AccountId: 011433970860
ContactId: b1348647-609f-4f5d-b6d6-d15df6b03c0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 973380 ms
Total Talk Time (AGENT): 231333 ms
Total Talk Time (CUSTOMER): 488050 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/b1348647-609f-4f5d-b6d6-d15df6b03c0c_20250217T17:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, yes, um, I was filling out the forms for a claim because um
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I, I, I was insured with you through September when Colonial Life, I think, purchased or took over, you know, so I can't really do it online. Um, and I don't understand one of these forms, you know, I just brought, I signed everything and brought it to the doctor, but this one form, policyholder statement, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't understand that. It's like,
[CUSTOMER][NEGATIVE] Uh, I don't understand what this form is.
[AGENT][NEUTRAL] OK. What form are you, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] It says a
[CUSTOMER][NEUTRAL] It's, it's the last one and it says the policy, a policyholder statement is required for benefit consideration of a claim bill off on behalf of an insured enrolled in coverage under your organization.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Which form are you looking at? Do you have a meddling plan? What type of plan do you have?
[CUSTOMER][NEUTRAL] Oh, short term disability.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's the last page, um.
[CUSTOMER][NEUTRAL] It's kind of like
[CUSTOMER][NEUTRAL] Like for some someone else to do this or something, I don't know.
[CUSTOMER][NEUTRAL] Uh, you wanna, yeah, you can, I don't know if you wanna look me up, but I got supplemental insurance through my union, you know, for my job, so it's outside short term disability that that's offered and APL was, it was APL that was there, but then I think in September Colonial took it over, um, so it's for, uh, it's for something I did in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're looking at page 8 of 8, correct?
[CUSTOMER][POSITIVE] Yes, exactly. Yes.
[AGENT][NEUTRAL] OK, alright. So,
[CUSTOMER][NEGATIVE] It's confusing because I don't know what this is for.
[CUSTOMER][NEUTRAL] Who is supposed to do this?
[AGENT][NEUTRAL] Well, you're the policy.
[CUSTOMER][NEUTRAL] I'm supposed to get it this.
[AGENT][NEUTRAL] No, you're the policy holder, so it would be you. So it would be your name, date of birth, social security, um, for the claim, you would put the last date that you worked for that claim.
[CUSTOMER][NEUTRAL] Holder
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's gonna say, has your
[CUSTOMER][NEUTRAL] Um, but organization, what is organization name, organization contact number?
[AGENT][NEUTRAL] That's your employer.
[CUSTOMER][NEUTRAL] But my employer has nothing to do with this, you know, it's on the outside. I got supplemental insurance through ATFA.
[AGENT][NEUTRAL] Right, but it's asking the average number of hours that you perform at your organization which would be your place of work because it's compensation for the time that you missed at work that's why it's wanting to know who the employer is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So I don't just get, uh, can you tell me the, for short-term disability, what are the rules, you know, cause with Colonial, um, I got paid, you know, for the, the surgery I just did in December, um, you know, and they said that I did not have to exhaust my sick time, you know? And when I joined and I got APL, they told me it was, you know, like,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can, you know, I can get paid with American Airlines. I, that's why I work for, for 6 hours. And then I can also, you know, or I could get short-term disability, and then I can also get it here, you know, like, you can double dip or whatever. So that's why I did it because I'm like, you know, cause it's not that much, and, you know, to compared to how much I usually get, um, and so that's why I got it. So I, I'm just wondering the rules.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Um, to apply for short term disability, you know.
[AGENT][NEUTRAL] Um, yeah, we can definitely take a look at it. What's the policy number that you have for um
[CUSTOMER][NEUTRAL] It's uh 02243624.
[AGENT][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] All right. And then let me just verify your name, date of birth and address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so let's pull the policy and see what it says here.
[CUSTOMER][NEGATIVE] It's just colonial firms were so much easier. Like, you know, it was like, what is all the, like, why do I, you know, unless I'm not gonna get paid because I got paid with American for my sick hours, but I thought that I signed up to get supplemental, like, you know, supplemental money in case something were to happen, you know what I mean? So.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so let's see.
[CUSTOMER][NEGATIVE] But, you know, like, they want you to list how much you made and all this kind of stuff, and I don't understand why this has anything to do with it. So they're saying, like, if I got paid, then I'm not gonna get it. I just don't know the rules of yours. With colonial, they, it didn't matter. It, it, they said you didn't have to use your sick hours, you can put in for it without paying, you know, without exhausting your sick hours. Um, and so,
[CUSTOMER][NEGATIVE] You know, it's just more simpler, and this one I just don't understand why all this information is needed, that's all. And maybe uh it, it's not the same, um, and it makes no, like if I got, I did get paid, you know, I, I used my sick hours, you know, so I did get a paycheck. It's just that I got this insurance for it to be supplemental, you know.
[AGENT][NEUTRAL] Yeah, let me see. I don't know if there's anything in here about, let's see.
[CUSTOMER][NEGATIVE] Cause I don't even know who to get this form to. American Airlines is a big organization. It's not like you just go into an office, you know, like, I don't know who to have this form signed by.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Usually you have like a contact um or a third party sometimes that can just verify like employment and like I know that you guys like aren't paid the same as like a normal employee.
[CUSTOMER][NEUTRAL] Cause it's, it's
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] But this is, well, OK, but isn't this supposed to be, I mean, we got offered this insurance through our APFA, you know, um,
[CUSTOMER][NEUTRAL] And maybe, you know, we got it through them, you know.
[CUSTOMER][NEUTRAL] Uh, I know you, my employer, you want me to list my employer, but I got it through APFA, which is my union. Right now it's open again for supplemental, but you're not no longer the, the the insurance, it's colonial, right? But what I'm saying it's supplemental, you know, it wasn't, I already had insurance with my employer.
[CUSTOMER][NEGATIVE] Or I have my sick hours that I could use. I just thought, oh, if something were to happen, I don't know if that'd be enough. So that's why I got this, you know, um, but like, I don't know who's supposed to find.
[AGENT][NEUTRAL] So this plan doesn't.
[AGENT][NEUTRAL] This plan doesn't pay just like a set like disability amount it's based off of your earnings and so that's why they ask for that information. So if it was an off the job injury, the disability benefit, um, it looks like.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Not exceeded 50 it won't exceed 50% of your monthly compensation and it's the same if it was disability for sickness. So that's why they do ask for that.
[CUSTOMER][NEGATIVE] OK, so it's not gonna help me then. I mean, like I, I, I guess I don't need to be putting in for it because I got paid, you know, my sick hours, they were my sick hours. I had to use that for my, you know, since I was off for two months, you know, but, so you're saying that it's not, if I got paid like normal, then this isn't gonna pay me anything.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well yeah I mean that's why it's asking for you were asking why it's asking for the monthly compensation and it's because they do base the benefit off of that so whatever the.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Disability plan would pay it's like 1/12 of your annual salary um doesn't include overtime or bonuses that's how they figure it.
[CUSTOMER][NEGATIVE] OK, yeah, so since I got paid normal, I'm not gonna, it's not going to cover anything, right? Most likely.
[AGENT][NEUTRAL] Yeah, I was looking to
[CUSTOMER][POSITIVE] It's only its spot. So I'm just so glad it's colonial now because with them, you know, it was like so much easier. It was just like, you don't have to use all your sick hours, which I don't have anymore, but I'm gonna start building them up again. You don't have to use them, and if something were to happen to me, I just, I applied for it and I get it. But with this, it's just like, like,
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Only if you're not getting paid, will they pay you, right? It looks like.
[AGENT][NEUTRAL] Yeah, I'm reading, let's see.
[CUSTOMER][NEGATIVE] Cause I just got the papers to my doctor. I think I'm just gonna go tell them, give them back to me. I'll just throw it all away. Cause I don't think it's the same way as colonial.
[AGENT][NEUTRAL] OK, let's see under the exclusions what it says here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I mean, it doesn't say anything in the exclusions about sick time, but I'm gonna double check and just make sure because I don't want you, like you said, to file the claim and go through all that if it's not even worth it.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[AGENT][NEUTRAL] Yeah, let me double check really quick. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for your patience and waiting on that. So yeah, it looks like um if you were getting paid sick time, it looks like once I was exhausted, the benefits would then kick in and this plan did have a 14 day elimination period too, so it wouldn't have paid for the 1st 14 days you were out.
[CUSTOMER][NEUTRAL] Yeah. I mean, that's how my, that's how my work one is, you know, like, I have short-term disability with American Airlines, and this was supposed to be like a supplemental. But, and so that's why I never put in for it because I already had sick hours, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] But when I called Colonial, they said, oh, you didn't have to use your sick hours. So I was able to, um, you know, I was able to put in, I ran out of sick hours, right? Uh, but one month, I did not run out of sick hours and they paid me for both months, you know, they already paid me. So it was just, and so uh they're, for us, that was a lot better, you know what I mean? Because, um,
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] That's awesome, yeah.
[CUSTOMER][NEGATIVE] Uh, yeah, well, I mean, it, it, it'd be good if I didn't have sick hours, but I guess I had sick hours for the first surgery that, you know, you, you were my insurer, you know, you were my supplemental insurance and, um, so, OK, it's not gonna work out. I'm just gonna let them know to trash the papers. Thank you so much, OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome have a nice day.
[CUSTOMER][POSITIVE] It was worth a try.
[CUSTOMER][NEUTRAL] All right. Bye-bye.