AccountId: 011433970860
ContactId: a3898946-db65-4762-a8ae-a14351b115e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 516210 ms
Total Talk Time (AGENT): 207678 ms
Total Talk Time (CUSTOMER): 230999 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/a3898946-db65-4762-a8ae-a14351b115e4_20250501T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. And um unfortunately, I had a fall Monday night and I'll be out of work for a few weeks.
[CUSTOMER][NEUTRAL] Um, just when I see the orthopedic doctor today, so I was just wondering what information is needed.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Policy number? Oh.
[AGENT][NEUTRAL] Are you checking on benefits for your plan or?
[CUSTOMER][NEGATIVE] Ah, no.
[CUSTOMER][NEUTRAL] Um, well, I work for, um, Oxford Consulting.
[CUSTOMER][NEUTRAL] Um, huh.
[AGENT][NEUTRAL] I can look it up by your last name.
[CUSTOMER][NEUTRAL] OK, so I need
[CUSTOMER][NEUTRAL] OK, um, [PII]
[CUSTOMER][NEGATIVE] [PII]
[AGENT][NEUTRAL] OK, getting that pulled up. Give me one moment.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] OK, and this is for your disability policy, is that right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, short term disability, so it better be short term.
[AGENT][NEUTRAL] OK, let's see here. Let me get that number pulled up.
[CUSTOMER][POSITIVE] Oh wonderful.
[CUSTOMER][NEUTRAL] And I will get my pen here.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], thank you, sorry.
[AGENT][NEUTRAL] OK. And what is your date of birth, [PII]?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you. Just need two other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and lastly your email address?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, it's um the letter [PII]
[CUSTOMER][NEUTRAL] The word [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And have you created an online portal with us?
[AGENT][NEUTRAL] An account online.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm gonna say no because I don't where did it go? Oh no, I'm sorry, I'm on the computer. I'm only um no it says sign in and register, so is that what I need to do?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that will um allow you to, you can print the forms and then when you get those completed you can upload them to our portal.
[CUSTOMER][NEUTRAL] Oh, sign in OK and, and also.
[AGENT][POSITIVE] It's a faster way.
[CUSTOMER][NEUTRAL] It it is OK. I'll, OK, I'm, I can only type one handed, so things are gonna be very slow, um.
[CUSTOMER][NEUTRAL] Um, I thought, and it's been a blur the last few days. I thought I received an email a week ago, uh, because I took a week off of vacation, um, I thought there was an email that I still needed to pay the premium.
[CUSTOMER][NEUTRAL] Does that show up on your information?
[AGENT][NEUTRAL] Uh, that might be from your employer since you're off work and if they can't, if they can't payroll deduct anything, then they'll typically email you and ask you to pay the premium.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, I'll need to find out about that because I like I thought I saw it but who knows.
[CUSTOMER][NEUTRAL] OK, so file is it just the, huh, sorry, file claims online. I just want the, the claim and, you know, information that's needed.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So I can yeah I can we can do it a couple of ways I can mail you the forms if that's easier um or I can send you an instructional guide to your email and it'll show you how to set up your account.
[CUSTOMER][POSITIVE] Let me make a huge
[CUSTOMER][NEUTRAL] a couple.
[AGENT][NEUTRAL] Um, that way you can take your time doing it.
[CUSTOMER][NEUTRAL] Um, because I it says log in. Oh, new user, whoops.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Yes, it'd be the user.
[AGENT][NEUTRAL] Are you on the [PII]?
[CUSTOMER][NEUTRAL] Um, I am.
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, perfect. Yeah, new user, you're an individual with an APL insurance policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Was it oh, OK, I see what I'm doing here I think.
[AGENT][NEUTRAL] Yeah, last name and then.
[CUSTOMER][NEUTRAL] OK, so I need to get a hold of them.
[AGENT][NEUTRAL] It'll be your social, um instead of a member ID.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your zip code, email, and date of birth.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] Um, [PII] at, yeah, that really is not fun at least it's my.
[CUSTOMER][NEGATIVE] Non-dominant hand that I can't use.
[CUSTOMER][NEUTRAL] OK, so as long as I can because I just, because I like I said, I see the orthopedic this afternoon and I just thought if I can bring the right paper it would make it go quicker.
[AGENT][NEUTRAL] Yeah, do you want me to email you the forms too? Would that help?
[CUSTOMER][NEUTRAL] If that's
[CUSTOMER][NEUTRAL] Um, yes, I think it would because now I gotta go and oh man, create this account. OK, yeah, I think it would be because it's gonna take me a while to type this out.
[AGENT][NEUTRAL] OK, sure, no problem. I'll get those emails to the email that you have on file, um, so look out for those because there's gonna be 3 forms that we'll need, OK? We'll need it, there's a statement for you, there's a statement for your employer, and then there's gonna be one that you're attending physician, whoever you're going to see is gonna need to fill out. So there's 3 different forms.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Thank you, OK.
[CUSTOMER][NEUTRAL] All right. Oh, this is no fun. OK, [PII], thank you. Is there anything else that I should be aware of timing wise and all that other good stuff?
[AGENT][NEUTRAL] Um, let me see. I'm trying to pull up, let me pull up your policy real quick. Um.
[CUSTOMER][NEUTRAL] Confirm email again? Oh, OK.
[AGENT][NEUTRAL] OK, so I will let you know it looks like there is a preexisting clause on the plan. So is this a new accident?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's it's, it's, it's, yeah, it was Monday night I decided to trip and fall.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so just, just making you aware when, when we do get all the claim forms back it will result in a pre-existing questionnaire going out, um, and so it'll ask, have you been treated for that before, you know, once we determine it's not preexisting then the claim continues on processing just want you to be prepared for all the steps that will be involved.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate that. OK, thank you. Yeah, this is my first ever wow.
[AGENT][NEUTRAL] But I will get that email to you um at [PII], and then um if you have any questions at all, please give us a call back but like I said, most important, fill out all of the forms um and then get those back to us so we can that will help expedite the process so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and then will the employer file directly to you or they should return it to me?
[AGENT][NEUTRAL] Um, you some sometimes they'll return it to you, but you do need to contact them. Um, I assume they already know, right? Um, if you've been off work, OK, yeah, just be sure and give them a call and let them know, hey, I, I need you to fill out this, um, form for my short term disability, and they may have already, but, um, we don't have anything on file yet, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, be sure they fill that out either return it directly to us or to you, um, but just out of, out of an abundance of caution I would get a copy for myself too, so I would see if they can provide you that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, good point.
[AGENT][NEUTRAL] Yeah, so
[CUSTOMER][POSITIVE] OK, but that's a good point.
[CUSTOMER][POSITIVE] OK, doke, OK [PII], I really appreciate your help and your time.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you feel better and um thanks for calling.
[CUSTOMER][POSITIVE] Thank you, thank you. OK, all right, bye bye.
[AGENT][POSITIVE] Thank you. Bye.