AccountId: 011433970860
ContactId: cae3d5eb-cc01-473c-8e9c-96eb12784bdd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 685869 ms
Total Talk Time (AGENT): 315501 ms
Total Talk Time (CUSTOMER): 279656 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/cae3d5eb-cc01-473c-8e9c-96eb12784bdd_20250318T18:52_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is my [PII], and I wanna try to clarify, get some clarification on some issues with my uh disability pay temporary disability payments.
[AGENT][POSITIVE] All right. And Mr. [PII], it'd be my pleasure to assist you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] No, ma'am, I don't.
[AGENT][NEUTRAL] That's not a problem. I can look it up by your social. Would that be OK with you?
[CUSTOMER][NEUTRAL] Yes ma'am, that's fine.
[AGENT][NEUTRAL] And that number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And this is on your short term disability.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, thank you. And Mr. [PII], do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right thank you and then finally I do need a call back number in case we get disconnected and if I can also verify your email please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Or, or, I think that's it. Is that the one listing?
[AGENT][NEUTRAL] That's the one we have. That's all we have on the file. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and also the uh my uh phone number.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][POSITIVE] All right. Thank you, sir.
[AGENT][NEUTRAL] And I have got your disability policy pulled up. Would you like your policy number? I can provide that for you.
[CUSTOMER][NEUTRAL] No, ma'am, cause I have no way of writing it down. See, I'm the reason why I'm disability, I've got vision issues right now and I can't see well enough to write.
[AGENT][NEUTRAL] Bless your, I bet that is miserable.
[CUSTOMER][NEUTRAL] Yes ma'am. Now, uh.
[AGENT][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] My paperwork should have been sent in, received by yesterday. Was it received in?
[AGENT][NEUTRAL] Let's take a look and see. The last paperwork that we received was on the [PII], so we have not received it yet.
[CUSTOMER][NEUTRAL] OK, because I had it supposedly email, I mean faxed in from my employer and from um.
[CUSTOMER][NEUTRAL] Wait, [PII] is what? Friday, right?
[AGENT][NEUTRAL] That was last Thursday, last Thursday.
[CUSTOMER][NEUTRAL] Last Thursday.
[CUSTOMER][NEUTRAL] OK, can you tell me what it was?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I can. Give me just a second to get that pulled up for you. I have to pull that image up and we can look at that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Now it does state on that last received documents that the.
[AGENT][NEGATIVE] And the claim form was not completed.
[CUSTOMER][NEUTRAL] The claim, how was it? Which part of the claim form was not completed? Cause I got everybody.
[AGENT][NEUTRAL] It wasn't
[AGENT][NEUTRAL] We're going.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me take a look at that and see. Let's, let's get some specific answers on this for you. How about that?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I'm just checking.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I see your portion. Let me check and see what else we've got.
[CUSTOMER][NEUTRAL] You see, my, my, my portion is correct, correct?
[AGENT][NEUTRAL] It looks like it is correct, but I'm checking everything.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So from your physician, he did not complete the date that the disability began or the anticipated return to work date.
[CUSTOMER][NEUTRAL] Well, I, I can answer those. Will that be acceptable?
[AGENT][NEGATIVE] Unfortunately, that does have to come from your physician.
[CUSTOMER][NEUTRAL] OK, because I cannot, I can.
[CUSTOMER][NEUTRAL] I have an appointment with him.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that is the next appointment and the first appointment was, what was it?
[CUSTOMER][NEUTRAL] I want to say the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] was the date that we initially
[CUSTOMER][NEUTRAL] They initially.
[CUSTOMER][NEUTRAL] titled my issue.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Which was diabetic retinopathy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's not, it's still open, shall we say.
[AGENT][NEUTRAL] Right. Gotcha. So on the physician's claim form page, it's section J as in Jasper 3. So he does need to complete that um J3 completely. He did not put the date that the disability began or the anticipated return to work date. That's what they need.
[CUSTOMER][NEUTRAL] Yeah, well, like I said, I cannot.
[CUSTOMER][NEUTRAL] You, I don't know myself because I don't know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I don't, I've got an [PII] appointment. That's probably why he left it unchecked is because they, um, he doesn't know when he doesn't know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He will need or, you know, if he doesn't have, well, he can put the date uh of diagnosis.
[AGENT][NEUTRAL] He could put that date there.
[CUSTOMER][NEUTRAL] OK, that
[CUSTOMER][NEUTRAL] That would have been the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because that's when I talked to, that's when I had that appointment.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] But that he unfortunately he's going to need to complete that.
[AGENT][NEUTRAL] And I, I was checking to see, I don't see your employer portion received from your employer.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I might be too good. OK, so I gotta call. I'll have to call my employer and get them to double check on that sending out that paperwork.
[AGENT][NEUTRAL] That's right. And if your doctor still has this form?
[AGENT][NEUTRAL] Since it looks like he faxed it, he can go back and complete that section J3 for your um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me go back and get the exact wording that's on there so he can go back and say the date that the disability began.
[AGENT][NEUTRAL] Or the anticipated return to work date. It's, it's just when he thinks you might be able to return to work, and that is under section J 3.
[CUSTOMER][NEUTRAL] J 3. OK. [PII] 3.
[AGENT][NEUTRAL] That's it. And if you put a 16 behind, it's just like a Bible verse.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, well,
[CUSTOMER][NEUTRAL] I'm just trying to figure out what to do so I can get this stuff rolling because I'm, I am, I'm in the water and I do need my, I do need that income.
[AGENT][POSITIVE] Absolutely. You need that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Absolutely. I've been right where you are and it is, it is, it's scary because bills don't stop.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I understand.
[CUSTOMER][NEUTRAL] All right, but every, but I will double check on all these paperwork, but the employer part did not go through.
[AGENT][NEUTRAL] And we have not received that page from your employer.
[CUSTOMER][NEUTRAL] All right, I'll call him right now and double check that stuff.
[AGENT][POSITIVE] Yes sir they can fax it to us also.
[CUSTOMER][NEUTRAL] Yes, ma'am. But you did receive my part. Now, I do know, I do believe, now, maybe, I don't know, because they sent it, supposedly they sent my part and the employer parts together.
[AGENT][POSITIVE] We got your part.
[AGENT][NEUTRAL] Let me go back and check. I only saw your portion, but let me just review that one more time. I don't mind going back and checking.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am, but like I said, because I know I, I was talking to my boss.
[CUSTOMER][NEUTRAL] And he said he would send out all of it.
[AGENT][POSITIVE] You know what, I do apologize.
[AGENT][POSITIVE] We do have the policyholder statement. Uh, thank you for telling me that. I, I went back and look again, so thank you.
[CUSTOMER][POSITIVE] Good, good. So that, that, that's.
[AGENT][POSITIVE] That makes me feel better.
[CUSTOMER][POSITIVE] Yeah, that does. OK. All right. Well, I'll take care of the uh doctor's part immediately and hopefully I can get it back to him today or tomorrow morning, get it sent out.
[AGENT][NEUTRAL] Yeah and if he's like I said if he still has that form on file, he can just go back and fill that section in and refax it to us.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, will do.
[AGENT][NEUTRAL] OK. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it. 00 question. Once, once they get, once they get all the paperwork and all the I's dotted and the T's crossed, how long would it take before I can get a confirmation?
[AGENT][NEUTRAL] I, sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Of course, you know, we, we don't have the begin date on this, but if, once we get all the paperwork back, they will backdate it to the beginning date of your disability. Now, let me check your policy cause sometimes there is a 7 day waiting period.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On disability
[CUSTOMER][NEUTRAL] There is a little waiting here. I understand that, but what I mean is from say today.
[AGENT][NEUTRAL] How long does it take?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] To get it in the mail.
[AGENT][NEUTRAL] Well, our claims are normally released around the [PII] of every month. However, if this goes back to, say, February, she may go ahead and if that elimination time frame has passed from the date that you were, um, released from work that you were put on disability, she may go ahead and issue a payment prior to the [PII]. If not, then if it's are released on the [PII].
[CUSTOMER][NEUTRAL] OK, so to think about 3 to 5 in theory.
[AGENT][NEUTRAL] In theory, yes, sir. I can't guarantee that, but yes, sir.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] In right, thank you much. I'll get to work on that immediately.
[AGENT][POSITIVE] Well, it has been a pleasure to assist you, Mr. [PII], and I hope you get to feeling better soon.
[CUSTOMER][POSITIVE] Yes ma'am thank you have a good day.
[AGENT][POSITIVE] And thank you for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.