AccountId: 011433970860
ContactId: 90189976-0830-4344-bd04-5f3429e6efca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363119 ms
Total Talk Time (AGENT): 170712 ms
Total Talk Time (CUSTOMER): 122245 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/90189976-0830-4344-bd04-5f3429e6efca_20250314T12:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. Um, this is [PII]. I was calling about my amount that was approved.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you could explain it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] 2444
[CUSTOMER][NEUTRAL] 735
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Thank you. Let me pull up your information.
[AGENT][NEUTRAL] [PII], verify your date of birth, your mailing address, and your email address for me please.
[CUSTOMER][NEUTRAL] 6976
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] You that email.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you're wanting to go over what the last disability check you received?
[CUSTOMER][NEUTRAL] It just got approved I guess it's getting sent out today well.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Right, so yeah, so what it was processed on yesterday and so the direct deposit was released today.
[AGENT][NEUTRAL] Um, and then it usually takes about 3 to 4 business days, could be sooner, just depends on your banking institution.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the check amount is for 90.
[CUSTOMER][NEUTRAL] So I was wondering.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] About the amount.
[AGENT][NEUTRAL] Yeah, the, the amount of the, the amount of the check is $956.
[CUSTOMER][NEUTRAL] I was wondering.
[CUSTOMER][NEUTRAL] Yeah, I was wondering how do I find out why it was uh only 956.
[AGENT][NEUTRAL] So it looks like they deducted $44 of premium from this particular check in order to pay the March.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, benefit
[CUSTOMER][NEUTRAL] Yeah, but I think I'm supposed to get the 2000 for a month.
[AGENT][NEUTRAL] Yeah, but it depends on how many days your check is for. So 2000 is your benefit amount monthly, but like on this particular check, it's for 15 days. It's for [PII], so it's paying you for 15 days and not 30.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You'll only get a $2000 check if it pays you 1 month.
[CUSTOMER][NEUTRAL] I don't go back until April.
[AGENT][NEUTRAL] Mhm and so let me see what this explanation says one moment.
[AGENT][NEUTRAL] And so when you receive your explanation of benefits in the mail, um, it says that this this payment completes your claim for this occurrence benefits have been paid to the date that you were released to return to work. So did your doctor extend your disability?
[CUSTOMER][NEUTRAL] Yeah, I put it on there when I sent it in.
[AGENT][NEUTRAL] But did you send one from your physician indicating the same?
[CUSTOMER][NEUTRAL] Oh no, they told me I didn't have to after I was approved. I, I just keep filling it out.
[AGENT][NEUTRAL] Yeah, but if your doctor extends it beyond the date that he initially said you can return to work, then we do need a copy of the form from your attending physician.
[AGENT][NEUTRAL] And it's basically gonna say, why did he extend it between, from, you know, beyond [PII]. So we do need that from your, your doctor.
[CUSTOMER][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] Oh, I wrote it on mine cause he had to go back in and do another procedure.
[AGENT][NEUTRAL] And that's fine, but if he has given the directive to extend it, we'll need that. I mean, he's, he's gatekeeping your disability. So we'll need to know that your doctor.
[CUSTOMER][NEUTRAL] To take
[CUSTOMER][NEUTRAL] So can I ask you another question?
[AGENT][NEUTRAL] Extended it. Yes, ma'am.
[CUSTOMER][NEUTRAL] If I get that into you today, does that mean that I have to wait a whole another month till [PII] to get another, the rest of it?
[AGENT][NEUTRAL] Not necessarily, not necessarily, but I will say that we do process claims in the date order received, so the sooner you can get that form in from your physician, the better.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That shows that he extended your disability?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have that form for do you have the form for the
[CUSTOMER][NEUTRAL] Alright then.
[CUSTOMER][NEUTRAL] Yeah, but that
[CUSTOMER][NEUTRAL] Yeah, they got it. I gave it to the office.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I never picked it up because I read where it said to only fill out A through, so I, I misunderstood.
[AGENT][NEUTRAL] Well, that's correct for you, but because he extended it beyond the initial date he'll need to complete an updated form as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK, yeah, I have one. I already had him sign it.
[AGENT][NEUTRAL] OK, alrighty, and on his it should reflect the same date that's on yours, the return to work date should reflect the same as what you have on yours.
[CUSTOMER][NEUTRAL] I just have to upload it.
[CUSTOMER][NEUTRAL] Just.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK, cause we'll go by the doctor's form as far as the return to work date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, well thank you so much.
[AGENT][POSITIVE] Alright, [PII], any other questions I can help out with today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alrighty, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you too