AccountId: 011433970860
ContactId: ac755452-29d7-4349-801f-d76dcceaab86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 804669 ms
Total Talk Time (AGENT): 321252 ms
Total Talk Time (CUSTOMER): 312830 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/ac755452-29d7-4349-801f-d76dcceaab86_20250324T13:58_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] [PII], how are you doing this morning? Um, [PII], I, oh, OK, I had faxed in about 9 pages because I was told I couldn't do it until my final day of work, which was the 2 which was last Friday. I work at, I work for MAU at Kimberley Park and Beach Island.
[AGENT][POSITIVE] I'm doing well.
[CUSTOMER][NEUTRAL] And what I was seeing just checking to make sure the facts got there and was there any more information needed.
[AGENT][NEUTRAL] OK. Um, I can definitely check and see if the fax is here. If it is, I can take a look at the documents. May I have your name and a good contact number? You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] My name is [PII]. The area code is [PII].
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] It's a short term disability claim.
[AGENT][NEUTRAL] Thank you. May I have your policy number?
[CUSTOMER][NEUTRAL] I don't have one. I can give you my social security number and my birthday.
[AGENT][NEUTRAL] OK, that's fine. The social is fine.
[CUSTOMER][NEUTRAL] OK, [PII], and can I ask you a question?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] When I was getting this, when I was getting this process started, the paperwork that came from the headquarters downtown at MAU said everything needed to be in by [PII].
[CUSTOMER][NEGATIVE] Which I had everything in, but when I called back the week before I was about to go out, they told me I couldn't send that the paperwork from APL until my last day of work. Why didn't
[CUSTOMER][NEUTRAL] The um headquarters downtown specify that on the paperwork.
[AGENT][NEGATIVE] Wait, I don't even understand what they're saying. You had to wait until when to to submit to us until you actually left work?
[CUSTOMER][NEUTRAL] My last day of work, my
[CUSTOMER][NEUTRAL] Yes, that's what I was told.
[CUSTOMER][NEUTRAL] But I had, I had all this paperwork and everything I did did for FMLA and my short term disability. I had it all done by [PII].
[AGENT][NEUTRAL] Well, sir, I
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I sent, I sent a I sent a copy of the instructions that were gave to me so that y'all could see it as well.
[AGENT][NEUTRAL] Yeah, I'm not sure why they're advising you that. You could have sent that, you could send the claim into us at any time as long as you had like your doctor, you know, saying the dates and everything. Now, they probably would have held, they probably would have held the payout until the [PII] because we we dispersed the [PII] of each month, but we would have still processed. I, I don't know why they advised you of that. I can't speak for them. I'm, I'm not sure.
[CUSTOMER][NEUTRAL] Yes, uh
[CUSTOMER][NEUTRAL] All that.
[CUSTOMER][NEUTRAL] You'll see, I, I, I sent like 9 pages and it's everything that I've been dealing with since [PII] and I was like, well, the instructions say everything needs to be in by [PII]. It didn't separate the APL paperwork as of [PII], but I spoke to a lady named [PII]. She said, Well, you can't file that until your last day of work, which was last Friday, and I was like, OK, well I'll wait till Monday and I'll I'll get it sent in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'm not, um, I don't, I've seen it both ways. I've seen where people wait until they're out and then they file and I've seen where they just got everything in and we processed it, but we held it until the [PII] when we dispersed. So I, I guess it depends on the examiner and I don't, it would have been either or.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For me.
[CUSTOMER][NEUTRAL] OK, I was just, I was just trying to do what was said on the paper that was sent to me, but you'll see it'll be a copy of all the instructions of what I was told to do.
[AGENT][NEUTRAL] OK, so I just, the policy just came up. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][POSITIVE] Thank you, and then just your mailing address.
[CUSTOMER][NEUTRAL] [PII]. The zip code is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I do see um that we did receive some documents. I'm pulling them up now so I can see what they were. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you need the policy number?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] All right, so your um disability policy number, your short term disability policy number is 259.
[CUSTOMER][NEUTRAL] 259
[AGENT][NEUTRAL] 6396.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] 96. I have a question. I have another question to ask you, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The APA also sent a direct deposit authorization. I filled that out, but um what I was unclear is we don't get paper checks, we get direct deposit. Do you need any more information?
[AGENT][NEUTRAL] In terms of like if they ask for a voided check?
[CUSTOMER][NEUTRAL] Besides what I got wrote down.
[AGENT][NEGATIVE] It no.
[CUSTOMER][NEUTRAL] Uh, excuse me?
[AGENT][NEUTRAL] As long as you filled out the disability um claim form and it shows the routing and account number and you know, it's filled out to the entirety, then yes, we can still process and send to your bank.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, see, there's no routing and account number asked for on that phone.
[CUSTOMER][NEUTRAL] They only ask for the address, um, the telephone number and my social security number.
[AGENT][NEUTRAL] What direct deposit form was it? Was it from APL?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one, let me look at these documents and then I can check that. Hold on one second.
[CUSTOMER][POSITIVE] Yes, ma'am. Yes ma'am. Thank you, ma'am.
[AGENT][NEUTRAL] You're welcome. Um, do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Yeah, no problem. I'm on FMLA anyway. I'm good.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Yeah, it was funny.
[AGENT][NEGATIVE] Oh no, not that.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, thank you so much for holding. I apologize for the wait. So, I've looked through um the documents. So the [PII], all of this stuff here, this is from your job, this isn't from APL. These standards aren't for us. I guess they just wanted you to have that deadline, but I do see all the documents.
[CUSTOMER][POSITIVE] No, I ain't no problem.
[CUSTOMER][NEUTRAL] But at the bottom, you see the bottom, at at the very bottom of that um those those instructions about short term disability, I assumed everything was together because that's what's at the bottom of that list.
[AGENT][NEUTRAL] Right, it's OK. I mean, there's nothing wrong. It's just, I just don't want you to think these directions are from APL. This is from your job. So they wanted you to have everything in by [PII], not us, but the documents are here.
[CUSTOMER][NEUTRAL] It's in yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Um, and it is in processing. I did also see the disability, I'm sorry, the direct deposit here, that, um, this is also from your job, so I can email you if you like a copy of the APL direct deposit form, which does ask for the routing and account number that cancels out the voided check. That's why they're asking for a void check because it doesn't.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Give you a space where you can put your routing or account number on our form. It has the space for the routing and account number, so you don't need to check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So they dropped the ball again on my job because this ain't the first time they dropped the ball with paperwork and when I asked questions they, they, they were kinda they weren't clear on, they weren't clear on the answers, OK.
[CUSTOMER][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] So did you want me to um send, I don't want to say they dropped the ball, they just, they, that's just how they handle it on their end.
[AGENT][NEUTRAL] And it's, it's, it's a little confusing when you have another insurance company, so I don't know, but for us,
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] But I thank you so much.
[AGENT][NEUTRAL] Did you
[AGENT][NEUTRAL] You're welcome. Um, did you want me to go ahead and send you the direct deposit form for APL so that you can fill it out?
[CUSTOMER][NEUTRAL] Yes, um, and I just emailed that back to you.
[AGENT][NEUTRAL] Hm. So once you finish filling it out, you'll just reply to the email I'm sending it from and then it'll come straight back to the care team.
[CUSTOMER][NEUTRAL] OK, let me ask you a question because I'm an old man and men are slow when it comes to um some things. OK, my routing number would be my card number that they gave me for my job, correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no, no, no, no, your routing number, this is for your bank, so that we can, once the claim is processed, we can put your um short-term disability payments in your bank. So we need your bank routing number and your bank account number.
[CUSTOMER][NEUTRAL] OK, because I get because I get paid on a card for my job is wisely and his that's how they pay us. It's like a, it's like a payroll card. So that that's what I'm wondering is that the routing number that's on my card.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have like a a like a personal bank?
[CUSTOMER][NEUTRAL] That's what
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so you will have to ask your employer that now. I don't know how the Wisely card works. If they, they may have a um
[AGENT][NEUTRAL] routing and account number attached to it like.
[CUSTOMER][NEUTRAL] I'm, I'm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I, I don't, I don't know how the wisely card works, but ask them, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If it's a payroll card, like if you were to make a check over the phone or something, yeah, they, they probably have a routing and account number.
[CUSTOMER][NEUTRAL] I'll um I'll make that phone call. I'll make that phone call as soon as I'm finished with you, because I, um, I'll call payroll, the lady that does payroll.
[AGENT][NEUTRAL] All right, if
[AGENT][NEUTRAL] Yes, and you just need their bank, um, wisely, whatever bank they use their routing and your particular account number. If for some reason you can't get that information, the payments will still be processed. You'll just receive a paper check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] From APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, thank you. Hey, I appreciate you ever so much because this has been the most aggravating situation I have ever been in. This is my first time going for operation and it's just crazy.
[AGENT][POSITIVE] I know it is. It's very confusing, but I'm glad that I was able to help you. If you have any questions, just let us know, but I have notes on the policy, so if you do have to call back, everybody will know what's going on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much and you have a fantastic day.
[AGENT][POSITIVE] Thank you. You also, was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that's it. I'm sitting down and I I'm, I'm making notes and I wrote my policy number because I didn't have one when I first called because like I said.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I, I, I got confused when the lady said you can't do that to your last day of work. I was like, OK, no problem. I'll do that Monday then, so no problem.
[CUSTOMER][POSITIVE] OK. Thank you ever so much and you have a fabulous day.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You also, and thanks for calling APL. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK you too bye bye.