AccountId: 011433970860
ContactId: 8e4ef804-bb05-4e6a-bd1d-8d99cb5c2108
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451029 ms
Total Talk Time (AGENT): 264362 ms
Total Talk Time (CUSTOMER): 110405 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/8e4ef804-bb05-4e6a-bd1d-8d99cb5c2108_20250402T15:58_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] Hi, [PII]. My name is [PII] and I have your uh insurance policy. I was trying to file a claim for short-term disability. I've been out of work for 2 weeks because of a surgery, and this is my 3rd week, and I'm trying to get see if I could get some uh payments.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, well, I can definitely help you with filing a claim. And [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] OK, my, uh, area code is [PII]. The question I'm not sure what my policy number is because I filed through my employer.
[CUSTOMER][NEGATIVE] I mean, I pay for it through my employer and I don't think I've ever gotten.
[AGENT][NEUTRAL] Like cards or anything.
[CUSTOMER][NEUTRAL] A policy number I'm not sure.
[AGENT][NEUTRAL] OK, um, well, I can also search the policy with your social if you like.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][POSITIVE] OK, I'm ready whenever you are.
[CUSTOMER][NEUTRAL] Uh, my
[CUSTOMER][NEUTRAL] My social security number is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the members, um, I'm sorry, can you verify your date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I just want to make, yes, I just want to make sure I was in the right policy. Hold on one second, it's coming up.
[CUSTOMER][NEUTRAL] 5898.
[AGENT][NEUTRAL] OK, and Ms. [PII], can you verify your mailing address and the email address on file?
[CUSTOMER][NEUTRAL] It should be uh [PII].
[CUSTOMER][NEUTRAL] What are we living in that apartment? It should be [PII].
[CUSTOMER][NEUTRAL] And my email address?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so let me pull up, hold on one moment, I'm just pulling up the benefits so I can see how it works. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's coming up now.
[AGENT][NEUTRAL] OK, so your um disability has a max of 3 months.
[AGENT][NEUTRAL] The amount that it would pay per month is $1500 not to exceed 60% of your compensation.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The first, so each short-term disability policy has an elimination period. So for yours it's 7 days, it could be 14 or 21, but for this one it's 7 days that the policy would not pay. So that first claim that you receive or first payment that you receive is going to be missing 7 days from the total, but it's only the first one.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the, um, as long as your policy has been active since [PII], so as long as the um surgery was after that date, um you should be OK with filing. There is going to be, well, I'll say like this, so there's a short-term disability claim form, um, I can email it to you if you like, or you can um get it from our website, whichever you prefer. It's gonna have three parts to it. You have to fill out a part.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your doctor, um, that's taking you out has to fill out a part, and then your employer has to fill out a part. The only time you'll need the doctor's part and the employer's part is that first claim, unless they like extend it and then if you haven't exceeded those 3 months, then we would just keep paying, you know, if they, if they extend your time out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, once we receive all three, we'll go ahead and process. Funds are dispersed the [PII] or around the [PII] of each month. Um, if you want me to send you the claim form, I can also send you the um direct deposit form if you wanted a direct deposit. If not, it would be a paper check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you can send me the direct deposit.
[AGENT][NEUTRAL] OK, and so I'll send you the claim form, the direct deposit form, um, and then let me see if there's anything else you need to know. OK, so each month, depending on how long you're out, each month you're gonna have to fill out a continuation portion on the first page, and I'll put all this in the email, on the first page of the form, it'll tell you what which section is considered the continuation. It's just like your personal, you know, like address, demographics.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And when you send that in, that's how we start to process the next month. So I would just send it in when I get my payment, so we can go ahead and start processing the next one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I should be able to return to work next week, but I just need something for the week I was out.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Cause I'm not gonna be able to get paid for that whole thing.
[CUSTOMER][POSITIVE] So that, that'll be all right as well.
[AGENT][NEUTRAL] So, if you
[AGENT][NEUTRAL] So the $1500 is for the month. If you were only out like a few weeks and then one of those weeks because it's 7 day elimination period, so one of the weeks won't be paid for, you can get the other 2 weeks, I was still file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but let me
[CUSTOMER][NEUTRAL] Cause that was my uh
[CUSTOMER][NEGATIVE] I didn't have enough leave for me to cover my uh medical leave.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just to have a little something back up.
[AGENT][NEUTRAL] OK, so then yes, I would, um, yeah, I would definitely go ahead and submit that. I'm gonna, let me add an email to your policy so that I can email you the claim form and your um direct deposit form. What email address did you want on file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is [PII]
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Alright, so I just saved that and then I'm gonna go ahead and get the email together to send to you now. Um, did you want me to send it while we're on the phone or you're OK with me sending it after?
[CUSTOMER][NEUTRAL] You can send it after, that's fine.
[AGENT][POSITIVE] OK, uh, well, give me about 5 minutes, maybe I'm I'm literally about to type it up now and I'll send everything over to you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, not that I can think of.
[AGENT][POSITIVE] Alright, well, thank you so much for calling [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] Alright, you too. Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.