AccountId: 011433970860
ContactId: 7d0bf557-f068-4560-8daa-5328b34bd780
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304459 ms
Total Talk Time (AGENT): 146360 ms
Total Talk Time (CUSTOMER): 109438 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/7d0bf557-f068-4560-8daa-5328b34bd780_20250211T20:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I have a question. Um, I'm, I'm receiving short term disability and when I got the
[CUSTOMER][NEUTRAL] When I got the statement at the end of the month of January showing what they paid me, um.
[CUSTOMER][NEUTRAL] It, it said, I think it said that my claim is approved up until my return back to work date, so I didn't know if I had to fill out the claim form thing again or is it automatically gonna be processed for February.
[AGENT][NEUTRAL] OK, so you're wanting to find out what else you would need to submit for your short term disability claim that's in processing, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm, but I wanna know if I, if it's processing. But yeah, it's something like what you said. Um, the last time I was on disability, my doctor said I was gonna be out X amount of days a week. I didn't have to fill out anything.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so, yes, ma'am, I can help you. OK, so you're wanting to find out if you need to send us anything else each month that you're on your disability?
[CUSTOMER][NEUTRAL] To submit.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Blade, is that correct? Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, the uh.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I can help you with that. So who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you and Ms. [PII].
[CUSTOMER][NEGATIVE] And my return.
[AGENT][NEUTRAL] OK, first off, Ms. [PII], I need to get your, I need to get your policy information pulled up first off and verify some things with you for security, and then I can help you, OK? So what is a good callback number for you?
[CUSTOMER][NEUTRAL] It's February
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] I don't have that. I don't know about.
[AGENT][NEUTRAL] OK, what is your full social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you, so give me a moment please to locate your information.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, Miss [PII], so again, any information that is provided would be a verification of benefits and not a guarantee of payment. First off, what is your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number on file for you is the same as the one that you gave me, so again that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you and lastly your email address, please.
[CUSTOMER][POSITIVE] [PII].
[AGENT][POSITIVE] OK. Thank you so much for verifying your information. So give me a moment, Miss [PII], to look at a couple of things.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes, ma'am, each month that you're out on your disability, you do have to submit the claimant statement, which should have been included in what you received.
[AGENT][NEUTRAL] In your January?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] With your January explanation of benefits. So you you would complete that. The only time your physician would need to complete an additional section would be if you return to work date changed from what was originally sent in.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So see, it didn't, it didn't say that I got confused on the statement, on the, on the statement I got confused because I was under the impression that
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I was gonna, my claim is gonna be paid up until [PII] and then I have to submit the claim, so I do need to submit the claim.
[AGENT][NEUTRAL] No, ma'am. You do. Yes, ma'am. Uh-huh, because it shows that this most recent one was paid to 21. I mean that, I'm sorry, let's see, um, to 131 I should say. So yes, ma'am, you would need to go ahead and upload the, your portion of the claim form. I can see you're set up in the online service center so you can upload that directly into the portal for us for review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK. All right. Thank you. OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you are certainly very welcome. Can I help you with anything else, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am. That'll be it.
[AGENT][POSITIVE] All right. Well, thank you again for calling APL and I hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] You're welcome, thank you.
[AGENT][POSITIVE] Mhm. You're welcome. Bye-bye.