AccountId: 011433970860
ContactId: 78ceb03c-8678-4ef8-82dc-79005fb22889
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403220 ms
Total Talk Time (AGENT): 169393 ms
Total Talk Time (CUSTOMER): 216010 ms
Interruptions: 2
Overall Sentiment: AGENT=2.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/78ceb03c-8678-4ef8-82dc-79005fb22889_20250106T22:32_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. I was just calling about uh my short term, um.
[CUSTOMER][NEUTRAL] I've received the payment but I, I just wanted to see um.
[CUSTOMER][NEUTRAL] When the payments will be, I mean when that will be coming in, I already had received something last year on on the [PII], but I just wanna see how y'all send them the checks, you know.
[AGENT][POSITIVE] Yeah, absolutely. Do you mind if I go ahead and get a good policy number for you and I can pull up your policy and take a look?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, let me get my paper here.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. Uh, the number is 022.
[CUSTOMER][NEUTRAL] 99929
[AGENT][POSITIVE] Wonderful. And could you verify for me, pretty please, your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, [PII]. Birthday is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. And I do just need to verify some further information with you if you don't mind. Um, your mailing address if you can, and then just the email and phone number on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, the address is [PII]. Zip code is [PII]. The email is [PII]. My number [PII].
[AGENT][POSITIVE] Perfect thank you so much. I really appreciate you going through that process with me and is that a good number to call you back if we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Perfect and I see here did you on the [PII] that upload was that the continuation for the disability form that was sent in?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let's see because I said oh well the my job sent one I sent one and then uh my.
[CUSTOMER][NEUTRAL] Uh, they're at the doctor's they sent one too from the clinic.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I had 3
[CUSTOMER][NEUTRAL] All the forms I guess that we did I did mine first and then.
[CUSTOMER][NEUTRAL] I guess the the clinic get theirs and then my job so they were all sent already you know.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But I did receive a check already, so I think everything was in already then to receive a check so I just.
[AGENT][POSITIVE] Perfect. It looks like something was uploaded today from the online service center. Was that for, for the month of January?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's for the
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, perfect. I just wanted to make sure you knew that like the I because I couldn't see it quite yet, um but I wanted to make sure that you knew that you had to submit the new form, but I didn't want to tell you if you'd already done it.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes, that
[CUSTOMER][NEGATIVE] No, yes, already. Yes, the last, I know from the last time I didn't know that we were the forms we get every, you know, that I'm supposed to get back, you know, send it back to y'all and whatever. So now I know because this is my, I had another surgery, you know, I had my knee done in March and now the, the shoulders, so I pretty much know now, you know, what to do and what, you know, but I just wanted to see what days they're gonna be coming in so I can pretty much just know what.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Plan for it? Absolutely, yeah, so we pay out um our disabilities as long as your claim is in before in process before the [PII], all our disability payments happen on the [PII]. Um, if you're the [PII] falls on like a Saturday or a Sunday, um, sometimes it might be the Friday before the Monday after just depending on on how the dice roll, um.
[CUSTOMER][NEUTRAL] Yeah, for my payment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if your form wasn't submitted until after the [PII], the payment would process as soon as it was completed right away it wouldn't hold.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, OK, so like on the around the [PII] of this month?
[AGENT][NEUTRAL] Yeah, the [PII] is a Wednesday on this month, so you should they'll release the payment that night at [PII] on the [PII] and then make it available to your banks on the [PII].
[CUSTOMER][NEUTRAL] I'll get that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and could I ask you what uh I'm gonna be receiving? Is it gonna be the same or it'll be different or?
[AGENT][MIXED] So that I don't know, it looks like the claim hasn't been processed, so until I see that it's um it's just in cute like they have it, but they haven't gone through, um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh yeah, OK.
[AGENT][NEUTRAL] So I'm not quite certain, um, but once you see your [PII], that will kind of be, um, cause your first one you have to wait like that that elimidate, it'll not talk, the elimination period, but once you see your [PII], you should be able to know that it should be consistent after that.
[CUSTOMER][NEUTRAL] Yeah, what, what the.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, OK. Uh.
[CUSTOMER][NEUTRAL] OK, can I ask you, because I know I'm gonna have to be out at least 3 months, uh, till how much do they pay? How much?
[CUSTOMER][POSITIVE] Do I have there where I can be out of work, you know, so I can get help with the you.
[AGENT][NEUTRAL] You bet you, so you actually have uh 3 months for accident or sickness, yep.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Up to 6 months.
[AGENT][NEUTRAL] Up to 3 months for accident or sickness.
[CUSTOMER][NEUTRAL] 03
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] OK, so up to 3 months. OK, yeah, because that's, I think that's how long I'm gonna have to probably be out, you know, I, I have that rotator cuff repair and, and with the job I do, uh, it, you know, he had told me I'll probably be out at least probably a good 3 months, so I just wanted to see how much, you know.
[AGENT][POSITIVE] Oh, that makes sense. I would wanna know as well for sure.
[CUSTOMER][POSITIVE] Y'all would help
[CUSTOMER][NEUTRAL] Yeah, OK, well, really that's all I needed just to see, you know, when these checks will become, you know, I can plan to make do my payments, you know, send off some stuff and, but that, that's.
[AGENT][POSITIVE] Absolutely. No, that makes sense. I'd wanna be planning for it too. And I, yeah, have you, you've had your surgery so far, you're getting ready to have it.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I've had it already, yes.
[AGENT][POSITIVE] You had it. Well, I hope you have such a smooth and speedy recovery, Ms. [PII].
[CUSTOMER][POSITIVE] Yes, yes, ma'am. I'm, I'm trying, yeah, it, it's going good though. You, yes ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] But uh, OK, well that's all I needed so now I pretty much know, you know, so, OK.
[AGENT][POSITIVE] Perfect and if you need any more information, don't hesitate to reach out to us we're always here.
[CUSTOMER][POSITIVE] Yes ma'am well thank you, yes ma'am.
[AGENT][POSITIVE] My pleasure. You take care. Thank you.
[CUSTOMER][POSITIVE] You too thank you, ma'am bye bye.
[AGENT][NEUTRAL] Bye bye.