AccountId: 011433970860
ContactId: a92e4a7f-06c2-4f42-bb41-9d843004e110
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352940 ms
Total Talk Time (AGENT): 170005 ms
Total Talk Time (CUSTOMER): 152129 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a92e4a7f-06c2-4f42-bb41-9d843004e110_20250203T13:59_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] I mean I was calling with a question about uh my benefits. I don't know if you do.
[AGENT][NEUTRAL] OK, I can help you with your policy questions.
[CUSTOMER][NEUTRAL] You need my term or my policy number?
[AGENT][NEUTRAL] Um, yes, but 1st may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII], that's [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], um, may I have your policy number?
[CUSTOMER][NEUTRAL] Well I've got 3 of them, but I'll give you one. It's 252-078-4.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Hey y'all.
[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] It's 3375.
[CUSTOMER][NEUTRAL] [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 did you want to look at the disability policy or the other two?
[CUSTOMER][NEUTRAL] Uh, just a disability. I, I think that's the one, the one I qualified for. I just had a question. I got a payment last week. Is that all I'm gonna get, or do I have to keep filing claims? or how does that work? I'm, this is the first time I've ever had to use it, so I didn't know how it worked.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so depending on when your return to work date is, yes, you'll have to fill out the continuation portion of the claim form each month. It's only your portion. You don't have to get like the doctor or your employer to sign. Um, if you have the claim form or a copy of the claim form, that first page will show you, um, is the instruction page and it'll show you which sections are for continuation. Did you need a copy of the claim form or you have it?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, can you email it to me?
[AGENT][NEUTRAL] Sure, and hold on one second. Let me go to
[CUSTOMER][NEUTRAL] Now the payment I got last week, will I continue for a month or uh that's all I need to know.
[CUSTOMER][NEUTRAL] I don't know if I have to keep doing it every week or.
[AGENT][NEUTRAL] You have to send this in every month. So when you send your continuation in, that's when we'll continue, that's when we'll start processing the, the upcoming month.
[CUSTOMER][NEUTRAL] OK, so what I got was for the month.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can look at the exact dates. Hold on one moment, I'm just trying to get the claim form for you and um your email address is not
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the system. What email address would you like me to add to your policy?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Yesterday
[CUSTOMER][NEUTRAL] Wait, so yeah.
[AGENT][NEUTRAL] OK, so [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so for the claim that was paid, this was for
[CUSTOMER][NEUTRAL] LPG.
[AGENT][NEUTRAL] OK, that's the elimination period.
[CUSTOMER][POSITIVE] it's just a really fun.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] OK. But this lovely volunteer.
[AGENT][NEUTRAL] So, no, this is in a full month. This is only 11 days. So this is from [PII], and then of course, you're gonna have to file for February.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so hold on one moment. I'm gonna get the claim form and send that over to you. Um, did you have any other questions about your, the claim though?
[CUSTOMER][NEUTRAL] No, I just didn't know if I was getting any more deposits or anything. I just didn't even know if I needed to keep filing it for whatever reason, I think.
[AGENT][NEUTRAL] Do you know when your return to work date is?
[CUSTOMER][NEGATIVE] Um, not right offhand.
[AGENT][NEUTRAL] OK. I'm gonna see if I can see it on here while I'm waiting for the claim form to populate. Um, hold on one second.
[CUSTOMER][NEUTRAL] Yeah, I know I got appointment today, so.
[CUSTOMER][NEUTRAL] I should know today when I get to go back to work.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, because right now for the form, it doesn't say um.
[AGENT][NEUTRAL] It just has to be determined for return to work date. So yeah, you would continue sending those in until they give the actual date, um, you know, that you'll be returning.
[CUSTOMER][NEUTRAL] Uh, I think.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So I'll go ahead and email the, oh, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, cause I
[CUSTOMER][NEUTRAL] I'll try to keep up with my bank account because stuff comes out all the time and goes in and I didn't know if I needed to expect another payment or how that works, but you explained it to me so.
[AGENT][NEUTRAL] Yes, sir, and I'm getting ready to send you the um disability claim form now and you'll see on there um which sections to fill out for the continuation, and then just send that into us each month and that's how we'll um process the upcoming month.
[CUSTOMER][POSITIVE] Oh right, I appreciate it.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah