AccountId: 011433970860
ContactId: 9e4cc8a7-4087-4a46-a36b-7f64ef3790eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 802010 ms
Total Talk Time (AGENT): 380573 ms
Total Talk Time (CUSTOMER): 254895 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/9e4cc8a7-4087-4a46-a36b-7f64ef3790eb_20250321T20:14_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you for calling APL. This is To[PII]How may I help you?
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] I just, uh, I've been having my insurance for a while now and I haven't really used it. I have a short term disability and I wanna see, see what that covers.
[AGENT][NEUTRAL] OK, I can help you with your benefits. Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] I don't know what my policy number is I can give you my name and social security number, uh, Ch[PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. Ch[PII]and what is your social?
[CUSTOMER][NEUTRAL] 40[PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] And you're checking specifically on your short term disability, is that correct?
[CUSTOMER][NEUTRAL] Yes, I wanna see what it, what it covers because.
[AGENT][NEUTRAL] OK. All right, Ms. Ch[PII]can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] 97[PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, a phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Y [PII].
[CUSTOMER][NEUTRAL] Gmail at gmail.com.
[CUSTOMER][NEUTRAL] The address is 28[PII].
[CUSTOMER][NEUTRAL] Greenville Road, apartment C as in Cat 6.
[AGENT][NEUTRAL] OK, and then one last verification, can you give me your phone number?
[CUSTOMER][NEUTRAL] 27[PII]
[AGENT][NEUTRAL] [PII]hank you, ma'am. And if our call gets disconnected, Ms. Ch[PII]can I call you back on that number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. All right, so your short-term disability, and this is just to verify your benefits. It's not a guarantee of payment. Uh, you
[AGENT][NEUTRAL] You are able to claim after your doctor tells you you can't work. So you have to wait 7 days after the doctor tells you that you can no longer work and then for 3 months, you can get paid $650.
[CUSTOMER][NEUTRAL] A month
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, cause that, uh,
[CUSTOMER][POSITIVE] Oh wait, oh my gosh.
[CUSTOMER][NEUTRAL] Cause uh
[CUSTOMER][NEUTRAL] I've been having problems with my legs. They said I have, I have really bad arthritis, and they want me to be out for at least 2 months to do physical therapy. So that's why I was wondering if it covers that or does it cover half of it, how does that work? That's why I was calling to ask some questions because
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] It's bothering me and I can barely walk. I'm, I'm limping.
[AGENT][NEUTRAL] OK, so the short.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, I understand. OK, so the short term disability claim form would need to be filled out by you, the physician, and your employer and sent in along with all the supporting documentation and let me give you the website to go to where you can get that short term disability form.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] It is Ap[PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you get into the website you're gonna click on claims and forms and you will choose the short term disability claim form.
[AGENT][NEUTRAL] And then, um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Have you been using your hospital indemnity plan when you go to the doctor?
[CUSTOMER][NEUTRAL] Uh, I don't know. I just give them my insurance card, so.
[AGENT][NEUTRAL] OK. All right. So they'll file the claim for you on that then.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] But that short term disability we also have a online service center that if you wanted to file the claim through there you can it's all done on the computer would you like that website?
[CUSTOMER][NEUTRAL] Yeah I just um.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So I would have to do it myself or?
[AGENT][NEUTRAL] Yes, you'll have to file the claim yourself because you'll have to get the paper signed by your employer, the doctor, and then you'll have to fill out your portion also.
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, claims, OK, what, what's the
[AGENT][NEUTRAL] The website to file it.
[CUSTOMER][NEUTRAL] What's the site I have to do? Yes.
[AGENT][NEUTRAL] Uh, if you go to se[PII].
[AGENT][NEUTRAL] Dot Amub.com.
[CUSTOMER][NEUTRAL] SEC.
[AGENT][NEUTRAL] It's like the same one I just gave you but it has secured in front of it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll go in there and you're gonna sign up as a new user. The first time you go in, you're gonna sign up as a new user, it's gonna be your first option. Your second option is gonna be you're an insured with an APL policy.
[CUSTOMER][NEUTRAL] Superior
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you'll just have to figure out what you wanna use for your username and password and you should be able to get in.
[CUSTOMER][NEUTRAL] OK, because I was trying to, to, to, since I had it I had never really uh used it online and it, it's, it's not letting me set up uh.
[CUSTOMER][NEUTRAL] Uh, a, a new user information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me look and see if there's something that I can help with.
[CUSTOMER][NEUTRAL] On the, on the APL uh site itself. So yeah, I had to use it because I never used it and I was just trying to get it set up in case I needed it and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now let me get past my last name and social security number and that information.
[AGENT][NEUTRAL] OK, so it looks like you have signed up for it in the past. Let me give you your username and then you'll just need to go in there and reset the password.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh, I have no idea, OK.
[AGENT][NEUTRAL] That's OK. So your user name is your name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Only your first name is Ch[PII].
[AGENT][NEUTRAL] With a capital C.
[CUSTOMER][NEUTRAL] [PII]K.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So once you get once you do that, just click on the um reset password and it should send you a text message to your phone so that you can reset your password.
[CUSTOMER][NEUTRAL] OK, so I just go to log in then instead of new user.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Because your password is expired. OK, is it in my, OK then, so.
[CUSTOMER][NEUTRAL] I was just trying to see what my
[CUSTOMER][NEGATIVE] Option was, uh, and then another thing, I've been trying to use my insurance, uh, to try to get a dentist, won't nobody take the insurance.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me, uh, that first website that I gave you, the Am[PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Go in there and in the right hand corner where the search bar is the little magnifying glass, type in provider.
[AGENT][NEUTRAL] And you're gonna push enter after after you do that.
[CUSTOMER][NEUTRAL] OK, on this, on this main site that I'm on.
[AGENT][NEUTRAL] Right, and this is just, this is our website. It's not the one where you can file the claim, it's AM[PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're gonna type in provider and then click enter, and the next page you're gonna choose provider resources.
[AGENT][NEUTRAL] And after you choose provider resources, you're gonna choose the option to search for a provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll put in your zip code and they'll pull up all the dentists in your area that take our insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, OK, well I'll get this set up then yeah that's what I was trying to call to see if, if, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you all just have short term, you don't have long-term disability, just the short term.
[AGENT][NEUTRAL] Right. You only have short-term disability with us. Yes, ma'am.
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] OK, now what about uh.
[CUSTOMER][NEUTRAL] Yeah I don't have any type of uh life insurance or anything like that toy.
[AGENT][NEUTRAL] Uh, let me look, we do have life in.
[CUSTOMER][NEUTRAL] So OK.
[AGENT][NEUTRAL] Life insurance, let me see if you have it with us.
[CUSTOMER][NEUTRAL] Uh, no, I think I just got the dental, the vision dental.
[CUSTOMER][NEUTRAL] The for the doctor and short term disability.
[CUSTOMER][NEUTRAL] Because each week I pay what $52.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] OK, yes ma'am. I don't show that you have life insurance with us. Um, now, if you needed to sign up for life insurance, you'll have to do that through your employer at your open enrollment and just let them know that you want to take uh take the life insurance also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ok, so that's what I need to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright yeah that's what I need to.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] Yes, ma'am. Is there anything else, Ms. Ch[PII]I can help you with?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, that's it. I'm just trying to see what.
[CUSTOMER][NEUTRAL] I can do, I was trying to see about doing this physical therapy and how does it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am, I understand.
[CUSTOMER][NEUTRAL] So the short term disability, I would have to be out 7 days?
[AGENT][NEUTRAL] After your
[CUSTOMER][NEUTRAL] And then file a claim or.
[AGENT][NEUTRAL] Yes, ma'am. Once the doctor tells you, you can no longer work.
[AGENT][NEUTRAL] Then you have to wait a seven-day period before you can file the claim.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEGATIVE] You have to be off work 7 days before it can be filed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And just say if I was to have surgery on my knee, uh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] With the insurance I have covered that or?
[AGENT][NEUTRAL] Short term disability only pays for if you're out of work.
[CUSTOMER][NEUTRAL] I'm just saying.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Your hospital indemnity plan that you have that you use when you go that you just give them that card you said, that hospital indemnity plan, let me look at it real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is just to verify your benefits. It's not a.
[AGENT][NEUTRAL] Guarantee of payment. You have a hospital admission benefit. So if you have to go into the hospital for surgery one day per calendar year, it pays $1000 towards the hospital. If you have to stay in the hospital for 18 hours or more, you have 30 days per calendar year that pay $100 a day.
[AGENT][NEUTRAL] Uh, you also have an accident and sickness surgical benefit, one per calendar year that pays $500.
[AGENT][NEUTRAL] And then you also have an accident and sickness surgical benefit for the physician's office, one per calendar year that pays $125.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was just um.
[CUSTOMER][NEUTRAL] See what my option is.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, good. I, I appreciate it.
[AGENT][POSITIVE] Well, we appreciate you and I hope that that your knee gets better and everything goes good for you, Ms. Ch[PII]Thank you so much for calling APL and you have a wonderful weekend.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright, you too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Oh