, are you wanting to check claim status?
[CUSTOMER][NEUTRAL] Yeah, I put it in uh around the first of the month and it's still saying pending.
[AGENT][NEUTRAL] OK, yeah, so, well, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] Of Floyd key.
[AGENT][POSITIVE] Thank you, Mr. [PII]. What is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And uh also what is your policy number, please?
[CUSTOMER][NEUTRAL] It's 224-342-6.
[AGENT][NEUTRAL] OK, thank you. Give me one moment to get your information pulled up please.
[AGENT][NEUTRAL] OK, Mr. [PII], I will need to verify several things with you first for security, and any information that I do provide for you will be a verification of benefits and not a guarantee of payment. So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your home mailing address please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one you gave me so again that is your best contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address, please?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying everything. OK, Mr. [PII], so I do see that the most recently um processed information for you was.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Done on [PII] and the remark on that claim states that benefits paid after 215-2025. Actually verbatim on what your explanation of benefits states it states benefits pending and will be released after the [PII] of the month. All of our disability claims, Mr. [PII], are processed on the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I, I noticed um last month on the [PII], the money was in my account and, you know, it said before then that everything was OK. So is it just different every.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, it depends on how the days of the month fall, um, because I can see that last month, yes, it did process on like the [PII], but they, according to this remark, I mean our.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Normal processing for disability payments on benefits payments rather, is the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On or after the [PII]. So I don't know if there was maybe.
[AGENT][NEUTRAL] I, I'm not sure if because of how the date fail.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] But that is standard for it to be the [PII]. Mhm.
[CUSTOMER][NEUTRAL] Cause I know when I called in earlier.
[CUSTOMER][POSITIVE] I know when I called in earlier, he told me he had everything, everything was fine. So I just wanted to verify that we are good on everything.
[AGENT][NEUTRAL] Yes, so there is no indication on here, Mr. [PII], that it will, that there's anything other than it just pay the benefits will not be released until after the [PII].
[CUSTOMER][NEUTRAL] OK, cause I know I was just trying to figure out cause I know when I talked to them when I first started this, they said they processed on it man put money out on the [PII] and that was the only time they did it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] So that's, that's why I was trying to make sure there was no problem.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] You know, because
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so I see that you were to be.
[AGENT][NEUTRAL] OK, so I'm just looking at some notes from when you called in the other day.
[AGENT][NEUTRAL] You had not returned to work. Is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I put all the paperwork in. It'll probably be, what is this? February, March, April. It'll probably be around like May before I go back to work. I go in for surgery on the [PII].
[AGENT][NEUTRAL] OK. And did you, so you're still waiting on your physician's part as far as release your return to work? So you
[CUSTOMER][NEUTRAL] No, all that's filled out.
[CUSTOMER][POSITIVE] Yeah, for the relief
[CUSTOMER][NEGATIVE] So they told me every month I had to fill out different paperwork.
[AGENT][NEUTRAL] Correct. And if your physician was not releasing you,
[CUSTOMER][NEUTRAL] No, he didn't.
[AGENT][NEUTRAL] OK, so he will be needing to complete his section of the claim form as well.
[CUSTOMER][NEUTRAL] For next month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause he's already done it for February.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I already sent all that in.
[AGENT][NEUTRAL] Right, so if he extended your release, I mean your return to work date from what it was originally set for, then yes, sir, the employer and your physician will have to complete additional their piece of the claim form as well. Only you have to complete your section each month if it's not being extended or they're not being any changes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, so next month just the employer and the physician.
[AGENT][NEUTRAL] OK, let me look here.
[CUSTOMER][NEUTRAL] Cause I submitted new paperwork already.
[AGENT][NEUTRAL] OK, so just a moment.
[AGENT][NEUTRAL] So I know when I spoke to you the other day I ended up connecting you with one of the examiners.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yes, like
[AGENT][NEUTRAL] OK, so yes, I do see where the examiner had been working on your claim did call you back. You talked to one lady that I transferred you to, and then another lady called you back and she did explain to you that the next payment would be after [PII].
[CUSTOMER][POSITIVE] Right, correct.
[AGENT][NEUTRAL] So that's the information that I'm able to see.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I just wanted to make sure cause I know when I talk to him when all this first started, they, you know, like I said, they told me they dis they dispersed on the [PII] and, and nothing afterwards everything in the following month. So I just wanted to make sure we was straight on everything.
[AGENT][NEUTRAL] Yes, sir. It appears to be from all of the notes that I'm reading.
[AGENT][NEUTRAL] But it's just a matter of, of the date of to release this next payment for February.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there's no indication that's, there's any other documentation needed at this time.
[CUSTOMER][NEUTRAL] So it could be any time after the [PII], no set time.
[AGENT][NEUTRAL] Well, it's gonna be within a, you know, it's the [PII] or the [PII], it just kinda depends on how the day falls.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it's always around the [PII] of the of the month.
[CUSTOMER][NEUTRAL] OK, then.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you for everything and you enjoy your Valentine's.
[AGENT][POSITIVE] Well, you, oh, Mr. [PII], thank you so much. I hope you do too. And is there anything else that I could help you with today?
[CUSTOMER][POSITIVE] No, ma'am, you've been most helpful.
[AGENT][POSITIVE] Well, it was my pleasure and thank you again for calling APL. I hope you have a very nice day and a very nice weekend as well.
[CUSTOMER][POSITIVE] Thank you and same to you.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.