AccountId: 011433970860
ContactId: bf0cbf9f-dd5a-4969-9533-2a4a15b8dae9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 749200 ms
Total Talk Time (AGENT): 134826 ms
Total Talk Time (CUSTOMER): 227661 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/bf0cbf9f-dd5a-4969-9533-2a4a15b8dae9_20250521T19:32_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my husband has a short-term disability claim that we just filed for and everything. And I, I had some questions and I have him on the phone as well, because I know he has to give permission for me to ask the questions. So.
[AGENT][NEUTRAL] OK, let me start, yeah, let's start with the policy number, please.
[CUSTOMER][NEUTRAL] Would you be able to help me?
[CUSTOMER][NEUTRAL] OK, it's 02198475.
[AGENT][NEUTRAL] All right, thank you for that. And then I'll need to verify the name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And then the address and email on file?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] I think the email you have is um [PII].
[AGENT][POSITIVE] Mhm, yeah, thank you. All right, so yeah, if I could just get his authorization to speak to, to you, then I'm happy to answer any questions you may have.
[CUSTOMER][NEUTRAL] Yes ma'am this is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my wife runs everything, so.
[AGENT][POSITIVE] All right, thank you so much. I appreciate that.
[CUSTOMER][NEGATIVE] You're gonna give me a marital problems.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, what kind of questions do we have today?
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] OK, so we did the initial uploading the documents and we did get notification that explanation of benefits we got the direct deposit for the $2,833.33. Um, it says that it's from the.
[CUSTOMER][NEUTRAL] till the [PII]. So my question is, does that, I, I did call yesterday and the lady did she couldn't tell me anything about this, but she just told me in general the payments are gone monthly so I'm assuming because it was the middle of the month that's why it's from the [PII], is that correct?
[AGENT][NEUTRAL] Well, it looks like there is a 7 day elimination period, so that was the [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Got it, yes. So, so in the future, so like [PII], is the payment double the 2833, or how do I know what what it's gonna be in the future I guess is what I'm asking.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so the disability benefit will not be, uh, will not exceed 60% of his monthly compensation, so that would be.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] The monthly amount that the disability benefits are available from 300 up to 6500, the disability benefit, not to exceed 60% of your monthly compensation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So how would we know what the number would be for June?
[AGENT][NEUTRAL] Well it would be based off of.
[AGENT][NEUTRAL] Whatever his compensation is, let me see here.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So so if I have the me is that it?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I believe they just do it off of whatever the compensation that was issued to us. I'll have to double check on that to find out if you can figure out what the payment for June would be. Um, did you have any other questions or concerns?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it made at the beginning of the month or is it a certain date that it's made, if it's made monthly?
[AGENT][NEUTRAL] On the it's on the [PII].
[CUSTOMER][NEUTRAL] On the [PII], OK, um, yeah, I mean that's my main thing is to know the amount that that we're.
[CUSTOMER][NEUTRAL] That he's gonna get
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] My other question was that on the explanation of benefits #2, it says, please complete the employee statement and return to our office. It's not necessary to do the physicians and employers.
[CUSTOMER][NEUTRAL] Um, so we uploaded the, he did the employee statement, but somebody on the phone yesterday said that it might be that he has to fill it out every month, or I'm trying to figure that part out as well. He has to redo his statement.
[AGENT][NEUTRAL] Yeah, so, yeah, that'll have to be completed every month for continual payments, yes.
[CUSTOMER][NEUTRAL] OK, so just when I'm looking at the one we submitted so when we submit the new one put everything just like it is and just he's gonna sign with with the new date.
[AGENT][NEUTRAL] Mhm. Exactly. So it'll be like a new form for the new month. Uh-huh.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, I guess that's my main, my main question was the amount that just kind of is, I thought we might know, like I was looking on a website for any kind of explanation like this is what you were paid or what he was paid, this is what it's gonna be for the next month while he's out or, you know, like I didn't see any kind of explanation. I saw the 60%, but I mean, that doesn't really, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, so let me see what I can find on that. Let me place you on just a brief hold I'll be right back with you OK?
[CUSTOMER][NEUTRAL] OK, thank you. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Thank you so much for your patience on that. So, um, it looks like the monthly disability amount is $5000 as long as that is not over 60% of your monthly compensation.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and then for him to refill out the statement of insured, does it matter what day he fills it out? Like for June should he fill it out now? Should I upload it [PII], or what's the best way for me to do it?
[AGENT][NEUTRAL] Um, I would do it on [PII]. That's plenty of time, and then you guys can upload it. That would still be plenty of time.
[CUSTOMER][POSITIVE] OK, OK, thank you for your help I appreciate it ma'am.
[AGENT][POSITIVE] Yeah, not a not a problem. Anything else?
[CUSTOMER][POSITIVE] And that's it. Yeah, I think we're good.
[AGENT][POSITIVE] All right. You guys have a good rest of your day.
[CUSTOMER][POSITIVE] OK you too thanks.
[AGENT][NEUTRAL] Bye