AccountId: 011433970860
ContactId: 9b75e15b-11c0-487c-9f47-bfe3128f77f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 799510 ms
Total Talk Time (AGENT): 393502 ms
Total Talk Time (CUSTOMER): 422587 ms
Interruptions: 8
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/9b75e15b-11c0-487c-9f47-bfe3128f77f6_20250501T18:50_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, good afternoon, [PII]. Um, yeah, I am kind of the um new to your, uh, internet site and need a little assistance with, um, downloading a, a disability forms, uh, a short term disability.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, you, yeah, yeah, can you hear me? Yeah, yeah.
[AGENT][NEUTRAL] Uh-huh, yes, sir.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'll turn that up a little bit, yeah, so like I said I'm new to your site and um your website and I need a little assistance with downloading the short term disability form.
[AGENT][NEUTRAL] OK, so you're needing to find out where to locate the short term disability claim form, is that correct?
[CUSTOMER][NEUTRAL] Yeah, right, right, I'm kind of limited.
[AGENT][NEUTRAL] Yes, sir. OK, I can help you with that. Sure. And who am I speaking with, please?
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][NEUTRAL] Yeah, yeah, sure. My name is [PII] Last name is [PII].
[AGENT][POSITIVE] OK, thank you. Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] Group member, um, yes, so that's area code [PII].
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][POSITIVE] Uh, sure, and I get that for you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right, sure, that's uh 806-073-13.
[AGENT][NEUTRAL] OK, is that your member ID number?
[CUSTOMER][NEUTRAL] Uh, I thought it said policy number on the card that they faxed that they sent me via email, um, yesterday. It says policy number.
[AGENT][NEUTRAL] And who are they?
[CUSTOMER][NEUTRAL] OK, um, well, that's part of the BG BG staffing, um, incorporated that's what it says.
[AGENT][NEUTRAL] OK, so that's not gonna be correct. What is your full social security number, Mr. [PII], so I can look up your information?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh, OK, what?
[CUSTOMER][NEUTRAL] Oh, OK. Well, you got a little concerned now. I'm sorry, what was your name? Your name?
[AGENT][NEUTRAL] My name is [PII]. I'm with American Public Life.
[CUSTOMER][NEUTRAL] OK, [PII], so.
[CUSTOMER][NEUTRAL] OK, so they sent me that, um, with the APL, yes, uh, I just printed it off my my printer, and it does say the policy, you know, number, you know, BG staffing Ruben Valentine coverage policy numbers. So you mean to tell me if I put this in my wallet, it's no good got me a little concerned.
[AGENT][NEUTRAL] Well, you said the the policy number is 806-07313?
[CUSTOMER][NEUTRAL] Uh, no, so I, I guess we can start over there, right, well, OK, sure. So, so you.
[AGENT][NEUTRAL] Yes, that's what
[AGENT][NEUTRAL] Well, where did that number come from?
[CUSTOMER][NEUTRAL] So, so I read, so I, yes, I read it wrong. Are you ready to try it again?
[AGENT][NEUTRAL] What is that number?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I read it, I read it wrong. OK. So here we go. Listen up and I'll make sure I speak. [PII].
[AGENT][NEUTRAL] OK, that is a valid number.
[AGENT][NEUTRAL] So one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so Mr. [PII], I will need to verify several things with you first, for security and any information provided would be a verification of benefits and not a guarantee of payment. So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh, sure, that's [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] Crazy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, sure, [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you does match the one you gave me, so that is the best number that we should have for you, is that correct?
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][POSITIVE] OK thank you and lastly your email address.
[CUSTOMER][NEUTRAL] If we were to lose um contact, it is a cell phone if we were to lose contact, would you be able to call me back or or?
[AGENT][POSITIVE] Yes, sir. I can.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK, great. OK, great, um, I'm sorry, in the last.
[AGENT][NEUTRAL] That's why I got your phone number up for, yeah, that's why I got your phone number initially, so if I could needed to, I could call you back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh OK, good, good, OK, and your last question was.
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh sure, that's [PII], please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you so much for verifying all of your information. OK, so the, you're gonna be filing a disability policy, is that correct? Or a disability claim?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, so you have a different policy number than the one you gave me. That policy number that you gave me a moment ago, that's for your hospital indemnity plan.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] I, I see.
[AGENT][NEUTRAL] Your disability policy has a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, Mr. [PII], have you set up your profile yet in our portal called the online service center?
[CUSTOMER][NEUTRAL] I think I just did, you know, as far as write my, you know, name and then my email, you know, created my password, etc. a few, few minutes ago that that's.
[AGENT][NEUTRAL] OK, you did do that, OK, because you can upload your claims information through that portal as well and I actually do have a user guide for the portal that I would be happy to email to you if you would like that gives you some additional information on how to upload documents.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Into your portal as well.
[CUSTOMER][POSITIVE] Uh, yeah, that'd be great.
[AGENT][NEUTRAL] OK, so I'll do that as soon as we get off of our call, but in your portal you can see all of your active policies that you have with APL and it does list all their policy numbers. So your policy number though for your disability policy.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's going to be 02.
[AGENT][NEUTRAL] 60.
[AGENT][NEUTRAL] 73.
[AGENT][NEUTRAL] 15.
[CUSTOMER][NEUTRAL] OK, sure, I'll, I'll repeat that back 02607315.
[AGENT][NEUTRAL] Yes, sir, that is the disability one. Uh-huh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so are you on the APO website now?
[CUSTOMER][NEUTRAL] Uh, yes, I am, and um I, I did manage to get right to the claims and forms um I think one of your one of your associates mentioned that to me the other day that's where I would go, right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh. And.
[AGENT][NEUTRAL] Right? Once you click on claims and forms, you're gonna scroll down the page about.
[CUSTOMER][NEUTRAL] Oh, sorry.
[AGENT][NEUTRAL] Middle ways and you're gonna see in large forms and policy change documents.
[CUSTOMER][NEUTRAL] Yes, I'm, yeah, yeah.
[CUSTOMER][NEUTRAL] OK, I'm gonna see.
[AGENT][NEUTRAL] Just below that it says filter by product with a little green arrow, click that and click disability.
[CUSTOMER][NEUTRAL] OK, OK, I'm looking.
[CUSTOMER][NEUTRAL] Sure, I'm looking, sure.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And then once she
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I don't think I found it yet. So, um.
[CUSTOMER][NEUTRAL] I'm gonna make sure I understand what you said, um, since it's my first time on the site, so yeah, so I, so I'm, I'm scrolling down you see file claims online 24/7 register on uh I don't know if you're looking at it yourself, um, OK.
[AGENT][NEUTRAL] Keep going. Well, no, just come on the, uh, come under that. That should talk about paper form or fax.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you should see where it says claim forms and policy change documents.
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] OK, I'll look for that.
[CUSTOMER][NEUTRAL] Yeah, I see that.
[AGENT][NEUTRAL] All right. In the box where it says filter by product.
[AGENT][NEUTRAL] Click on the green arrow.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And then you're gonna click on the word disability.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You see that?
[CUSTOMER][NEUTRAL] Uh, yes, I do. I'm taking a little note of that, OK, and alright, click on that, click on that, yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, uh huh, so once you click on the word disability you should now see on your screen short term disability claim form and out to the right it should be a blue but there should be a blue button that says download form.
[CUSTOMER][POSITIVE] OK, yeah, I see that. Great. Go ahead and do that.
[AGENT][NEUTRAL] And you just click on the download form and that should open up the the complete disability claim form and page one of that form, Mr. [PII] does have all of the instructions.
[CUSTOMER][NEUTRAL] Which will go to my, uh, you know, my laptop, um, you know, uh, form, form section.
[CUSTOMER][POSITIVE] Or it was saved to my laptops.
[AGENT][NEUTRAL] Mhm. If you, well, it will open up and then you can save it if you want to. I mean, you can save it to your compu mhm.
[CUSTOMER][NEUTRAL] Is that what you're OK, OK.
[CUSTOMER][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] But it will, and then page one gives you the instructions for completing it and the different, you know, cause there is a section for you, your employer, and your physician.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then um once you have all of the information together, you can upload that directly into your portal.
[AGENT][NEUTRAL] And again I am gonna go ahead and email you the user guide for the online service center and that email that you're gonna receive will come from [PII] team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Could you repeat that please? Did it come from?
[AGENT][NEUTRAL] [PII] team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and I will put APL online service [PII] portal in that.
[AGENT][NEUTRAL] Subject line for you as well, so you can recognize that.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, right, right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, um, yeah, no, that's, this is, this is very helpful. So, so, essentially, you know, in summary here, you know, I, I'll fill out all the, you know, everything here in, in the gray boxes and then take what I need to my, so print it, take it to my physician, which I do have an appointment later today and their employer or fax it to them whichever.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I talked to one of them yesterday says, well, I don't think we need that. I think she was new with them though, so maybe she doesn't understand. She, they will need this.
[CUSTOMER][NEUTRAL] And um when I told her when I told her, you know, I was gonna be filing, um, she says, oh no, your word is good enough. I said, no, I think it so right, so I will have to, I'll call them back and let them know, no, you will need this, uh, and, and how can I get it to you, right?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, sir. Yes, we do, we, and because all three sections are required, um, on that initial submission.
[CUSTOMER][NEUTRAL] Right, right
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, right, um, it's, it's quite, it's quite, you know, you got like 8 pages here, so, so I don't know if I'll, yeah, great, great, so, um, [PII], so I don't know if I'll get it done in time. I don't know if I'll get it done in time to see my physician today. um, I'll let them know my position that I'll be returning it, you know, to their front desk, um, so I, I, I'll come back, fill it out.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And then I'm, I, I'm trying to get your opinion just let them know today that I'll be bringing it back for her to to.
[CUSTOMER][NEUTRAL] For them to do their part, is that.
[CUSTOMER][NEUTRAL] Is that is that is that something they write in or is that something they they need to, you know, they can do online or?
[AGENT][NEUTRAL] No, so they'll, they, they typically most providers have people that specifically will work with, with such type, you know, disability or like if you were on FMLA that handles that type of thing, so they're very familiar in how to, how to complete it. But no, sir, you, you can just take them the pages for the physician section of the claim form.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] If you would like, so you know, it doesn't have to all be ideally we could get it all back together. So I mean, you know, at the same time, but if not they can, it can all be faxed back, but we just have to have all three sections, yours, the employers, and the physicians before we could review and process the claim fully.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, OK, I'll explain that to them like you said they probably already know that, um, OK, um, alright, uh, very good uh [PII], so, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] An employer I'll put that down.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's the employer. OK, I'll make sure I re, uh, circle back to my employer and let them know, no, I'll be sending it over or delivering it, which, whichever, um, OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything else that I can help you with at the moment, Mr. [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Uh, no, no, I think that's gonna do it and I think I have the steps down in case I have to come back to the page, so I appreciate it, um.
[AGENT][NEUTRAL] And I tell you what, and I'm gonna go ahead and just attach one of the disability claim forms to your email with that user guide as well just so that you'll have it there also.
[CUSTOMER][POSITIVE] Oh, OK, as well, OK, great, great, that. OK, OK, I really appreciate it. We'll, we'll get this over to you guys as soon as possible, right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well you
[AGENT][POSITIVE] All right, Mr. [PII]. Well, if you have any other questions, please give us a call but I enjoyed speaking with you today. Thank you for calling APL and I hope that you have a very nice and safe afternoon.
[CUSTOMER][POSITIVE] Yeah, same to you now, thanks, thanks for your help.
[AGENT][POSITIVE] OK. Yes, sir, and thank you. You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.