AccountId: 011433970860
ContactId: d397ef09-6888-46ba-bde8-43e18a5b98a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 501220 ms
Total Talk Time (AGENT): 253183 ms
Total Talk Time (CUSTOMER): 217939 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/d397ef09-6888-46ba-bde8-43e18a5b98a5_20241231T20:45_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] Hi [PII], um, I wanted to file a claim for a short term disability.
[AGENT][NEUTRAL] OK, did you need help filing the claim or you're trying to file it over the phone?
[CUSTOMER][NEUTRAL] Have you have
[CUSTOMER][NEUTRAL] Uh, I guess both. Cause I'm not sure how to, yeah.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] OK, well, I can definitely help you with filing a claim. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. My phone number is area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my policy number, um, I don't know my policy number. I don't have that on hand.
[AGENT][NEUTRAL] OK, I can look the policy up with your social as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And you said this is for your short-term disability policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I just located it and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK. Date of birth [PII]. My address is [PII].
[CUSTOMER][NEUTRAL] And my email, um, I guess it's my work email? [PII].
[CUSTOMER][NEUTRAL] [PII] and if it's not that one, then my personal one.
[AGENT][NEUTRAL] This
[AGENT][NEUTRAL] Mhm, this one is [PII].
[CUSTOMER][NEUTRAL] 00
[CUSTOMER][NEUTRAL] Oh, the [PII], OK, yeah, that's, it's gonna be [PII] and um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So we can't file claims over the phone, but um you can fax it, you can mail it, or you can upload it on the online service center. Um, have you ever used our secure portal before?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I haven't. I'm, I'm just wondering like what kind of documents I would need to upload I guess is my question.
[AGENT][NEUTRAL] So, you'll need the short-term disability claim form, which can be found on our website, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And you're gonna go to claims and forms and then um scroll down so you see the list of uh forms and you're going to short-term disability. So it'll probably be on the second page.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you got
[CUSTOMER][NEUTRAL] OK, and it'll it'll kind of tell me what I need to upload I guess.
[AGENT][NEUTRAL] Right. So on the first page is the instructions. So there's a portion that you will have to fill out, a portion your employer has to fill out, and then a portion that your doctor that's taking you out of work has to fill out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Once all 3 are received, um, we can go ahead and start the claim. Um, depending on your policy, there is an elimination period. Elimination is a particular number of days that your claim is not paid for. Um, I can look for you if you'd like. And then, um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So once you receive, once you send in the first claim is processed, you're going to get a continuation form or you'll see on the claim form that you see on on the website, it'll have a section on the instructions that says continuation.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're gonna fill that portion out each month or however long you're out, so that following month can be paid on the [PII] or on or around the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see. OK. All right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Then I guess we'll try to do that. Um, if I have any questions, can I give you a call back?
[AGENT][NEUTRAL] Of course, um, if you need any help, just let us know and we'll be more than happy to assist you. Um, the, on the claim form is the fax number and the address if you're going to fax it or mail it. And then our online service center, that same website, instead of clicking claims and forms, you'll click on sign it and then follow the prompts to set up your um online portal and you can upload the claim there.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see. OK. Um, so, I'm
[CUSTOMER][NEUTRAL] Well, the year, the year is ending, right? So, my um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The city that I work for is switching, has switched to a different um provider. How would that work, I guess.
[CUSTOMER][NEUTRAL] And I'm kind of submitting this kind of late too, cause it's, it's for pregnancy. I, I, I delivered in November.
[CUSTOMER][NEUTRAL] And I'm barely filing a claim now. Can I still file a claim? Like.
[AGENT][NEUTRAL] Yes, you can still file the claim.
[CUSTOMER][NEUTRAL] Now, even though? OK. OK. OK.
[AGENT][NEUTRAL] Um, and it wouldn't switching providers next year wouldn't uh affect this claim that you're filing now for this year.
[CUSTOMER][NEUTRAL] OK, OK, I see, I see. I'm, I'm just kind of, I don't know if you know if if um.
[CUSTOMER][NEUTRAL] Like, I guess.
[CUSTOMER][NEUTRAL] Would you guys cover me until I go back to work, or would I have, I probably would need to submit a new claim with the new insurance that's covering me for the next year, right? Unless.
[AGENT][NEUTRAL] Well, no. So, so this short-term disability isn't with any other insurance. So whatever else is switching doesn't affect the short-term disability. So if your doctor though, if it affects the doctor that you're going to, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I see. Oh.
[AGENT][NEUTRAL] I mean, if the doctor has to fill out their portion. So if they extend you, you'll just submit another doctor portion showing that it's been extended and continue the short-term disability payment.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I see, I see. OK, OK. So let's say that it's, it's 3 months, I guess, starting.
[CUSTOMER][NEUTRAL] November, then I would get covered November, December and January, right?
[CUSTOMER][NEUTRAL] I guess, with, with, with this one, I guess.
[AGENT][NEUTRAL] Um, it's
[AGENT][NEUTRAL] It depends on how long the doctor is taking you out for. Are you, are you, you're wanting to know like the max that you could be out for?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right, OK, right.
[CUSTOMER][NEUTRAL] No, no, no, I'm just wondering wondering because it's, it's, uh, the coverage is gonna be different for me. My insurance has switched sort of an and provider, like.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Does it end on the [PII], like today, and then I have to.
[CUSTOMER][NEUTRAL] Like I, I, I don't know how to explain myself.
[AGENT][NEUTRAL] Are you saying, OK, so your insurance is changing.
[CUSTOMER][NEUTRAL] Like, does it roll over to the next year?
[AGENT][NEUTRAL] Does this particular policy roll over to the next year?
[CUSTOMER][NEUTRAL] I guess.
[CUSTOMER][NEUTRAL] Yes. Just claim, I guess.
[CUSTOMER][NEUTRAL] And I'm submitting.
[AGENT][NEUTRAL] So, yes, um, it depends on how long the doctor takes you out for.
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] OK, OK. So it depends on whatever day the doctor gives me, right? And.
[AGENT][NEUTRAL] Right, so you do have a 3 month max on your um
[CUSTOMER][NEUTRAL] Right, OK, OK.
[AGENT][NEUTRAL] Well, yeah, you have 180 days as the max that you can be out on disability and the disability amount will be $2200. There is a 14-day elimination period, so that first payment will be missing 14 days.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see. OK. OK.
[CUSTOMER][NEUTRAL] Alright then, um, let me go ahead and do this online and then if I have any questions I'll I'll call you guys back.
[AGENT][NEUTRAL] Alrighty, well, again, all the information provided was a verification of benefits, not a guarantee of payment. And [PII], was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] No, that'll be it for now thank you.
[AGENT][POSITIVE] All right. You're welcome. Thanks for calling APL and happy [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Happy [PII].
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.