AccountId: 011433970860
ContactId: b89916d2-fc9f-43e8-b2d4-762a0262dfc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 844260 ms
Total Talk Time (AGENT): 343444 ms
Total Talk Time (CUSTOMER): 246232 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/b89916d2-fc9f-43e8-b2d4-762a0262dfc0_20250529T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, sorry, my name is [PII].
[AGENT][NEUTRAL] Hi [PII]
[CUSTOMER][NEUTRAL] Um, I got some, I got some forms sent to me.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] For short-term disability.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Trying to make sure which forms I fill out which ones I don't.
[AGENT][NEUTRAL] OK, so you just need help filing your claim, sir?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], what is your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And I can help you file your claim. Can I please get your policy number, sir?
[CUSTOMER][NEUTRAL] Um, trying to find out this, let me look here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh I got a group number.
[AGENT][NEUTRAL] OK, what is your group? Uh, no, sir. It will say mem.
[CUSTOMER][NEUTRAL] Is that it?
[CUSTOMER][NEUTRAL] Uh, 9
[AGENT][NEUTRAL] It might say member ID number or I can look it up with your social if you wanna give that to me and I'll pull in all your policies.
[CUSTOMER][NEUTRAL] OK, uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look you up real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your um date of birth for me, sir?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's [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] [PII].
[CUSTOMER][NEUTRAL] Birthday is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What else?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] Thank you, sir. And then I see that the phone number that you gave me to call you back on, sir, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you, [PII]. I appreciate it. All right, let me look up your short term disability.
[CUSTOMER][NEUTRAL] I need my.
[CUSTOMER][NEUTRAL] I need my policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me give that to you.
[AGENT][NEUTRAL] All right. Your policy number is 260.
[AGENT][NEUTRAL] 8995.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And the paperwork that you have is that the claim form?
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] I guess so it's uh yeah, disability claim form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policyholder statement um.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] All right, so, um,
[CUSTOMER][NEUTRAL] Let me look here. I got some uh.
[CUSTOMER][NEUTRAL] I have let's see.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A through
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] To A through F, I think, and then.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So on the claim form.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You're going to need to have your portion filled out, your employer's portion needs to be filled out under the employment details.
[CUSTOMER][NEUTRAL] I got like
[AGENT][NEUTRAL] And then the physician's portion will need to be filled out.
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] OK, I'm trying to figure out.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][POSITIVE] I feel that saved one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You filled out
[CUSTOMER][NEUTRAL] K1 K4.
[CUSTOMER][NEUTRAL] I don't have an order now far it's kind of.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Any position statement but.
[CUSTOMER][NEUTRAL] J 12.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] J 4
[CUSTOMER][NEUTRAL] They do all of that.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK, I got.
[CUSTOMER][NEUTRAL] Ens here.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] K.1
[CUSTOMER][NEUTRAL] To uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] K4
[CUSTOMER][NEUTRAL] Section or section G.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Oh, that's I got.
[CUSTOMER][NEUTRAL] last year on salary information.
[AGENT][NEUTRAL] Yes, sir, the
[AGENT][NEUTRAL] Right. That's your, um, if you have, right, your salary information, your sick leave time, your PPO time, that, um.
[CUSTOMER][NEUTRAL] How much I earn?
[AGENT][NEUTRAL] Salary information you may need to get uh your employer to help you fill that part out. This is your policyholder statement so any portion that deals with your job, I would get your employer to help you fill that out because they'll have all that information on you um they'll also need to fill out um the portion that has uh employment details.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The last date worked, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So all three parts need to be filled out. And then that first page of your disability form, did you see the little cheat sheet up there at the top so that you know what needs to be sent in.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] With your claim form.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] If your physician.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, you'll need your um.
[CUSTOMER][NEUTRAL] Section, uh, this section 8 or is it
[CUSTOMER][NEUTRAL] This has a bunch of um.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Cities and like.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] They're kind of right now, yeah.
[AGENT][NEUTRAL] Yes sir, you'll need to make sure and I wouldn't leave anything blank. I would make sure everything is filled out if it's not something that pertains to you just put an NA there.
[AGENT][NEUTRAL] But I would make sure that every single spot on the disability claim form is completed by you, your your employer, and your physician.
[CUSTOMER][NEUTRAL] OK, so uh.
[CUSTOMER][NEUTRAL] And you have to know if I have Social Security income.
[AGENT][NEUTRAL] Yes, it does you'll need to answer all those questions.
[CUSTOMER][NEUTRAL] OK, what I received per month or what?
[AGENT][NEUTRAL] Yes sir, the amount that you receive, how often you receive it.
[AGENT][NEUTRAL] Uh, when did it begin and when did it end?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What, the Social Security?
[AGENT][NEUTRAL] Yes, sir. I mean, that you can start with when it began and if you still receive it, just leave it blank because you don't have an end date.
[AGENT][NEUTRAL] Or you can write in there still still receiving.
[CUSTOMER][NEUTRAL] Yeah, right, OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, where it says begin date or end date.
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] If I got two of the same pages I mean uh.
[CUSTOMER][NEUTRAL] No it's K1284.
[AGENT][NEGATIVE] You'll see on the bottom of the form there's they're labeled so if you have 2, you should have 8 pages in total and they'll tell you this is 1 of 8 or 2 of 8.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean,
[AGENT][NEUTRAL] That'll help you. 8 pages total on the.
[CUSTOMER][NEGATIVE] Oh shit.
[AGENT][NEUTRAL] You'll see on the bottom of the claim form on the bottom right hand corner.
[AGENT][NEUTRAL] You'll see like it'll say page 6 of 8.
[CUSTOMER][NEUTRAL] Um, this is something.
[CUSTOMER][NEUTRAL] 78
[AGENT][NEUTRAL] That might help you get them in order.
[CUSTOMER][NEUTRAL] Let's see right here.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yeah, I do.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And you gotta know what uh.
[CUSTOMER][NEUTRAL] Our premium contributions paid by the insured on a, what is this pre-tax or post-tax basis?
[AGENT][NEUTRAL] Uh, you can find that out from your employer. It's your, uh, monthly premium that you paid for your policy.
[CUSTOMER][NEUTRAL] Oh it is?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, are they, are they, are they paid the insured on a preset or I don't know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, all information.
[CUSTOMER][NEUTRAL] Um, policy information acknowledge that.
[CUSTOMER][NEUTRAL] Organization name organization contact number.
[CUSTOMER][NEUTRAL] Organization, uh, fax number, is that you?
[AGENT][NEUTRAL] No, that's gonna be your employer.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so they need to fill out cave.
[CUSTOMER][NEUTRAL] Basically K18 234.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You've got it.
[CUSTOMER][NEUTRAL] And then uh.
[CUSTOMER][NEUTRAL] Do they need to fax their copies in or you want me to mail them with mine?
[AGENT][NEUTRAL] You'll have to mail
[AGENT][NEUTRAL] If you want to mail them in, you can mail them all in together or you can fax them all in together, but I wouldn't send them separate because it's gonna deny it and tell you that you need the additional information and when just makes it last take longer to do your claim.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This says relationship of personal representative to patient.
[CUSTOMER][NEUTRAL] Is that for some of that?
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] That's, um, sometimes there's disabilities where the patient can't speak or talk or write, so they have a representative, but if.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] You're not one of those, you won't need to have a representative sign.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I guess I'm covered for the daytime unemployed, uh, or not working, I mean.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Um, I'm showing that your policy is still active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did they pay that all at once?
[AGENT][NEUTRAL] It, it's a monthly amount um based on your policy.
[AGENT][NEUTRAL] For every month that you're out.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let me look it up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And this is just to verify your benefits. It's not a guarantee of payment. It looks like after the 7th day.
[AGENT][NEUTRAL] Of missing work after 1 week, you can go ahead and uh do your disability benefits. And it looks like to me that you get it for 3 months.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And it pays $650 per month.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Whether I'm off a month or not, right?
[AGENT][NEUTRAL] Right, for the full month, um, and all that will be dependent upon on the physician's statement and when he says you can come back to work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. If I have any more questions, I'll call you back.
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] OK, sounds perfect. We'll be here for you if you need us.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a wonderful day and thank you for calling APL, sir.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Yeah, you too.
[CUSTOMER][NEUTRAL] Bye.