AccountId: 011433970860
ContactId: be7a60aa-e2ef-42a2-9afa-ca258c569cfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 642159 ms
Total Talk Time (AGENT): 207588 ms
Total Talk Time (CUSTOMER): 346027 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/be7a60aa-e2ef-42a2-9afa-ca258c569cfd_20250513T19:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing? My name is [PII]. Yeah, and I took, uh, a copy of my direct deposit back to APL, but I'm trying to see if they received it if I sent it to the right person.
[AGENT][NEUTRAL] OK, uh, do you have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, it's uh 02.
[CUSTOMER][NEUTRAL] 37
[CUSTOMER][NEUTRAL] 3131.
[AGENT][NEUTRAL] OK, can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And do you have a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And just need two more pieces of information, your address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you. Uh, let's see.
[AGENT][NEUTRAL] And when did you send the direct deposit?
[CUSTOMER][NEUTRAL] I think I did send about 20 minutes ago, slip back to y'all.
[AGENT][NEUTRAL] Oh, OK, you said 20 minutes ago. Um, it'll take about 72 hours to load into our system, so I, I don't see it yet. It takes, like I said, about 72 hours to get into the system.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So if you wanna give us a call back.
[CUSTOMER][NEUTRAL] All right, got it.
[AGENT][NEUTRAL] On like Friday morning we should be able to confirm that we've received it.
[CUSTOMER][NEUTRAL] Alright, and one more thing, one more thing I wanna ask you. Alright, um, I've, I've been out of work since, uh, like February, but I received the a payment from y'all, I think on the [PII] or the [PII] or some uh [PII]. Uh, would you be able to tell me in your system if I was gonna get one for, for, uh, for May?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Yeah, it looks like this one paid for.
[AGENT][NEUTRAL] Through [PII].
[AGENT][NEUTRAL] Um, let me, uh, can I get you over to our claims department and they'll be able to check and see.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] OK, can I help you with anything else though before I transfer you?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[AGENT][NEUTRAL] Um, hi, [PII], it's [PII] in the uh care team. I have an insured on the line that wants to know if he's gonna get a disability payment for May, and I wasn't sure how to look for that information.
[CUSTOMER][NEUTRAL] Sure, what's the policy number, [PII]?
[AGENT][NEUTRAL] Policy number is 02373131.
[CUSTOMER][NEUTRAL] Usually will be acknowledged if it's ongoing by the.
[CUSTOMER][NEUTRAL] Um, remark codes used on that last payment, is that for [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] And do you want me to take the call or are you wanting?
[CUSTOMER][NEUTRAL] Just to see if you can.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So so where, where would I find it at?
[CUSTOMER][NEUTRAL] Determine.
[AGENT][NEUTRAL] Just for future reference, I don't see, I see that, let's see payment includes disability for this month. Please contact our office.
[AGENT][NEUTRAL] There's that?
[AGENT][NEUTRAL] Um, which one would I look at to see if it was going to continue?
[CUSTOMER][NEUTRAL] Well, that remark code, it looks like um the remark code on there, the PE 0111, says it's ongoing DI not exhausted benefits, um, payment includes your disability for this month. contact us if you're returned to work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then it looks like those other ones just indicate we took taxes out and then he of course had elimination period, so let's try to determine when his disability started. It looks like uh uh February perhaps.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, he was asking if he will get a May payment.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Right, uh, let me just see if there's any additional information.
[AGENT][NEUTRAL] And just for future reference if I can figure it out on my own, I won't bother you all, so.
[CUSTOMER][NEUTRAL] Yeah, so usually the disability payments are released on the [PII] providing we have all the information and the way I, um, review it, [PII], is I looked at those remark codes and just see if there's anything out there that we asked for. Sometimes they'll be additional remark codes that might say return this form, you know, and they'll send a form out that goes along with their EOB.
[CUSTOMER][NEUTRAL] Um, but generally, um, like I said, if it just says it's ongoing payment, that would mean that, um, we, the return to work day is in the future, so we don't, we don't need any additional information, so that's kind of the driver that I look for that remark code stating if there's anything outstanding.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At this point it doesn't look like there's anything outstanding and again the, the disability claims that are ongoing are approximately uh processed around on or around the [PII], um, depending on how it falls during the month that's helpful um so like for instance if it falls on a weekend date we would, we would um go ahead and release it that day before Friday or whatever, you know what I mean?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so would he be like would another payment be generated for the month of May? Would that be towards the end of May or would that be in June?
[CUSTOMER][NEUTRAL] Again, it would be [PII] if he wasn't paid for May already. Yeah, let's let me look at that and see, yeah, he was paid through [PII] and then I'll just take a peek if you don't mind just for my own. I always look, I try to look at everything and what I'm gonna do now is just um make sure that that return to work that like I said I don't see that there's anything pending um.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yeah, he was.
[CUSTOMER][NEUTRAL] You know, looking for information, but I always double check to make sure so I'm gonna pull up the mail right now and just look at his claim form and see because a lot of times like I said if that return to work dates in the future, so there's not anything else being requested other than yeah it looks like it's [PII] it says return to work date so he'll be paid through his.
[AGENT][NEGATIVE] Return to work date.
[CUSTOMER][NEUTRAL] Through that return to work date unless it's been extended, which it doesn't appear that it has. I have 5-19 2025 on the claim form so what will happen is he'll be paid for that partial month unless for some reason his disability is extended past that return to work date that we currently have.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, and then he would be paid for that on [PII], around [PII], or would it be after [PII]?
[CUSTOMER][NEUTRAL] No, it would be it would be around the [PII].
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So, um, like I said, generally speaking they're released around the [PII], so at this point it looks like he's gonna be paid from [PII] to that 5:18 I would say because [PII] shows he's returning to work. So unless it's been extended or there's a change, he'll be paid for the partial month the [PII] through the [PII], and it will be released around the [PII] of the month. It looks like he's already been told this information too.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] OK, perfect. All right.
[AGENT][POSITIVE] Oh, OK. I didn't even look at the notes. OK, perfect. All right, I will let him know. Thank you so much.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You're welcome, [PII].
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Take care bye.
[AGENT][NEUTRAL] OK, so sorry about that, Mr. [PII], thank you so much for holding. Yeah, I did check with our claims department. We've got you, um, we'll be paying you through [PII]. We show your return to work is [PII]. If that's changed, we're gonna need documentation of that from your healthcare provider. So, but yes, it's, it's set to pay you, um, we typically process those around the [PII] so it should process within the next 5 working days or so and then be paying you out.
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So, alright, so that's what I was, uh, that's why I sent the direct deposit paper and see if it could be direct deposit to my account instead of them sending out a check or something like that.
[AGENT][NEUTRAL] OK, yeah, I mean, it does take, like I said, once you send it, it typically takes about 72 hours to get into our system, so it's possible those may cost, so.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright, one more thing.
[AGENT][POSITIVE] But yes, you will be.
[CUSTOMER][NEUTRAL] Alright, 11 more thing I about it, you know more, uh, do you know what, do you know what the claim is, or you, you wouldn't know.
[AGENT][NEUTRAL] Um, I don't have the amount. Um, let me see.
[AGENT][NEUTRAL] Looks like, uh, I mean, it'll be prorated from 1300.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] So it'll be prorated since it's not a full month, um.
[CUSTOMER][NEUTRAL] 5.
[AGENT][NEUTRAL] So, like, area round about.
[AGENT][NEUTRAL] And I, I don't know what the taxes will be.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Oh right.
[AGENT][NEUTRAL] Uh, 43 times.
[AGENT][NEUTRAL] Somewhere around 700, but there'll be taxes, etc. so.
[CUSTOMER][NEUTRAL] Oh, alright.
[AGENT][NEUTRAL] It's a partial month.
[CUSTOMER][POSITIVE] All right, appreciate that so much.
[AGENT][NEUTRAL] OK. Anything else I can help with, Mr. [PII]?
[CUSTOMER][POSITIVE] No, you've been helpful.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good evening.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you, bye bye.