AccountId: 011433970860
ContactId: b207d1cb-59df-4bbe-bc4e-eecbe103c567
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1001950 ms
Total Talk Time (AGENT): 360767 ms
Total Talk Time (CUSTOMER): 287971 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/b207d1cb-59df-4bbe-bc4e-eecbe103c567_20250227T21:44_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], I was calling to see what, what do I need to do so I can get another check for my Social Security.
[CUSTOMER][NEUTRAL] Uh, my short term disability I have with y'all.
[CUSTOMER][NEUTRAL] I don't know if it was coming real though.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had went and I don't know.
[AGENT][NEUTRAL] OK, so you are the insured and you filed a claim with APL on your short-term disability policy?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, with MAU because I work for [PII].
[CUSTOMER][NEUTRAL] And y'all sent me a check last month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And uh um and I was saying if I don't get one this month or if I need to go to the doctor again or re refile it or what because I'm not working.
[AGENT][NEUTRAL] OK, yes, sir. Well, I can
[AGENT][NEUTRAL] OK, so I can help you with that. So first off, uh, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I'm so sorry. Would you please give me your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you, Mr. [PII]. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This number is this number on there?
[AGENT][NEUTRAL] What number? No, sir, I can't see the number.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Um, you can call, um, [PII]. That's my um ex-wife number. She can talk for me if you'll need to get back with me.
[AGENT][NEUTRAL] OK, so we would not be able to speak to her unless you were present with her. We can't call her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see what this number is on this phone.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What's that phone stuff that I had.
[CUSTOMER][NEUTRAL] Just 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I can't even find a case to unbulky.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] I'm gonna find out this phone number is. Oh, I can look on here yeah.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] phone
[CUSTOMER][NEUTRAL] No, I'm good. Just, can we move on, um.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes, sir. I'm here, but I will, yes, sir, but I'll need a contact number for you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK, hold on, let me see.
[AGENT][NEUTRAL] And I'm also gonna need your policy number.
[AGENT][NEUTRAL] If not, I can look up your information with your full social.
[CUSTOMER][NEUTRAL] Yeah, please do that, it's [PII].
[AGENT][NEUTRAL] OK, and I can be looking that part up while you're getting the phone number.
[CUSTOMER][NEUTRAL] Can you text me my phone number right quick?
[CUSTOMER][NEUTRAL] You said my policy number too or you got it?
[AGENT][NEUTRAL] I have that now. So any information, Mr. [PII] that I provide for you would be a verification of benefits and not a guarantee of payment. First off, please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well I got [PII].
[AGENT][NEUTRAL] What is your city, state, and zip?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] I had a phone number too.
[AGENT][NEUTRAL] OK, let's finish your address and then we'll go to the phone number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your zip code?
[CUSTOMER][NEUTRAL] I think it's
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's the [PII], I think it's.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] [PII] I think.
[AGENT][NEUTRAL] No, that's not what we have on file.
[CUSTOMER][NEUTRAL] Do you have, do you have [PII]?
[AGENT][NEUTRAL] Yes, sir, but I need for you to verify the zip code for me also.
[AGENT][NEUTRAL] For that address.
[AGENT][NEUTRAL] We have certain things, Mr. [PII] that we have to verify for security reasons.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Get it
[CUSTOMER][NEGATIVE] I suffered a big concussion on my mind ain't like I used to be.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] That phone number is [PII] you said wait.
[CUSTOMER][NEUTRAL] Let me just look at my life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the, and your phone number that's on file, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, I don't know if y'all should have [PII], um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I changed phones on there on, do you have um.
[CUSTOMER][NEUTRAL] Do y'all have the [PII] number?
[AGENT][NEUTRAL] Yes, sir. That is what is on file for you.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Is that your phone number?
[CUSTOMER][NEUTRAL] Um, that was my 2nd number, but I can give you my, uh, because I got my number changed. Do you want the new one?
[AGENT][NEUTRAL] OK, I will, once, OK, I can go ahead and put your current phone number in notes and then I will explain to you what you need to do to get this other number taken off.
[CUSTOMER][NEUTRAL] Well, we can leave that number there I mean.
[AGENT][NEUTRAL] So we can still call that number and reach you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, so, so thank you very much. OK, so Mr. [PII], I see that there was a payment issued for you.
[AGENT][NEUTRAL] Um, earlier, you know, as you have already mentioned.
[AGENT][NEUTRAL] So this, hey, this.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] So this latest claim that was processed.
[AGENT][NEUTRAL] It paid you until [PII].
[AGENT][NEUTRAL] Was that your original return to work date?
[CUSTOMER][NEUTRAL] Um, no, I, um, I only got one check from them, and then, um, I went and, um,
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, I couldn't go, I couldn't work anymore. So I'm saying, cause I have to have surgery, so I'm saying, do I need to resend all that stuff back?
[AGENT][NEUTRAL] Yes, sir. Every, if your doctor extended your time off from what was initially filed, let me look. Then yes, sir, your physician will have to
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me just one moment, Pendergraph.
[CUSTOMER][NEUTRAL] I see, alright.
[AGENT][NEUTRAL] Please bear with me. I'm trying to, yes sir, I'm trying to get some information to load to look at a couple of things.
[CUSTOMER][NEUTRAL] So I just redo them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I guess I'm not getting one here next week then.
[AGENT][NEUTRAL] So, yes, sir, you will per the notes.
[AGENT][NEUTRAL] That your doctor initially submitted, the anticipated return to work date was [PII]. So this claim that was that we processed and paid the benefits to you, that paid you to that date. So if you are still off work, then yes, sir, you will have to have your physician to complete their portion of the claim form again.
[AGENT][NEUTRAL] And then each, and you will also have to
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, complete your section, you have to complete your section each month that you're out. The physician only has to complete their portion or your employer if you return to work changes.
[CUSTOMER][NEGATIVE] OK, I haven't returned to work.
[AGENT][NEUTRAL] Correct. So this only had you off of work until it had you, your doctor had you returning to work based on the information that we have now on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK, but now I got doctors that I have to, I'm gonna have to have surgery. So you're saying I just basically need to call y'all back and redo everything, uh, my portion of.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Well, you have
[CUSTOMER][NEUTRAL] And resubmit it.
[AGENT][NEUTRAL] Yes, sir. You need to have your doctor that currently has you off of work, that did not release you to, to return to work. Is that correct? You were not released to return to work. Is that correct?
[CUSTOMER][NEUTRAL] I mean, I don't know, um.
[CUSTOMER][NEGATIVE] Well, if you said they paid me till then and I wasn't released to turn to work.
[AGENT][NEUTRAL] Yes, so that's what I'm asking you. Your doctor did not release you to turn to work. Is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, yes, right.
[AGENT][NEUTRAL] So yes sir, then they need to complete their section of the claim form again.
[AGENT][NEUTRAL] Now, I will be
[CUSTOMER][NEUTRAL] OK, and contact a not MAU.
[AGENT][NEUTRAL] You will also, uh, I'm sorry, go ahead, what's your question?
[CUSTOMER][NEGATIVE] Cause I
[CUSTOMER][NEUTRAL] Go ahead, I was just trying to see if I just needed to send this stuff that I did before to y'all.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then uh my doctor uh send it just like the same um procedure I did.
[AGENT][NEUTRAL] Yes, sir. It would be the same process like you did before. You will, mhm.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] And you can upload it into the portal because I can see that you do have your profile set up where you can log in online.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, yes, sir. You can, you, it would be the same steps as before.
[AGENT][NEUTRAL] The claim form completed by.
[CUSTOMER][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] You, your physician, and your employer.
[AGENT][NEUTRAL] And then submit that to us for review.
[CUSTOMER][NEUTRAL] Alright, can you, um.
[CUSTOMER][NEUTRAL] Can you um email me that information or I'm gonna have to just go back in and file is already there.
[AGENT][NEUTRAL] Are you asking if I could email you the claim form?
[CUSTOMER][NEUTRAL] I would just
[CUSTOMER][POSITIVE] The the stuff that I needed, yeah.
[AGENT][NEUTRAL] Give me one moment. I can email you the claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And all of the instructions.
[AGENT][NEUTRAL] As far as how to complete the form, all of that, that is on the very first page of the claim form, OK? So just use that as your checklist. So give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So I'm still eligible as long as I just resend this in.
[AGENT][NEUTRAL] Well, your physician, it will have to be reviewed.
[AGENT][NEUTRAL] You return to work, yes sir, we will have to review the new information that is submitted.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then you should have also received your explanation of benefits in the mail with your last claim that was processed that also had the information included, you know, as to what would be needed.
[AGENT][NEUTRAL] And that would have been mailed to your [PII] address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so just one moment. The email that I'm going to send to you now, Mr. [PII] is gonna come from [PII], and I did put APL disability claim form in the subject line for you.
[CUSTOMER][POSITIVE] OK awesome.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you w[PII] at the moment?
[CUSTOMER][NEUTRAL] Yeah. And you say your name was [PII]?
[AGENT][NEUTRAL] I did, yes, sir.
[CUSTOMER][POSITIVE] All right, well thank you I'll get this and I appreciate your time.
[AGENT][POSITIVE] Well, you are certainly very welcome. So is, um, again, if that's all I can help you with at the moment, thank you for calling APL and I hope you have a nice evening.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Yes, sir. You're welcome. Bye bye.