AccountId: 011433970860
ContactId: 913f5baa-45b1-49e7-8f1b-7f686378d659
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341709 ms
Total Talk Time (AGENT): 208034 ms
Total Talk Time (CUSTOMER): 96552 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/913f5baa-45b1-49e7-8f1b-7f686378d659_20250115T20:25_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] Uh yes I was calling to see about my benefits.
[AGENT][POSITIVE] OK, well, I can definitely help you with your benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] I've got 3 of them, so the one I'm really worried about is uh 252.
[CUSTOMER][NEUTRAL] 0784
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] We got 3 policies, but I think I don't know which one would.
[AGENT][NEUTRAL] OK, oh, it's OK. That one gives me all of them.
[CUSTOMER][NEUTRAL] I don't know. I don't know what that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I have your policy here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] It's 3375.
[CUSTOMER][NEUTRAL] [PII], and the email on file should be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And how may I help you today with your benefits?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I've been off work since [PII]. I'm currently in the hospital, so I'm not getting paid, and I know I've paid into something but I don't know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] What I'm eligible for and what I'm not because I don't know when and if I'm gonna go back to work at at this point.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me pull up your policy documents so I can see how, what your benefits are. Hold on one moment. And again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So your disability benefit will be $3000 a month, not to exceed 60% of your monthly compensation.
[AGENT][NEUTRAL] Um, it does have an elimination period. Elimination period is a number of days that the policy, um, that you're not paid for. Um, it's usually that first claim there, um, and it is 14 days. So you can, let me see, this has been active since [PII]. So, like, was it an accident or like
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] You're sick,
[CUSTOMER][NEUTRAL] No, I ended up I end up getting the flu.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it turned, uh, it turned into pneumonia and.
[AGENT][NEUTRAL] Oh Lord.
[CUSTOMER][NEGATIVE] My lungs are shot at this point. So, I mean, I might eventually be able to go back to work. I just don't know when, but right now, they're not giving me an.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, a date ring.
[AGENT][POSITIVE] I completely understand. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So the
[CUSTOMER][NEUTRAL] I'm still in the hospital.
[AGENT][NEUTRAL] And when
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] So there's a few things. So, you're going to need for the um to file the claim, you're gonna need um your doctor that's taking you out of work to sign it, your employer, and then there's a portion that you sign.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once we get all three parts, we can go ahead and start processing the claim, of course, from the doctor we'll see the day you went out and you know, if there is an anticipated work day. Um, if there's not, the policy has a maximum of 180 days.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So, about 3 months for the short-term disability?
[AGENT][NEUTRAL] So, um, depending on those dates, it has a 180 day max, and then it would pay out that 3000 each month. Now there is a portion that you'll need to fill out each month. It's just that your doctor, no one else has to sign it. It's just so that we can start processing for the upcoming month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now where I'll get those forms, will you email them to me or?
[AGENT][NEUTRAL] Yes, I can email you the forms and then on that first page there it's like a list of instructions and it'll tell you which sections who fills out, um, and then which section is is considered the continuation, so you know what to send in each month.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um, can you repeat your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, so [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so I'll go ahead and send you over the claim form now and then um once we receive all three parts, we'll go ahead and process and again it's $3000 a month, um, and then that first payment though is going to have that 14 day difference on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, well, I'll go ahead and send this over to you now, Mr. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. I hope you feel better and get some rest and have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.