AccountId: 011433970860
ContactId: d3fca06b-5dff-449f-8209-4a4bc35017c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 479779 ms
Total Talk Time (AGENT): 161644 ms
Total Talk Time (CUSTOMER): 197774 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/d3fca06b-5dff-449f-8209-4a4bc35017c2_20250624T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I'm in the claims department. I have somebody with a disability policy and she's asking me questions that I can't find on the, um, I'm looking at the policy certificate.
[CUSTOMER][NEUTRAL] It tells me what her life insurance is and what her health insurance is and the annuities and that kind of thing, but it's not telling me when it kicks in. I told her when her policy uh starts, but, um, can I give you her policy number and, and, uh, I have verified her.
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] It's 02.
[CUSTOMER][NEUTRAL] 45.
[CUSTOMER][NEUTRAL] 546 2.
[CUSTOMER][NEUTRAL] And her name is [PII].
[CUSTOMER][NEUTRAL] And, and I did verify her, but I'm trying to, I'm looking at her plan at her uh policy certificate.
[CUSTOMER][NEGATIVE] And it's not telling me uh how much of a percentage of her check she gets or that kind of thing I'm just must be missing it, I mean.
[AGENT][NEUTRAL] OK, yeah, no.
[CUSTOMER][NEUTRAL] And she's in her car so yeah.
[AGENT][NEUTRAL] Is that hard to hear
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, and I'm sorry, um, I don't mean to be yelling, but my phone is kind of messing up too, so if it sounds like I'm yelling, I apologize. Could you, could you help me with this lady, please?
[AGENT][POSITIVE] Yeah, absolutely, [PII], if you just want to transfer to me I can take it.
[CUSTOMER][POSITIVE] Oh that's perfect thank you very much.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] This is [PII] over in the customer care department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, you are.
[AGENT][NEUTRAL] Hi, [PII]. So I'm understanding that you're looking on your disability policy and were you wanting to know what the monthly disability benefit would be?
[CUSTOMER][NEUTRAL] Yes, and I wanted to know like how many days before it kicks in like.
[CUSTOMER][NEUTRAL] You know, how does it work? Like this, I've, you know, never had to use it, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So there's a 14 day elimination period, whether or not it's injury or sickness. So for the 1st 14 days that you're out, you would not be paid. The monthly disability benefit is $2600 as long as it does not exceed 60% of your monthly income.
[CUSTOMER][NEUTRAL] Oh, OK. So, the payout would be that, but I thought I upgraded to a different plan. I have 14 days at first, but then I changed it, um, in November.
[AGENT][NEUTRAL] You changed it in [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, because it's 25, yes ma'am. I thought I did. I could look back on my paperwork and I, I changed it to where it wasn't a 14 day. There's a different, there's another option.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, I mean, I don't see any sort of difference. It looks like it's been the same policy since it started back in [PII]. You may want to check with your employer to see cause any changes would have gone through them.
[CUSTOMER][NEGATIVE] I know we've been having so many problems with them too, and a lot of the people, uh, the young lady that was working on our stuff, she's no longer with them, so.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I wouldn't be surprised, uh, so I guess I would have to look to see what disability, uh, that I have because there's another option. There's a 14 day and then there's another option. Do you know what the other option?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, let me see if I can find what other option your group offers.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think it was a 0 day 0 to some days I don't know.
[AGENT][NEUTRAL] Let's see, you have option 2.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, this one.
[AGENT][NEUTRAL] That one's even longer. It's a 30 day. Let me check this other one.
[AGENT][NEUTRAL] OK, so option one is a zero day elimination period for injury and 7 days for sickness. You have option 2, which is 7 days for both, and then there's an option 3, which is 30 days.
[CUSTOMER][NEUTRAL] Which is, so the option 27 days for both means.
[AGENT][NEUTRAL] Or not 7, I'm sorry. It's 14. I apologize, I misspoke. It's 14 for both. So on yours, the elimination period is 14 days and you have option two. Option one is offered with your group, which on injury, the elimination period is 0 days. If it was due to sickness, it would be 7 days.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, so then just have to, uh, OK. So 7 days will be the 70, you said 70, I have 14, but what's the 7 day, does that?
[AGENT][NEUTRAL] That's on the option one plan and the 7 days applies if you're taking disability due to sickness. If it was due to injury, there would be no waiting period.
[CUSTOMER][NEUTRAL] Oh, OK, got you, got you, got you, so it would be no waiting period, but if it's due to sickness, it would be 7.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] So that's uh, and that covers like FMLA, right?
[AGENT][NEUTRAL] As far as sickness?
[CUSTOMER][NEGATIVE] Sickness for the employee, for me, like for me.
[AGENT][NEUTRAL] Mhm, mhm, yeah. Mhm.
[CUSTOMER][NEGATIVE] Sickness for me, like if I'm off from work due to doctor's care, that covers me, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][POSITIVE] OK, thank you so much. You've been very helpful. And for how, what's the time period for that? Like how much is there a certain amount of time for short term disability?
[AGENT][NEUTRAL] Oh, the duration it'll pay.
[CUSTOMER][NEUTRAL] OK, OK, thank you so much. You've been very very one of my policies lapsed and I don't know, I don't know if that was my insurance or one of them because they went with a different company. I'm not sure.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Oh, yeah.
[CUSTOMER][POSITIVE] But thank you so much.
[AGENT][POSITIVE] You're welcome. I hope you have a good rest of your day, [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh bye-bye.