AccountId: 011433970860
ContactId: 809e3cb0-e334-4f3b-b5c6-e1f473f31014
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 629770 ms
Total Talk Time (AGENT): 270357 ms
Total Talk Time (CUSTOMER): 283484 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/809e3cb0-e334-4f3b-b5c6-e1f473f31014_20250429T20:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I knew I wasn't gonna get the same person, but anyway, I called a few minutes ago to talk to someone about uh receiving my medical records for disability.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so, they said they got everything but the doctor's one.
[CUSTOMER][NEUTRAL] So they gave me the fax number of [PII], is that correct?
[AGENT][POSITIVE] Yes, ma'am. Yes, that's correct.
[CUSTOMER][NEUTRAL] Alright, so I called, uh, my agency again and they're supposed to, I'm thinking that maybe corporate didn't send that part over because I'm not sure if they send them both the same time because the that.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, you know, I, I really don't think so because I went to the agency to fill out that paperwork mine and theirs, but then when I got to the doctor, then they did that couple hours later the next day for the surgery.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So I'm thinking that they didn't send it yet or either you guys don't have it showing. I don't know because the lady said it takes a minute to show up.
[AGENT][NEUTRAL] Yes, so once, yes, ma'am, so once they fax it over, um, it could be here, but document management has to like upload it so we can see it.
[CUSTOMER][NEUTRAL] And the fact
[AGENT][NEUTRAL] And then we'll be able to confirm that it's here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But anyway, I, I, she said she was gonna contact corporate again but then she may send it herself. I don't know because I gave her the fax number, but I think she said they have to send it to corporate first and then corporate sends it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what.
[AGENT][POSITIVE] Yeah, that makes sense.
[CUSTOMER][NEUTRAL] Yeah, I guess through protocol, but um I'm glad I did a follow up because I'm assuming you had everything because she said well we sent it but they did their part and they sent it corporate then corporate didn't finish sending all the information.
[CUSTOMER][NEUTRAL] So I'm gonna check back with you, um, what's today? [PII]?
[AGENT][NEUTRAL] Yes, ma'am, the [PII].
[CUSTOMER][NEUTRAL] So I'll check back with you. I'll check back with you tomorrow to see if you guys got it until I know you got it, OK.
[AGENT][POSITIVE] Yes, ma'am. Well, we will be more than happy to check it for you and you can call at any time whenever you get ready.
[CUSTOMER][NEUTRAL] Alright, so now can you give me some type of a figure as to what I might get?
[AGENT][NEUTRAL] Well, let me take a look at your policy and I can see what the benefit is, but in terms of what will be, I could just quote you the benefit. I don't know what they're going to see when they examine it, but I can let you know what benefits you have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. May I have your um name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you for that and
[CUSTOMER][NEUTRAL] I know she said it was once, once a month, so hey.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, for your disability. Oh, yes, yes, yes, I can help you with that. OK, so, uh, Ms. [PII], may I have your um policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Girl, I ain't know that. I can get your social security number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I can remember that top of my head. I got dig through paperwork for policy number um 2247239657.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to pull up here.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, and give me that policy number because first of all I don't have to use that. All I do is they take money out of my check.
[AGENT][NEUTRAL] What do you mean? You don't have to use the policy number to to file the claim?
[CUSTOMER][NEUTRAL] No, I, no, I just ain't never used it. I ain't never had to use it. I just, they just took money out of my check for it. They just built it.
[AGENT][NEUTRAL] Oh, I understand.
[AGENT][NEUTRAL] And ability here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I'm trying to see cause I only got one card for them.
[CUSTOMER][NEUTRAL] So normally I just pick up whatever that card is, everything is on that one card.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Now, for your disability policy, you won't receive a card, but um it just popped up here.
[CUSTOMER][NEUTRAL] That's why.
[AGENT][NEUTRAL] Mhm. Can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] um [PII] uh email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, hold on one moment.
[CUSTOMER][NEUTRAL] Why does it say that? If you're taking it out for disability, why wouldn't it be a guarantee of payment?
[AGENT][NEUTRAL] Oh, because we're just going, well, that's just for every call, but we're just going over the benefits. It could be, you can have a premium taken out, it could, it doesn't have to guarantee that it's just saying we can't guarantee payment because we're not examiners.
[CUSTOMER][NEGATIVE] Makes no sense.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Hold on one second, I'm just waiting for the um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just waiting for the benefits to populate.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] Hold on one second. So your monthly benefit is $650 not to exceed 60% of your monthly compensation.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, there is a maximum of 90 days that you can be on uh disability at a time or, you know, for a particular issue, and there is a 7-day elimination period. So elimination period is a number of days in your policy that you're not paid for. Um, it could be from 7 up to 21.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yours is 7 days, and so that's just saying that first claim that processes, there's going to be 7 days that you're not paid for for that first claim and then uh it won't show up anymore after that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, and see what's getting me is because we don't work study like that, I'm trying to see how they base it, what they base it on because it's not like I'm working 40 hours, you know what I'm saying? Sometimes it's 2025, 35, 30, you know, so I'm trying to see is it based on the month what I get for the month that I started to clean with.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, the month before?
[AGENT][NEUTRAL] No, no, no, so your your disability is going to be $650.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, a month, so we, we, um,
[CUSTOMER][NEUTRAL] OK OK.
[AGENT][NEUTRAL] What am I trying to say? We, I was gonna say reimbursed. We released the funds. I'm sorry, I had a my plane went blank. We released the funds the [PII] of each month.
[CUSTOMER][POSITIVE] OK. Hey, I'm glad I'm not the only one. I'm glad I'm not the only one. I'm glad I'm not the only one to have brain freeze.
[AGENT][NEUTRAL] What?
[CUSTOMER][POSITIVE] I'm so sorry. I'm so sorry. I'm so sorry. Go ahead.
[AGENT][NEUTRAL] Um, yes, ma'am, we released it the [PII] of each month. So, um, depending on how long they have you on disability, you'll have to fill out, um, a continuation portion each month. That's how we, once we receive that continuation, we start processing. So when you're finished with this claim for April,
[AGENT][NEUTRAL] Um, and you get that first payment, just go ahead and send the continuation and so they can start processing.
[CUSTOMER][NEUTRAL] OK, when you say continuation, the doctor has, I have to go to the doctor again or what?
[AGENT][NEUTRAL] No, no, no, the continuation is just you, um, it's just like your address, date of birth, just like your, your demographic information, so, so that we know you're still on um disability and to continue paying out.
[CUSTOMER][NEUTRAL] What do I do?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, so what I mean is, do I go to my job, the agency, or do I just call y'all if I have to go past um into the 2nd month.
[AGENT][NEUTRAL] If the job is the one that's filing it, then I would go, I would just keep it with the job and just have them on the um the first page of the claim form is an instruction page, so it'll tell you which sections are for continuation, but you would just need your part, not your doctor or your employer, unless the doctor like extends it or something.
[CUSTOMER][NEUTRAL] How does that work?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, so I would just go to the agency and let [PII] send it back as a continuation.
[CUSTOMER][NEUTRAL] And then call you guys, then we go from there.
[AGENT][POSITIVE] Yes, ma'am, and once we receive the oh I'm sorry.
[CUSTOMER][NEUTRAL] But I hope
[CUSTOMER][NEGATIVE] Yeah, no, I just hopefully I ain't got to go past, um, 4 to 6 weeks. I'm, I'm gonna, I'd be crazy sitting up in this house. I ain't that any so.
[CUSTOMER][POSITIVE] Yeah, so we'll deal, I deal with them.
[CUSTOMER][POSITIVE] Yes ma'am, I appreciate you.
[AGENT][POSITIVE] Well, you're very welcome, Ms. [PII].
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] And what's your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK [PII], I'm gonna, I know I probably won't get you tomorrow just I gotta get the other one, but um I'll call back just to make sure, uh, just to check in to make sure that it's it's in.
[AGENT][NEUTRAL] That it's been received. OK. And I put notes on your policy also, so they'll know uh why you're calling.
[CUSTOMER][POSITIVE] Thank you, thank you so much.
[CUSTOMER][POSITIVE] OK, appreciate you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help with?
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Uh, you can give me 20 years of youth back. That'd be nice.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][POSITIVE] Yeah, that'll work for me.
[AGENT][NEUTRAL] OK, so you're checking a speedy recovery so you can get back to work.
[CUSTOMER][POSITIVE] Thank you, ma'am, and have a good day.
[AGENT][POSITIVE] You're welcome. You too.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][POSITIVE] Bye bye. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Uh huh.