AccountId: 011433970860
ContactId: b585d7d6-492b-4fb6-ad43-0c3f32d710b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 891429 ms
Total Talk Time (AGENT): 305927 ms
Total Talk Time (CUSTOMER): 493760 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/b585d7d6-492b-4fb6-ad43-0c3f32d710b3_20250213T17:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Yes ma'am, this is [PII] in [PII]. Um, I need to find out if there is anything, OK, um, about the short term disability.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, received a check.
[CUSTOMER][NEUTRAL] And a new claim form.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Can you please tell me what I need to do?
[AGENT][NEUTRAL] Yes, ma'am. Uh, what's your policy number, please?
[CUSTOMER][NEUTRAL] The letter of women.
[CUSTOMER][NEUTRAL] Uh, give me one second. I'm sorry, I'm.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Um, um
[CUSTOMER][NEUTRAL] Don't know why I didn't pull that out. I was looking at this and.
[CUSTOMER][NEUTRAL] Had a brain fart 1245023.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] 1245 023.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[CUSTOMER][NEGATIVE] You know, sometimes the old ladies's, um, brain farts are quite literally mini panic attacks, which is pretty much what just happened. So I looked at that one and I said it doesn't the, the cover letter does not give me instructions. Uh oh, I'm screwed.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, no, you're fine.
[AGENT][NEUTRAL] And Ms. [PII], uh, verify your date of birth, mailing address and email address for me.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you said date of birth, email, no date of birth, mailing address next [PII].
[AGENT][NEUTRAL] Mail
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. I love that. OK. And uh you're calling about, you say you received the claim form as well?
[CUSTOMER][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] The payment that I received is showing on the oh I guess you call it the award letter I'm not sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] January and February.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The plan all along.
[CUSTOMER][NEUTRAL] With the surgery is that I've got to be off for basically 3 months and that was before the pressure ulcer on my heel.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEGATIVE] I'm already bored, um.
[CUSTOMER][NEUTRAL] But uh yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I've just now got to partial weight bearing. Yay, I can actually spend on it a little bit.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, they took off a, um, a spur off my heel that looked in, he didn't, I didn't see the measurement, but in his hand, they, they took a picture of it in the OR and it looked like it was pretty close to the size of a half dollar.
[AGENT][NEGATIVE] Oh wow. Oh, that just sounds like it hurts.
[CUSTOMER][NEGATIVE] And, and then in the process, they had to relocate or remove and reattach a sick Achilles tendon because I had a partial rupture of that little puppy.
[CUSTOMER][MIXED] Which is actually why I had the surgery with the Achilles tendon, but the pain was coming from both of them.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] So, now you see one, no weight bearing, etc. yeah.
[AGENT][NEUTRAL] Well, I hope
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, it's just thinking about that Achilles, that's just.
[AGENT][NEGATIVE] Yeah, that sounds like it hurts.
[CUSTOMER][NEGATIVE] You know, it is not, it is not a comfortable procedure.
[AGENT][NEUTRAL] I bet.
[CUSTOMER][NEUTRAL] It's, it's just not. I tried like heck to let this thing heal on its own, but
[CUSTOMER][NEGATIVE] It just didn't.
[AGENT][NEUTRAL] Oh wait, yeah.
[CUSTOMER][NEUTRAL] Yeah, I didn't wanna have, I didn't wanna have to have the surgery, but I had had the surgery is what I'm saying.
[AGENT][NEUTRAL] Right. But, um, that, oh, go ahead, I'm sorry, when the doctor tells you.
[CUSTOMER][NEUTRAL] When the doctor tells you.
[CUSTOMER][NEUTRAL] Oh, no, no, you go ahead.
[CUSTOMER][NEUTRAL] When the doctor tells you that he's got to go in, uh, remove your Achilles tendon, whittle off the bone spur, reattach your Achilles tendon, no weight bearing for a month, no driving for a month or more.
[CUSTOMER][NEGATIVE] Um, because it's my right foot, no driving. I can't drive with my left, um, I would kill people. Uh.
[AGENT][POSITIVE] Great.
[AGENT][NEGATIVE] Oh I shouldn't like that. That's not.
[CUSTOMER][NEUTRAL] And then, um, in a boot that doesn't allow you to drive, so the boot doesn't flex.
[CUSTOMER][NEUTRAL] It's like a cast, like an air cast, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm stuck at the house except doctor's appointment days and the occasion when my husband isn't working 6 days a week, I do go out for a minute and he runs errands and I sit in the car.
[AGENT][POSITIVE] Just fun, fun times.
[AGENT][MIXED] Oh, wait. Um, and I can imagine the, the pain and, uh, well I have to say, not being able to walk, that, that, that's not good. But hopefully, everything works out for you.
[CUSTOMER][NEUTRAL] Like I said, um, it, it looks, I don't know what to do with this form and I happen to have a doctor's appointment today, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and usually when it's a continuing disability, um, you have to fill out that form and just fax it to us or fax it or submit it through the online service center if you, uh, set up on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't have an own I don't have a fax machine available here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and
[CUSTOMER][NEUTRAL] I don't have, uh, I, I mean, I'm not real tech savvy so what I did before was I mailed it. Is that OK?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, yes, ma'am. You can mail it to us and they usually would like to try because when it's a continuing disability, they usually process those around the [PII] of each month, just so as long as you have it before the [PII] of next month, you're good to go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, now the, the, the, when does this need to be dated from my doctor?
[AGENT][NEUTRAL] I don't think it's your doctor's portion. I'm thinking it's just your portion that needs to be completed, but let me double check. Give me one moment.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Because I can't drive, it is a little difficult to get things out to them. Um, really wish that I had landlines so that I could
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You know, so I had to do things on basically on appointment dates, um.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] We've already had to get off schedule because I have a pressure ulcer with the at the incision site.
[CUSTOMER][NEGATIVE] It's, I had a fall, and the pressure ulcer could easily be from that, from the bruising or the swelling associated with falling on the wound 5 days post-op, which was my fault, but it happened.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah. But no, you don't, uh, your doctor or physician, they don't need to fill out it. Uh, we don't need that portion or your employer's portion, just yours. Um.
[CUSTOMER][NEUTRAL] Oh, OK, just me?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, um, didn't, so that is, I'm looking at the form right now.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] A B C D.
[CUSTOMER][NEUTRAL] Oh, and there I do have another question and she.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, H.
[CUSTOMER][NEUTRAL] Yes or no?
[AGENT][NEUTRAL] I'm gonna pull up that.
[CUSTOMER][NEUTRAL] That looks like it would be the authorization, yeah, that's the authorization, so you don't need.
[AGENT][POSITIVE] Yes, that would have that one.
[CUSTOMER][NEUTRAL] You don't need day?
[AGENT][NEUTRAL] Uh, we don't need what? Say that one more time, I'm sorry.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Section J
[AGENT][NEUTRAL] Uh, no. Well, give me a second. I'll pull up the claim form. I just wanna make sure.
[CUSTOMER][NEUTRAL] That does, OK, um, you said you don't need section J and K?
[AGENT][NEUTRAL] Nope, not the short.
[AGENT][NEUTRAL] I don't believe so. Let me see.
[AGENT][NEUTRAL] Um, for continuing, it would be sections A through E, sections G and H.
[AGENT][NEUTRAL] I think K isn't that the J is the physician's portion, K is the employer, no, those two didn't, we don't need those.
[CUSTOMER][NEUTRAL] OK, so you said um do on the by the 15th is section A through what?
[AGENT][NEUTRAL] Uh, sections A through E.
[AGENT][NEUTRAL] In section G through H.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] D through H.
[AGENT][NEUTRAL] E G through H. Mhm.
[CUSTOMER][NEUTRAL] OK, section
[CUSTOMER][NEUTRAL] OK, G as in George.
[AGENT][NEUTRAL] Yes, ma'am. If you see on section G, it says continuing disability details. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and that is.
[CUSTOMER][NEUTRAL] Not the doctor?
[AGENT][NEUTRAL] No, ma'am. Uh, that is your portion of the claim form.
[CUSTOMER][NEUTRAL] OK, yeah, for some reason I was thinking that, for some reason I was thinking that was the um the doctor portion. So at this moment there's nothing else y'all need from [PII].
[AGENT][NEUTRAL] No, ma'am. And the phys I'm wondering if because it does ask for the physician's name and their contact number, but no, ma'am, we don't need anything from your physician or your employer.
[CUSTOMER][NEUTRAL] His
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, just wanna make sure I get all the appropriate forms to the appropriate places. Um, now I do have two other little quick questions and they're quickies.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I had didn't know how much the to ask for withholdings.
[CUSTOMER][NEUTRAL] And I don't know that there was any withholdings withheld. Can you tell me if they withheld anything for taxes or do I need to put that, put that money back?
[CUSTOMER][NEUTRAL] Make sure the RS is happy in the long run.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I don't see they took anything, so, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had wrote 20% in there because I did not know what the amount would be to write an amount, you know what I'm saying?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I didn't know if they would be paying by week, by month, you know, 2 weeks. I, I just flat didn't know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is all not, this is all new to me.
[AGENT][NEUTRAL] No, I understand. And that you can, I guess you can check with your employer to see if it's pre-tax or post-tax. If it's free, then it will be taken out if it's post and it's already been taken out with your employer.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, any other questions I can think of? Let's see, um, oh, what is the normal percentage with this particular plan?
[CUSTOMER][NEUTRAL] What does it generally pay?
[AGENT][NEUTRAL] Well, so you have a benefit max up to 2300 per month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That, that explains everything.
[AGENT][NEUTRAL] Yes, ma'am. It could change depending on when you return to work date.
[CUSTOMER][NEUTRAL] Because 2300 a month.
[CUSTOMER][NEUTRAL] And how, how long does this go?
[CUSTOMER][NEGATIVE] What is the duration, the maximum duration? I'm hoping to be back, but this is just me, but I'm hoping.
[CUSTOMER][POSITIVE] That this one will come on and heal up.
[CUSTOMER][NEUTRAL] And I can get back on the program where I'm supposed to be?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like I said, the, the one, the one slowed things down.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Especially if you can't put any pressure on it, you can't drive, you can't do much of anything until it heals. But um for your policy, you have a benefit period up to 6 months. So one disability uh cannot exceed 6 months. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, yeah, uh.
[CUSTOMER][POSITIVE] That's, oh wow.
[CUSTOMER][POSITIVE] Wow. See, honestly, that's a lot longer than I thought. So that's actually better news because
[CUSTOMER][NEGATIVE] Because that's the thing doesn't wanna seem to wanna heal well.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I could say I could send you a picture of it that would make your skin crawl.
[AGENT][POSITIVE] No, I'm good.
[CUSTOMER][POSITIVE] I think it looks better than it did the last time.
[AGENT][NEUTRAL] I, I kind of don't mind sometimes seeing pictures, but you don't have to, no, ma'am.
[CUSTOMER][NEUTRAL] You see, uh, I'm a nurse. So my friends are like, uh, picture.
[AGENT][NEUTRAL] But.
[AGENT][NEUTRAL] Yeah, like I had a friend of mine, her mom had knee replacement surgery and I was all into it. I was like, oh, show me the x-ray, show me the pictures. It's like, oh, I don't have the pictures. I have the X-ray. It's like that'll work. Let me see.
[CUSTOMER][NEGATIVE] Well, I got frustrated after the fact because I should have asked him if I could have the spur.
[AGENT][NEUTRAL] I
[CUSTOMER][MIXED] Because it, it, it was cool looking, but I didn't think about it, you know, they gave me happy drugs, put me under.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah and I just didn't think about telling him look, I want it.
[AGENT][POSITIVE] Will they let you have it, that would be cool. I mean, it's you, it's part of you, so I would they'll let you have it. Like, what you gonna do, throw it away, I can keep it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Both of my girls were like, Mom, did you say, did they, did they save it for you? I'm like oh [PII], I forgot to tell them.
[AGENT][NEUTRAL] That's what I'm gonna do. If I ever have surgery and they take out something, I was like, can I keep it? Can you just put it in a jar and let me keep it?
[AGENT][POSITIVE] That would be nice.
[CUSTOMER][POSITIVE] Oh well I appreciate your help so much, my dear. um, your name was what?
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. It's [PII]
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you. I'm sorry, I'm the absolute world's first with names and not knowing what it is.
[AGENT][NEUTRAL] Oh, me too.
[CUSTOMER][NEGATIVE] It doesn't help when you've been at home this long.
[CUSTOMER][NEUTRAL] Yeah, did you get your days mixed up?
[AGENT][NEUTRAL] Oh, yes. Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, I, I sent my, I sent my husband a message that says happy Friday this morning.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And he sent me back thank you but it's Thursday. Oh crap, today's my doctor's appointment. OK, thank you.
[AGENT][NEUTRAL] It's Thursday.
[CUSTOMER][NEUTRAL] it.
[CUSTOMER][NEUTRAL] Yeah, little stir crazy.
[AGENT][POSITIVE] Well, you have a great day. It was so awesome talking to you, Ms. [PII].
[CUSTOMER][POSITIVE] You too, [PII]. Thank you. Have a blessed day.
[AGENT][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.