AccountId: 011433970860
ContactId: 99a7f176-a3f7-4ab7-94a7-7dc5024ad5ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 481619 ms
Total Talk Time (AGENT): 286609 ms
Total Talk Time (CUSTOMER): 106724 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/99a7f176-a3f7-4ab7-94a7-7dc5024ad5ed_20250106T21:21_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][POSITIVE] Hi Miss [PII], how are you doing today?
[AGENT][POSITIVE] Hey I'm doing wonderful thanks how about yourself?
[CUSTOMER][POSITIVE] I'm great. Hey Mr. [PII], I got some disability claim forms that you guys uh emailed me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm trying to find out what uh do I cycling back over to you guys or what?
[AGENT][NEUTRAL] OK, yeah, absolutely. Do you by any chance, do you have that policy number handy and I can pull up your policy and take a look at things?
[CUSTOMER][NEUTRAL] Yes ma'am, the policy number is 224.
[CUSTOMER][NEUTRAL] 342 6
[AGENT][POSITIVE] Wonderful. I really appreciate that. And do you mind if I go ahead and just get your first and last name and date of birth, my friend?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][POSITIVE] Wonderful. I really appreciate that and I do just have to verify a couple other pieces of information, your mailing address, email, and phone if you can.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] My mailing address should be [PII]. My email is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][POSITIVE] Wonderful and then I think I have your PO box on file. Is that still a good mailing address for you?
[CUSTOMER][NEGATIVE] No, ma'am, the PO box is no longer any good.
[AGENT][POSITIVE] OK, so what I'm gonna do is I'm gonna back up out of here real quick and I'm gonna go in so I can change that for you and get it updated, OK?
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] My pleasure. Give me 1 2nd.
[AGENT][NEUTRAL] And if you wouldn't mind reading back off to me again, the
[AGENT][NEUTRAL] Street address for your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is [PII] one word or two words, sir?
[CUSTOMER][NEUTRAL] Two words
[AGENT][POSITIVE] Two words, perfect, just wanna make sure and.
[AGENT][NEUTRAL] I that was [PII]. The zip code I saw was a little bit different. I have [PII] in that last digit.
[CUSTOMER][NEUTRAL] 1
[AGENT][POSITIVE] One, perfect. All right. And I actually
[AGENT][NEUTRAL] You have 2 address lines so I'm gonna just update it on that second one real quick.
[AGENT][NEUTRAL] Perfect, we got that put in for you and then for your claims, so you have a couple different options for getting those back to us. Um we can take it back through like snail mail through the post, we can take it back through fax, or if you wanted to go ahead and set up an online portal with us if you don't already have one, you could upload it through the online portal and just submit it on the computer.
[CUSTOMER][NEUTRAL] When I um did it through the online portal.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When I tried to say a second ago.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] They kept telling me uh.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] An error? OK, so a couple things for troubleshooting, um, the online service center, it really likes it when you're on a desktop instead of a phone or a tablet. So if you're not on a desktop, I'd recommend that. And the online service center also really likes Google Chrome. Um, it works better on Google Chrome than it does on Firefox or Safari.
[AGENT][NEUTRAL] Um, and then the last thing I'd say is if you're on a desktop and you're using Chrome, the other thing to check is there's a file size limit of 20 megabytes. So if you need to, you might have to break your PDF into smaller sections and upload it as 2 or 3 different PDFs instead of one. And then last but not least is if you're in the file size, you're on a desktop and you're on Chrome, um, is they recommend going into Google or whatever your browser is if you don't have Chrome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And clearing your browsing history, and you don't have to do it forever, but just the last hour will sometimes help, um, and it will clear out that it's tried to submit requests that have been denied and sometimes it lets it through after that.
[CUSTOMER][NEUTRAL] Yeah, cause I get down to the part where it's, you know, when you get down to your last name and all that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it asks for
[CUSTOMER][NEUTRAL] It says member ID not policy number or social security number.
[AGENT][NEUTRAL] Oh yeah, you'll wanna use your social security number in that spot. The member ID is we have one group that didn't include any socials, and they gave them individual member IDs, um, but for everyone else it's social security numbers.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I misunderstood. I thought you were, I guess I, I'm sorry I gave you all the wrong troubleshooting information, my friend.
[CUSTOMER][NEUTRAL] Now when
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] so
[CUSTOMER][NEUTRAL] Let's see what it does.
[CUSTOMER][NEUTRAL] OK, now I open up that time.
[AGENT][NEUTRAL] Wonderful, perfect. And then once you're in there, it's gonna ask you to go to your email and verify your email address. Once you verify your email address, all of the functionality in that online service center should become available to you. Um, it might not work right until you verify your email, and then from there you should see something under my claims where it will be like submit documents or upload documents and it's a green little box next to it and.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Is this the right fax number here, the [PII]?
[AGENT][NEUTRAL] You betcha, sir. That's us.
[CUSTOMER][NEUTRAL] OK, so I can just, oh, only thing I need to do is fax you guys by the application, correct?
[AGENT][NEUTRAL] Yes, you're gonna want to fax us that claim form and then is this the first time you've had to submit the claim, my friend?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, so then you're gonna there's gonna be a portion for your physician to fill out and send to us as well.
[CUSTOMER][NEUTRAL] I have all of that.
[AGENT][POSITIVE] Oh perfect yep you'll just send that right on to us and I do wanna let you know um.
[AGENT][NEUTRAL] That for every month, you continue the disability insurance, um, you will have to resubmit just your portion of the claim form. As long as nothing changes with your doctor, they don't need to resubmit every month, but your portion does get resubmitted every month.
[CUSTOMER][NEUTRAL] OK, so what, what you talking about the front part from the employer and all that?
[AGENT][NEUTRAL] It will be like the part that is like from just the insured.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so I'm gonna to do that every month.
[AGENT][NEUTRAL] Every month, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I'm getting ready to actually fax this over to y'all right now.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that claim form, there is a human step. Once it gets faxed, um, it has to get scanned in and uploaded and then it gets like indexed and assigned to you. So there's sometimes a delay of 2 to 3 days between you sending the fax and us getting it up into the system. And so I recommend if you want you can give us a call back in 2 to 3 days and we should be able to verify that we have that fax on hand for you, OK? But you might want to save your confirmation page.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll do that.
[AGENT][POSITIVE] Perfect. And is there anything else I can help you with today, sir?
[CUSTOMER][NEUTRAL] Uh, I think that'll do it.
[AGENT][POSITIVE] Well, hey, it's been a pleasure, [PII], and if you need anything else please give us a call, OK?
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] My pleasure. Thank you.