AccountId: 011433970860
ContactId: 7e88c5c7-7dd9-4a0e-8151-3eb7ca751a49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325359 ms
Total Talk Time (AGENT): 190494 ms
Total Talk Time (CUSTOMER): 74067 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/7e88c5c7-7dd9-4a0e-8151-3eb7ca751a49_20250211T15:28_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, I was trying to see um will I be able to file a claim for a small
[CUSTOMER][NEUTRAL] Disability?
[CUSTOMER][NEUTRAL] I mean short term disability. I'm sorry, I keep saying small.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] What's your, what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have your policy number, [PII]?
[CUSTOMER][NEGATIVE] No, ma'am, not handy with me.
[AGENT][NEUTRAL] What's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so you do have your policy number just not available?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, if you could have it handy when you call, that would be helpful.
[AGENT][NEUTRAL] And you said this is your disability policy?
[CUSTOMER][NEGATIVE] So weird.
[CUSTOMER][NEUTRAL] Yes, my short term disability.
[AGENT][NEUTRAL] OK, OK, and did you ask if you could send submit a disability claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What's your date of birth and mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] What's your email address?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] I show a [PII], but it's a different.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] I probably got [PII].
[AGENT][POSITIVE] OK, that's the one we show on file, thank you.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And is your physician or attending physician saying that you need to be out on disability?
[CUSTOMER][NEUTRAL] Um, I've been out since [PII].
[AGENT][NEUTRAL] OK, so if you're wanting to submit a disability claim, you would just need to complete the disability claim form.
[AGENT][NEUTRAL] And get it um completed.
[CUSTOMER][NEUTRAL] Um, how do I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And where do I get the claim form from?
[AGENT][NEUTRAL] You'll download it from the uh our website which is a elmublic.
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you, you can go ahead.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And then when you get to the site, the APL site, um, the upper left you'll see a claims and forms link, click that link.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then it'll populate um our claim forms scroll down almost mid the page and then you'll start seeing the claim forms um they are in alphabetical order so you'll look for the short term disability claim. I believe it's on page 2.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's on page 2.
[AGENT][NEUTRAL] Um, short term disability claim form.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You're gonna select the one. There's 2. There's one that says short term disability claim form in parenthesis it says UTBA members. That's not you there it's the one above it that just says short term disability claim form and you can download it.
[AGENT][NEUTRAL] Um, there are 3 sections to the form.
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] So the, the statement of insured, uh, you're to complete uh that portion of it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then there's another section that's entitled.
[AGENT][NEUTRAL] Um, attending physician statement, you would get that one to the provider who's, you know, verifying your disability.
[AGENT][NEUTRAL] And then the last one is gonna be it'll say policyholder statement and you would send that to your employer to fill out and return to APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then your physician can come office can complete theirs and send it to us, and then you can complete yours and send it to us.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] OK, so, um, how do we send it back to your email?
[AGENT][NEUTRAL] Uh huh, on the first page of the claim form, the fax numbers at the bottom cannot accept it via email, it's not secure, so the mailing address and then the fax numbers at the bottom of page one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and um, so I was out since [PII], but I had my baby on [PII], so they put all that on there?
[AGENT][NEUTRAL] Yeah, on the form when you get it it's gonna ask you what your last day work was.
[AGENT][NEUTRAL] Before you went out on maternity leave?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And then we'll base that's how we kind of determine when your disability will start.
[AGENT][NEUTRAL] And the same question is on your employer's claim form as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then there's also information on your attending physician statement that we use to determine when to determine when your disability will begin.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, and so we'll need all three of those to consider a benefit for you.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] All [PII]. Anything else I can help out with today?
[CUSTOMER][NEUTRAL] Oh man, let's see.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.