AccountId: 011433970860
ContactId: b880e448-2976-4000-9edd-0ac939c90a1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295790 ms
Total Talk Time (AGENT): 136362 ms
Total Talk Time (CUSTOMER): 156303 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/b880e448-2976-4000-9edd-0ac939c90a1b_20250313T21:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], uh, my name is [PII] and I was calling with a question about my disability and [PII], she kind of, kind of found that she's covering it. I was wondering if I can speak to her if, if you can't answer it. I just want to get a clear answer.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, no, that's fine. And may I have a good contact number in case we're disconnected in your name?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII], [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Oh yeah, just a second here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I think 244456-62444566.
[AGENT][NEUTRAL] Thank you for that, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Yeah, they are [PII], and email address [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And what question did you have today?
[CUSTOMER][NEUTRAL] Well, basically, uh, like.
[CUSTOMER][NEUTRAL] After I receive benefits each month like what I just received, do I have to turn in a continuous form, and if so, before a certain date and trying to get an understanding of that. So I, so I won't be late, I can get it in properly.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so hold on one second, let me pull up the form.
[AGENT][NEUTRAL] So yes, you'll have to fill out a continuation each month for the next month. So like for now, um you could send it in. I will send it in as soon as you receive it in the explanation of benefits because the funds are dispersed around the [PII] of each month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I need to, so get it in before the [PII] of this month, correct? That's correct, right?
[AGENT][POSITIVE] From March, yes, I will get it in as soon as soon as possible.
[CUSTOMER][NEUTRAL] OK, that's what I want to make sure. So, like today is, I think the [PII] or tomorrow is the [PII], at least between today and tomorrow I'll get the form in. That's right. That's understanding. And, uh, correct, that's right at it. That was we're saying.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Right, um, but moving forward, like once you get the claims, once you get the um explanation of benefits from what you're going to send in from March, I will go ahead and do the continuation for April. So even if you get it in early, at least the claim will be processed and you're just waiting for the [PII] to get the money.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, that's what I, yeah, and that's what I, that's what I want to get a clear understanding about. So the continuation form. Now, what, what, what forms are those?
[AGENT][NEUTRAL] So it's the same disability claim form. You're just filling out, I think it's pages 2 and 3, but let me make sure. Hold on one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I think, I think you're right. [PII] didn't sound like it was nothing difficult, just my information or something like that.
[AGENT][NEUTRAL] Right, just yours, um, you don't have to do like the doctor in your job anymore unless you know, you get extended or something, but for right now it's just your part.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, just my part. OK.
[AGENT][NEUTRAL] So, yes, sir, it's pages 2 and 3. And then once you send
[CUSTOMER][NEUTRAL] So filling pages, OK, go ahead.
[AGENT][NEUTRAL] So once you send in um 2 and 3, so like let's say you already had march in and then you went ahead and you sent in 2 and 3 today, so then they will go ahead and process and it'll say it's done, but you won't be able to get the funds until the [PII], but you're ahead, you see what I'm saying?
[CUSTOMER][POSITIVE] I like, I like that. I like that, I like that. So, I just got my benefits for this month already. I'm gonna go ahead and and send, send this one in today. I'm gonna go ahead and send, I guess this, this would be, and this one will be for April, right? This would be for April.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, so it is, so just wait to then so do that each month after I receive my benefits correct before the [PII], is that how you're saying do it? OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, I would just go ahead as soon as I receive the um funds or even in the mail, you know what, to be honest with you, if you wanted to just go on the website and get the form and save it to your computer, you can send it in when you get ready.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You know, and then you know your funds will be ready for the [PII].
[CUSTOMER][NEUTRAL] Really? OK.
[CUSTOMER][NEUTRAL] Got you. OK, so, OK, but just do it each month after soon after I get my funds, do it in, do it in. Don't do too much after that, just each one after each time I get my funds, correct? Is that what you're saying? OK, alright, that's what I needed to know in forms 2 and 3, correct?
[AGENT][NEUTRAL] Right, mhm. Yes, sir.
[AGENT][NEUTRAL] Pages 2 and 3.
[CUSTOMER][POSITIVE] Yeah, pages 2 and 3. All right, I'm gonna get those in today. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That'll be it. You answer my questions. Thank you so much, yep.
[AGENT][POSITIVE] You're welcome, Mr. [PII] and thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye bye.