AccountId: 011433970860
ContactId: 7eaf6b1f-9f9b-4c97-b2da-d7fd5e54ea86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 556760 ms
Total Talk Time (AGENT): 281847 ms
Total Talk Time (CUSTOMER): 174690 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/7eaf6b1f-9f9b-4c97-b2da-d7fd5e54ea86_20250108T16:52_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I am employed by um TRC Staffing, and I have a couple questions. Um, I, I understand that there is a short term disability policy that I pay for, um, and I have some questions about that if you can help me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Have you received your ID card, uh, [PII]?
[CUSTOMER][NEGATIVE] I didn't receive the [PII] ones. I just have the ones from [PII].
[AGENT][NEUTRAL] You know, your policy, you're not gonna receive a new one because the policy is the same. Can I get that policy number?
[CUSTOMER][NEUTRAL] Sure, let me, let me find that for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bear with me one moment.
[CUSTOMER][NEGATIVE] I wasn't ready.
[CUSTOMER][NEUTRAL] You need the ones from the American Public Life, is that correct, or the, the benefits in the card, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The American policy public life one says policy.
[CUSTOMER][NEUTRAL] 02468297
[CUSTOMER][NEUTRAL] Uh, it says it's for the group dental, so I don't know if that.
[AGENT][NEUTRAL] If that's OK, I can locate it with that. And what's a good phone number in case we're dis disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so your disability policy is 02468.
[AGENT][NEUTRAL] 295 instead of 297 it's 295.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull that up. [PII], verify your date of birth and your mailing address for me.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and what's an email address for you on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. How far is [PII] from [PII]?
[CUSTOMER][NEUTRAL] Uh, about an hour to an hour and a half north depending on which part of [PII].
[AGENT][POSITIVE] OK, that's not bad.
[CUSTOMER][NEUTRAL] No, I'm up near [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I have your disability policy uh pulled up and what questions do you have about the disability policy?
[CUSTOMER][NEUTRAL] Um, so I'm having some mental health issues like more of a breakdown, and I want to know if that was covered by the short-term disability.
[AGENT][NEUTRAL] OK, give me a moment to review um you can also access your policy on our online website um it's a secure.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it outlines uh with the [PII], [PII]
[CUSTOMER][POSITIVE] Secure
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so on your schedule of benefits, it says that the maximum mental illness period is up to 3 months, not to exceed the maximum disability period.
[AGENT][NEUTRAL] And so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Actually this is a 3 month period of benefits.
[AGENT][NEUTRAL] The policy is a 3 month period of benefits. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what is your condition where your chief complaint or have you been diagnosed?
[CUSTOMER][NEUTRAL] Um, I would tell the medical doctor today. I have an appointment with the psychiatrist tomorrow, but, um, the major depressive disorder.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, because as outlined in your, in your policy, it says it's a section 4 that I'm reading under if you go in and create an account, you can look at the policy. Uh, section 4 says mental illness limited benefit. It says if you are disabled due to a mental illness.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Disability payments will be provided for the maximum mental illness period shown in the schedule, which was the 3 months and then it says, it gives the definition of it. It says mental illness means disability 2 or 2 or resulting from psychiatric or psychological conditions regardless of causes, such as depression is listed, anxiety is listed, and there are some others, but you mentioned depression, so that's listed as one of the illnesses.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I, it's both anxiety and depression are listed on my chart for today, but I, I already diagnosed bipolar too as well, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, and what's the benefit payable under that?
[AGENT][NEUTRAL] So what you enrolled in the monthly benefit that you enrolled in is $650.
[AGENT][NEUTRAL] Uh, monthly.
[CUSTOMER][NEUTRAL] OK, and is that
[CUSTOMER][NEUTRAL] Monthly OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you. And how would I apply?
[CUSTOMER][NEUTRAL] If I'm going to use that.
[AGENT][NEUTRAL] So then you would complete um an APL um disability claim form uh that form can be downloaded from our website which is a little different than the online service center site. It's just a [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you get there.
[AGENT][NEUTRAL] Um, to the far right will be a link, a claims and forms link.
[AGENT][NEUTRAL] So you would click that link and then you would just scroll down.
[AGENT][NEUTRAL] Um, and then you'll, it's kind of like almost.
[AGENT][NEUTRAL] Submit the page and then you'll start seeing the APL claim forms they are alphabetized.
[AGENT][NEUTRAL] And so the short.
[CUSTOMER][NEUTRAL] OK, and you said towards the end of the page?
[AGENT][NEUTRAL] Yeah, uh huh, you'll begin to see the claim forms. First one is the accident claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you there now?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] OK, so the short term
[CUSTOMER][NEUTRAL] Oh no, I'm not, uh, I'm not, I don't have my computer. I'm sorry. Just do it if you'll just.
[AGENT][NEUTRAL] Oh, you're making notes. OK.
[CUSTOMER][NEUTRAL] I'm making notes. That's OK.
[AGENT][NEUTRAL] OK, so the, so the short term disability policy is gonna be on page 2.
[AGENT][NEUTRAL] And you want the one that says short term disability claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's another one that in parenthesis gives a group name that's not yours, just get the one that has short term disability claim form and nothing after that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I is there a waiting period?
[CUSTOMER][NEUTRAL] Like sometimes there's a 7 day waiting period before, OK.
[AGENT][NEUTRAL] Mhm. Let me see what yours is.
[AGENT][NEUTRAL] So it says that you have a, this is a 3 month period of benefits and the waiting period is 7 days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just trying to get information so I know, try to figure out what I need.
[AGENT][NEUTRAL] Alright, and so that's 7 days depends on what information is um on the employer's portion of the disability claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you. I appreciate your help today.
[AGENT][NEUTRAL] Oh, you're welcome. Did you have any other questions that you can think of right now?
[CUSTOMER][POSITIVE] Not right now, but I appreciate that. That gives me some guidance.
[AGENT][NEUTRAL] OK, alrighty, well, when you, when you print the form, uh, you'll see one that says statement of insured that would be for you to fully complete date and sign, and then there's one for your attending physician, uh, the position that says that you'll need, you you you need to be on disability, uh, they can complete that one sign date and they can send that back directly to American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the, the fax numbers at the on the first page and then there is a policyholder's statement. This would be for your employer to fully complete date and sign, and your employer can send this back to APL and then you can complete yours and then send it to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we'll need all 33, forms, uh, before we can consider a benefit.
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] OK. Perfect. Thank you so much.
[AGENT][NEUTRAL] All [PII]. Anything else?
[CUSTOMER][POSITIVE] All right. No, that's it. Thank you so much.
[AGENT][POSITIVE] All right, thank you for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] You're welcome thanks bye bye.