AccountId: 011433970860
ContactId: 808a326a-1a77-4ae6-81b0-6b33b3f023f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436570 ms
Total Talk Time (AGENT): 203327 ms
Total Talk Time (CUSTOMER): 88723 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/808a326a-1a77-4ae6-81b0-6b33b3f023f2_20250418T21:32_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So this is [PII]. I have a question. Uh, I was trying to see, was I was, am I eligible for any more payments?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I will have to check your policy, Miss [PII]. Um, may I have the policy number?
[CUSTOMER][NEUTRAL] 02000335
[AGENT][NEUTRAL] All right and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me just.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, may I have your uh date of birth, mailing address and email address on file for verification.
[CUSTOMER][NEUTRAL] Yes. 621-1975403 [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, disability.
[CUSTOMER][NEUTRAL] This is
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, OK, and.
[AGENT][NEUTRAL] And we started.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it's gonna be a minute. I need to pull your benefits, OK?
[AGENT][NEUTRAL] I was looking at the history first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK, so this one is gonna be 180 days, um.
[AGENT][NEUTRAL] For 6 months.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, it looks like it.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me check that beginning date again. One moment.
[AGENT][NEUTRAL] You had the elimination period, so you need to add that.
[AGENT][NEUTRAL] Um, mhm.
[AGENT][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And we paid.
[AGENT][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] Looks like you probably will get like uh a partial payment, um.
[AGENT][NEUTRAL] Let me get with customer service, well, with claims not customer service and see if that will be correct. It looks like it, but I cannot guarantee anything. So let me just check with uh claims and see if that's correct.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well, oh, OK, I was gonna say, well, if not, if I don't get a paper in the mail, I know, no, ma'am.
[AGENT][NEUTRAL] Uh, yeah, I think you you do like for a partial. It looks like it because I see that we started paying [PII], so [PII] will be uh 30 days, and then uh [PII] will be 60 days, uh, February.
[CUSTOMER][NEUTRAL] If they don't send me out any papers.
[AGENT][NEUTRAL] And then March, and then April, so I would say till [PII] will be the 180 days, which is the 6 months.
[CUSTOMER][NEUTRAL] OK, OK, so after that happens and if I don't, you know, I won't be back to work then, so I guess um when I do start back to work then I have to pay my short term disability again and then start it all back over again.
[AGENT][NEUTRAL] If it's a different disability, if it's related to the same disability, then it will not pay again.
[CUSTOMER][NEUTRAL] Is that how it works?
[CUSTOMER][NEUTRAL] Mhm. OK, for the, OK, for my children.
[AGENT][NEUTRAL] Because they already assess that benefit. Mhm, yeah, for that disability period, because it's based on the period. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so, OK, so if it, if, so if it be something different, if I was to go out on something different.
[AGENT][NEUTRAL] It may be considered in something different, correct.
[CUSTOMER][NEUTRAL] Then that'll be different.
[AGENT][NEUTRAL] But not for the same disability.
[CUSTOMER][NEUTRAL] OK, so like if I was to go to the if, do you know if I was to go to therapy, would that be different or?
[AGENT][NEUTRAL] If it's due to the same sickness or condition or accident, it, it, it is not different. If it's something new, like you have a surgery due to a different type of sickness or you had a, an accident after that and that, that will be a different period, different, yeah, different sickness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] All of that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Yes sir. You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No ma'am so, that's all.
[AGENT][NEUTRAL] Yeah, OK. But yeah, I will say just give it into the middle of next month and see if you will receive something which.
[AGENT][NEUTRAL] It looks like it, uh, like again, I cannot guarantee it, but it looks like, yeah, you probably do for half a month on the May. And, but if you don't get anything, you can call us back and we can get an examiner to, to check on it and, and see if that's correct or not, OK?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well, thank you for calling APL. Have a good day, Ms.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh