AccountId: 011433970860
ContactId: 7f269b6f-225f-458a-a622-692d5f98a244
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 442230 ms
Total Talk Time (AGENT): 226210 ms
Total Talk Time (CUSTOMER): 111774 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/7f269b6f-225f-458a-a622-692d5f98a244_20250124T22:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I was gonna see online when you go to fill out a short term disability, you can't do it online. Yeah, you just have to download it and upload it online.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, that's correct because the claim form needs to be signed by the physician.
[CUSTOMER][NEUTRAL] At the physician's office?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's what you
[CUSTOMER][NEUTRAL] OK, um, and one more thing, what is the, um, let me see, I just made it.
[CUSTOMER][NEUTRAL] The critical illness.
[AGENT][NEUTRAL] OK, first, can I get your name and your.
[AGENT][NEUTRAL] Callback number just in case our call gets disconnected.
[CUSTOMER][NEUTRAL] And my
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] OK, and then what is your callback number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the policy number?
[CUSTOMER][NEUTRAL] I have the social we don't have the policy number.
[AGENT][NEUTRAL] OK, what is the social?
[CUSTOMER][NEUTRAL] It's [PII]. I'm about to give you mine.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] And all of it don't have to be filled up by the physician, right? Most of it.
[CUSTOMER][NEUTRAL] Well, some parts, I guess.
[AGENT][NEUTRAL] No, the physician.
[AGENT][NEUTRAL] OK, you said you're giving me your social security number which is [PII].
[CUSTOMER][NEUTRAL] No, it's
[CUSTOMER][NEUTRAL] [PII]. I gave you [PII]'s social.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, OK. [PII].
[AGENT][NEUTRAL] OK, I've got it pulled up right here.
[AGENT][NEUTRAL] Is [PII] there for me to verify the policy and get consent to talk about the policy with you please?
[CUSTOMER][NEUTRAL] Yes, that's me. I'm here.
[AGENT][NEUTRAL] Hi, hi, [PII], this is [PII]. I'm with APL. Can you please, for security reasons, verify some information?
[AGENT][NEUTRAL] OK. Can you give me your date of birth, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then can you give me your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII] event.
[CUSTOMER][NEUTRAL] The uh email is [PII].
[CUSTOMER][NEUTRAL] tell them
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you so much and then one last verification, can you give me the phone number that's on the policy?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you I appreciate it, [PII] and what is the the lady's name that I'm speaking with?
[CUSTOMER][NEUTRAL] But they would
[AGENT][NEUTRAL] OK, is it OK for me to talk to her about your policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you, [PII] I appreciate you can put her back on the phone now.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, sorry about that. Um, we verify every time for security reasons and HIPAA.
[AGENT][NEUTRAL] OK, so the, um,
[AGENT][NEUTRAL] You wanted to know what the critical illness policy is?
[CUSTOMER][NEUTRAL] Yeah, what it consists of.
[AGENT][NEUTRAL] It is to verify.
[AGENT][NEUTRAL] Yes, that's, and this is just verify coverage. It's not a guarantee of payment. So if he ever has a major critical illness, a heart attack, um, organ failure, or a brain tumor, Alzheimer's, Parkinson's, respiratory distres syndrome, anything like that, he has coverage if he ever has to go in the hospital for any of
[CUSTOMER][NEUTRAL] It's a spinal fusion.
[CUSTOMER][NEUTRAL] I is spinal, is a spinal is a spinal fusion critical illness?
[AGENT][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Spinal fusion.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] No. Critical illness is is life-threatening.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's what that policy means and as far as the short term disability, so when you fill out the um claim form, there's a portion for him to fill out, there's a portion the doctor to fill out, and there's a portion for the employer to fill out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And all three of those portions need to be filled out, otherwise it'll get rejected and you'll get a letter asking you to fill it out correctly so I wanted to let you know that right now so when you guys are filling out you'll know and you won't get that letter.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, and they all get sent back at the same time.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, OK.
[AGENT][NEUTRAL] So when you file the claim, all that information, um, let me give you our website too, um, go to [PII].
[CUSTOMER][NEUTRAL] Wait, hold on. I think I'm on your web. I'm, I'm on there.
[AGENT][NEUTRAL] And go to claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 00 OK good. OK, so on that first page of the short term disability claim form there should be um a cheat sheet that tells you exactly what you need to send in.
[AGENT][NEUTRAL] With your claim form.
[CUSTOMER][NEUTRAL] OK, I haven't got to the short term for yet.
[AGENT][NEUTRAL] On that very first page.
[AGENT][NEUTRAL] Yeah, on the very first.
[AGENT][NEUTRAL] Top part of it tells you exactly what you need to send in with your client.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So I like that because you get busy and you can go back and look at it. Make sure, check it off, make sure you've got everything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'll download, well I'll print it and have them fill out the portion and then send them all back tog[PII].
[AGENT][POSITIVE] OK, sounds perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, Ms. [PII], you have a blessed rest of your day and a good weekend we appreciate you calling APL.
[CUSTOMER][NEUTRAL] OK, you too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Mm