AccountId: 011433970860
ContactId: dc3734fd-f85a-4854-bf89-308b1988f3b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 688020 ms
Total Talk Time (AGENT): 328347 ms
Total Talk Time (CUSTOMER): 199310 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/dc3734fd-f85a-4854-bf89-308b1988f3b3_20250116T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, I got a phone call saying I need to do a selection of benefits and I also need help starting a short term disability claim.
[AGENT][NEUTRAL] OK, I can help you with your benefits and your short term disability. Can you please uh give me your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII], and my call back number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and then what is your policy number?
[CUSTOMER][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] OK, on the letter you received, is there a reference number or a policy number on it?
[CUSTOMER][NEGATIVE] Um, I didn't get a policy number, reference number. My daughter just told me that I received a phone call and they said I had a certain time bracket or I wouldn't be eligible. When I signed up when I first got the employment thing, I signed up for the short term disability, the critical illness, and dental.
[CUSTOMER][NEUTRAL] And I forget what the other one was, mm, I don't have any like portal or anything I can see everything with.
[AGENT][NEUTRAL] Oh, OK. Well.
[AGENT][NEUTRAL] Right, OK, Ms. [PII], what is your social security number and that'll pull in all your policies for me.
[CUSTOMER][NEUTRAL] Oh great. OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, let's look you up that way and get you some help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, cause I don't know where to start.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] We'll get you through it.
[CUSTOMER][POSITIVE] Great, great, great, it's just important for me to keep that dental in place because it has been.
[CUSTOMER][NEUTRAL] Um, mouth work that needs to be done, and I found out when I went back to the doctor, my illness is more critical than what we thought it was. We have to go on extension, extensive testing.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] All right. So, I think I have you. I think I have you. Um, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that's you and then also for security reasons can you verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] So an email
[CUSTOMER][NEUTRAL] Yes, the, um, the address is [PII]. Phone number is [PII] and the email address is one of two things. It's either [PII] or it's [PII].
[AGENT][NEUTRAL] We have the [PII]. Thank you for verifying your policy for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so you received a letter. Let me try to see which policy you received the letter on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the letter said
[AGENT][NEUTRAL] That you need to make selection of benefits is is that what it said?
[CUSTOMER][NEGATIVE] No, no, no, no, my daughter relayed a phone call to me that said I needed to call to do something or there would be a deadline for something, so that was just my daughter relaying the message, uh, as far as the letter that I received, I believe they sent me two cards and something else.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so some
[AGENT][NEUTRAL] OK, alright, let me look and see um.
[AGENT][NEUTRAL] If I can figure out what it is that you received so that I can answer your questions for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So far I'm just seeing that they updated your address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah it looks like your address was changed and they probably sent you a letter out to let you know that they updated your address because I'm not seeing anything in the notes as far as having to.
[AGENT][NEUTRAL] On our end now it could be through um your employer may have sent something.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you need help filing a short term disability claim, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, first, let me give you your policy number.
[CUSTOMER][NEUTRAL] Oh, OK, let me get something to write with.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] That's definitely something that I need.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's the company name?
[AGENT][NEUTRAL] American Public Life APL.
[CUSTOMER][NEUTRAL] I know, ma'am.
[CUSTOMER][POSITIVE] OK, I'm ready for that number.
[AGENT][NEUTRAL] OK, it is.
[AGENT][NEUTRAL] 256.
[AGENT][NEUTRAL] 9668.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm gonna give you our website where you can get your claim form.
[AGENT][NEUTRAL] And that's gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then when you go in there you're gonna click on the right hand corner it says claims and forms you're gonna click on claims and forms and you're gonna use the short term disability form.
[AGENT][POSITIVE] Uh, it has on that very first page when you download that form, it gives you specific instructions on what you need to send in with your claim so you don't miss a lick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um,
[AGENT][NEUTRAL] You'll also need to have your.
[AGENT][NEUTRAL] Your doctor fill out their portion, your employer fill out their portion of the form and you fill out your portion of the claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we have an online service center if you wanna do electronically, let me give you and you mentioned portal earlier so this is the portal to your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It is secured [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you sign up on that, the first option is gonna be you're a new user, you're gonna choose that and then the second option is going to be you're an individual with a policy, and then the rest is just your demographics and your password and username.
[AGENT][NEUTRAL] On that um portal you can download your claim forms and your.
[AGENT][NEUTRAL] Uh, documents that need to go with your claim and then upload it through the online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] If you have trouble with it, or you need any help with it, call us and we'll walk you through it. But we also, I'm gonna go ahead and give you our fax number and our mailing address for claims too so you have everything.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, that's correct and then we have a mailing address so let me give you the mailing address, it's [PII].
[AGENT][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] yes.
[CUSTOMER][POSITIVE] Hold on, repeat that whole thing for me again I'm sorry.
[AGENT][NEUTRAL] That's OK. It's [PII].
[AGENT][NEUTRAL] [PII], oh.
[CUSTOMER][NEUTRAL] Oh no, just the number, just the zip code card, just the zip code.
[AGENT][NEUTRAL] 7
[AGENT][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, you've got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, is there anything else that you need help with Ms. [PII]?
[CUSTOMER][NEGATIVE] No, no, no, I just want to get everything done in a timely process considering he just removed me. I didn't wanna let days lapse before I figured out what my A, B, and C plan of action was going to be.
[AGENT][NEUTRAL] Yes ma'am, I understand and just know that um in the future if you have claims other than short term disability, of course you know you always wanna get that done as soon as you can but the other um claims there's not a timely filing limit so as long as you're covered under the data service you can file your claim at any time.
[CUSTOMER][NEUTRAL] OK, um, what are the qualifications for Megaforce because considering I was a temporary employee, I did some research and it said Megaforce does allow temporary employees to receive short term disability. It is one of the things I signed up for election wise when I first started.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I was just wondering if there would be like any reason I would get denied or if there's any special criteria that you have to have.
[AGENT][NEUTRAL] No, ma'am, not that I know of, um, it's all based on the documentation from your employer, your doctor.
[AGENT][NEUTRAL] Anything that you send in that from where you've gone to see the doctor, it's all based on that uh and then once you send in your claim it takes 7 to 10 business days for them to examine the claim and complete it.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, 7 business days. OK, alright, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a great day and thanks for calling ATL.
[AGENT][NEUTRAL] Bye-bye, ma'am.