AccountId: 011433970860
ContactId: 9673eff1-fe57-4873-af00-2e48191cbb34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240449 ms
Total Talk Time (AGENT): 116610 ms
Total Talk Time (CUSTOMER): 95777 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/9673eff1-fe57-4873-af00-2e48191cbb34_20250106T14:30_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] [PII], this is [PII]. I have a few questions to ask.
[AGENT][NEUTRAL] Well, I'll be
[CUSTOMER][NEGATIVE] Um, I'm already getting my, um, I, I'm already getting my disability and I think it's through February, but in February I'm gonna have back surgery and I think I'll have like, um, 2 more months to draw my short term.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because it's 6 months and so um how do I go about filing it for the rest of those 2 months?
[AGENT][NEUTRAL] There is um the claim form, the disability claim form, let's see, what's your policy number? Let me just get everything pulled up and I can help you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, 02000335.
[AGENT][NEUTRAL] All right, thank you, Ms. [PII]. What is your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, and your email and phone number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you. Let me just check on everything for you super quick. let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you will need to complete the insured's portion of the disability claim form monthly.
[CUSTOMER][POSITIVE] Yes ma'am, I got it. OK, I got it. OK.
[AGENT][NEUTRAL] And they'll just need that monthly. You can just upload it. It's not necessary to have the physician complete their portion or your employer unless he has changed the back to work date.
[AGENT][NEUTRAL] If they, he has changed your back to work date, then you would need the um physician to update that information.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so every month they've been sending me all these papers so I don't need my employees to fill out those papers every month.
[AGENT][NEUTRAL] No, ma'am, just your portion, just the first, the where it says on the first page there are instructions for continuing benefits, and that's the portion that you'll need to complete for continuing disability benefits.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, cause it, cause on mine it says disability claim form stating of insured, um, where I put my name if I'm getting any money.
[AGENT][NEUTRAL] Mhm. That's the portion that you're going to complete. In fact, it, and I can pull that up I can give you the exact pages. Let me get that pulled up real quick.
[AGENT][POSITIVE] And I can give you the exact pages needed.
[CUSTOMER][NEUTRAL] OK, well, my physician probably gonna need to fill out his portion, but the employee don't have to fill out that part.
[AGENT][NEUTRAL] For the
[AGENT][NEUTRAL] No, ma'am, no ma'am, not unless it is requested. So for a continuing disability claim, you're gonna complete sections A through E.
[CUSTOMER][NEUTRAL] OK, OK, I was just about to go.
[AGENT][NEUTRAL] And as in elephant, and then section G through H.
[CUSTOMER][NEUTRAL] A through E
[CUSTOMER][NEUTRAL] OK, I've been filling out all this stuff all these months. OK, OK, but as the
[CUSTOMER][NEUTRAL] But OK, so if I'm not going back to work in February, I need the doctor to fill out his part?
[AGENT][NEUTRAL] That's right. If there's any change to your return to work date, then the physician, we will need an updated form from the physician.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, so OK, so I'll get him to fill it out, but I don't need my work to fill out any papers.
[AGENT][NEUTRAL] No, ma'am, not at this point.
[CUSTOMER][POSITIVE] OK, alright, thank you [PII].
[AGENT][POSITIVE] It's my pleasure. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Well, thank you for calling APL Ms. [PII]. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Uh huh thanks.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Mm