AccountId: 011433970860
ContactId: 7f4cdfe7-624a-4e35-afb6-dee7933a6c53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1887410 ms
Total Talk Time (AGENT): 712452 ms
Total Talk Time (CUSTOMER): 1060826 ms
Interruptions: 11
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/7f4cdfe7-624a-4e35-afb6-dee7933a6c53_20250328T13:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. Uh, yes, you can help me, um.
[CUSTOMER][NEUTRAL] Two things I haven't called you guys in a while, so I don't know what information you're gonna need from me, but I'm gonna find out. Um, I've been with you guys for a little bit over a year. I'm gonna have knee surgery coming up in a couple of months and um.
[CUSTOMER][NEUTRAL] I need to do two things. I need to know what my coverage is gonna be and also I don't know what happened to this, but um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I need to know what happened to my card. I was supposed to get the last time I called you guys. I was expecting a card. I don't think I ever got one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Some sort of card that lets that lets me know that I'm a member uh and that I've been with you guys for a while so let let's let's let me turn it over to you and let I'm gonna let you ask me questions and so you can verify who I am.
[AGENT][POSITIVE] Thank you. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And Mr. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] I do not have that in front of me, [PII]. That's what I was gonna tell you.
[AGENT][NEUTRAL] Oh, yes, and you don't have a card. OK, I can look it up with your social if you like.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Sure we can do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you ready, are you ready for that number?
[AGENT][POSITIVE] Yes, I'm ready. Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for everything to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] I, yeah, yeah, I'm doing this at this time because I'm a truck driver and I said I'm not gonna do this while I'm on the road because it'll drive me it'll drive me bananas.
[AGENT][NEGATIVE] Oh Lord, no, we wouldn't be able to concentrate.
[CUSTOMER][NEUTRAL] Yeah, well, you know, you know, I've done it before and I, I know it sounds ridiculous, but I've done it before and it's crazy.
[AGENT][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] Now you have 3 policies with us. Are you going to be filing for like short-term disability or is this for your um accident or critical illness?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] This is gonna be for, uh, you said short term, but I think this is gonna be more like long term. Here's what I know. Let me just start with what I know. I'm gonna have knee, I'm gonna have knee uh uh surgery. So, I spoke with the orthopedic doctor. Um, I said, well, how long do you think this is gonna take? It could be anywhere between 3 to 5 months.
[CUSTOMER][NEUTRAL] It, it could be longer. So that kinda puts it past short term. It makes it more like long term, I think. Uh, but with that being said, uh, the last time I used you guys, I forget what the incident was for, uh, I got educated on, um.
[CUSTOMER][NEUTRAL] How I, uh, how the policy works. So I know that I'm gonna have to in some way get the doctor in touch with APL or maybe you can educate me on how this works, but either way it goes, this surgery is gonna happen in June.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So I've got 2 months to kind of get this thing together so that everybody's on the same page. I want to get a jump on it so that I don't find myself.
[AGENT][NEUTRAL] Waiting for the funds. Mhm.
[CUSTOMER][NEUTRAL] In limbo and say, OK, God.
[CUSTOMER][POSITIVE] Yeah, yeah, there you go, that's exactly where I'm going with this, yeah.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] So, and I do and and I do see and, and I do see a number here for my policy number. I'm gonna, I'm gonna run it by you if you don't mind I'm kind of changing the tempo here. It's got 0 yeah 02451951.
[AGENT][NEUTRAL] No, I don't mind.
[AGENT][NEUTRAL] OK, so let me, um, that's, that's.
[CUSTOMER][NEUTRAL] I think that's the number that's the number I see.
[AGENT][NEUTRAL] So if you do have long-term disability, you'll, you'll just have to reach out to your benefits department to see who provides it, but for APL we do provide the short-term disability, so I can tell you about that policy. In terms of the ID cards, you don't have a policy that has an ID card. um, we only have the ID cards for dental and medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] But I can give you your policy information so when they ask you for your insurance information, you can give it to them. And if they need to verify any benefits or anything, just give them our phone number and we can, you know, go through everything so they know what you have.
[AGENT][NEUTRAL] Before you do anything.
[CUSTOMER][NEUTRAL] OK, so my, so my poli.
[AGENT][NEUTRAL] Um, and I just need you to
[CUSTOMER][NEUTRAL] I'm sorry, go ahead, go ahead, go ahead. I'm sorry.
[AGENT][NEUTRAL] It's OK. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII]. My email address is [PII]. I'm gonna, I'm gonna walk you through this [PII]. And what else did you ask me for? You asked me for something else, I think.
[AGENT][NEUTRAL] Your mailing address?
[CUSTOMER][NEUTRAL] [PII]ansing, Illinois, zip code [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So there's a few things. Um, I'm gonna look at the critical illness to see if knee surgery is under there, um.
[AGENT][NEUTRAL] If so, you can, you can file for that uh policy, and then the short-term disability, I'm going to look at the terms for that and then let you know of the coverage there too. So it sounds like um if there is any surgery on critical illness, you'll be able to file claims for both policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll wait and let you find out and let me know.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Alrighty hold on one moment, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] So let's do critical illness first. Oops.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And see if he has some coverage there.
[AGENT][POSITIVE] He would be happy if he does. He's gonna be out for a while.
[AGENT][NEUTRAL] 2451.
[AGENT][NEUTRAL] OK, no.
[AGENT][NEUTRAL] So we can't use critical illness.
[AGENT][NEUTRAL] to make sure.
[AGENT][NEUTRAL] OK, yeah, no, so he can't use critical illness.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let's look for disability and see what that is. Oops.
[AGENT][POSITIVE] We know we could help you with disability.
[AGENT][NEUTRAL] Let's see what that is.
[AGENT][NEUTRAL] OK, hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Alright, thanks so much for holding. So for critical illness, um, it doesn't, it's not broken down like for surgeries. Um, so for the disability,
[AGENT][NEUTRAL] Um, the disability benefit will be $3000 a month, not to exceed 60% of your compensation. Um, you're able to be on disability for a max of a year.
[AGENT][NEUTRAL] There is going to be a, um, so it's a minimum of 6 months max of a year. Now there is a 14 day elimination.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I ask you, can I, can, can I ask you to pause for a second? So I wanna make sure I'm with you on this. So I'm on disability, so they're only gonna cover me at $3000 for what? 6 months or something like that?
[AGENT][NEUTRAL] No, it could be 6 months to a year depending on how long the doctor takes you out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you. OK, go ahead.
[AGENT][NEUTRAL] Um, so there is a 14-day elimination period. Every disability policy has an elimination period. That's 14 days that the policy you won't be paid for. So that's only that it's usually that first initial claim and then after that, it will be the full amount, um.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEGATIVE] You lost me with that and I'm sorry, you lost me with that. What is that? Oh yeah, you said so basically when I, when I put this in for a claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, what is it like, uh, 2 or 3 weeks I'm not gonna get anything or what, what does that mean?
[AGENT][NEGATIVE] Right, so there's 2 weeks that the policy will not pay you for.
[CUSTOMER][NEUTRAL] OK, 2 weeks.
[AGENT][NEGATIVE] Out that out of that first claim, but that you won't receive that again.
[CUSTOMER][NEUTRAL] OK, OK, alright.
[AGENT][NEUTRAL] So, um, there's a short-term disability claim form, if you'd like for me to email that to you, I can. It's gonna be 3 parts. It's a part for you, a part for the doctor that's taking you out, and apart for the employer.
[AGENT][NEUTRAL] Um, everybody has to fill it out and sign. Once we receive all three, we'll go ahead and process.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Um, the claims payments are paid around the [PII] of each month. If you'd like, I can also send you, um, let me see if you have it. OK, I don't. So I can also send you the direct deposit form if you'd like that to be direct deposited. If not, it'll be a paper check to you.
[CUSTOMER][NEUTRAL] Uh, yeah, send me the direct, uh, deposit form. Um, I'm not tech savvy and it's [PII]. I, I'm gonna make sure I got your name right, it's [PII], right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, yeah. The reason why I'm asking, I just wanna make sure I know who I'm talking to. Um, I'm not tech savvy, [PII]. I'm a truck driver, so I will do the best I can with what you're gonna email me, but I'm not tech savvy, so I have a hard time with, with forms. I'm gonna look.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In my file cabinet to see if I have any short term disability forms. I don't think I do because I was looking around for some of them. They sent me a whole packet of stuff here not too long ago. It might even be in here already, but yeah, by all means email it uh because again.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] This surgery is gonna happen in June. I wanna get a jump on this. So I wanna go to my doctor. I wanna go to my employer because I had a bad experience. Um, I think it was due to a, uh, illness or something that I filed a claim with, and I got really humiliated with ATM. I'm like, what in [PII]'s name is going on? I think the girl told me what you're telling me. Well, yeah, it's gonna take about 2 weeks or so before it kicks in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I said, what are you talking about? And she said, it's just gonna take a while, Mr. [PII]. Your benefits are gonna kick in for at least 2 weeks. So by the time it kicked in, uh, I think I was off for about maybe 3 or 4 weeks. So I only got like a fraction of what I was supposed to get. But I'm glad I'm calling you now because I really wasn't, um.
[CUSTOMER][NEUTRAL] I guess the word I'm looking for, I really wasn't up to par with exactly what my benefits offered me, so I said, well, let me call them and make sure that I understand what APL is gonna offer me in this particular situation. So what you gave me so far with the information that you've given me so far was very, very helpful because I didn't even know that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, well, good. Well, I'm glad.
[CUSTOMER][NEUTRAL] You know, I just knew that I had.
[CUSTOMER][NEGATIVE] Yeah, cause I didn't know where this was gonna go. All I knew was that, well, hey, I'm paying these people some pretty good money going on over a year now. I don't even know what I'm entitled to.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] And that's how we do. I, I don't even use, and I need to do better. I don't even use my insurance and I pay for it. That's exactly right.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yeah, yeah, so I mean you're telling me that it's 3000 for up to a year. That's helpful for me because I didn't know what the policy play out because I was talking to my sister about it, not to get off the subject here, but
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I said to her, I said, I think I'm qualified for up to 3000 because when I went over this with the lady who got me signed up for this, I don't even have her name in front of me right now. You probably do in your computer, but um, she said, well, what do you want? Do you want it to be at this rate per month if something happens to you, or do you want it to be higher? The higher up you go, the more they're going to take from you and you know.
[AGENT][NEUTRAL] The more
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I mean, I, I think [PII] was with me that day because I never foresaw myself having knee problems. But I said, you know what, make it $3000 because if I'm, if I'm unable to do anything, I'm not gonna be able to do it. I'm with chump change. I need some money to pay my bills.
[AGENT][POSITIVE] Exactly, and it's gonna be so beneficial. I didn't, I'm kind of on the, I, I'll be [PII] tomorrow. So with all the benefits and stuff, I didn't use to get short-term disability either. You, I got into a car accident.
[AGENT][POSITIVE] Ended up um needing it, and I'm so glad and I'm glad you're doing it ahead of time so that you have time to get your doctors, everybody on board, so by the time [PII] gets here, it's done.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] It's done. Yeah, I don't wanna have anybody from your organization saying, well, no, Mr. [PII], we need this. I want everybody to be on the same page. I wanna do this now. I wanna talk to the doctor, even if I have to take off time from work, hey, listen, they need this from you. I wanna go to my employer, they need this from you. I want everybody to be on the same page so that when [PII] gets here, this is done.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] No problem. Yes.
[CUSTOMER][NEUTRAL] Yeah, I don't
[AGENT][NEUTRAL] Now, when your doctor, um, the form that your doctor fills out is going to tell us like an anticipated return to workday, if it changes at any time, because this initial claim is the only time you're going to have to do the doctor's part and um the employer. Now, each month you are going to have to fill out, you'll see when you get the disability form, but each month you'll have to fill out a continuation portion which is just your, your
[AGENT][NEUTRAL] Insured information is nothing like in detail. But once you submit that, that's how we process the next month. So to be honest, if I was you, I would do the first one and then as soon as I get that um the um first payment, I will go ahead and send my continuation in so that next month I already know it's being processed and it will be dispersed around the [PII]. If at any time you get the paperwork in early, we will go ahead and process it, but we can't release the funds until the [PII].
[CUSTOMER][NEUTRAL] So when you guys send this um this form as you call it, is it coming by by way of mail? Is it a paper form that comes in the mailbox or how do you do that? I mean is it emailed?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] However you want me to send it. If you, however you want it, if you want me to send it to you in the mail, I'll mail it. If you want me to email it to you, I can email it, whichever you prefer.
[CUSTOMER][NEUTRAL] I understand, I, I'm gonna be honest with you. Like I said, this is knee surgery.
[AGENT][NEUTRAL] You want me to mail it?
[CUSTOMER][NEUTRAL] Uh, yeah, I wanna say mail it, um, because, uh, again, I'm, I'm just not tech savvy. I know that sounds kind of ignorant on my part, but, uh, you know, I, I have a bad habit of, I have a bad habit of messing stuff up and I, I'll be the first to say it. It's like, well, we thought you meant this, Mr.
[AGENT][NEUTRAL] That's fine.
[AGENT][NEGATIVE] No, it doesn't.
[CUSTOMER][NEUTRAL] read I'm like, no, I didn't. I said, you guys sent this stuff to me on the phone. People naturally assume that I have this, I don't know, this mega office with all the updated stuff like, well, don't you have a a copier printer this? I'm like, no, I just don't have this stuff. I'm like, I got
[AGENT][NEUTRAL] I'm in the truck. I don't have none of that.
[CUSTOMER][NEUTRAL] Uh, I got a cell phone, I got a laptop at home that I rarely use. I don't even know why I bought the thing. And uh yeah, I'm, I'm, I'm stuck back in the 80s, you know, I'm, I'm.
[AGENT][NEUTRAL] It's OK.
[AGENT][POSITIVE] There's nothing wrong with that. That's fine. At least, at least.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][POSITIVE] And I got, and I got to laugh at myself half the time, yeah.
[AGENT][NEUTRAL] That's OK. There's nothing wrong with it. I will go ahead and I'll mail, so I'm going to be mailing the short-term disability claim form and the direct deposit form to you.
[CUSTOMER][NEUTRAL] OK, OK, and if I have questions, uh, this is the contact number I need to use the one I just called you on, or what?
[AGENT][POSITIVE] Yes, sir. Mhm. That's our phone number. Um, anyone will be more than happy to help you. I'm the only [PII] here though, so if you did want to get to me, it won't be hard.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, well, I got your name written down here, [PII], yeah, I got your name here, yeah, I definitely got your name down. Uh, yeah, and like I said, I did give you that number. I don't know if that's relative, uh, earlier that policy number I just happened to see it.
[AGENT][NEUTRAL] At 245.
[AGENT][NEUTRAL] Yes, that is
[CUSTOMER][NEUTRAL] Yeah, that's 0245.
[AGENT][NEUTRAL] So, that is one of your policy numbers. Let me give you your short term disability policy number though.
[CUSTOMER][NEUTRAL] Go ahead, go ahead.
[CUSTOMER][NEUTRAL] OK, let me write that down short term just the billing number, OK?
[AGENT][NEUTRAL] OK, so it's 245.
[CUSTOMER][NEUTRAL] 245.
[AGENT][NEUTRAL] 20
[CUSTOMER][NEUTRAL] 20
[AGENT][NEUTRAL] 60.
[CUSTOMER][NEUTRAL] 60 I'm gonna repeat that back to you, [PII], that number is 245.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2060.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Alright, I'm gonna write that down so I can make sure I don't lose it short term.
[CUSTOMER][NEUTRAL] Uh, number.
[CUSTOMER][NEUTRAL] OK, I got that. OK, so now what else do I need from you before I let you go on this conversation? What else do I need to know? Anything else?
[AGENT][NEUTRAL] Um, well, no, that's pretty much it. Um, you got the continuation, so you know about that, um, and then you're gonna fill out that initial claim and that's pretty much it. Um, if anybody has any.
[CUSTOMER][NEUTRAL] Now, let me just ask you this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me, I'm sorry, [PII], let me just ask you this and ask you this real quick. So I need to go to my orthopedic doctor. He needs to put down there the informa. He'll, he should know what to put on this form that I'm gonna present to him. Am I, am I not correct? He should know what this is all about. He should know that.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][POSITIVE] Oh, yes, and it's it, yes, and it lists it out, you know, it's very, it's not a hard form at all.
[CUSTOMER][NEUTRAL] OK, and then when it comes to my employer, I wanna be clear on this. What exactly are they doing with the form? What what information do they have to give? Is there something that they need to put you said.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Hold on one second, let me pull the form.
[AGENT][NEUTRAL] And I'm doing short term, hold on one moment.
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] It's coming up now.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] So for the employer, hold on, let me find their part, that's the doctor.
[AGENT][NEUTRAL] Um, OK, so the employer part just shows like your salary, um,
[AGENT][NEUTRAL] It'll ask for, let me see, pre-tax information.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, if you're contracted, have you been terminated, like just for them to verify.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK, so then they from that point when they get the form, do they send the form to you guys after they fill it out? Do they fax it to you guys?
[AGENT][POSITIVE] Yes, they can.
[CUSTOMER][NEUTRAL] Or do they give it back to me?
[AGENT][NEUTRAL] Either or, um, some people have them just send it straight to us, some people just send it in with their claim. So that one's up to your preference.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me get your fax number just in case someone asks.
[AGENT][NEUTRAL] OK. It's 80, let me know when you're ready.
[CUSTOMER][NEUTRAL] Uh, for you.
[CUSTOMER][POSITIVE] Go ahead, I'm ready.
[AGENT][NEUTRAL] OK, so it's 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 87.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 99423. I'm gonna repeat that back to you. 877.
[CUSTOMER][NEUTRAL] 3659423
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, uh, [PII], uh, you have been more than helpful because again, uh, I had this conversation with my sister who's older than me. I don't mind sharing this with you. She goes, you're a complete idiot. You don't even know how much money they're gonna pay you. If you.
[AGENT][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] This is how she talks to me. Uh, uh, so I said, well, you know what? I'm gonna find out. How about that? Yeah, why don't you do that? That would be pretty smart. Yeah, she said, she said that would be pretty good considering the fact that they're taking money out of your, your, off of your credit card and you've been doing this for over a year and you don't even know what they're gonna pay you. You don't even know what kind of policy you have. You don't know anything about your policy. I said, well, I just know I have it. How about that? She goes, you know what, you need help.
[AGENT][NEUTRAL] How about that?
[AGENT][NEUTRAL] That's just a big sis thing. That's like me and my little brother, it's OK. I'm like, you don't know, how are you paying for it and you don't know what you're paying for? Well, I don't know, I just, I knew I needed it.
[CUSTOMER][NEUTRAL] I I I I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, the, the thing that, the thing that made me, the thing that made, yeah, the thing that made me go with APL was that um something that happened to me, I think I had pneumonia or something like that. Anyway, I was off work for a while and I couldn't go to work cause I was sick. And so this lady, uh, I don't know her name, this is the lady that I got in contact with. She was leaving all this uh stuff about ATL in the, in the driver's room. I said, you know what, I do need additional disability insurance because you're right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If I'm mowing the lawn, and let's say the, the lawn mower runs over my foot, or if I fall off of a ladder, or if I can't work, the, the, the amount of money that I'm gonna need to pay my bills can be staggering. So I said I need some additional insurance. And then I compared it to
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Something that I got in the mail from the Teamsters, I said, this is ridiculous. You guys don't, now this will really blow your mind. They have a similar policy to APL, but here's the thing.
[CUSTOMER][NEGATIVE] They don't disperse money for 3 months.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Now, I don't know how that works for anybody's benefit personally, but I called the lady and I said,
[AGENT][NEUTRAL] Now when you have bills.
[CUSTOMER][NEUTRAL] I said to this lady, I said, ma'am, am I reading this correctly? Are you telling me that if I get this policy, now the rates are lower, you know, but still.
[CUSTOMER][NEUTRAL] If something happens to me, you're not gonna start dispersing money to me for about 2 to 3 months. She goes, yeah, it varies. It depends on the severity of the um the situation.
[CUSTOMER][NEGATIVE] And I'm thinking to myself, why does it matter what situation it is? The point is I need money and I'm paying you for maybe a year or two and so now you're telling me that it's gonna be 3 months before you give me a, a check? Uh uh, I ain't doing that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Now.
[AGENT][NEGATIVE] Right, because my bills are coming in and I need my money.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So I've
[CUSTOMER][NEUTRAL] Yeah, I'll be
[CUSTOMER][POSITIVE] I, I'll be under water by the time you guys help me out, so yeah, it'll be a big problem, but yeah, [PII], thank you uh for your time. I'm not gonna take up too much more of it. Uh, I gotta get ready for work, but yeah, I got a little bit more now now I probably will call back again and find out if there's anything else that I mean because I know she had me sign up for a one time thing.
[CUSTOMER][NEUTRAL] Uh, she said, not many people do it. She said, you got one opportunity to sign for this. You can only do it at the initial signing. I don't know what that was about. This is just me being curious about what all of my benefits are. Now, I know about the disability cause you've already explained that, but I ain't got time to hear about the rest. I do know that this woman said, well,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know, right? Uh, she said something to me about I have some sort of benefit. I don't know what it revolves around, but it was a one time thing and she said the only time you can get it if you take advantage of it right now.
[CUSTOMER][NEUTRAL] I don't know what she was talking about. That's why I said I need to know fully what all of my.
[AGENT][POSITIVE] Take advantage of it right now.
[CUSTOMER][POSITIVE] Yeah, there's something in my policy, uh, besides the disability insurance that you just recited to me that I have entitlement to that I that I pay for. She said, yes, a little bit more money, but it, it comes in real, real handy. I wish I could tell you what it was but again I don't know. I really don't know. I know that this woman told me that it was a smart move on my part to get it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know if it was something to do with um deaths or something. I don't know what it was, but it was something that I have in my policy. I would think that when you pull my name up, everything should be right there for you. I don't know if it is or not.
[AGENT][NEUTRAL] Right, I'm just trying to figure out what type of benefit like, so.
[AGENT][NEUTRAL] There are policies that have like a one-time lump sum, like if you were to be diagnosed with something or an accident, um, that might be what she's referring to.
[CUSTOMER][NEUTRAL] Maybe that's
[CUSTOMER][NEUTRAL] Well that could be I know you said I have multiple numbers on my policy. You gave me the short term number so that number that I gave you, what was that for? the one that I gave you, what was that for? That 0451951. What was that?
[AGENT][NEUTRAL] Um, let me see which one.
[AGENT][NEUTRAL] The 19
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] That one is your your accident policy.
[CUSTOMER][NEUTRAL] So basically that revolves around if I have an accident.
[AGENT][NEUTRAL] Mhm. So any, if you, any type of accident, those coverages would be in a result of the accident. So if you go to the urgent care, if you go to the the hospital doctors, it's all in reference to an accident.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Oh, OK, OK, so now I just have those, so, so do I just have these two number policies or do I have a third one somewhere? I might as well ask you while I got you on the phone.
[AGENT][NEUTRAL] For that policy.
[AGENT][NEUTRAL] No, you, you do have a third one, you do. Um, you have a critical illness policy, so you have critical illness, accident, and short-term disability.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the one. That's the one, Anna. So what is that critical illness? And, and, and if you don't mind, let me get the number for that too.
[AGENT][NEUTRAL] No, I don't mind. The number is, um.
[CUSTOMER][POSITIVE] Since I got, I got you.
[AGENT][NEUTRAL] You're fine. It's 2451843.
[CUSTOMER][NEUTRAL] 24518 and what was the rest of that?
[AGENT][NEUTRAL] 43
[CUSTOMER][NEUTRAL] 43, so I'm gonna repeat that to you. 2451843. So what is my critical illness policy? What does that offer me? What is that all about?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the critical illness, um, hold on, let me go to your, to the benefit.
[AGENT][NEUTRAL] All right, so this is, um, that this might be it, maximum one critical illness benefit per um person is for like heart attack, coronary artery bypass, uh, any, uh, organ failures, renal failures, paralysis to the spinal cord, if you're ever diagnosed with any type of cancer. I hope you never have to use it. Um, there's a payout for that, so that's what she's talking about. It's
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So she was saying you need to get this policy now, so that if in the event any of these happen, there are bigger payouts. So, um,
[AGENT][NEUTRAL] Also loss of hearing, sight, Alzheimer's, um, and then you also have health screenings. The policy will pay for one test per year, so that could be like your yearly exams, um, anything that's considered a health screening, we will pay up to $50 towards it for this policy. So that's what she, the bigger payment is like because most of these are covered at 100%. So if they bill us for $30,000 it could be covered, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So not to put words, so not to put words in your mouth, but just, just to give me an understanding. So this critical insurance that I opted to get involved in, if I should have a stroke that results, let's say in my death.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, APL will do what basically what will APL do?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] So you have an, so for the critical illness policy, they'll see how much the stroke was, um, well, not how much the stroke, the billing for the stroke, I'm sorry, and sorry, um we'll look at the billing and then you know, whatever that total amount is, you have a maximum benefit of up to $250 250,000 dollars um per person, so.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Yeah, you got jokes.
[CUSTOMER][NEGATIVE] I was gonna say now, wait a minute, $250 that ain't nothing, man.
[CUSTOMER][NEUTRAL] You got jokes, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry, it's Friday.
[CUSTOMER][NEUTRAL] So 200 and that's all right, that's, that's all right, that's all right. So 250,000, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, got you, got you, OK, I just want to make sure.
[AGENT][NEUTRAL] So whatever the illness is, you have that maximum that we would that we could pay up to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And, uh, I wanna thank you in a short period of time. Like I said, I'm kind of rushing you a little bit because I gotta get ready to go to work, but yeah, I had to give myself a summary.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Oh, exactly, and I know it sounds ignorant. I feel ignorant, but, uh, yeah, I had to find out if uh uh I'm like, I, my sister, I, I'll never tell her that she's right. I mean, but she is right. It's like, you're paying this money and you don't even know these people could be ripping you off. They could be con artists. I, I don't think they're con artists. I said I did some research. I know they're legit. I used them before. Well, you need to find out what your benefits are. How about that? So,
[AGENT][NEGATIVE] It does not
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's what sparked this conversation. I said, let me call these people, but also what you just said, I need to get on top of this for this knee surgery so that I don't have a problem at the last minute, so that everybody's like, oh, who's on first? So I wanna start this thing now so that the doctor can send you guys the information and get the ball rolling. But I do say again to you, [PII], thank you. Thank you very much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're very welcome. Well, if you think of anything else or you have any questions, definitely give us a call. That's what we're here for.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Thanks a lot. I will have a great day.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Thanks for calling APL. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, there might be, but right now I can't think of it. I'm gonna say that's it for now and uh you have a great weekend.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, you also, and thanks for calling APL.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.