AccountId: 011433970860
ContactId: 80dc5070-da63-4483-a3c0-8778e47b5147
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 814630 ms
Total Talk Time (AGENT): 533393 ms
Total Talk Time (CUSTOMER): 214278 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/80dc5070-da63-4483-a3c0-8778e47b5147_20250430T13:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII] and I work at Stop a minute in [PII], and I called and spoke to someone yesterday about my short-term disability, and they said they was gonna send me some information through my email, and I haven't received it.
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, let's see, um, OK, so you, you called yesterday, Miss [PII] in order to get some information emailed to you on.
[CUSTOMER][NEUTRAL] Biologist
[AGENT][NEUTRAL] For your disability claim, but you've not received it?
[CUSTOMER][NEUTRAL] She said she
[CUSTOMER][NEUTRAL] Right, um, I haven't received anything. I've been checking it.
[AGENT][POSITIVE] OK, yes ma'am. Well, I can certainly help you with that, Ms. [PII], and what is a good call back number for you please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is your policy number please?
[CUSTOMER][NEUTRAL] I don't have it on me and I've got a broke so it would take me a minute to go get it.
[AGENT][NEUTRAL] OK, what is your full social, Ms. [PII] and I can try and look your information up that way.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so misregister any information provided would be a verification of benefits and not a guarantee of payment, and I will need to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Also your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then your um phone number that we have on file, well actually what is a good phone number that we should have for you, the one you gave me the [PII]? OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright thank you and then uh do you have, OK, what is your email address please?
[CUSTOMER][NEUTRAL] It's all lower case letters [PII].
[AGENT][NEUTRAL] OK. So, um, thank you. I've got that, I'm just gonna repeat it back though. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. Alright, so I can see it looks like when you spoke.
[AGENT][NEUTRAL] To [PII] yesterday, um.
[AGENT][NEUTRAL] That she added your email, however, we have received a file from your employer.
[AGENT][NEUTRAL] Let's register and this is gonna continue to happen because any file that we receive is going to override any change we make as far as um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So like the file doesn't show that you have an email it says none so what I'm gonna also recommend is that you get with your employer.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] To make sure to let them know that you're trying to add your email with APL but it keeps removing it because we're getting the indication that you do not have an email address on file so it's removing that now I can see that [PII] did send you some stuff but that change was made after you spoke to her.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I just don't want you to think that we're not changing.
[CUSTOMER][NEUTRAL] OK. Uh, can you just send me one for?
[AGENT][NEUTRAL] Yes, I
[CUSTOMER][NEUTRAL] Yeah, I knew something had to go wrong. Uh, can you just send me, send it through the mail to me that way, whatever my employer has to do, it won't interfere with what I'm doing.
[AGENT][NEUTRAL] Well they just need to add your personal email. Yes, that's not gonna have any bearing on this. So if you'll give me just a second, I'm gonna get that claim form pulled up this register, and I can email it to you while we're on the phone and then you can, are you able to check your email while we're on the call together?
[CUSTOMER][NEUTRAL] Like filling out the paperwork.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am. I can't, but no, not my email.
[AGENT][NEUTRAL] You're not, oh, OK.
[AGENT][NEUTRAL] OK, and because if you can get email, that is just much faster. Now, are you able to like access the internet and have the ability to print?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK, so this form that I'm actually going to email you it's also on our public website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you could print it yourself if for any reason you still or not don't receive it.
[AGENT][NEUTRAL] And I can give you that website. Are you able to write down anything? Are you where you can write down anything?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, is it, I, I think um it's on my paperwork in there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, what I'll do, give me a moment again. I'm just trying to get this information pulled up so that I can send it to you.
[CUSTOMER][NEGATIVE] I'm sorry, my foot's broken, my ankle twisted and I'm stuck here in the chair without getting able to get up and get nothing.
[AGENT][POSITIVE] No. Well, you know what, I not only have sympathy for that, um, but I also have empathy, Ms. [PII]. I broke my foot the day after my son's wedding in [PII], and I was in a boot for eight months and I'm still getting that foot treated. Yes. So my heart goes out to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Well they said hopefully 6 weeks so.
[AGENT][POSITIVE] I hope for you that is exactly true. Mhm.
[CUSTOMER][NEGATIVE] I got up in the middle of the night and I twisted over my shoes and I felt my foot go sideways and the weight went on my foot and I sat down on the bed. I knew immediately something was wrong and then I went to the urgent care. They said it was severely sprained and up at the ER the next day, they said, oh no, ma'am, that you got a broke foot. And I go, OK. Then I go to the doctor, the orthopedic goes, you only, not only got a broken foot, you got a twisted ankle.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Uh, yeah, go big or go home. Sounds like what I did too. So, I mean, my heart goes out to you, really does.
[CUSTOMER][POSITIVE] I'm like, great.
[CUSTOMER][NEUTRAL] Um, tell
[CUSTOMER][NEUTRAL] He said that uh it was a dancer's break, and I go, really?
[AGENT][NEUTRAL] Mm. Well, I'm having to still go every 3 months and get mine injected, um.
[CUSTOMER][NEUTRAL] Never heard of that.
[CUSTOMER][NEUTRAL] Oh lord.
[AGENT][POSITIVE] So, you know, I, uh, yeah, I really, my heart really goes out to you. I couldn't have broken my foot in a worse place, so.
[CUSTOMER][POSITIVE] Bless your heart.
[CUSTOMER][POSITIVE] Thank you. I appreciate it.
[AGENT][NEUTRAL] And it will never be right. Well, you're welcome. So,
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Let's see. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm still getting this information pulled up for you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] I'm not going anywhere.
[AGENT][NEUTRAL] I know you're not or not quickly anyway.
[CUSTOMER][NEUTRAL] Exactly. I got a scooter boy, man, that thing's been scooting around.
[AGENT][POSITIVE] They are helpful for sure.
[CUSTOMER][POSITIVE] Oh yes ma'am, I was so glad when I got it the other night I was like this makes a difference.
[AGENT][NEUTRAL] OK, so let's see alright so what I've included in this email, I've included the short term disability form that's the complete form, but I also indicated that you may print this claim form by going to our website and gave the website for our public website and on there as far as um when you pull up that page it's just gonna, you'll see at the top where it says claims and forms.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And you can click on that link.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And just click where it says claims and forms and when you scroll down.
[AGENT][NEUTRAL] You can actually, there's a little box that says filter by product.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And you there with, and with a little green arrow in it. And if you click on that little green arrow, it's gonna give you a list of different forms and you'll see the word disability.
[AGENT][NEUTRAL] So you would just click on disability and then.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna pull up and show out to the right, you'll see a blue download form button.
[AGENT][NEUTRAL] It says disability, short term disability claim form and you would just click the download form button and that will be the same form that I'm emailing you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Have you ever sent one additional thing?
[CUSTOMER][NEUTRAL] OK. Now, do I need to.
[AGENT][NEUTRAL] Uh, OK, let me ask you one more question first. Has anyone discussed with you setting up your profile in our portal online called the online service center?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] No ma'am, this is the first time I've ever had to apply for disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we have a portal called the online service center, and that is where you can set up your profile to have access to your policy information, your claims information.
[AGENT][NEUTRAL] Um, you can upload claims information for our review instead of having to mail it or fax it into this portal.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So I'm also going to include that user guide for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That will give you the instructions for setting it up and then it also gives you information on uploading, you know, uh, documents and checking status and all of that. So the email that I will send again is gonna come from care team at [PII]. I have put APL short term disability claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And online service center user guide in your subject line for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now do I still need to call my employee and have them put my email address in?
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] You will, because as long as we keep getting a file that says you don't have one.
[AGENT][NEUTRAL] It's gonna keep removing what we've added.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It will override our change.
[CUSTOMER][NEUTRAL] OK, so I need to call.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and they just need to add it to their form?
[AGENT][NEUTRAL] Um, yes, ma'am, just tell them that you have been speaking with [PII], but we're receiving, you know, information that indicates you don't have an email address.
[AGENT][NEUTRAL] So if there's any way they could put your personal email on file for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For your enrollment information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's not, it's not a big deal, but I, but you will need that to set up your profile. It'll need to retain it in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But when you got to set up your, your account, if you, if you have any issues, just call us back and we would be happy to help you with anything and we could at least add it back long enough for you to set up your account, even if it removes it. But I just, I just didn't want you to think we're not making the changes.
[CUSTOMER][POSITIVE] They're pretty good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because we are.
[CUSTOMER][POSITIVE] Yes ma'am, y'all y'all are great.
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] Y'all are so good, thank you.
[AGENT][NEUTRAL] Well, you're welcome. So, that email has just been sent to you, um,
[AGENT][NEUTRAL] And so you should be receiving that you know in your inbox very soon so just check your.
[AGENT][NEUTRAL] When you're able to, you should be getting that email, you know, somewhere around [PII].
[AGENT][NEUTRAL] I would think Central time. I'm on Central time.
[CUSTOMER][NEUTRAL] Yeah, I just, I just now check it. I've got it.
[AGENT][POSITIVE] OK, perfect, perfect.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I figured out how to pull it up while I was on the phone.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, good then.
[AGENT][NEUTRAL] So, is there anything else at the moment, Ms. [PII] that I can help you with this morning?
[CUSTOMER][POSITIVE] No, ma'am, thank you so much. You've been a big help.
[AGENT][POSITIVE] Well, you are certainly welcome and it was my pleasure and as I said, if you have any other questions, please give us a call back and we'll be more than happy to try and help you.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] OK. Yes, ma'am. Well, thank you for calling APL and again, I'll be praying for you and I hope that you recover really soon.
[CUSTOMER][POSITIVE] Oh, thank you so much and God bless.
[AGENT][POSITIVE] God bless you too. Thank you.
[CUSTOMER][NEUTRAL] Alright, uh-huh bye bye.
[AGENT][NEUTRAL] Hm, Papa.