AccountId: 011433970860
ContactId: 780b79ed-c678-4798-99b7-b20cba908bb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 835599 ms
Total Talk Time (AGENT): 520513 ms
Total Talk Time (CUSTOMER): 219291 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/780b79ed-c678-4798-99b7-b20cba908bb3_20250430T14:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes ma'am, this is uh [PII], and I have my wife on the phone and I'm, I'm fixing to have a surgery. I'm trying to get some disability clarity.
[CUSTOMER][NEUTRAL] If you don't mind.
[AGENT][NEUTRAL] OK, OK, and I'm so sorry. What did you say your last name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Mr. [PII]. Thank you. And you said that you're having, about to have surgery and you're needing to get some information for your disability policy?
[CUSTOMER][POSITIVE] Correct, I'm having a um neck fusion.
[AGENT][NEUTRAL] OK, yes, so I can help you with uh some questions regarding your policy. Uh, what is a good call back number for you please?
[CUSTOMER][NEGATIVE] I'm gonna, I'm gonna first I'm gonna say, uh, I'm authorizing my wife to talk to y'all because she tried to call yesterday and y'all wouldn't let her y'all wouldn't speak to her until I approved it so and I'm gonna give you.
[AGENT][POSITIVE] That is correct. So we can.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], OK, yes, sir. Now, in order for us to be, I'll need to verify your information with you first off, and then I can explain to you what we can do uh in order to be able to speak to her when she calls in without having to have your authorization each time. But first off, what is a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, for for me it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And what is your policy number, please?
[CUSTOMER][POSITIVE] Cool, that's a good question.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Well, we don't, I don't have it.
[AGENT][NEUTRAL] What is your full social security number, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 29
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Give me just a moment to locate your information first off please.
[AGENT][NEUTRAL] OK, and any information that I'm able to provide today would be a verification of benefits and not a guarantee of payment. And as I stated, I will need to verify several things with you first for security. So first off, Mr. [PII], if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then your home mailing address, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 121.
[CUSTOMER][NEUTRAL] Pin Oak Lane.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and the phone number that we have on file for you is the same as the one that you just gave me, so that is the best contact number for you, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And then lastly your email address?
[CUSTOMER][NEUTRAL] Email is [PII].
[CUSTOMER][NEUTRAL] A 3 M letter A number 3 M as in Matt.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII]?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um, OK, so that's all of the information that I'll need to verify. Now, what is your wife's name?
[CUSTOMER][NEUTRAL] Wife's name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And also [PII], OK, OK, [PII]. OK, thank you.
[CUSTOMER][NEGATIVE] And this course is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So now for future reference what I will do is I'm going to send you an email Mr. [PII], that's going to have a third party authorization form included that you can complete and email back to the same email that you receive it from so that we can get that on file so that we would not have to have her permission, I'm sorry, your permission to speak with her when she calls in for you, OK?
[AGENT][NEUTRAL] And I'm also going to include in that email the user guide for our portal called the online service center that is where you can set up your profile, Mr. [PII], and you can have access to your policy information and claims information online.
[AGENT][NEUTRAL] That portal will let you see all of the different policies you have with us and copies of your policy certificates and as far as filing claims you can also upload claims information directly into that portal for our review.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And that information is included in the user guide as well as to how to do that.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] So when we get off of the call I'll send that again the email that I'm gonna send will come from [PII] team [PII].
[AGENT][NEUTRAL] And I will put [PII] in the subject line so that that's easy to recognize as to what that is.
[CUSTOMER][NEUTRAL] And you said care team at at what now?
[AGENT][NEUTRAL] Here
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Cas is [PII], correct?
[AGENT][NEUTRAL] [PII]. Yes, sir. Now, I don't think that it will go to your junk or spam folder, but once um.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Once I'm off the call, that's when I'm gonna send it so just give me a few minutes to do that but if you don't see it in your inbox, you may want to check your junk or spam folder.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Because it might go there. I don't think it will, but it might.
[CUSTOMER][NEGATIVE] OK, so, and, and we probably should have did this a long time ago, so forgive us for being last minute. I just didn't even, um, uh, between work and, and life and, uh, and, and neck pain.
[AGENT][NEUTRAL] Mhm. Yeah, you're fine.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Everything got in the way.
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] So, um, I'm gonna let my wife, uh, take over, but, um, I think the main question or a few questions is like when are, when are we getting the when when we get the first check, how, you know, how long does it take, how much, how much was the percentage like things like that and I guess in the email may may also answer those questions but I guess if you could answer them now that would be.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Yes, well, and again, all of that instead of trying to write too much information down, all of that information will also be in your portal because again, that's part of your policy certificate information, all of the benefit information um will be in there. Now, I can go over some general things.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Related, you know, I'll be happy to do that.
[CUSTOMER][NEUTRAL] Well, honey
[CUSTOMER][NEUTRAL] Yeah, [PII] shoot
[CUSTOMER][NEUTRAL] I was just curious, the percentage. I remember last time we did this it was with a different company. It was 10 years ago, so it, it was a percentage and I didn't know what this this was percentage wise of his paycheck.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so on this, on the plan that he has signed up for, um, OK, so it shows that the monthly amounts of the disability payments are available from 300 up to 6500.
[AGENT][NEUTRAL] In $50 increments, so it says that his disability benefit will be $5000 according to what he has signed up for, but not to exceed 60% of the monthly compensation.
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] Now we won't be able to give a.
[CUSTOMER][NEUTRAL] So it'd be $5000 a month.
[AGENT][NEUTRAL] He has signed up for the $5000 benefit and again, that would not, but it's not to exceed 60% of his monthly compensation. So once we receive the information from his employer, then, you know,
[AGENT][NEUTRAL] It would be specifically calculated, but that's how his policy information reads.
[CUSTOMER][NEUTRAL] OK. And then is it, is it true from what I recall from 10 years ago, it took, the doctor had to fill out a form, surgeon, and I have that form in my email, um, to give to the surgeon, but once it was like a two-week delay between when the surgery occurred and when the check was sent out. And it was by mail. It was not like a direct deposit or anything. Is that still how it works?
[AGENT][NEUTRAL] OK, so on this plan that he has, there is a 7 day elimination period before the benefits would start.
[AGENT][NEUTRAL] And the maximum disability period would be 180 days.
[AGENT][NEUTRAL] Um, benefits for disability are processed with APL once a month, and that's on around the [PII]. Now, that could fluctuate a couple of days simply because of how the [PII] may fall.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] That's when we process each month.
[AGENT][NEUTRAL] For disability claims. So you should have a claim form that does, um, you said you do have the claim form already, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] For APL? OK. So on that form, page one, it should say disability claim form at the top. Page one is the complete instructions for the form being completed, and there is a section that uh Mr. [PII] will need to fill out and sign. There's also a section for his employer and for the physician.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So from the [PII] when it would be processed, surgery is on the [PII], so then it would be processed on the [PII].
[AGENT][NEUTRAL] Now, with our, uh,
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] No, I'm sorry, I failed to answer one of your questions. So with the online service center, the portal that I was telling him about, you can add in direct deposit information so that we can directly deposit funds if benefits are approved.
[AGENT][NEUTRAL] Instead of having to mail a paper check. We do not have to mail a paper check, but that is up to you all, you know, it's not required that you do the direct deposit, but obviously that is a much faster way to get your benefits if they're approved and um
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Typically, once it goes through our nightly processing, depending on the financial institution itself, it's usually 2 to 3 business days and sometimes it can be a little quicker than that, but that's pretty standard.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so, so like I was saying, so if the surgery is on the [PII] and the processing dates on the [PII] normally and then it's 7 days from there to process it, is that how it goes?
[AGENT][NEUTRAL] Well, no, no. As far as the 7 days, there, there's an elimination period on this policy that he would have to be off of work for 7 days before benefits.
[AGENT][NEUTRAL] Would start being payable.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, again, all of the information can be uploaded and the physician, you know, they can fax back their portion to us. There's a claims fax number on the bottom of that claim form on page one with the instructions. It has a PO box for mailing, a phone number, and then that fax number that's listed is our secured fax line.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Now I can give you all the policy number for the disability plan, but you'll be able to see this as well in the portal once that's been set up, but this disability policy number is 219.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 8475.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. Well, is there any other questions at the moment that I could help you with?
[CUSTOMER][NEUTRAL] Um, I don't think so. We'll just look for your email. That sounds good. Yep.
[AGENT][POSITIVE] Yes, ma'am. I'm gonna, yes, ma'am. I'm gonna send that within just a couple of minutes. Um, I'm gonna work on that as soon as we get off of our call, so you should be having it very soon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. All right, ma'am, thank you.
[AGENT][POSITIVE] Yeah, absolutely. So again, if that is all that I can help you with at the moment, thank you for calling APL and I hope that you have a very nice day and I do hope that everything goes well for you, Mr. [PII] and your surgery.
[CUSTOMER][POSITIVE] Yes ma'am thank you appreciate it.
[AGENT][POSITIVE] You're welcome. All right.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye.
[CUSTOMER][POSITIVE] Stay stay on. Yeah.