AccountId: 011433970860
ContactId: c4734200-36c9-4231-b132-66d2d4718cd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355880 ms
Total Talk Time (AGENT): 241172 ms
Total Talk Time (CUSTOMER): 78277 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/c4734200-36c9-4231-b132-66d2d4718cd0_20250102T18:43_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hello. Um, my husband was involved in a serious car accident, um, on [PII], and we need to see about him filing for short-term disability.
[AGENT][POSITIVE] OK, I'm so sorry to hear that is going on for you right now, ma'am. Uh, let me help you with that. Do you have your policy number?
[CUSTOMER][NEUTRAL] No, I don't know the policy number. He works with [PII] and they take out his short term disability through his payroll.
[AGENT][NEUTRAL] All right, um, I can try searching for the policy with
[AGENT][NEUTRAL] Um, with his social or with the first and last name?
[CUSTOMER][NEUTRAL] OK, I can give you the social.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII] did I get that all correct?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And what would be his first and last name, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] All right. So I do see that policy here. Unfortunately though, um, you're not listed on the policy, so I would only be able to speak to your husband about it.
[CUSTOMER][NEUTRAL] That's OK. He's right here. Hello. I'll give you I give you consent to talk to her cause I'm I don't know.
[AGENT][NEUTRAL] OK. Hi.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Um, would you be able to verify just your date of birth and your address for me, and then I will be able to speak to your wife?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Perfect and you give me permission to speak to your wife on your behalf?
[CUSTOMER][NEUTRAL] I do.
[AGENT][POSITIVE] OK, perfect. Thank you so much.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[AGENT][POSITIVE] All right, ma'am. Thank you so much. I really appreciate you doing that. Um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So let's take a look. So what I'm gonna do is to the email address I have on file, um, I'm going to start getting an email together it's gonna have information for how to set up our online portal which is how you can upload claims in your supporting documents and then it will also have the claim form for you. I'll include that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In your email um and that can be filled out I mean you can print it off and hand type it in if you'd like but you can also just fill it out on the computer if that makes it easier um the beautiful part about this claim form is it's going to tell you what is needed so if you have um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll likely because it was a car accident, you'll probably need like a copy of the MVA and then.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You'll probably need like your hospital documents and then the physician will need to fill out their portion of it. Um, I believe it has a portion for the employer to fill out and then for the insured. And so then you would just submit all of those back, um, which you can do through the online portal, makes it pretty quick and easy. Alternatively, our fax and our address are on there, um.
[AGENT][POSITIVE] And it sounds like a lot at first, but that's why using that claim form because the top part will just tell you everything you need kind of helps utilize it like a checklist will help keep you flowing and going in the right order, um, and so I'm gonna get those mailed out or emailed out to you and then from there, um, as for that short term disability, um, that first form, it needs all that information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then any continuing disability forms after that, you only need to send in um every month just a new copy of the insured portion.
[AGENT][NEUTRAL] And then
[AGENT][POSITIVE] We are able to continue that. The only reason we would need an update is if your physician changed the return to work date. And other than that, it's just a lot right at once and then afterwards, it's really easy to maintain.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, now as far as his coverage since he's not gonna be working, do we need to pay that directly to you guys or do we get with the employer? Like how does that work?
[AGENT][NEUTRAL] OK, yes, um, so actually the premium would be deducted from the benefit amount. So if everything is approved, um, it's, um, we pay out our checks, um, once a month on the [PII], um, if.
[CUSTOMER][POSITIVE] Oh, OK, that's good. OK.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] If we were to get your information back and like it's all settled after the [PII] it would come out after but other than that, any continuing month, it wouldn't come out until the [PII] of the month, um, but they would remove that portion of the premium for you so you don't have to worry about it.
[CUSTOMER][NEUTRAL] I see. OK. OK.
[CUSTOMER][NEUTRAL] OK, good. Alright, great, and you do have his email is [PII], right?
[AGENT][POSITIVE] Um, yes, I do absolutely.
[CUSTOMER][POSITIVE] OK, great. Alright, we'll be looking for that email. Thank you for your help.
[AGENT][POSITIVE] Hey, it's my pleasure if you have any questions along the way, I know that's a lot of information, but don't hesitate to give us a call and we'll do our best to help you through any step of the way, OK?
[CUSTOMER][POSITIVE] OK thank you I appreciate it.
[AGENT][POSITIVE] My pleasure. You take care. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye.