AccountId: 011433970860
ContactId: da699d43-64e7-4aa3-9350-8394c1fce1e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 542460 ms
Total Talk Time (AGENT): 244010 ms
Total Talk Time (CUSTOMER): 156089 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/da699d43-64e7-4aa3-9350-8394c1fce1e7_20250204T16:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. Um, I have your guys' um, short-term disability through Crown Services, and I was just wanting to know, um, like what I need to do to like get the short-term disability. Um, I'm currently 8 months pregnant and fixing to give birth, um, like sometime next month and just wondering when I need paperwork to get that rolling.
[AGENT][NEUTRAL] OK, yeah, sure. I can assist you with that information. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] Miss [PII], may I have it?
[CUSTOMER][NEUTRAL] And my number is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, and my number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just didn't know what um procedures I need to do to
[CUSTOMER][NEUTRAL] Like, like a paperwork or something to go through with the short-term disability. I'm not saying I need it right now, right now, but um it may be a possibility of like next week or something at my appointment that she may want to put me on, like off of work.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, I understand. It's OK. Um yeah, let me find your policy so I know exactly what documents you're gonna need. Um, let me have the spelling of your first name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So [PII].
[AGENT][NEUTRAL] [PII]. OK. And then you said [PII], which is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK. And may I have um your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, my date of birth is [PII]. My email is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] OK, that's not the address we have on file. Do you know the address we have?
[CUSTOMER][NEUTRAL] It's probably [PII], but I do not live there anymore.
[AGENT][NEUTRAL] OK, and let's update that address then. OK, and you said the new address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm and that's in what city and state?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What's the city and state?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Of the same one. I think it must be uh the code.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] That too, yeah.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Zip code?
[CUSTOMER][NEUTRAL] [PII] and it's [PII]
[AGENT][NEUTRAL] So it was just
[AGENT][NEUTRAL] A permanent. OK. All right.
[AGENT][NEUTRAL] OK, so we're just changing the first part which is [PII]. The rest is still the same, correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, it's [PII] and it's um you said [PII], right?
[AGENT][NEUTRAL] Mhm. [PII] mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and is part.
[CUSTOMER][NEUTRAL] Yeah, [PII] yep.
[AGENT][NEUTRAL] OK, [PII], correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, bear with me just a second.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] All right. OK, I went ahead and change that information.
[AGENT][NEUTRAL] All right. Um, so to get a disability claim started, you just need to have the claim form. And once you're put in disability by your doctor, then uh they can go ahead and send that information over. Um, we're gonna need a specific days of how long you're gonna be out. Um, so the claim form is gonna be uh through our website at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's gonna be the short term disability.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, which is usually on the 2nd page if I'm not mistaken, just go to [PII], click on claims and forms, scroll down to the bottom of the page, go to page 2 and it's gonna be um almost to the end of that page.
[CUSTOMER][POSITIVE] OK awesome so once I get you guys' like the paperwork and stuff, um.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Like when do I like start getting like paid and stuff? Would that be like per week or would that be like per month sort of thing?
[AGENT][NEUTRAL] It's gonna be per month. Um, let me go ahead and pull some of your benefits. One moment.
[AGENT][NEUTRAL] Let me see if there's an elimination period and then um for how long?
[AGENT][NEUTRAL] OK, and this is not a guarantee of payment, just a verification of coverage. We cannot guarantee any payments until we receive the claim.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so you have an elimination period of 7 days. So the 1st 7 days are not gonna be paid. We're gonna start paying on the 8th day. It is gonna be monthly and you have a um
[AGENT][NEUTRAL] 90 day period of disability.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. So once we receive all the paperwork, um, the process of a claim is usually 7 to 10 business days. So after that 7 to 10 business days, um, that's how it's going to pay. It's going to be monthly and it's gonna be, um, you're gonna see that 7 day elimination period on the first payment and then after that you will not see that anymore because it's just one time.
[CUSTOMER][NEUTRAL] OK, so is it gonna be like a percentage of my pay or is it like a set amount?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, the benefits states that is monthly disability benefit of 650, not exceeding 60% of your monthly compensation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, awesome.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um, so I'll just fill up that paperwork whenever, like whenever she's ready. Like I said, I'm not like ready right now. I just wanted to know like, I just want to get prepared whenever, um, cause like I said, I'm almost, I'm almost there. I have a few weeks, you know.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm, OK. And um let me see.
[AGENT][NEUTRAL] And I'm not sure if you received the paperwork of the policy, but if you need it, I can go ahead and send it to you, um.
[CUSTOMER][POSITIVE] That'd be great, just so I can have it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, and so you can go over the limitations and all the the information about preexisting and everything um.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let me go ahead and send this out.
[AGENT][NEUTRAL] OK, you should be receiving the paperwork within 5 to 7 business days. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, uh you did amazing, more than I could ever ask.
[AGENT][NEUTRAL] OK, Ms. [PII], and, and do you need uh the policy number so you can have it with you?
[CUSTOMER][POSITIVE] Yeah, give me just a second so I can get a pen real quick.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Alright, that policy number is 0258.
[AGENT][NEUTRAL] 444 8.
[CUSTOMER][POSITIVE] OK, awesome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much again.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.
[AGENT][POSITIVE] You're welcome. Bye bye.