AccountId: 011433970860
ContactId: 9a1b832a-f9f8-4264-87ac-e2733d6831ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1159760 ms
Total Talk Time (AGENT): 348634 ms
Total Talk Time (CUSTOMER): 860607 ms
Interruptions: 10
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/9a1b832a-f9f8-4264-87ac-e2733d6831ce_20250516T17:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yeah, good morning, afternoon, [PII], um, wanted to get a little information on filing my claim. I had a couple questions. Could you help me with that?
[AGENT][NEUTRAL] Yes sir I can help you with filing a claim may I please get your name and your call back number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yeah, let's do that because I, I called one of the other uh associates and it didn't somehow or another lost the number. So, so that'd be great if you can take my number. My name, yeah, yeah, no problem. My name is, yeah, sure. My name is [PII] Last name is [PII] and the telephone number when you're ready.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] I'm ready, sir.
[CUSTOMER][NEUTRAL] Yeah, sure, it's area code [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And then what is your policy number, sir?
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][POSITIVE] In case we get disconnected, um, yeah, that, yeah, great, you can call me back. I really appreciate it that number is 260-731-5.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And you, you said your policy number was 2607135?
[CUSTOMER][NEUTRAL] Um, 2607 0 no um 2607315.
[AGENT][NEUTRAL] OK, 2607315. OK, let me look that up.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, got you pulled up right here, Mr. [PII]. What is your date of birth?
[CUSTOMER][NEUTRAL] Uh, sure, [PII].
[AGENT][NEUTRAL] Thank you. And then I'll also need your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Oh, OK, sure, um, that's excuse me, that's [PII], um and my email is um [PII].
[AGENT][NEUTRAL] Yes sir, and then I see that um the phone number you gave me to call you back on is that your cell phone number sir?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. I appreciate you verifying your policy for me.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, so you need help filing a claim. Um, how far have you gotten? Have you gone to the online service center yet?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, yes, I got all the information from one of your associates, a while back, a few weeks back, um, so like I, I'm mentioning my, um, my physician's been kind of dragging their feet. I'm gonna get by there today and see if I can just pick it up. They mentioned they were gonna fax it over, but I checked with one of your associates, and they said, no, we haven't received it yet, so I'll get by there and see if I can just do it all in one pack and and see, see, see what's going on with them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um, because that's holding up my payment, you know, like, like, come on guys, so, um, nevertheless, you know, so, so, so yeah, I had, I had did all this, you know, prior, you know, a while back, so hopefully everything is, uh, gonna be OK, um, you know, right when, um, my physician told me that, you know, I needed some time off to kind of heal from a procedure, um, back in, back in April now, um.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] So, so, nevertheless, uh, the part is the part about the employer, the policy holder, my employer, I was wondering, is that something that I get, you know, get them the website or do I get that form over to them whether that be hand deliver or send, you know, send it via fax or whatever so they can fill, fill their portion out or how does that part work?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] It's smart, right.
[AGENT][NEUTRAL] You either hand deliver it to them or you can if they'll fax it and um send it back to your email so that you can upload it that will work also just so long as we have that filled out by them.
[CUSTOMER][NEUTRAL] OK, right.
[CUSTOMER][NEUTRAL] OK, got, got it, um, I, because I wasn't sure if that's something they're used to. Oh, we have that on our, you know, since they work with you guys as their third party if they should already have that, the administrator or if that's something I should probably, uh, make sure I get to them. What's your thoughts on that? Is that, you know, is that something that they should already have or?
[AGENT][NEUTRAL] I think that's something well, I'm the kind of person that if I don't do it, it's not gonna get done so at least if I do it I know it was done. So I would think for your own peace of mind, go ahead and take it on over to them and let them fill out their portion of it that way you know it's being done.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] That's what, and that's just a personal, that's just my own personal feeling.
[CUSTOMER][NEUTRAL] Right, yeah, as you see I.
[CUSTOMER][POSITIVE] I agree.
[CUSTOMER][NEUTRAL] Because as you see, my, I'm gonna have to do that today for my position or taking it, right, so sometimes you just have to uh just take it in your own hands, you know, I, and I've been, uh, I was, I, I was kind of delayed on this and it's been, it's been, you know, not, not good. Come on people. So, um, so yeah, OK, very, very good. I'll reach out to them and see, you know, how I can either like you said, uh.
[AGENT][NEUTRAL] Yeah, grab those reins.
[AGENT][NEUTRAL] Mm, yes, sir.
[CUSTOMER][NEUTRAL] Uh, fax it to them or take it hand delivered. I've never been to their office. I, it's kind of a third party BGSF, and I, you know, they just kind of rent me out to different, right, right, so I know, but we'll, I'll figure all that out, how, how to get it to them. I'm, I'm sure hopefully they'll work, hopefully they'll work with me on that, on that, OK, OK, and yeah, hopefully, um, and then it, and as far as let's see, next question was now, um.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes, sir. OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So, so I see the the the little steps there where you can upload the files and you know I, I've already completed my portion and it's, you know, um, now I didn't know I wanna make sure clarify that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You know, now fortunately, you know, one of your associates had sent me some a while back, um, you know, the, the, the 8 page form, um, and because when I went to look for it on the APL site.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, I didn't see it, um, you know, but I see the upload file. I have my, I have the site open right now. I see the upload file, a little green box. So essentially I guess I, I need to either scan that to my computer, which I can do, um, to upload the files, or I can, or another thing is of course I could go by, you know, my, my local, uh, uh, FedEx and and fax it over. Is that is that another option?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir, you can fax it to us. Um, let me give you the fax number.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, couple options, OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. And you just let me know when you're ready.
[CUSTOMER][POSITIVE] Yeah, I'm ready. Sure.
[AGENT][NEUTRAL] OK, the fax number is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] OK that that's so that's another option um but I wanted to clarify that because because it doesn't seem like I should have to have you guys help me with that portion. Luckily they sent me those forms because when I went to open up and you know at the top of the page of my uh you know page online.
[CUSTOMER][NEUTRAL] And it says claim forms. When I pulled that open, the only thing I saw, the only thing I saw was the booklet, you know, explaining or, or, you know, explaining, you know, that particular claim that I was looking at the disability claim I didn't see those eight forms, you know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So when you go into claims and forms, it directs you straight to our website and the short term disability claim form is on page 2.
[CUSTOMER][NEUTRAL] Um, so maybe, maybe there's.
[AGENT][NEUTRAL] If you need another
[CUSTOMER][NEUTRAL] OK, I'll click it in.
[CUSTOMER][NEUTRAL] I'll click it now. Maybe I just didn't understand that, you know, if you don't mind if you can hold a little longer, yeah, OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Yes, I don't mind at all.
[CUSTOMER][MIXED] Oh great, appreciate that. Maybe I'm just not doing it right or.
[CUSTOMER][NEUTRAL] OK claim forms and.
[CUSTOMER][NEUTRAL] Or you know that opens up and you know got the different menus on top about solutions products then to your right you have claim forms, claim status and sign in or.
[AGENT][NEUTRAL] Right click on that claims and forms again.
[CUSTOMER][NEUTRAL] OK, I don't need to sign in because I think I've already done that.
[AGENT][NEUTRAL] Above the
[AGENT][POSITIVE] Yes sir, click on the claims and forms, yes, you're correct.
[CUSTOMER][NEUTRAL] Correct, uh, uh, OK, OK.
[AGENT][NEUTRAL] And then when you scroll down you'll see there's page numbers about midway through.
[CUSTOMER][POSITIVE] OK great.
[AGENT][NEUTRAL] If you go to page 2.
[CUSTOMER][NEUTRAL] OK, one.
[CUSTOMER][NEUTRAL] OK, I'm doing that scrolling OK, claims and forms.
[CUSTOMER][NEUTRAL] Um, OK, mm, OK, let's see here, yeah, I got accident claim form authorization, OK, OK, continue to scroll down here.
[CUSTOMER][NEUTRAL] Page 2. OK, I see that now.
[AGENT][NEUTRAL] It's gonna be the 7th 1 down.
[CUSTOMER][NEUTRAL] In there
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I see it now short term disability claim form. So, so now what you would do is download the form or would you?
[AGENT][NEUTRAL] Yes, sir, you would download the form.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And that would put it on, on your computer for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK, well I've already done that, you know, with the help of one of your, you know, they sent me the form, you know, but now in case I ever need it again I'll know how to do it so I saved it to my computer, you know, one of your, they sent it via email, one of your associates.
[CUSTOMER][NEUTRAL] So that's the same thing, right? And and I saved it to my.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But, but I, I just wanted to learn how to do it myself in case in the future so right, so, so now I understand, OK, um.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Not like you think I should do it again. Oh, I can, I don't think I need to do it again because I say your associate sent me the uh uh via email and I saved it to my, you know, to my computer.
[AGENT][POSITIVE] Good deal.
[CUSTOMER][NEUTRAL] Uh, and filled it out, yeah, OK, OK, you're just, you're just showing me in case I need it in the future you, you like you, so, so you click it, it would download and then you could go ahead and, and, um, fill it out. Now there is a part, part that I noticed that was not letting me, uh, which I understand, so I believe you have to print it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So there's a portion where it needed me to sign and and that wouldn't let me um so I guess that's why you have to print it, you know, all 8 pages and then.
[CUSTOMER][NEUTRAL] And then um and then scan it or either fax it over to you guys is that correct or or OK yeah.
[AGENT][NEUTRAL] That is correct. If you scan it, then you can upload it in the online service center.
[AGENT][NEUTRAL] And if you don't have that capability.
[CUSTOMER][NEUTRAL] Well well, sign it. Yeah.
[CUSTOMER][NEUTRAL] Uh-huh, I mean you have to sign with a pin though, right? Because it wouldn't let me do that, right, and then, and then scan it back and then, yeah, go ahead, I'm sorry you said upload it up yeah go ahead you were saying.
[AGENT][NEUTRAL] If you don't
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Oh bless you, you're saying.
[AGENT][NEUTRAL] If you thank you if you don't have the ability to scan it back to your computer after everything's filled out, then you do have the option to send it in by fax.
[CUSTOMER][NEUTRAL] OK, OK, I understand now that one portion though you, you, you know, you can't, so you have to print it, sign it, you know, even though you can type in everything else, but the sign part you have to do it right, and then, and then upload it back to you guys and OK, now if I was to upload, if I was to upload it back, um, I guess there's a three step thing there you hit the green and then and then you just upload it and then it goes right to you guys or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you.
[AGENT][NEUTRAL] After you, after you upload it, then you'll click on submit.
[CUSTOMER][NEUTRAL] If I was to do it through my.
[AGENT][NEUTRAL] And then once you submit it, you'll get a confirmation number that we've received it.
[CUSTOMER][NEUTRAL] I see, OK.
[CUSTOMER][NEUTRAL] I see. OK. OK, so that's, so that's an option as well. If I wanna save myself a trip, save myself a trip to, to wherever, uh, like, uh, FedEx or whatever to use their equipment, you know, OK, I, I can do it from home possibly. OK, um, very good, [PII]. I'm sorry, your name was, uh, sorry.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] My name is [PII], it's [PII]
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] OK [PII] yeah Mr. [PII], appreciate all your help. Um, let me see if there's any more questions. I I think that was now I did have one question on, um, because you know I did talk to my, you know, the employer a while back letting him know that had a procedure and I was gonna take some time off, but I didn't, I didn't go into details, um, you know, I know that I know there's HEPA right, HEPA rights and these things now is that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, should I forward, you know, when I pick up the paperwork from my position, is that something they need or or can I just give them the basics of what?
[CUSTOMER][NEUTRAL] You know, do I have to go in every detail, every detail, or I don't know.
[AGENT][NEUTRAL] I wouldn't think so. I think you can just give them something from your physician letting them know that you're going, the doctor is telling you to take this time.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Right, right, and if you know that's fine if it's explicit then that's, that's fine or maybe I can tell the physician. I don't necessarily want, want them knowing all my details, um, you know, I, I don't know, um, it, it's, it's, it's not a big thing. I had to have a pacemaker, um, redone.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Um, between you and I, um, I had it for 10 years, so, um, and they had to, you know, this and that and there's not a little bit of complications, and, um, so yeah, I'm recovering from that, right, you know, this and that, they, they wanna, you know, recheck me in a little while, in a couple months to make sure things are, uh, doing better because yeah, they had noticed a little drop off, um, as far as my heart goes, right, so that's what I'm, you know, because then.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Well, I'm glad that they fixed your ticker for you. We got you ticking again.
[CUSTOMER][NEUTRAL] Yes, me too, thank you, thank you very much. So, so, so, so I guess, I guess what I'm saying is I'm a little shy on that. Yeah, thank you very much to a little shy on that because hopefully my employee wouldn't hold that against me like I said, I don't, they don't know that, um, you see, right, um, so uh that's what it's kind of a sensitive situation, uh.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] You have any suggestions on that? I mean, I mean, I guess I just have to roll the dice and see if hopefully if they have to have that portion and see.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Yeah, I would, um, definitely.
[AGENT][NEUTRAL] If you wanted to and then.
[CUSTOMER][NEGATIVE] Hope they wouldn't hold that. Well, we don't want, yeah, yeah, go ahead.
[AGENT][NEUTRAL] If you didn't want them to know your business, I would definitely do like you said and let your physician know. And then maybe he can just send something stating that you need to be off work this length of a period of time. I don't, I don't know how all of that works on the other side of it. Um, but maybe if you can just vocalize like you said to your physician that you, you wanna keep it as private as possible.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Right, get some more big.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] Sure, sure, right, uh, with all the different things now that happens and all that, OK, OK, uh, very good, very good. OK, [PII], well, you've been a great help. We'll go ahead and finish this up, you know, like I said, they've been dragging a piece. I'll get over there today, you know, because I need some payments. I get over there today and get that like, what's going on guys? Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, OK, very good, uh, very good, um, OK, well, well, [PII], there, there was a question about this because I did talk with my, um, uh, the third party, well, I guess the second party, um, which is, um, uh, benefits in a wallet, um, benefits in a card, uh, and, um, when I talked to them initially, you know, at the end of April they said, yeah, OK, you're totally, um, good because I had work for the employer, you know, did some work for him.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, 20 hours or more of that week, 30 right before I take my procedure on the [PII], and so when I try back, you know, just to kind of catch touch base when they say, well, it looks like, you know, um, that may have expired since you haven't worked in a couple weeks, um, even though I went on and made the payment out of my pocket, um, so that's the only thing I'm concerned with, uh, um, and, and I'll let the physician know well you guys held up so long now things are getting.
[CUSTOMER][NEUTRAL] But hopefully we can post date to show that that I that I was eligible um I'm a little concerned about that um.
[CUSTOMER][NEGATIVE] The position took so long.
[AGENT][NEUTRAL] Well, looking at your, right, looking at your policy right now, um, your policy is active. So that's, that's good. It's still active at this point.
[CUSTOMER][NEUTRAL] this
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] OK, maybe I can just tell the pos physician, make sure you post it, you know, for whenever it was. I think it was the [PII] or why, you know, because I was still on the books as far as 20 hours a week, you know, because I had just worked for them, you know, and I had to take some time off to get that procedure and hopefully we can work it all out, you know.
[AGENT][POSITIVE] Yes, sir. I hope you can.
[CUSTOMER][NEUTRAL] Is, is
[CUSTOMER][NEUTRAL] Right, mhm. You don't have any suggestions there as far as post dating it or because they took so long, yeah.
[AGENT][NEUTRAL] No, I, no, I don't. Um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] That would be something that you would have to speak to human resources about because they send us the payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, well, I thought you guys sent off the paper, but
[CUSTOMER][NEUTRAL] Um, APL, right? Well, well, why did you say? Why did you say human resources? You meant.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Because through benefits in a card they're they're the ones that send us the payment. We don't take payment um from your checks or anything like that. The payment is sent in to us from benefits and a card, so I'm not sure how their procedures are or how they go about doing that, but they send us the payment every month or you know whatever we.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I see. Oh.
[CUSTOMER][NEUTRAL] Uh, right, OK, OK, well, hopefully, well, you know, I'll be able to explain that with my physician that, that, um, I was eligible because they told me I was eligible at the, at the time and I just let my position takes so long to get it back to me, her nurse, um, so hopefully we can work all that out where, right, where I still get my pick, right, hopefully. OK. OK, [PII], well, great, we'll, we'll, we'll do. OK, well, thank, thank, thanks a million. Yeah.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're very welcome, sir, and I hope you get healed up and back to work soon.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Well thank you so much. OK, [PII], have a great weekend.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You have a blessed one too and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, bye bye bye.
[AGENT][NEUTRAL] Bye-bye.