AccountId: 011433970860
ContactId: dacbc933-08c8-4362-9d05-ac6df5fd7dd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 657479 ms
Total Talk Time (AGENT): 366456 ms
Total Talk Time (CUSTOMER): 109232 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/dacbc933-08c8-4362-9d05-ac6df5fd7dd0_20250502T20:08_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, ma'am. I got hurt at work and I am having to have surgery and I was calling to see about uh uh paying a short-term disability this week. I was gonna see what I needed to do for that.
[AGENT][NEUTRAL] OK, so I'm so sorry. Did you say you're calling about paying for your premium for your disability policy?
[CUSTOMER][NEUTRAL] Yes, I'm, I, I, um, I got injured at work and I got a hernia.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I have surgery on it next Monday, not the not Monday as in on the [PII], and I was calling to see about the possibly what uh benefits I have for short term disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, you're wanting to find out about.
[CUSTOMER][NEUTRAL] So I'll be out for at least a week.
[AGENT][NEUTRAL] OK, so this, you're wanting to get some benefit information?
[CUSTOMER][NEUTRAL] Yes, well.
[AGENT][NEUTRAL] Yes, sir. I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and your policy number please.
[CUSTOMER][NEUTRAL] Yes, ma'am, let me grab a wall.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy is 02.
[CUSTOMER][NEUTRAL] 554-700.
[AGENT][NEUTRAL] OK, thank you. So give me a moment to get your policy information pulled up. Once I have everything pulled up, I will have to verify several things with you, Mr. [PII], for security, and also any information that is provided would be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, so first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] My company or personal?
[AGENT][NEUTRAL] Uh, this appears to be personal.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you very much for verifying your information with me. OK, so now the policy number that you provided for me, Mr. [PII] is your hospital indemnity plan, your limited benefit plan that you have with APL.
[AGENT][NEUTRAL] So there are benefits and will your surgery be done on an outpatient basis?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so on the hospital indemnity plan and make, OK, I'll give you the benefits first and then they tell you what I was about to. So on this policy for accident and sickness for outpatient surgery, the benefit would be $1000 per day, maximum of 1 day per calendar year per covered person.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So that is the benefit on your hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So do you need any other information on that before I make a couple of notes and then I'll pull up your disability policy.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, so how would I, I do, how would I go about applying for that?
[AGENT][NEUTRAL] For filing on this policy that we're looking at now.
[AGENT][NEUTRAL] Your hospital indemnity. OK. So, first off, I would recommend that you present that ID card to your facility, to the provider when you go.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Most providers will file for you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] In the event that they do not, then you can call us back or I can go ahead and give you the website that you would go to to get the claim form that you will need to submit along with the other documentation that's listed in the instruction section of that claim form.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I tell you what, Mr. [PII], first off, have you ever set up your profile in our portal called the online service center where you can have access to your information online?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, ma'am, I have not.
[AGENT][NEUTRAL] OK, so what I will do then is I will email you the user guide.
[AGENT][POSITIVE] It gives you instructions for how to set up that profile and also the different things that you can do within the portal.
[AGENT][NEUTRAL] I will attach the claim form for you as well so that just in case you were to need it, you know, it would be in your email but it's also on our public website as well, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Once you get your profile set up if you have access to a computer, you can upload all that information directly into your portal for us to review we just cannot accept any type of claims information via email.
[CUSTOMER][NEUTRAL] OK, that's one.
[AGENT][NEUTRAL] All right. All right. So do you have any other questions on this policy?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, so just one moment.
[AGENT][NEUTRAL] Bear with me just a moment, Mr. [PII], cause I said I got, I have to make a couple of notes on here before I pull up your disability policy information.
[CUSTOMER][NEUTRAL] Yes, well that's fine.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And when you set up your profile also Mr. [PII] in the portal you're going to also, you'll have access to each of your policies that you have with us and your benefit information for each one of them so you can look at that stuff yourself, OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so your disability policy number if you would like for me to give that to you.
[CUSTOMER][POSITIVE] Yes ma'am, let me get, yes I'm ready.
[AGENT][NEUTRAL] Alright, yeah, it's 255.
[AGENT][NEUTRAL] 4718.
[CUSTOMER][POSITIVE] Yes, I got it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so let's see.
[AGENT][NEUTRAL] OK, so now will you be, is this going to be under workers' compensation since you said you were injured at work?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It is. OK.
[AGENT][NEUTRAL] So on your disability policy in the exclusions section of that, you will be able to see this as well, but it is an exclusion under.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Under F it says the policy does not cover any loss, fatal or nonfatal, which results from any of the following, and one of those things states injury or sickness arising out of and in the course of any occupation for wage or profit or for which you are entitled to workers' compensation.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So make sure to just present the facility with your ID card that has that other number on there and hopefully they will take care of all of your filing for you but again I am going to include that claim form.
[AGENT][NEUTRAL] In addition to the online service center user guide and you'll have that email from me within just a few minutes and I will put APL online service center in the subject line for you and it will come from care team at [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am. And then that, that one, the claim that is up to $1000 what is that for exactly?
[AGENT][NEUTRAL] That is, that's just for your outpatient surgery.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the benefit on that hospital indemnity plan for outpatient surgery.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So again that is the $1000 benefit, yes, and one day per calendar year.
[CUSTOMER][POSITIVE] Yes I'm alright thank you sir.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] Well, you are very welcome. Do you have any other questions that I could help you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, Mr. [PII], well, I wish you all the best with your upcoming procedure and I hope you have a very nice weekend also.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] OK, well thank you for calling ATL mhm bye bye.