AccountId: 011433970860
ContactId: bd7190d2-f9ef-447f-b2ca-07d836867317
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1019070 ms
Total Talk Time (AGENT): 359181 ms
Total Talk Time (CUSTOMER): 288543 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/bd7190d2-f9ef-447f-b2ca-07d836867317_20250527T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, I was calling to, uh, set up a claim for my, uh, disability.
[AGENT][NEUTRAL] OK, you were needing assistance getting that claim filed, is that right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can help you out with that. uh, what was your name?
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] Uh, what was your name, please?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Um, not on hand right now, no. I have to find it somewhere. Sorry.
[AGENT][POSITIVE] That's OK. Um, I can also start choosing your social. That's right.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Uh, let me know when you're ready for the social.
[AGENT][POSITIVE] Oh, I'm ready when you are.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] OK, and then just gonna verify some information really quick, uh, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your uh mailing address?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address that we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] The [PII] OK [PII].
[AGENT][NEUTRAL] Perfect. Alright, I appreciate you verifying all of that. Alright, so you've got a couple of different options uh for getting claims filed with us, [PII]. um, I will, do you have access to a desktop or a laptop computer?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have an iPad. Would that work?
[AGENT][NEUTRAL] Um, you know, I'm not sure, so our online portal is currently undergoing some changes, uh, as we speak, um, and as it stands at the moment it doesn't have support for mobile devices, um, that could change tomorrow, um, so I mean it's just one of those things, um, I will say that's through our online portal is go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah, yeah, let's see. I just, I have.
[CUSTOMER][NEUTRAL] No, I was gonna say I do have a computer. Let me just get it. It's probably dead so it might take a second to come on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Might just take a second to come on. I don't use it very often.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] No, you're fine um and with the changes being happening at the moment the website might be undergoing that maintenance so it may not even let you at the moment we can definitely try. I will say um I don't have an ETA, but I think by tomorrow it should be up and running um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It might be later today, but if and when it does, I will say that's going to be the quickest and easiest way to get claim information to us otherwise I do have a mailing address and a fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] It's turning on.
[AGENT][NEUTRAL] Sure, no, you're fine.
[AGENT][NEGATIVE] Seems like everything's running slow today.
[CUSTOMER][NEUTRAL] Oh I know.
[CUSTOMER][NEUTRAL] And it has been a minute since I turned it on.
[CUSTOMER][NEUTRAL] Because I have a separate one for work, so like this personal one never gets used.
[AGENT][NEUTRAL] Sure. Yeah, I understand, especially if you've got an iPad.
[CUSTOMER][NEUTRAL] Let's see, come on.
[AGENT][NEUTRAL] So what I can do in the meantime [PII], I can go ahead and email you uh this claim form and in that email I can also include the link to our online portal uh if you've not created an account before you would just use all of that information that we just verified, including that same email uh to set up your account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my Gmail account.
[CUSTOMER][NEUTRAL] But yeah, and I have not created an account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, it turned on and then it turned off but.
[AGENT][NEUTRAL] Did you need that web address? No no no you're fine.
[CUSTOMER][NEUTRAL] Let's see, I can try it on the iPad. What is it?
[AGENT][NEUTRAL] You can try, yeah, for sure, um, so it's secured, the word secured with an [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. Yes, so secured. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And then you would select a new user.
[CUSTOMER][NEUTRAL] OK, I'm an individual.
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][NEUTRAL] OK, so far it's let me put stuff and we'll see.
[AGENT][NEUTRAL] Really the biggest pickup I've noticed with mobile devices uh is going to be when you actually go to upload claim information but uh we can definitely give it a shot or at least just get the account created until uh your desktop boots up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, uh, oh my.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, what does it say about the password?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You able to get it set up?
[CUSTOMER][NEGATIVE] Yeah, it says it's submitting like trying to make the account. I had to change my password or add something to it, I should say.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, yeah, it's gotta be particular.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Let's see, right down, I will forget. OK, so now I can log in.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Finally got in.
[AGENT][NEUTRAL] All right, I'll set up.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, let's see ask me to put in my [PII].
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] Awesome OK so they're on the main page you said excuse me, you should see an area that says, uh, upload documents or or something like that. Uh, that's where you would anything uh that you would need for any sort of claim information that's where you'll upload it. It gets to us pretty quickly, um, although I will say that, uh, it can take about 7 to 10 business days for claim information to process or.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] le processing, uh, it may not take quite that long but of course you can also view the status uh on the website or you can give us a call and check on it as well if you'd like um I did send you an email with the disability claim form and uh that will the instructions on the front page will show everything that is needed. There is a portion that does have to be filled out by your physician and then returned to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do I just, I guess I.
[CUSTOMER][POSITIVE] So that in and then hopefully they'll.
[CUSTOMER][NEUTRAL] Get it. I have to figure it out.
[AGENT][POSITIVE] Yeah, however, uh, it is easier for your provider, um, yeah, to get that portion filled out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then from there you can just upload it um.
[AGENT][NEUTRAL] Or if they want to fax it they can fax it once it's completed uh whatever is easier for you all.
[CUSTOMER][NEUTRAL] OK, um, what is this like I faxed to y'all, I guess.
[AGENT][NEUTRAL] Sure, yeah, um, whatever is easier and I can go ahead and give you that fax number if they're able to do that.
[CUSTOMER][POSITIVE] Yeah, yeah, I'll write that down just in case that's easier for them.
[AGENT][NEUTRAL] OK, let me know when you're ready for that.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] OK, that is 877.
[AGENT][NEUTRAL] 365. Mhm.
[CUSTOMER][NEUTRAL] 877
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 23 OK.
[CUSTOMER][NEUTRAL] OK, I'll log it in so I can.
[CUSTOMER][NEUTRAL] Get the email that I sent.
[CUSTOMER][NEUTRAL] OK, let's see
[CUSTOMER][NEUTRAL] Oh, OK, I see it.
[CUSTOMER][NEUTRAL] What's oh wait 01 of it is.
[CUSTOMER][NEUTRAL] Oh how to reach out to y'all and then the form.
[CUSTOMER][NEUTRAL] OK, let's see
[CUSTOMER][NEUTRAL] OK, so then on the form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I need to fill out complete statement sections A through H.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So section I is not required, but doing this or reduced delay is what is on I.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, OK, and then.
[CUSTOMER][NEUTRAL] What form needs to be filled out by my doctor just to make sure I send them the correct thing.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I believe it's the last few pages uh and you'll see at the top it'll say attending physician statement.
[AGENT][NEUTRAL] Um, and those pages are what's going to be filled out by the physician.
[CUSTOMER][NEUTRAL] OK, oh yeah, disability claim form attending physician statement.
[AGENT][NEUTRAL] Yes, I believe there are 3 pages.
[CUSTOMER][NEUTRAL] And then the claim and then.
[AGENT][NEUTRAL] Or I'm sorry, 2 pages I think yes it's all the J section um and then the very last page um is going to be the insured's statement essentially.
[CUSTOMER][NEUTRAL] Oh, OK. Treatment
[CUSTOMER][NEUTRAL] Yeah, yeah, OK.
[CUSTOMER][NEUTRAL] OK, um, policy here.
[CUSTOMER][NEUTRAL] your information.
[CUSTOMER][NEUTRAL] Insured like talking about through the disability or is this referencing my um.
[CUSTOMER][NEUTRAL] Like medical insurance. I'm just making sure I know what I'm putting in here is required.
[AGENT][NEUTRAL] No, so, um, with the term, uh, terminology of the insured that is you, so you are the insured that's all that means, yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That would be for, you know, if somebody were filling the information out for you or something like that but as it's one and the same for you.
[CUSTOMER][NEUTRAL] OK, so then once I
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, got you, got you, got you. So once I fill out all these forms, get my doctor to fill it all out, just upload it and then that's it.
[AGENT][POSITIVE] Yes, absolutely, so you can either upload it or again um if they wanted to fax it over once it's completed they can do that as well.
[CUSTOMER][NEUTRAL] OK, and you said it takes like 7 to 10 business days?
[AGENT][NEUTRAL] Uh, to process, that's correct, once it's been received, um, and then, uh, [PII], do you want me to go ahead and give you, I don't believe you had your policy number. I can go ahead and give that to you if you'd like.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, please. I have it somewhere, but OK.
[AGENT][POSITIVE] OK, let me know when you're ready, no worries, yeah.
[AGENT][NEUTRAL] OK, so that is 02.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] 58.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 95.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 60.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any other information I need to be able to fill all this out, or I think sounds like I have everything.
[AGENT][NEUTRAL] No no that should be yeah.
[AGENT][NEUTRAL] That should be all you need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect and then I guess uh so.
[AGENT][NEUTRAL] Alrighty, did you have any other questions for me at the moment?
[CUSTOMER][NEUTRAL] Let's see, I mean that other email that I got from y'all has a number that I can call if you have questions, the the [PII] number.
[AGENT][NEUTRAL] Yeah, it should just be the same number, yeah, the uh [PII] that's us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yep OK perfect well I appreciate it.
[AGENT][POSITIVE] Alright, of course, yeah, I hope you have a great rest of your day, [PII]. Let us know if you need anything else.
[CUSTOMER][POSITIVE] Thank you have a good one.
[AGENT][POSITIVE] All right you too thank you bye bye.
[CUSTOMER][NEUTRAL] OK bye.