AccountId: 011433970860
ContactId: c87b9d2d-1a41-4f5d-aefb-68644694f8eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 575760 ms
Total Talk Time (AGENT): 262067 ms
Total Talk Time (CUSTOMER): 170585 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/c87b9d2d-1a41-4f5d-aefb-68644694f8eb_20250606T18:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi. I have signed up for a short term disability insurance. I was trying to see how does that work?
[AGENT][NEUTRAL] OK, well, I can help you with your um short term disability policy. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII] [PII].
[AGENT][NEUTRAL] Thank you. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't have that number.
[AGENT][NEUTRAL] OK, I can search the policy with.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can search the policy with your full social if you'd like.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the policies to populate here. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, now I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] It is [PII]. My address is [PII].
[CUSTOMER][NEUTRAL] Email is [PII]. I may have to change my address as I move from that address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and what is the current address that you'd like to change it to?
[CUSTOMER][NEUTRAL] My current address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Flu test?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, hold on one moment. I've just saved that one for you. And all the information provided is a verification of benefits, not a guarantee of payment. So I'm pulling up your um disability policy now, hold on one moment.
[AGENT][NEUTRAL] It's coming up now.
[AGENT][NEUTRAL] OK, so your your monthly benefit will be $1600.
[AGENT][NEUTRAL] The max, um, the maximum amount of time that you can be on a disability claim is 180 days.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK, so what is, I'm sorry, go ahead.
[AGENT][NEUTRAL] The first
[AGENT][NEUTRAL] The first claim payment that you receive will have an elimination period on there. An elimination period is um 7 days for yours it 7 days that the policy will not be paid for. So, um it'll, that first payment will be missing a week.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, do you have the short term disability claim form?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, I can email you a copy if you'd like. Um, there's a portion that you have to fill out, a portion that your doctor has to fill out, and a portion that your provider has to fill out. The doctor and the um employer portion, you only have to fill out that first time unless your disability is extended or, you know, the return to work date is extended and then um the doctor will have to send a new form with the new date.
[AGENT][NEGATIVE] But the um [PII] of each month, the funds are dispersed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you'll have to send in a continuation for the next month to process. So on the claim form that I'm sending you, um, it'll the first page is the instructions, and it's going to show you what sections you'll need to fill out for continuation, I believe it's the 2nd and 3rd page, and you'll just send that in, like once you send your claim in and you get the um
[AGENT][NEUTRAL] Payment and the response, go ahead and send the continuation until the next month can begin processing and be ready for the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. See, my question was, is that I was hospitalized for 4 days and I want to listen to the [PII], until next Monday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So would that consider like, would that be a short term disability or no?
[AGENT][NEUTRAL] You, you, you said you're only out for a week?
[CUSTOMER][NEUTRAL] Yes. So I'm about to be out for a week since Monday. Monday I went to work, I went to the emergency room.
[CUSTOMER][NEGATIVE] I got hospitalized and I was released yesterday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And he wanted me, I got released to go back to work till Monday, which is next Monday.
[CUSTOMER][NEUTRAL] So I'm trying to see if it's worth it, you know.
[AGENT][NEUTRAL] Are you still receiving um
[AGENT][NEUTRAL] Compensation from your job?
[CUSTOMER][NEGATIVE] No, I'm not receiving that. That's the reason I'm trying to figure out how does this work because I see here sickness, um, I was hospitalized since Monday, but it, it didn't happen at work. I was, I went to work. I had like, um, I went to work, I left for my job, went to the emergency room cause I end up having like a very bad kidney infection. So that put me off for 4 days.
[AGENT][NEUTRAL] It's fine.
[CUSTOMER][NEUTRAL] And then I'm supposed to work this weekend, but I, I was not released till the doctor to go back to work Monday so I can have a couple of days off until I get the medicine in me.
[AGENT][NEUTRAL] I mean, technically, yes, you can still file, you can file the claim for the disability because you were out of work and the doctor did release you. I'm sorry, did um take you out of work.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But the policy has the elimination period for 7 days. So if you were only out for about a week, it's gonna pay you and take it back.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] I will, it wouldn't pay. It'll just show, you know what I'm saying, as those 7 days.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So depending on how, how long are you going to be out in total though?
[CUSTOMER][NEUTRAL] About a week, 7 days I think. Just Monday I go back to work. But Monday is my off day, so I won't won't go back to work till Wednesday.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That will be up to you because you can, I mean, technically you can file, yes, but because the policy has the elimination period of 7 days, it most likely will not, it'll be enough to satisfy the elimination period and that's it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So if I file a claim, they would not pay me my 7 days. They will pay me but they said they would take it back.
[AGENT][NEGATIVE] Uh, like you probably won't even receive a payment because the, you'll receive an explanation of benefits showing that it's the elimination period was satisfied.
[AGENT][NEUTRAL] So it might not be beneficial for you to file if all you're going to be out in a week.
[AGENT][NEUTRAL] And the elimination period itself is a week.
[CUSTOMER][NEUTRAL] So what is the elimination period? What is that for, to be honest? What is that?
[AGENT][NEUTRAL] So each short-term disability um policy has an elimination period, that's the number of days that your policy is not paid for. It can go from 7 days to 90 or higher, um, but yours is 7, thankfully, so it's just
[AGENT][NEUTRAL] That's just what this policy is. Each, um, every short term disability policy has an elimination period.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's fine, thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Alright, well, thanks so much for calling.
[CUSTOMER][NEUTRAL] It makes me
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Thanks so much for calling API.