AccountId: 011433970860
ContactId: b6dfa1bb-a7ae-4b55-99a0-5cf514a66cc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 548950 ms
Total Talk Time (AGENT): 178887 ms
Total Talk Time (CUSTOMER): 173764 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/b6dfa1bb-a7ae-4b55-99a0-5cf514a66cc0_20250512T19:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] Hey, good. How about you?
[CUSTOMER][NEGATIVE] I'm so sleepy. I didn't get to take a nap at lunch. I stayed up the whole time. Yeah. I've been trying to take a nap during lunch here recently, but I couldn't, I didn't today because [PII] told me I'm starving him by not giving him snacks for school. So I had to go get some snacks.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEGATIVE] I'm a little turd.
[AGENT][NEUTRAL] Don't starve him.
[CUSTOMER][POSITIVE] I know, so I bought him some Nutrigrain bars. I'm sure he'll love that, so.
[CUSTOMER][NEGATIVE] Yeah, like he's starving to death without having snacks at school and they're almost done. They got 1 more week and they'll be end of the school year, 2 more weeks, I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh you say you still need his snacks.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Yeah, he needs his snacks and they're not gonna do anything all week. I don't know.
[CUSTOMER][NEUTRAL] I don't know what he's need a snack for. You don't need that many snacks anyway, um, I have an insured on the phone and I explained to him what we need in order for him to file a claim. He has the claim form.
[CUSTOMER][NEUTRAL] And he has a question about the section where it's asking for if he's receiving any additional income and he asked if he has to fill that out and I told him he did and he wants to know why because when he bought the policy they didn't say that they would be taking out any money if he's receiving any other um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Benefits.
[AGENT][NEUTRAL] What coverage does, does he have? What's the policy number?
[CUSTOMER][NEUTRAL] Uh, 255-2846 it's a short term disability.
[CUSTOMER][NEUTRAL] I'm trying to look on the policy, see.
[AGENT][NEUTRAL] Um, I think there should be some type of verbiage. Let me see.
[CUSTOMER][NEUTRAL] Can give him a concrete address.
[CUSTOMER][NEUTRAL] So I.
[CUSTOMER][NEUTRAL] I that they were.
[CUSTOMER][NEUTRAL] Then he asked if um they're gonna be taking out premium or deducting premiums since he's on disability so I can do that's something you need to contact your employer about.
[CUSTOMER][NEUTRAL] But I'm assuming so. I mean, you gotta have a policy just because you don't able to work doesn't mean you can't pay the dis I mean you pay the premium.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, in the policy, it has um.
[CUSTOMER][NEUTRAL] People crack me up, I swear.
[AGENT][NEUTRAL] Where in the definitions it says.
[AGENT][NEUTRAL] Disability payment means your disability benefit minus any deductible, deductible sources of income as outlined in section 3. So then when you go to section 3.
[AGENT][NEUTRAL] See what it has in section 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 4 section 3.
[CUSTOMER][POSITIVE] Thanks how here terminal illness.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] The pay will provider so.
[AGENT][NEUTRAL] Uh let's see, I'm trying to see where it has about.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] this is pay for less than that will be reduced.
[AGENT][NEUTRAL] Thought there was something that said something about other income. Let me keep looking.
[CUSTOMER][NEUTRAL] I cannot see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, the stability earnings more than 80% of your monthly compensation.
[AGENT][NEUTRAL] What is his monthly benefit? Let me see.
[CUSTOMER][NEGATIVE] I'm so sick of all this rain.
[CUSTOMER][NEUTRAL] I don't know about y'all, but it rained all day Saturday.
[AGENT][NEUTRAL] Did it.
[CUSTOMER][NEUTRAL] And started off Friday. Yeah, and then it was all nice, sunny, and pretty yesterday. And then it started back raining again today. It's like, come on, man, aren't you tired of it? The ground is just soaked.
[AGENT][NEUTRAL] Oh, yeah, we had that moment when it was all of that rain.
[AGENT][NEUTRAL] Let me pull up the disability form so I can see what the verbiage is on the form because that's the only way we're gonna determine if he follows suit with the requirements of his disability benefit.
[AGENT][NEUTRAL] Because he can exceed that amount, 80% of his um disability.
[AGENT][NEUTRAL] C 444.
[CUSTOMER][NEUTRAL] And where are you seated under?
[AGENT][NEUTRAL] I'm still looking where it says exceed 80%.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, that's on section.
[AGENT][NEUTRAL] That's on page.
[CUSTOMER][NEUTRAL] Available through um.
[CUSTOMER][NEUTRAL] Will be 10, not, not to see 60%.
[AGENT][NEUTRAL] Oh, I was looking at the termination port where in 80, but let me scroll back to where.
[AGENT][NEUTRAL] Yeah, that's on the um.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] It says that the date of disability earnings are more than 80% of your monthly compensation.
[AGENT][NEUTRAL] Disability earnings means the gross monthly earnings you receive while disabled and working.
[AGENT][NEUTRAL] But that's what I see here.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] But yeah, and the, the first section of the scheduled benefits, it says that his, his monthly disability benefit cannot exceed 60% of his monthly compensation. So yes, in order to determine that, we need to know if he's receiving any other income to determine if he, he meets the requirements for his disability benefit.
[AGENT][NEUTRAL] Yeah, cause right there where, where is your disability benefit is and it gives that $1500 amount and it cannot exceed that 60% of your monthly compensation.
[AGENT][NEUTRAL] If applicable, your disability benefit will be reduced by deductible sources of of income.
[AGENT][NEUTRAL] So that's where that section will come and play with him fill it out if he has any other income in order for them to determine that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK, I'll, uh, let him know if you have any other questions. I probably call back we'll see.
[AGENT][NEUTRAL] OK. Yeah, I would just tell him [PII] and he also can refer to his policy on the schedule of benefits.
[AGENT][NEUTRAL] That outlines that
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] Yeah. You're welcome.
[CUSTOMER][POSITIVE] All right, have a great one.
[AGENT][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] Bye.