AccountId: 011433970860
ContactId: 9d3ba69e-704a-427d-b11a-cff9e2adf221
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 909690 ms
Total Talk Time (AGENT): 282744 ms
Total Talk Time (CUSTOMER): 298646 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/9d3ba69e-704a-427d-b11a-cff9e2adf221_20250501T17:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. um, I've been off work on an injury for a little over a year now, and I know the, the benefit paid up to a year, but my wife, I don't typically do the banking stuff she said we stopped getting a check quite a while ago and, and, uh, she wanted me to call to find out um what was going on and what I needed to send in the.
[CUSTOMER][NEUTRAL] Uh, you know, get it finished up.
[AGENT][NEUTRAL] OK, um, well, I can definitely take a look at the policy and see what's going on with the um disability payments. And Mr. [PII], may I have a good contact number in case we're disconnected and um your policy number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, my contact number is [PII].
[CUSTOMER][NEUTRAL] And let me find the policy number.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm sorry, hold on, I just, I have uh checks and stuff, but let me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the policy, OK, uh, let's see, check date, check number policy number here it is uh 02362568.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You want a claim number too?
[AGENT][NEUTRAL] Oh no, it's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, date of birth [PII]. Mailing address is [PII]. And what was the last one? Oh, email it's uh [PII].
[AGENT][NEUTRAL] Your email mhm.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And is it alright if I place you on just a brief hold while I take a look at the policy?
[CUSTOMER][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] Alright, thank you. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So, it looks like the payment that was received um back in [PII], that was actually the last payment for the, for this claim. Um, hold on, let me go back to that.
[CUSTOMER][NEUTRAL] Why is that?
[AGENT][NEUTRAL] Because of the return to work date that was listed, um, it says the payment this payment completes your claim for this occurrence. Benefits have been paid to the date you you were released to return to work.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, I was never released.
[CUSTOMER][NEUTRAL] I'm, I'm still on um like I'm still on um.
[CUSTOMER][NEUTRAL] Uh, CTD
[CUSTOMER][POSITIVE] Separate and totally disabled.
[CUSTOMER][NEUTRAL] Yeah, I was never released back to work.
[AGENT][NEUTRAL] So was there, OK, so hold on one second.
[CUSTOMER][NEUTRAL] Yeah, I've been off since uh the last day of [PII]. I had surgery in [PII], I'm sorry, [PII] on [PII] [PII], and then I've been off work ever since.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK. Let me take a look at this. And then also, did you
[CUSTOMER][NEUTRAL] Yeah, my last day worked with.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] No, I, uh, I said go ahead, go ahead.
[AGENT][NEUTRAL] I'm sorry, and I also, I'm looking at this claim, so I can, I'm pulling up the documents so I can um look at everything on there, but also the policy is no longer active.
[CUSTOMER][NEUTRAL] Did I
[CUSTOMER][NEUTRAL] Right, because I've retired since then but I have been out of work, um, all the way through the end of March of this year, so I was still active until the end of March but we stopped getting checks I don't know when was it, uh, September you said?
[AGENT][NEUTRAL] Mhm. Well, the policy um terminated on [PII], but if this claim, this claim was filed before, so we would have still paid out. Let me um pull up these documents and see what the return to work date was on there. Was it extended?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, oh yeah, they got, they then they get extended about every 6 weeks, so maybe that's all the information you guys need is.
[CUSTOMER][NEUTRAL] That, but I don't, I don't know why it.
[AGENT][NEUTRAL] OK, when they extended the disability, did you send that into us so we know to keep paying?
[CUSTOMER][NEUTRAL] Didn't go, you know.
[CUSTOMER][NEUTRAL] I believe I did, yeah, I was doing it every time I had a follow up appointment, so, but I don't know, maybe it didn't get received or something and then like I said, she does all the banking stuff and I didn't realize the checks had stopped and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She just said hey you know we.
[CUSTOMER][NEUTRAL] We, you know, so.
[AGENT][NEUTRAL] She noticed it. OK, let me pull up this claim and see, um, let me do some digging. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh no, no, go ahead, but yeah, I, I retired, I did retire at the end of March, so I know that uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know the payroll stuff stopped going to you guys at the end of March.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I just got my first retirement check yesterday, so.
[AGENT][POSITIVE] Well, congratulations.
[CUSTOMER][POSITIVE] Oh yeah thank you feels good actually.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Is this uh OK, let me take a look at these documents and then I will be right back on the line, OK?
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, wait a sec.
[AGENT][NEUTRAL] Do
[AGENT][NEUTRAL] Where is the physician's farm?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what does this card?
[AGENT][NEUTRAL] They we actually paid to the
[AGENT][NEUTRAL] End of September for real.
[AGENT][NEUTRAL] Give them 10 extra days. Uh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Alright, so what's this 188, let me put that down so I know where to go back to.
[AGENT][NEUTRAL] And then the one after is.
[AGENT][NEUTRAL] This one?
[AGENT][NEUTRAL] Is there a return to work date on there?
[AGENT][NEUTRAL] This is the insurance statement.
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] So he was already advised of this.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Certainly no agent staff. Goodbye.
[AGENT][NEUTRAL] OK, hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, thank you so much for holding. So I just went through the claims. Um, OK, so on the claim that was submitted back in [PII], on there, it does list that the return to work date is [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Um, which is why it paid up to.
[AGENT][NEUTRAL] [PII]. Now, if there was an extension, um, we would just need the attending physician form with the updated return to work date if you have that, um, but you're retired now.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I have all the extensions all the way through to current because I, you know, I still see them and I'm still TPD so I think it would stop paying what in.
[CUSTOMER][NEUTRAL] February anyways right? or April, no February March.
[AGENT][NEUTRAL] Let me see how long
[AGENT][NEUTRAL] How long your policy, uh, how long you can be on there for this policy? Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the last one you got was [PII]?
[AGENT][NEUTRAL] No, that's the last claim that had the doctor's part on it.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] The other ones were like your continuation.
[CUSTOMER][NEUTRAL] Yeah, I'll OK I.
[CUSTOMER][POSITIVE] Yeah, I have the continuation all the continuation ones.
[AGENT][NEUTRAL] The maximum uh disability period is a year.
[CUSTOMER][NEUTRAL] Because I see
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so, and when did I start?
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Collecting
[AGENT][NEUTRAL] Is this for the same thing?
[AGENT][NEUTRAL] So it looks like the first payout was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] First pay OK.
[CUSTOMER][NEUTRAL] Alright, and uh.
[CUSTOMER][NEUTRAL] Yeah, it shows that uh you guys, well, I have checks canceled checks here from you guys that looks like there's still like 13 or 15,000 left.
[CUSTOMER][NEUTRAL] So all right, um, is there any other, you just need all the continuation.
[CUSTOMER][NEUTRAL] Um, we call them 385s at work, but that's the follow up appointments with the continuation that I was still off on I.
[AGENT][NEUTRAL] So the, the physician, the attending physician form that the doctor filled out that first time, um with the dates, we, they'll just need to um redo that with whatever the new date is or
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What they, you know, what they're anticipating.
[CUSTOMER][NEUTRAL] OK. Can you
[CUSTOMER][NEUTRAL] Can you send me, yeah, can you send me one of those?
[AGENT][NEUTRAL] Sure. Let me email it to you.
[CUSTOMER][NEUTRAL] And I'll send it over to the doctor and get him to, yeah, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] And then that that'll just show that I was off the whole time that there was no interruption or anything.
[AGENT][NEUTRAL] And the email is [PII]?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] That's my kid's kid's name and that email is [PII] old.
[CUSTOMER][NEUTRAL] We used to taxi him around when he was a kid, so.
[AGENT][POSITIVE] Oh, that's cute.
[AGENT][NEUTRAL] All right, well, I will go ahead and email you the um short-term disability claim form and then once we get the physician's statement back, they'll go ahead and process and let you know next steps from there.
[CUSTOMER][NEUTRAL] So anyways, alright.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] You have a great
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, well, thanks so much for calling APL. I hope you have a great day and a great weekend.
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.