AccountId: 011433970860
ContactId: 953f0f4a-bf87-4778-9f2d-fac1e663c5c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 859869 ms
Total Talk Time (AGENT): 234551 ms
Total Talk Time (CUSTOMER): 321489 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/953f0f4a-bf87-4778-9f2d-fac1e663c5c7_20250530T16:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, how are you?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I'm calling about a uh short-term disability.
[CUSTOMER][NEUTRAL] Uh, policy number, you want the policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][NEUTRAL] It's 26089995.
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEUTRAL] And they sent me [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, mailing address is [PII].
[AGENT][NEUTRAL] OK, and your email address please.
[CUSTOMER][NEUTRAL] Yes it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you so much. And how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, I was talking to somebody there yesterday.
[CUSTOMER][NEUTRAL] They sent me like
[CUSTOMER][NEUTRAL] 8 forms
[CUSTOMER][NEGATIVE] And 3 of them went to uh physician's office, fell out.
[CUSTOMER][NEUTRAL] And let me see.
[CUSTOMER][NEUTRAL] I feel that
[CUSTOMER][NEUTRAL] Is it A through I or something like that.
[AGENT][NEUTRAL] Uh, yes, sir. When you submit a claim for your disability, we will need your portion of the form, your employer's portion, and the physician's portion of the claim form.
[CUSTOMER][NEUTRAL] I know the physicians tell me that I can't get him back on next week.
[CUSTOMER][NEUTRAL] But mine are um
[CUSTOMER][NEUTRAL] Let me look here.
[CUSTOMER][NEUTRAL] Like there's disability claim form that's 5 number 508.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] I'm trying to find out which there's one or two of them that goes to my floor. I need notes so I can take them to them.
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] There's
[CUSTOMER][NEUTRAL] 2 or 3 forms that go to my employer and I need to know which ones they are.
[CUSTOMER][NEUTRAL] So you can fill them out.
[CUSTOMER][NEUTRAL] Um, I don't get, I haven't been paid in a month, so I need, you know.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] My short term disability.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Are you familiar with these 8 pages?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] disability.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] It should have on the front page of that claim form, uh, which portion is your employer but it should be start from um.
[AGENT][NEUTRAL] Page.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] 8
[AGENT][NEUTRAL] Where it says policyholder statement at the top.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's just very claim form, right.
[AGENT][NEUTRAL] Mhm. Page 8, it should say instructions to policyholder and it should say policyholder statement.
[CUSTOMER][NEUTRAL] I that
[CUSTOMER][NEUTRAL] OK, policyholder statement.
[AGENT][NEUTRAL] Mhm. It should um start with the letter K.
[CUSTOMER][NEUTRAL] Who feels like
[CUSTOMER][NEUTRAL] It does K1.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 22 K4.
[CUSTOMER][NEUTRAL] Am I supposed to spell all that out?
[AGENT][NEUTRAL] No, sir, that's your employer would need to fill that portion out.
[CUSTOMER][NEUTRAL] Oh, I feel part of it out. I got her anything.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, if you fill out the whole thing because at the bottom, it does ask for their organization and signature and everything, so they would need to fill that in portion out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We're talking about um let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, they, they have to have that one.
[CUSTOMER][NEUTRAL] That's uh 8 of 8.
[CUSTOMER][NEGATIVE] And the only pages I got left I got.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The ones my doctor said, in fact these are things they order.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] It's like these pages aren't in order who goes out what, you know what I mean?
[CUSTOMER][NEUTRAL] Disability claim form section I I signed that one.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] APR policy.
[CUSTOMER][NEUTRAL] I had the policy number on there the day I signed it. So that's, that was mine to worry about, right?
[AGENT][NEUTRAL] Uh, right, section I, uh, you need to sign and date that one.
[CUSTOMER][NEUTRAL] Yeah, I live
[CUSTOMER][NEUTRAL] Let me look here.
[AGENT][NEUTRAL] Your portion of the claim form would be pages 2 through 3.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And page 5, and your physician's page is uh 6 through 7.
[CUSTOMER][NEUTRAL] OK, I got uh
[CUSTOMER][NEUTRAL] You said 2 through 8?
[AGENT][NEUTRAL] No, sir. Your portion of the claim form that needs to be filled out is 2 to 3 and page 5.
[AGENT][NEUTRAL] Your physician's portion of the form is from 6 to 7.
[CUSTOMER][NEUTRAL] OK, let me get a pen.
[CUSTOMER][NEUTRAL] OK, I got
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] They're K1
[CUSTOMER][NEUTRAL] 24 that that then spell that out?
[CUSTOMER][NEUTRAL] My employer.
[AGENT][NEUTRAL] That's the employer's portion. That last page, page 8, is the employer's portion of the form.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] That's 88
[CUSTOMER][NEUTRAL] And what other page form or numbers do they they need?
[AGENT][NEUTRAL] Who? The employer?
[CUSTOMER][NEUTRAL] They are
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, no, so they just need the last page, which is page 8.
[CUSTOMER][NEUTRAL] OK, they don't need any other.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] OK, is that he's got it mailed in to KC and then back to his office and I gotta get it back.
[CUSTOMER][NEUTRAL] And they get my doctor's one they're signing.
[CUSTOMER][NEUTRAL] And mine. They told me not to have.
[CUSTOMER][NEUTRAL] What is the fax it or whatever the mail, mail it, either mail it all or fax it all.
[AGENT][NEUTRAL] Yes, you can, uh, have it mailed or faxed.
[CUSTOMER][NEUTRAL] Don't do them separate.
[CUSTOMER][NEUTRAL] OK, so my employer needs uh page 8 of 8.
[CUSTOMER][NEUTRAL] And I feel that
[CUSTOMER][NEUTRAL] Let's see 2 of 8.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 38
[AGENT][NEUTRAL] In page 5, which is the HIPAA form.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, 5 of 8.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure which one to take my employs if I don't wanna get it the wrong one.
[AGENT][NEUTRAL] Oh, no, I understand. Yes, sir.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Do I need it, it says on one of them.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The one for my employer asked if I have retirement or pension.
[CUSTOMER][NEUTRAL] You hear me?
[AGENT][NEUTRAL] Yes, sir. Uh,
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, is that they're talking about retirement or pensions from them.
[AGENT][NEUTRAL] Um, what number is that, are you saying?
[CUSTOMER][NEUTRAL] 8 of 8.
[CUSTOMER][NEUTRAL] It says, uh, you know, it says income source, other group disability, salary continuation, sick leave, PTO PTT, what is PPT?
[AGENT][NEUTRAL] Uh, personal pay time or um.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Then it says retirement or pension.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] so
[CUSTOMER][NEUTRAL] Is that retirement or pension from them?
[CUSTOMER][NEUTRAL] You're talking about?
[AGENT][NEUTRAL] Or if you're receiving any retirement or pension from my understanding, so I'm not sure. I'm assuming from them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's on my page it has Social Security income. Do I have to put that on there?
[AGENT][NEUTRAL] Uh, you have to fill out the claim, the entire claim.
[CUSTOMER][NEUTRAL] It says other group disability income.
[CUSTOMER][NEUTRAL] Does that mean
[CUSTOMER][NEUTRAL] Other insurance or what's it mean?
[AGENT][NEUTRAL] It means if you're receiving any other disability income like due to this disability, you're receiving additional disability from another company.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, then it says retirement income.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it says social security income.
[AGENT][NEUTRAL] Yes, sir. It's just verifying if you're receiving any additional um income.
[CUSTOMER][NEUTRAL] So, somebody told me didn't, don't leave any blank space blank on here or something.
[CUSTOMER][NEUTRAL] So I put 0 for retirement income and then put the amount of Social Security I received?
[AGENT][NEUTRAL] If you're receiving it, yes, you need to enter that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As I said, it works as end date or begin date just to write uh I still receive it.
[CUSTOMER][NEUTRAL] Uh, I'm not used to spelling these things out.
[CUSTOMER][NEUTRAL] Um, is that correct?
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] Where it says Social Security income. I just put the amount I receive each month.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And where where it says begin date just right I still received this.
[AGENT][NEUTRAL] Or when you received it, if you're still receiving it, then you can put it where in date still receiving it.
[CUSTOMER][NEUTRAL] That's what
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] I talked to somebody yesterday and told, they told me to write. I still received this, instead of putting a begin date and end date cause I don't have all that.
[AGENT][NEUTRAL] OK, well, I, well, we can't tell you how to fill out your claim form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But if you're receiving it then I guess you can put that you're still receiving it. You're not sure about the end date or begin date of when you received your social security.
[CUSTOMER][NEUTRAL] Uh, um, OK, I'm just want what I have to do with
[CUSTOMER][NEUTRAL] My uh
[CUSTOMER][NEUTRAL] Insurance and disability insurance that they pay for.
[AGENT][NEUTRAL] Well, they do need to know if you're receiving any additional income.
[CUSTOMER][NEGATIVE] Why they're supposed to pay me.
[CUSTOMER][NEUTRAL] For the short term disability that I paid for.
[CUSTOMER][NEUTRAL] You know what I'm saying?
[AGENT][NEUTRAL] No, I get what you're saying, but uh that is something that is needed on the claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, if anything doesn't probably me I put NA or we.
[CUSTOMER][NEUTRAL] I said not to leave anything blank. Is that true?
[AGENT][NEUTRAL] I mean, it's not gonna be a penal penalty for not uh completing everything. They would just probably send it back and let you know what additional information is needed on there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if you don't know, you can put in a I assume.
[CUSTOMER][NEGATIVE] OK, it kind of sounds like they're gonna take forever doing this if they do keep sending it back to me.
[CUSTOMER][NEUTRAL] You know what I mean?
[AGENT][NEUTRAL] We just have to fill out that claim form and if it's not complete, then they would send out um.
[AGENT][NEUTRAL] A claim decision, I request some additional information.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, I try to get it filled out and everything.
[CUSTOMER][NEUTRAL] Oh I see.
[CUSTOMER][NEUTRAL] All right, all right. If I, any more questions, I'll call you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I thank you for calling APL. You have a great day, Mr. [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yeah, thanks for your help bye.
[AGENT][POSITIVE] You're welcome bye.