AccountId: 011433970860
ContactId: 9bc251d0-5c96-4597-bd1c-b21a250536be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 507500 ms
Total Talk Time (AGENT): 266013 ms
Total Talk Time (CUSTOMER): 184872 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/9bc251d0-5c96-4597-bd1c-b21a250536be_20250210T16:42_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] Hi [PII], my name is [PII].
[CUSTOMER][NEUTRAL] I worked for Quantech over in [PII].
[CUSTOMER][NEGATIVE] I have insurance with you guys and I need to file a claim and I don't know what to do from here.
[AGENT][NEUTRAL] OK, well, I can definitely help you with filing a claim. And Mr. [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] I don't have the policy number either.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my phone, my phone number is [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Thank you for that. And may I have, I can look the policy with your social if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You need the whole social security or just the last 4?
[AGENT][NEUTRAL] The it would be the whole social to search it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, I'm trying to think of it.
[CUSTOMER][NEUTRAL] God damn it. Well, I can't think of my [PII].
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] OK, here we go. And this is for your, um, you have the short-term disability with us, the accident and critical illness, which policy were you wanting to file a claim under?
[CUSTOMER][NEUTRAL] Uh, I guess, I hurt my back, so how would you call that?
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] You hurt your back and you're out of work.
[CUSTOMER][NEUTRAL] Uh, yeah, I was at work when I hurt my back, yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So are you like trying to file a disability claim like to get paid while you're out of work? OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so let me go to your disability. Hold on one second.
[AGENT][NEUTRAL] So I have you here, Mr. [PII]. Can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Today is my birthday [PII].
[AGENT][POSITIVE] Well, happy birthday.
[CUSTOMER][NEUTRAL] Yes, what else do you need?
[AGENT][NEUTRAL] Your, um, mailing address and your email address.
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] Myrtle Ben.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So to file a disability claim, um, you're going to need 3 things. You'll need your short-term disability claim form.
[AGENT][NEUTRAL] You can find the
[CUSTOMER][NEUTRAL] I don't have one of them.
[AGENT][NEUTRAL] OK, um, you can either get that on our website or I can email you a copy.
[CUSTOMER][NEUTRAL] Email me one. I'm not a computer guy.
[AGENT][NEUTRAL] OK, what's
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] So [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I've added that to your policy. So I'll go ahead and email you the claim form. So on your claim form, it's gonna be 3 parts. There's a part that you fill out, there's a part that your doctor fills out, the doctor that's taking you out of work, and there's a part that your employer is going to fill out. Once all 3 are received, then the examiner can start processing um the claim for for your payout.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So for your policy, your benefit will be $3000 a month.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, your first payment is going to be shorter because it has the elimination period. Elimination is, um, for your policy it is 14 days that the policy is not paid for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, or, or that I should say 14 days that the policy doesn't pay out for, and then all the other day, all the other payments will include
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That 14 days just that first um claim payout. And then there's a portion on your farm.
[AGENT][NEUTRAL] When you see it on the first page, it's gonna say continuation. The continuation portion needs to be filled out each month and sent into it so we can start processing the next month.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If your doctor, uh, oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, I need a policy number. I don't have my policy number.
[AGENT][NEUTRAL] OK, you want me to put that in the email as well, or you want me to give it to you now or both?
[CUSTOMER][NEUTRAL] You can, you can, or you can give it to him and now I got paper and pencil in front of me.
[AGENT][NEUTRAL] OK, so your policy number is 248.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 4608.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, and I'll put that in the email also for you.
[CUSTOMER][POSITIVE] Appreciate you.
[AGENT][POSITIVE] You're very welcome. Well, was there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEGATIVE] No, actually, I started to not to even call you guys, but the back is just killing me.
[CUSTOMER][NEGATIVE] Yeah, I thought it would be something that, that uh uh blow by, because it's been a week, you know, that it happened, and it ain't really getting no better.
[AGENT][NEUTRAL] Oh yeah, well
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] Well, definitely, you're paying for the insurance, so you should, you should definitely use it.
[CUSTOMER][POSITIVE] Yes, ma'am. That's the best news I heard all day.
[CUSTOMER][NEUTRAL] All right, well
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Talk to me.
[AGENT][NEUTRAL] So I'm gonna go ahead and send it over to you. If your doctor, um, because he's gonna ask for the date that your doctor says you're coming back to work. If for any reason you're extended, you'll just have to fill out that um doctor's portion again and have the doctor put whatever the new date is. Um, your, your short-term visibility, um, the max that you can be on is up to 6 months, um, at a time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] I hope it don't happen.
[CUSTOMER][NEUTRAL] I ain't used to being, I ain't used to hurting.
[AGENT][POSITIVE] But it's OK. At least you have the means to take care of yourself and do it with some income coming in. So go on and take a break.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] All right, well, I appreciate you. Thank you very much and I think I got everything I need.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Alrighty, Mr. And.
[CUSTOMER][POSITIVE] Oh, you know what? Oh, you're gonna email me, don't worry about it. I was, I, I was gonna write the name of the company down, but you're gonna send me an email. I get it off of that.
[AGENT][NEUTRAL] The farm
[AGENT][NEUTRAL] Oh, yes, sir. It'll have and it'll have the ways you can file a claim. Oh, there's 3 ways that you can file a claim. You can mail it in, you can fax it to us, or you can do it online. Um, which one do you think you'll be using?
[CUSTOMER][NEGATIVE] I have to talk to my wife. She's the boss on money. When, you know how you women is, when money is involved.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] We gotta make sure everything's all right.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Yeah, yeah, so she probably gonna do it the quickest way she could.
[AGENT][NEUTRAL] OK. Well, all the options will be in that email for you, so she can pick whichever one she wants to do.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're very welcome, Mr. [PII], and again, thank you for calling APL. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that's about it, uh, and your name was?
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, well, thank you for calling APL and I hope you have a great birthday.
[CUSTOMER][NEUTRAL] Well, I'm gonna try send the two of them and went.
[CUSTOMER][NEUTRAL] 72 today.
[AGENT][POSITIVE] Yes sir, you made it.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Alright thank you dear.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.