AccountId: 011433970860
ContactId: 9eb30c93-ad8d-4bed-9a0e-e989d8988aa8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1106189 ms
Total Talk Time (AGENT): 368968 ms
Total Talk Time (CUSTOMER): 730286 ms
Interruptions: 11
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/9eb30c93-ad8d-4bed-9a0e-e989d8988aa8_20250521T21:27_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] Uh yeah, good afternoon there and um, yeah, I had a little question about a claim that I submitted to see if you can give me some information on.
[AGENT][POSITIVE] OK, well, I can definitely help you with your claim. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, of course. Uh, so that's spelled [PII], first, uh, that's my first name and last name is [PII], like [PII].
[AGENT][NEUTRAL] Alright, Mr. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Yeah, of course, um, so that number would be area code [PII].
[CUSTOMER][NEUTRAL] And the policy number when you're ready.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yes, that's 260-7315.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] No problem. What was your name? [PII] you said?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Oh OK yeah alright.
[CUSTOMER][NEUTRAL] Yeah.
[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] Sure, OK, um, date of birth is um [PII]. Um, what else did you need? Sorry, um.
[AGENT][NEUTRAL] It's OK, mailing address and email.
[CUSTOMER][NEUTRAL] OK, yeah, mailing address, sure, it's [PII], and email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And this was for your short-term disability policy?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, uh, could you repeat, repeat that? My phone linked up. Could you repeat that?
[AGENT][NEUTRAL] Oh, sure. Um, was this the policy for your short-term disability?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or one of your other policies.
[CUSTOMER][NEUTRAL] Uh, yeah, uh, right now that's what it was for, and I did get a text message I think on, on, on maybe Saturday, uh, let me know that you guys received it, so, so that's good, but I just wanted to see, um, because what happened is my physician kind of delayed getting it to me, so we're a little bit behind as it is as far as you know, um, any payments and um.
[CUSTOMER][NEUTRAL] You know, as far as that's the only income I would have right now, but, um, so, so yeah, I was just seeing the process, so you know, um, I don't know if you can give me an estimate how that kind of works on, you know, time frame and so forth, you know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So the turnaround time is 7 to 15 business days from the day that we received the claim. You say you received a text message saying that we have it here?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I did, so that's good, um, on Saturday, was that the [PII], I believe it was, um.
[CUSTOMER][NEUTRAL] Because I sent it actually that that Friday on the [PII] um when when my doctor finally got it back to me, took them forever but
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check your other policies as well, because I don't see anything on short-term disability, but if you got the text, it's somewhere, um, but so for short-term disability, it's um around the [PII] of each month, we have um disperse the funds, go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Yeah, go ahead, yeah, OK, go ahead.
[AGENT][NEUTRAL] We disperse the funds. Um, so for this policy, it's um $650 a month.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] There is an elimination period. Elimination is for yours is 7 days, so that's 7 days that the policy will not pay out and it's usually on that first claim.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] Could you elaborate on that? So, so what's that mean, like, you know, you say the first two weeks, they don't, they don't pay or I don't, I don't quite understand that.
[AGENT][NEUTRAL] The long
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] So each, each, um, every short-term disability policy has an elimination period. It could be from 7 days to 90, um, some have more than that. So yours is 7 days. So for your, your very first claim that you receive payment on is going to be missing a week of pay because it has to fulfill that elimination period.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] I see, OK.
[AGENT][NEUTRAL] But if you don't mind, I'm just gonna place you on a brief hold so I can look through your other policies, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that I can confirm that it's here for you.
[CUSTOMER][POSITIVE] Oh, OK, yeah, no problem, yeah, that sounds good.
[AGENT][NEUTRAL] Uh, alright, hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So really it's the same thing 34 5678. So one of my own.
[AGENT][NEUTRAL] 5
[AGENT][NEUTRAL] 3.
[AGENT][NEUTRAL] That's what it is.
[AGENT][NEUTRAL] Hospital indemnity, oh Lord.
[AGENT][NEUTRAL] We'll keep track of in a hush.
[AGENT][NEUTRAL] for me just.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And just to clarify.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm still here.
[AGENT][NEUTRAL] Alright, thank you so much for holding. I apologize for that wait. So I found it, they placed it, um, they placed it under the hospital indemnity policy. So I'm going to send a message over to claims and let them know that it was a it was put on one of your own policies and to have them put it says disability, but it's under the um hospital indemnity, so just to have them correct it, but it is in line for processing.
[CUSTOMER][POSITIVE] Uh, no problem.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, well, I'm glad I called to make sure that gets on the right, you know, right, um, so right, you'd better put that over to me.
[AGENT][NEGATIVE] Yes, I did not want to let you off the phone and I'm like, I do not see anything here.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right, right, right. Um, OK, so you, like you said, you'll, you know, cover that where they can get it on the right, um, you know, I don't know if it can be fast tracked or not. So like I said, this has been delayed. I had my procedure about a month ago, a little bit more, and, um, you know, my physician said, you know, you need some time off to kinda heal from that. So, you know, I haven't had income in a while, so.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Um, and then, then my, yeah, the doctor took a while to, is there a way it can be fast tracked and not necessarily, it is what it is like the 7 to 15 days is that, is that, uh, there's no way you can, yeah.
[AGENT][NEUTRAL] Um, it is the [PII] to the 15 days. There's no like way to expedite it. Um, I'm gonna make this request urgent, um, but yes, we did receive it on the [PII], which was last Friday.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right, OK, and then like I said, now you're gonna try to get it in the right hopper right or the right file, um, that way, right, right department, right department or whatever you wanna call it, OK, OK, um, and then, um, as that goes, so since I did receive that first text, is that how you guys communicate or, or, or will I or should I look online maybe once a week or or will you guys be calling me or what you know what's the final.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] It could be a little bit of both, so you can check online as often as you like, um, you will receive a text message though once the claim is finished processing, and then once you go online, you'll be able to see that explanation of benefits there with the decision and everything.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, alright, OK, well, alright, well, we'll do, we'll just kind of stand by for that. I appreciate it and like you said, just, you know, expect 7 to 15 days before, right, OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, alright, [PII], I appreciate it.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, that, that, that's gonna do it now. I, I, I did have one question, um, and I sent this to my, my employer to kind of get your opinion and, um, you know, I sent them their, I guess it's called their policy, um, part that they do as an employer policy statement and, um, now these, these people I usually just work through the phone with, you know, doing some temp work for them.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I've never been in their office, but, but anyway, so it's kind of hard getting that information, but I finally got a number or email to send it to. So, um, so I don't know if you can note that in my claim that, that, you know, I'm trying to get that back from them. It's like, you know, they're kind of dragging their feet, so I hope, you know, I hope that right, so I hope that's not held against me because you know I sent it to them.
[AGENT][NEUTRAL] Oh, the employer portion?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um like I said, I've never met anybody. I just talked to them over the phone, never met anybody in person, so, so they probably just say, oh we don't really know him, we'll take our time, but, but, um, right.
[CUSTOMER][NEUTRAL] So, but I don't know if that can be noted that because in other words, I don't want that holding things up that with that one, you know, cause the doctor sent theirs I sent mine, but my employer, you know, that's kind of a hard to say.
[AGENT][NEUTRAL] I would
[AGENT][NEUTRAL] I would honestly, um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, hold on a second. Let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You're with B. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] Yeah, it's a little cumbersome because you know, yeah, as you as you're looking at that showing and walking, um, I sent them that form hopefully they can print it or because they because they need to send it back to me or you know because I don't know if we can edit it it's a PDF I guess. I don't know if they can type on it or or not.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They usually, um, well, I've seen it both ways. I've seen them like type it in and fill it out electronically and I've also seen handwrite. So do you have, do you have phone number [PII] for benefits in the card?
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Are they gonna rush?
[CUSTOMER][NEUTRAL] Ha.
[CUSTOMER][NEUTRAL] Our our hand, right? OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yeah, that, yeah, I guess that's on my, um, yeah, for the benefits in the car, you know, I guess they work with you guys [PII] is that how it works?
[AGENT][NEUTRAL] Mhm. That's, that's more the number, um, that number there is more like their customer service number. You, I usually always can get somebody on this num on this number. I'm saying that because your claim could be denied because it's missing the employer portion. So, um I would try to get on them and have them send that in so we can have everything.
[CUSTOMER][NEUTRAL] Is that OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, because yeah, it's not my, you know, yeah, it's not my fault that, right, mhm, OK, uh, give me that number again, make sure 1-800. I'll look at my for my card.
[AGENT][NEUTRAL] Sure, 497.
[CUSTOMER][NEUTRAL] 497
[AGENT][NEUTRAL] 4856.
[CUSTOMER][NEUTRAL] [PII]. OK, because yeah, it's already like I said this has already been delayed, you know, almost a month so I don't want any more problems so yeah I can give them a call and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um see what they can do, you know, I don't know if that, you know, yeah, it's kind of it's kind of a tough one, yeah, I don't know if they, they work together or not, you know, because 11 is one office, you know, and then the other is the other office, but hopefully they can kind of work together. They can tell, OK, I need to get that term back in, send it back to, to, to Mr. [PII], right, right, you know.
[AGENT][NEUTRAL] Expedited.
[AGENT][NEUTRAL] Right, so this, this number is the, is all the locations. It's like it's customer service for all of their um.
[CUSTOMER][NEUTRAL] Right, but what I'm saying is the, the people I work for is called BGSF. Uh, they do apartment maintenance, you know, and so they, they just loan me out to different places as, as something comes up and, so, so what I'm saying that's two different entities. You got the insurance and then you have people I work for and I sent it to the people I work for BGSF.
[AGENT][NEUTRAL] I guess groups
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, I, uh, sent him an email. So in other words, I don't know if, if the insurance people can say, OK, y'all need to get that back to him, you know, they might say how the hell with you. They might say right, so, so I don't know this is a tough one, right? Um, right, but I, but I, I can give them a call like you said and see what they can do.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To, to, um, or or at least explain it to him that hey, that's not my fault. Please go ahead and process this, you know, if, if you know if my employer is being right, yeah, right, right, right, mhm, um, OK, OK, that sounds good, and by the way, on that same subject.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, I did talk to them about a week ago this, this number you gave me, and they were saying, well, OK, because like I said, I, my last day of work was on the [PII] last month, and then I had my procedure the next day, and, um, and I was paying the insurance and this and that, you know, for disability and all that, um, or it was coming out of the payroll or whatever, but because so when I mention well it looks like you stopped um with your employer, so you may not be covered anymore. I said, well, come on now because I, I um submitted this, you know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, when I, in, you know, when I was still working, you know, and, um, so I don't know, there's a little question mark there hopefully everything works out and then what, then another one say, well, I don't worry about that because usually it takes a lot of process and, and you should be OK. So, so I'm a little concerned about that, um.
[CUSTOMER][NEGATIVE] Right, yeah, I, you know, I, I, I, I still, I still pay my, I still pay my insurance monthly, you know, out of my pocket until I get back to work until I go back to work for them. But, but when I'm saying, well, it looks like you, you know, you're supposed to have uh 20 hours a week and then, you know, this that, which I was doing. I was had about 30 hours a week or so hopefully it won't be a problem, you know, like I say, oh, and she told me that, so.
[AGENT][NEUTRAL] Typically as long
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, you, you were gonna, you were saying what typically something, uh, um, since this is, since this is kind of since it's kind of postdated, I mean this happened when I was still totally, you know, paying my, you know, my payroll, so I think everything should be OK. I mean, you know, the procedure you know.
[AGENT][NEUTRAL] Um, what was I getting ready to say?
[AGENT][NEUTRAL] Oh, that's what I was gonna say. Yes, typically, if you, um, if the policy was active when you initially filed the claim, even if you're not, if you leave the company, the claim could still be paid out on because you were there when you had the policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see. OK, um, OK, well, well, um, I think my position did state the date that they, you know, and it was back in, I think it was my actually in March when they started to see I was having a problem and um, and then, and then uh so she put that date on the paperwork and then she also put, you know, so hopefully it it should be, you know, it should be good um because I was definitely working then.
[AGENT][POSITIVE] Good for you. Mhm.
[CUSTOMER][NEUTRAL] And um so I don't know why that one lady brought up like well I don't know if you're covered. I don't know it's like right, right, right.
[AGENT][NEUTRAL] I'm not sure, but yes, as long as when you file the claim, your policy was active, we'll pay out on the claim to the, you know, for whatever, however long the doctor.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK, well, so I appreciate that, [PII], but the problem is, you know, I'll let you go. The problem is, um, it was dated on there, the paperwork that the doctor did, but, but we didn't file it until because remember she was dragging her feet. I, I should have filed it like towards the [PII] of, of, of this month, but they, they kept saying she was out of the office or something like that. So it took 2 or 3 weeks for them to get back and get it to me. So we didn't file it until, you know, I didn't file it until last week.
[AGENT][NEUTRAL] Gives you to be out.
[CUSTOMER][NEUTRAL] So that
[AGENT][POSITIVE] Well, it's OK. Your policy is active, so you don't have to worry about anything. I mean, if it was to ever
[CUSTOMER][NEUTRAL] Oh, OK, OK, right, right, right, right.
[AGENT][NEUTRAL] You know, like Terminator or something, I'm just letting you know it, it was active, so you're OK. But no, your policy is active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so yeah, mhm, I can explain, well, it was just taking them a while to get it, to get it, you know, the doctor, in other words, it was out of my hands, nothing I could, right, took a while for them to get it, you know, get it back to me, and um, right, OK. All right, well, you know, there's a little bit of concern when that one person said that, but uh but hopefully everything should, like you said, it's active, so hopefully everything should work out, right, OK.
[CUSTOMER][NEUTRAL] Alright, OK, OK, that sounds good, um, sounds good. Did you guys have a problem with your phone earlier? I tried to get through this and, uh, number's not busy or something like that. Do you guys sometimes have problem with your phone or yeah, yeah, that's what I was saying earlier.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Not today.
[CUSTOMER][POSITIVE] Mm, yeah, it is strange, you know, I did, I called earlier and this, the numbers are busy or so who knows, may maybe it was on my end, maybe my phone maybe maybe my phone company was acted up, you know, my cell phone, maybe, maybe that AT&T or something. Who knows, who knows, OK, but I'm glad I got through now. OK, awesome and like you said you confirmed that you see it and you're able to put it in the right.
[AGENT][NEUTRAL] Yeah, I don't know about that.
[CUSTOMER][NEGATIVE] You know, I wonder how that went wrong. I guess whoever cause I faxed it, maybe they just didn't know where to put it or something. How do they mess that up? I right.
[AGENT][NEUTRAL] I'm not sure because they put disability on, you know, in our little section that says claim form, they put disability, but it's on the hospital indemnity policy. I'm actually sending this over, um, that's what I'm typing up now.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Right.
[CUSTOMER][NEUTRAL] To to say, OK guys, make sure you put it in the right.
[AGENT][POSITIVE] Yes, and I do have it as urgent as well.
[CUSTOMER][NEUTRAL] Right area but.
[CUSTOMER][POSITIVE] Oh, OK, no, I appreciate that because it has been already a month, right, I appreciate that.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] You're very welcome. Well, was there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, that's gonna do it. You've been great, great help. Appreciate it.
[AGENT][POSITIVE] Well, I'm glad I could assist you and thank you so much for calling APL. I hope you have a good evening.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] You too now, OK, take care.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.