AccountId: 011433970860
ContactId: b1aef351-82d9-4efd-a5f0-8a3a63603cc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 709429 ms
Total Talk Time (AGENT): 331802 ms
Total Talk Time (CUSTOMER): 256483 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/b1aef351-82d9-4efd-a5f0-8a3a63603cc4_20250415T22:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][POSITIVE] I'm doing well.
[CUSTOMER][NEUTRAL] I am calling.
[CUSTOMER][NEUTRAL] I am calling because I need, I'm getting ready to do a surgery for uh at uh for a hernia.
[AGENT][NEUTRAL] Uh yes ma'am.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And I needed the paperwork, they told me I was eligible for the disability.
[CUSTOMER][NEUTRAL] I work for the company and the.
[AGENT][NEUTRAL] OK, I can help you as far as filing a disability claim. Um, can you please give me your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is your policy number?
[CUSTOMER][NEUTRAL] Uh, I got to, I don't know. She might have to use the social security number.
[AGENT][NEUTRAL] Yes, ma'am. What is that, please?
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] OK, give me one second. I'm gonna get up and move out of here cause I don't need right here. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Take your time.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 23
[CUSTOMER][NEUTRAL] 965 7
[AGENT][POSITIVE] Thank you, Ms. [PII]. Let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got your policy pulled up. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, [PII] email [PII].
[AGENT][NEUTRAL] OK, and then the phone number you gave me to call you back on if we're disconnected, ma'am, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much. Alright, are you signed up for the online service center?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, uh, the online service center is a good place to sign up. We, um, it's a direct portal to your policy and you can actually file claims through the online service center.
[AGENT][NEUTRAL] Let me give you that address.
[AGENT][NEUTRAL] Do you have a pen and paper handy?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, give me a second.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So you're telling me I have, you can't send out the paperwork.
[AGENT][NEUTRAL] We can send it uh you can send it in, but this is just an easier way to do it if if you wanna get it done it'll send you confirmation that we've received the claim it also gives you updates where the claim is during the process and if there's any additional information needed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][POSITIVE] It's secured, [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, when you go in there the very first time you're gonna click that you're a new user.
[AGENT][NEUTRAL] And then the second option is you're gonna choose you're an individual with an APL policy.
[AGENT][NEUTRAL] And I also have a website if you choose not to use that, I have a website that you can go to to get your claim form.
[CUSTOMER][NEUTRAL] OK, what's that?
[AGENT][NEUTRAL] For your short term, that website is going to be a.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] When you get
[CUSTOMER][NEUTRAL] Is that all together?
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] That that together.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The a.m. alright.
[AGENT][NEUTRAL] Once you get on that website in the top right hand corner you're gonna click on claims and forms.
[AGENT][NEUTRAL] And on page 2 you're gonna check the short term disability claim form.
[AGENT][NEUTRAL] You'll download that claim form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the first page of the claim form is a good cheat sheet for you to look at to tell you everything that you need to send in with the claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It um
[AGENT][NEUTRAL] It makes it very easy for you to be able to do it. And the main thing is to make sure that you fill out your portion of the claim form, the doctor fills out their portion of the claim form, and your employer fills out their portion of the claim form too. So all three portions need to be filled out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, but I still want you to send it.
[AGENT][NEUTRAL] OK, you'd like for me to send you a claim form?
[CUSTOMER][NEUTRAL] Yes, everything I need so I can get it done or at least start, but what I'm asking too is this has to be done before.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The procedure
[CUSTOMER][NEGATIVE] Or after, or it doesn't make a difference.
[AGENT][NEUTRAL] It will have to be done after because you'll have to have the doctor fill out their portion stating that you will be off of work.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Not unless you can get him to do that before he does the procedure.
[AGENT][NEUTRAL] And then what I'm going to do is I'm gonna.
[CUSTOMER][NEUTRAL] OK, but that's not I uh you got.
[CUSTOMER][NEGATIVE] I didn't know how you guys wanted it done because for me to do it after the procedure it's gonna be an issue because it's gonna take, I can't move around like that.
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] I know I won't be able to move around like that, but that's my asking, so I didn't know, yeah, I need to get to the [PII]. I need to do all of that.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yes ma'am, um, if.
[CUSTOMER][NEUTRAL] Maybe the day before or something like that.
[AGENT][NEUTRAL] Right, if they can do it before and they're gonna state that you're gonna be off work so many days and your employer also fills out their part starting date that you'll be missing work, that's OK they can fill that out. Um, now there's a 7 day, uh, waiting period from the time that you no longer are at work that you have to wait um before the claim will be able to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Become effective.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so what I'm going to do real real quick is I'm gonna send you an email while we're on the phone together with that claim form for you.
[CUSTOMER][NEUTRAL] And I remember she was saying
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're gonna be just a second while I get it together.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And I'm also putting your policy number in the subject line so you have that too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I finally reached the right person, you think?
[CUSTOMER][NEUTRAL] Cause I'm telling you, I was, I was really
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, because I called.
[CUSTOMER][NEUTRAL] Um, I left a message yesterday, which is OK because I knew everybody was busy, but then I just got off the phone with the lady.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] I got a phone with, with a, a customer guest, I mean the whoever was like you, you know what I mean? and she's gonna tell me I didn't have no benefit excuse me.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I said, honey, ever since I was with them.
[AGENT][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] Over 3 years. I
[AGENT][NEUTRAL] Yeah, you
[AGENT][NEUTRAL] Yeah, your policy has been in effect since [PII].
[CUSTOMER][NEUTRAL] Well, I don't know what she was looking at. She said since Jan since [PII], I had no nothing. And then when she asked me for my name.
[CUSTOMER][NEUTRAL] I'm like
[CUSTOMER][NEGATIVE] And my, and my, I said no, no, no, something is not right. So that, that told me she wasn't, she didn't know her job. Then she calls me back right after I got out the car and got into the house. Then she says, um, she leaves a message because see my, my phone kicked it out. And so she says I read the text message on my phone from the voicemail and she says, I'm sorry, it was two policies there and one that really? Why would there be two there with and one didn't have.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah.
[AGENT][POSITIVE] Yes, ma'am. I understand. Oh, I'm so sorry you went through that, but I've got the claim form on its way to you now. I have sent it already. So you should be getting it in your email here just any time.
[CUSTOMER][NEUTRAL] I'm a pressure and with, yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] If I can see
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] See, but I hope I haven't cut you off because I'm not used to.
[AGENT][NEUTRAL] No, that's OK. If you do, I've got your number written down so I can call you right back.
[CUSTOMER][NEUTRAL] OK. All right. Let me see now.
[CUSTOMER][NEUTRAL] This one let me see what this is. Care team short term disability, yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Yep, yep, yep, phone policy 2,297,410, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, so I just print this out, am I right?
[AGENT][NEUTRAL] Yes, you can print that out and do you see that first page how it tells you everything that you need to send in with that claim form?
[CUSTOMER][NEUTRAL] OK, let me see now.
[AGENT][NEUTRAL] That first, very first page.
[CUSTOMER][NEUTRAL] OK, let me see the secured MMAM public, is that what I hear?
[CUSTOMER][NEUTRAL] And then because it says download 4.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's what she did.
[AGENT][NEUTRAL] On that email that I sent you, you should be able to right click on the claim form and just open.
[CUSTOMER][NEUTRAL] OK, my daughter gonna have to mix with this thing.
[AGENT][NEUTRAL] Yes, ma'am, I understand.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] As long as I got she'll she'll know how to get into it. That's, that's the kind of stuff she does, so that's that'll work out.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Have
[CUSTOMER][POSITIVE] No, ma'am. Thank you.
[AGENT][POSITIVE] Well, I hope that your procedure goes well for you and you heal up nicely and it's not too hard on you. I'll be thinking about you, OK?
[CUSTOMER][POSITIVE] Yeah girl, see a prayer, the older I get, the more it look like I got to pray for.
[AGENT][POSITIVE] Yes, ma'am. I will make sure I say a prayer. I will.
[AGENT][POSITIVE] I believe in prayer. You're very welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am.
[AGENT][POSITIVE] I hope, I hope you have a wonderful night and thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Mhm bye bye Ms. [PII].