AccountId: 011433970860
ContactId: d4886210-64eb-48a4-a185-2f05071e7467
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 616640 ms
Total Talk Time (AGENT): 342781 ms
Total Talk Time (CUSTOMER): 149645 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/d4886210-64eb-48a4-a185-2f05071e7467_20250113T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I just had a question about my policy.
[AGENT][NEUTRAL] Certainly I can help you with questions about your policy. Can I have your name please?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's a good call back number, Miss [PII] in case we get disconnected please?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] Thank you and do you have your number, uh, policy number handy?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Or do you need me to look it up? OK.
[CUSTOMER][NEUTRAL] I don't actually have a.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, I can look that up for you just give me one moment please.
[AGENT][NEUTRAL] Are you in a safe place you could provide your social security number and I can look you up that way.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Go ahead when you're ready please.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] I'm sorry, what was that last number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII] thank you.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you for providing that.
[AGENT][NEUTRAL] And I'll go um go ahead and verify your date of birth please.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Thank you and your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is your uh email address please?
[CUSTOMER][NEUTRAL] Um, that you guys have? I don't.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Would it be my work email?
[AGENT][NEUTRAL] It looks like a work email, yes.
[CUSTOMER][NEUTRAL] OK, so it be [PII].
[AGENT][NEUTRAL] Looks like it's a different email address.
[CUSTOMER][NEUTRAL] What, uh, might be [PII].
[AGENT][NEUTRAL] Looks like it's a different last name. Did you just recently get change your name?
[CUSTOMER][NEUTRAL] Oh, it could be [PII]. It could, they just have me both on the system as both. It could be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's it and is that a good email address or would you prefer me to change it or is that OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, it'll still go through, but my name is now [PII]. I don't know if that'll make a difference in the future.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it shouldn't, um, as long as the additional, you know, your information matches which your address appears to match and all that so and so you said you had a question about is it about your coverage or how can I help you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I have the hospital and the short term, correct?
[AGENT][NEUTRAL] Does appear you have the hospital indemnity, right, and a disability, short term disability, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So when I signed up, um, Everett didn't offer any um pay for maternity leave. Um, however, starting in July, they will be, and I wasn't sure about how that affects my ability to make a claim.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Just give me one moment and are you speaking of kind of under the disability you mean?
[CUSTOMER][NEUTRAL] Yeah, yeah, so, like for the pregnancy disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just let me pull that policy up.
[AGENT][NEUTRAL] OK, so I'm gonna pull up your policy on the disability. Just bear with me for just one moment and just to let you know it is a verification of your coverage, not a guarantee of payment. Um, so, so are you planning on a disability? So you're wondering how it's gonna work with the disability that you're your employer offers, is that right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, so, yeah, yeah, so I'm wondering how that works because they're now offering 1 month paid and then 1 month at 50%, so the 3 months is not gonna be fully covered, but I didn't know if then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or is it 2 months at 50%? It's a new contract. I'd have to double check, but I just wasn't sure if I could still do a 6 week claim.
[CUSTOMER][NEUTRAL] With 60% if they're offering something.
[AGENT][NEUTRAL] Yeah, let me see how that would work, just bear with me for one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And just bear with me. I'm looking through your policy now, so just bear with me for one moment because it is stating something about sure um so I believe that they would count that income and then start it after your income so you're saying that first month would be covered, is that right?
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][POSITIVE] I appreciate it
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because under, under this policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because you do have the elimination period is 7 days under this plan um and you do have up to 6 months of the.
[AGENT][NEUTRAL] Um, coverage under this policy. Um, but because
[AGENT][NEUTRAL] It does say there'll be an adjustment with sick leave or other salary or wage continuance under the plan, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So I, I believe that it would work um it according to what I'm understanding here, um.
[AGENT][NEUTRAL] And and if you'd like, I would like to um research this a little further just to make sure I'm giving you that correct informat[PII] um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because it does say here that the the disability payments uh will be uh.
[AGENT][NEUTRAL] We'll furnish proof of loss that you're disabled under the regular and appropriate care physician. And then it does state also that um deductible sources of income and it does say other group disability income. Um, so I'm based on what I'm, I'm understanding how this will work is that
[AGENT][NEUTRAL] This will kick in after you've been paid your other disability. So if you plan to be off longer than that, and you said the first month was gonna be paid your full pay and then 50% for the second month.
[CUSTOMER][NEUTRAL] Yeah, the first month is paid and then the second, the second two will be 50%, um, and it, I plan for it to be 3 months.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So, um, my suggestion would be, I mean you could always go ahead and file the claim, um, but like I said it's gonna require that, um, so we do have that disability claim form and it will ask you those questions and so basically you'll you'll whosever completing that form to take out, take you out for that disability they'll provide us those dates so there's um actually a couple different parts to that disability form you'll fill in your portion.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's a portion for your employer and then a portion for the um physician that will be um putting you on that disability, you know, the um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I don't plan to file. I don't plan to do a claim until for a while um but I just wanted to make sure I'd be able to get essentially something because otherwise it doesn't make sense for me to continue to pay into it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Exactly, I understand. um, so let me, um, make sure if you don't mind, like I said, I'm gonna reach out and we'll, I'll clarify this that number you provided me, Ms. [PII] is [PII]. I can reach you at that number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just like I said, I'm just gonna verify that based on what I'm reading that in the policy though it, it does appear like I said that it would be a deduct so in other words what that means is that it would um it would deduct that amount from your disability claim um but like I said, I'm going to verify that information. So in other words you might get a prorated amount then for the 2nd and 3rd month since you're only getting 50%.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so rather than the 60% over 6 weeks it might be 50% over 6 weeks?
[AGENT][NEUTRAL] Right, and like I said, well, I guess like I said, it does say that it would um be prorated, so let me, like I said, let me reach out and and verify this information and then I'll call you back and um I'll be able to answer those questions for you once I um make sure that like I said what I'm um interpreting here is correct in what I'm telling you so I wanna be sure that you have as much information as needed um did you have any other questions?
[CUSTOMER][NEUTRAL] Or would it be lower?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] OK, I will call you back shortly, Miss [PII], and my name is [PII] initial is [PII].
[CUSTOMER][POSITIVE] All right thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for your patience. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] All right thank you appreciate it.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.