AccountId: 011433970860
ContactId: 83037d6b-78dc-4cff-95c5-3f801142fd07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 672419 ms
Total Talk Time (AGENT): 113856 ms
Total Talk Time (CUSTOMER): 111681 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/83037d6b-78dc-4cff-95c5-3f801142fd07_20250318T18:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yeah, so, um, I currently have short-term disability for y'all, um.
[CUSTOMER][NEUTRAL] And I was injured at work, not last week, the week before. Um, it was workman's comp. Obviously, I was released to go back to work today, um, or tomorrow. My question, I was wondering, could I, do I still get anything for my short-term disability?
[AGENT][NEUTRAL] I will have to check the paperwork and see um when was the last day on the paperwork. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Insurance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, uh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] They
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Uh, hold on one second, I have to look up the.
[AGENT][POSITIVE] Mm thank you.
[CUSTOMER][NEUTRAL] I just recently moved. I'm sorry.
[AGENT][NEUTRAL] It's OK. I think I found it. Um, may I have your date of birth and email address on file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, OK, so here we go.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you have not submitted a claim for your disability?
[CUSTOMER][NEUTRAL] I haven't. That's why I'm, I'm trying to find out if, if um.
[AGENT][NEUTRAL] No, OK.
[CUSTOMER][NEGATIVE] I can't even submit a claim since it was on work. I'm not sure.
[AGENT][POSITIVE] OK, I can check on that for you.
[AGENT][NEUTRAL] OK. And how long you was in disability?
[CUSTOMER][NEUTRAL] Um, so I was put out on.
[CUSTOMER][NEUTRAL] Let's see, it was just over a week. I was put out last Monday on the [PII] and I was released to go back to work today. So just, uh, you know, 8 days.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check something really quick because it depends also on the elimination period. And if the elimination period is 7 days then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, it's probably not gonna pay. Um, let's see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Let me go ahead and get with the claims specialist and see exactly how it works with workers' comps, OK? One moment.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Are you getting compensation from workers' comp?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Um, all I got from my boss was that I, I would be getting a call from work was off and I have yet to receive that call, so I have no clue.
[AGENT][NEUTRAL] OK, because it does stipulate that if you are getting compensation from workers' comps, you don't qualify for a disability.
[CUSTOMER][NEUTRAL] Yeah, I kind of figured I just wanted to check and see. So once I figure that out, should I give you a call back if I'm not or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. Yes, if you're not, then yes, you can go ahead and submit your claim. Now, uh, there is a 7-day elimination period, so we're gonna start paying on the 8th day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you qualify.
[CUSTOMER][NEGATIVE] So really wouldn't do anything anyway, so.
[AGENT][NEUTRAL] A couple of days if you're uh you're going back today or tomorrow?
[CUSTOMER][NEUTRAL] Tomorrow.
[AGENT][NEUTRAL] Tomorrow, so yeah, it will be probably just one day. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right. Well, thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it. You have a great day.
[AGENT][POSITIVE] You too. Thank you for calling APL. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mm yeah.