AccountId: 011433970860
ContactId: 78c22846-e797-410f-a010-57dda1979563
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 668809 ms
Total Talk Time (AGENT): 215622 ms
Total Talk Time (CUSTOMER): 250734 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/78c22846-e797-410f-a010-57dda1979563_20250110T17:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[AGENT][NEUTRAL] And how may I assist you today?
[AGENT][NEUTRAL] Mr.
[CUSTOMER][NEUTRAL] Uh, I have a short term, uh, policy. Uh, it's, I guess it's supposed to last 2 years, and, um, I filled it up for the date that I was supposed to return to work, but I just left the card, the cardio the cardiologist, uh, they're postponing it till [PII]. Um, I don't know if she put the paperwork in yet, but do I need to fill out another page 7 and 8, or, uh, do you guys take care of that on your end?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, no, whenever it's gonna continue, you need to have the form, um, filled out again, Mr. [PII].
[AGENT][NEUTRAL] So we just need that form to be filled out again by the doctor. Mhm.
[CUSTOMER][NEUTRAL] OK, so, so fill out of.
[CUSTOMER][NEUTRAL] No, no, no, no, the doctor is going to send her, her form, uh, pages. I think it's 2 and 3. I'm responsible for 7 and 8, and what I wanted to know is since I had put, I think 127 25 on the last, uh, form that I filled out, uh, do I need to fill out another one as well, or do you just go off what the doctor does once I, OK, so I don't need to fill out another form.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You do, you do. It needs to come back again, the whole thing. Yes, you do. You need to fill out your part and the physician needs to send their part. Mhm.
[CUSTOMER][NEUTRAL] Oh, I do.
[CUSTOMER][NEUTRAL] OK, um, and one last question. When, when is the, I mean, because I, I, I need to, to, to, to think of a plan B. If I can't get back to, to, to [PII]'s Transport and I, and I have to end up doing something else, when, when does the last check come?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what is your policy number? Let me look at your policy.
[CUSTOMER][NEUTRAL] So how
[CUSTOMER][NEUTRAL] Um, one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I got Aetna, let me see APO 0169.
[CUSTOMER][NEUTRAL] 7502
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And I need to verify your date of birth, mailing address and email address.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And mailing address would be uh [PII], like I punched you in your arm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII], and what was the last thing you needed?
[AGENT][NEUTRAL] Email?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. All right, let me go ahead and pull your um documents and the benefits you have so I can check exactly how, what is the limitation on the benefits, OK, one moment.
[CUSTOMER][POSITIVE] Thank thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm waiting on the documents to upload.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, so the, let's see, maximum limitation disability period is going to be 2 years for sickness or injury.
[CUSTOMER][NEGATIVE] OK. So, um, since I had a heart attack, excuse me, I had a heart attack on the [PII]. Benefits didn't start for two months.
[CUSTOMER][NEUTRAL] So does that mean that benefits are good till September of this year or?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] The, the, the, the month I had the heart attack, um, that's what's confusing to me.
[AGENT][NEUTRAL] OK. Let me see when we started pain.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think it's gonna be this one. Let me double check.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] All right yeah.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] 17
[AGENT][NEUTRAL] OK, looks like it's gonna be [PII], but let me double check, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think that was the first check.
[AGENT][NEUTRAL] Let me get with the examiner really quick. Do you mind holding for me?
[CUSTOMER][POSITIVE] No, ma'am, I don't mind. You do what you need to do.
[AGENT][POSITIVE] Thank you. OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking to? How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], how are you?
[AGENT][POSITIVE] Hey, I'm good. How about you?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] The same one
[CUSTOMER][NEUTRAL] I'm trying. We got a little for no, so I'm trying.
[AGENT][NEUTRAL] Yeah, I know
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] All right. Well, I have a question. I have a member on the line that he's calling about his disability and he wants to know when the disability started, which I'm a little confused on the date, so I just wanna make sure I'm looking at this correctly.
[CUSTOMER][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] It is 1697502.
[CUSTOMER][POSITIVE] OK, thank you so let me get that pulled up.
[AGENT][NEUTRAL] You're welcome. Mhm.
[CUSTOMER][NEUTRAL] What is his name?
[AGENT][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] OK, alright, let me take a look.
[AGENT][NEUTRAL] This.
[CUSTOMER][NEUTRAL] Oh, let's see here. Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Looks like.
[CUSTOMER][NEUTRAL] This claim first started, it looks like he got a payment November. I'm sorry.
[CUSTOMER][NEUTRAL] Uh, [PII], was that what you were saying?
[AGENT][NEUTRAL] No, the first payment was on [PII]. That was the first payment.
[CUSTOMER][NEUTRAL] OK let me go back.
[AGENT][NEUTRAL] Based on what I'm seeing, but then I see two payments of $1000 that we sent for [PII], so I'm like, I don't know what is that if that's related to this or is it just, I think that was just uh another benefit.
[AGENT][NEUTRAL] I'm not
[CUSTOMER][NEUTRAL] Right, it is OK, so it is, uh, [PII] was the first. That was the first, so [PII], and now what was your second question and I'm sorry, what did you just say?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, no, it's fine. I just need to know if that is the correct time or the, I'm sorry, the correct day because, yeah, mhm, OK, because he has a two-year period, so, um, he's asking to see when is it gonna be done, so I guess it's gonna be on this year on September. OK dokey. And that's what I need. Thank you. Have a good day. Thank you. Bye bye.
[CUSTOMER][POSITIVE] That's what I see. That's what I see it started. Mhm, yeah, you're right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's what it appears. Mhm. Yeah. All right. OK, so. All right, have a good one. All right, bye-bye.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII].
[AGENT][NEUTRAL] OK, so it, it looks like it's gonna be [PII] when it's gonna um be done.
[CUSTOMER][NEUTRAL] OK, so that would be the very last check that I received in September.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, thank you. I, you know, I never bothered to ask, you know, I, I, I thought I was only gonna be off for a couple of months and that'd be the end of it. But, uh, you know, I, but then again, I never expected to be in a situation where only 5% of people, uh, live.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, pass this
[AGENT][POSITIVE] Yes, that's a blessing.
[CUSTOMER][NEUTRAL] But, but
[CUSTOMER][POSITIVE] Yeah, so, um, I appreciate all your help. You, you know, you, you, I didn't mind holding. I mean, I know you've got a job to do. Everybody's got to work. I, I wish everybody understood that. But, uh, I wish I was back at work, I tell you that much. Um.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm yeah.
[CUSTOMER][POSITIVE] So, but you have a blessed day, and I really, really appreciate you and I'll get that paperwork in sometime this afternoon. Um, I guess the doctor will send it in sometime this afternoon too. I don't know.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Sure, yeah, there's no problem. Uh, as soon as we get it, we'll go ahead and just continue, um, your disability, but right now, yeah, we, we're gonna need all that paperwork to continue, OK?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] All right. You're welcome. Have a good weekend and a good day. Bye-bye. Thank you.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mhm