AccountId: 011433970860
ContactId: c1b01f8f-4875-4431-bf76-145551082686
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 510320 ms
Total Talk Time (AGENT): 266534 ms
Total Talk Time (CUSTOMER): 89675 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/c1b01f8f-4875-4431-bf76-145551082686_20241230T14:31_UTC.wav
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[AGENT][POSITIVE] Good Morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes ma'am Miss [PII], how are you doing today?
[AGENT][POSITIVE] I'm doing well thank you for asking. How are you today?
[CUSTOMER][NEUTRAL] I'm hanging in.
[AGENT][POSITIVE] Good. How can I help you?
[CUSTOMER][NEUTRAL] It's like
[CUSTOMER][NEUTRAL] I need to see about filing a disability claim.
[AGENT][POSITIVE] All right, well, it would be my pleasure to assist you. Do you happen to have your policy number or social? I can look it up by your social.
[CUSTOMER][NEUTRAL] Can I give you my social?
[AGENT][NEUTRAL] All right, and that number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your name please, sir?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right, Mr. [PII], let's see. Can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII] and my current mailing address is [PII]. ZIP is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is your phone number and email, please?
[CUSTOMER][NEUTRAL] My phone number is [PII] and my email is [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII].
[AGENT][NEUTRAL] Alright, would you like your policy number? I can provide that for you.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Your policy number is 224.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 342 6.
[CUSTOMER][NEUTRAL] 342 6
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can email you a disability form or we do have a website at secured.a.
[AGENT][NEUTRAL] In public.
[CUSTOMER][NEUTRAL] You can email it to me.
[AGENT][POSITIVE] All right, I'm gonna get that for you right now.
[AGENT][NEUTRAL] And it will have when I send you this email, it will actually have your um the website information on it if you want to create a login and password and you can.
[AGENT][NEUTRAL] Submit the claim online.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there's also the direct deposit option if you would prefer to have benefits.
[AGENT][NEUTRAL] Directly deposited into your bank account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on the first page of the claim form is are the instructions. There will be a section for you to complete, a section for your physician to complete, and the last section is for your employer to complete.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once we have all 3 portions received, they can process that.
[AGENT][NEUTRAL] Claim for you benefits are released around the [PII] of the month.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Just trying to get this off to make sure you receive it if you can check it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just one second.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, I just emailed that to you. It's gonna be from the care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it was in the floor. OK, I just got it.
[AGENT][NEUTRAL] OK. So just complete, have those three sections completed.
[AGENT][NEUTRAL] And return to us and like I said you can upload your portion on the portal.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Once you create that login and password, you can click on your policy number.
[AGENT][NEUTRAL] And you can view your policy benefits for your disability and your accident.
[CUSTOMER][NEUTRAL] OK, I'm saying you can't download.
[CUSTOMER][NEGATIVE] It's saying you can't download this disability form.
[AGENT][POSITIVE] Yes yes sir you can.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] You should be able to.
[AGENT][NEUTRAL] Now you may have to go to our website. We do have a website at [PII] if you don't want to create the login.
[AGENT][NEUTRAL] You can also get that claim form.
[AGENT][NEUTRAL] Just from our website.
[AGENT][NEUTRAL] Are you able to open the attachment?
[CUSTOMER][NEGATIVE] No, it won't let me open it.
[AGENT][NEUTRAL] Are you using your phone or laptop or?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yeah, I'm on my phone.
[AGENT][NEUTRAL] I know that sometimes it works better on the laptop or desktop.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Yeah, it says to keep this information safe download attackers has been disabled.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Is there something on your phone?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I wonder if
[AGENT][NEUTRAL] That has been disabled on your phone, you should be able to download it.
[CUSTOMER][NEUTRAL] Mark this email and log safe.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, now I did.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Cause I'm about to print this off to care to my job and my
[AGENT][NEUTRAL] Your physician.
[CUSTOMER][NEUTRAL] Or do I just send this to my job?
[AGENT][NEUTRAL] You can, you can send it to your job. Now you'll have to complete the first portion. I think it's.
[AGENT][POSITIVE] I can get those pages for you.
[AGENT][NEUTRAL] You'll need to complete section A through F and section H.
[AGENT][NEUTRAL] And then there'll be your physician portion.
[AGENT][NEUTRAL] That your doctor will need to complete and then the last.
[AGENT][NEUTRAL] Where it says
[AGENT][NEUTRAL] Policyholders information that's for your employer and you they can return that portion to us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, I will tell you that monthly if you see on the page one where it says for continuing disability claim.
[AGENT][NEUTRAL] Once you receive that first payment, you'll need to complete that portion monthly for your to continue the disability claim section A through E and G through uh H, but that's on that first page instructions.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] But for your initial claim we'll need all 3 portions.
[CUSTOMER][NEUTRAL] Alright, I get
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I'll get this done.
[AGENT][POSITIVE] Yes sir, we'll be happy to assist you. Now you also have an active accident policy, so don't forget that you have that coverage as well.
[CUSTOMER][NEUTRAL] What do you mean active accident policy?
[AGENT][NEUTRAL] You have, you have an accident policy that provides benefits if you are injured, bodily harm due to an accident.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright I'll get this over to you all so we can get this started.
[AGENT][POSITIVE] Yes sir, we'll be happy to assist you any way we can. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, not at this time.
[AGENT][POSITIVE] All right, well, call us if we can be of further assistance, Mr. [PII]. I hope you get to feeling better and I hope you have a happy new year.
[CUSTOMER][POSITIVE] Thank you, same to you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.