AccountId: 011433970860
ContactId: abb3a5b1-7d5f-485a-a070-6c226b144bc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351859 ms
Total Talk Time (AGENT): 134200 ms
Total Talk Time (CUSTOMER): 129761 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/abb3a5b1-7d5f-485a-a070-6c226b144bc9_20250109T13:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm calling about account number 22.
[CUSTOMER][NEUTRAL] 88114
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII] Last name is [PII], [PII]
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And how can I help you, [PII]?
[CUSTOMER][NEUTRAL] Well, I need to talk to you about um ending my benefit. I'm, I'm, I'm back to work.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] It's a disability, short term disability policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get you pulled up, verified, and then we can proceed.
[AGENT][NEUTRAL] You gave me policy number 2288114?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I'm showing a different name under that policy number.
[CUSTOMER][NEUTRAL] 228-8114
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Spells
[CUSTOMER][NEUTRAL] Cedar Hill Trucking.
[AGENT][NEUTRAL] Spell spell your last name for me.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hang on a second, I, I, I gotta put you on speaker. I'll check my paperwork here.
[CUSTOMER][NEGATIVE] Hate when people put me on speaker.
[CUSTOMER][NEUTRAL] Yeah, 228-814.
[AGENT][NEUTRAL] Yeah, 228-814-4.
[CUSTOMER][NEUTRAL] 288
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And let's see, when did you return to work?
[CUSTOMER][POSITIVE] They cleared me.
[CUSTOMER][NEUTRAL] Late last Friday, I actually got back in the truck yesterday. I don't know how you determine.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] You know, it's gonna be the date that the doctor released you.
[CUSTOMER][NEUTRAL] Well, let me ask you, the doctor or the company released me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So since you were on disability, your doctor states how long you are to be out. So did your doctors give you instructions that you could return to work?
[CUSTOMER][NEUTRAL] Yes ma'am, and then it took another week for the company to process everything through before they would put me back to work.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So we need the date that the doctor released you to return to work.
[CUSTOMER][NEUTRAL] Hm, OK, I was afraid of that. That would be the
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me look, wait a minute, let me look again hang on.
[AGENT][NEUTRAL] OK. OK. OK.
[CUSTOMER][NEUTRAL] Yes, the [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said that uh your doctor was not able to uh
[AGENT][NEUTRAL] You couldn't come back to work until what time for your employer? For what date?
[CUSTOMER][NEUTRAL] Uh, [PII]. I had to go get a DOT physical. They had paperwork to process. The medical people had to review it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Personally, I think that should still come under the heading of not being allowed to work, but I'm not gonna pick a fight with you. I mean, you know.
[AGENT][NEUTRAL] Yeah, we, we base it on your physician's information. Did he give you a document to return to work on [PII], [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Can you, did you send us a copy of that?
[CUSTOMER][POSITIVE] Yes, he gave me a lot.
[CUSTOMER][NEUTRAL] No, I wasn't sure what I needed to do at that point.
[AGENT][NEUTRAL] Yeah, send us a
[CUSTOMER][POSITIVE] But I can do that this morning.
[AGENT][NEUTRAL] Yeah, send us a copy of that return to work note or if it's a claim form or whatever he provided to you with that date on it to return to work and that.
[CUSTOMER][NEUTRAL] It's just just a letter.
[AGENT][NEUTRAL] Yeah and then that way we can close out your file for this disability.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that money stopped on the [PII] then.
[AGENT][NEUTRAL] Um, actually, your last check that you received, um, it looks like it paid you through the [PII].
[CUSTOMER][NEUTRAL] OK, so then there's, OK, so there won't be another check coming the [PII] then.
[AGENT][NEUTRAL] Right, and I don't know if.
[CUSTOMER][NEUTRAL] This is the first time I've ever used this policy.
[AGENT][NEUTRAL] I know, I know, and so once we receive the return to work slip that you have, then the examiner will go in and review that, um.
[AGENT][NEUTRAL] Because you're, you're paid beyond the date that that your doctor released you to return.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] So they'll probably be pulling some back then.
[AGENT][NEUTRAL] Yeah, go ahead and send that in as soon as you can, [PII], and then that way we can get it uh reviewed.
[CUSTOMER][NEUTRAL] So how do I, how do I calculate roughly? because I wanna let the wife know that there may be some money disappear out of her checking account, um, how do I calculate that prolate that out?
[AGENT][NEGATIVE] Yeah, I, yeah, we won't.
[AGENT][NEUTRAL] Yeah, we won't know until you get us that document.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah and if you want you can email it.
[AGENT][NEUTRAL] If you want to, I'll give you the address.
[CUSTOMER][NEUTRAL] Yeah, I'll try to upload it through. I'll try to, you know, I've got all the addresses and stuff, yeah, I sent all the, I sent all the paperwork in to get it started, so I know where to send it to get, get it ended. I just.
[AGENT][NEUTRAL] Oh, OK, the portal.
[AGENT][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Good deal and thank you ma'am.
[AGENT][POSITIVE] Alright, [PII], is there anything else I can help out with today?
[CUSTOMER][NEUTRAL] Um, no, no, that was it.
[AGENT][POSITIVE] OK. All right, thank you for calling APL. Have a good day. Bye bye.
[CUSTOMER][POSITIVE] Thank you.