AccountId: 011433970860
ContactId: e0544b88-f9e1-458e-adf8-af9f4b04cb38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 703320 ms
Total Talk Time (AGENT): 288997 ms
Total Talk Time (CUSTOMER): 312584 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/e0544b88-f9e1-458e-adf8-af9f4b04cb38_20250210T21:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. um, I'm calling because I was asked to open, uh, or register online so I can submit my disability. It's actually for my husband, my husband's disability, uh, application online.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And as I try to click on the new user and put in his information, it tells me that um I get an error message saying that no user was found and the information is I guess wrong or something and to contact you guys so.
[AGENT][POSITIVE] OK, um, well, I'm definitely sorry to hear that you're receiving that message. Um, I'll be more than happy to help you. So usually, um, when that happens, it just means there's something that's being inputted that doesn't match within our system. So I just have to figure it out and correct it for you. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have um the policy number?
[CUSTOMER][NEUTRAL] Well, it's, uh, I don't have a policy number, but I can give you my husband's social security number.
[AGENT][NEUTRAL] OK, that's fine too.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, actually, no it let me come through.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, um, and what is his first and last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is Mr. [PII] available? We just need to, I just need to verify, um, because he doesn't have anyone on his policy, so I just need to verify and then um get permission to to speak with you on his behalf and I can give you all the information. Um, do you know, is he available?
[CUSTOMER][POSITIVE] Yeah, that's right.
[CUSTOMER][NEUTRAL] Uh, here.
[AGENT][NEUTRAL] Hi Hi Mr. [PII]. This is [PII] from APL. How are you doing?
[CUSTOMER][POSITIVE] Hi, how are you? Good good.
[AGENT][NEUTRAL] I'm doing good. Um, I just need you to verify your date of birth, your mailing address and email address.
[CUSTOMER][NEUTRAL] Alright, is [PII]?
[CUSTOMER][NEUTRAL] My email address is uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that and then just your mailing address.
[CUSTOMER][NEUTRAL] The address
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Sorry, what, what did you say?
[AGENT][NEUTRAL] Your home address?
[CUSTOMER][NEUTRAL] Ah, to [PII].
[CUSTOMER][NEUTRAL] Southwest 127th Court.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and um are you giving me permission to speak with your wife on your behalf?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] All right, thank you for that. And that's all I needed. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] Honey, bye honey um
[AGENT][NEUTRAL] And your name is [PII], right?
[CUSTOMER][NEUTRAL] OK, so I always.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I was able to log in now actually, while we were on the phone, I think, yeah, um, so I guess the only thing I have to do is upload where it says upload files, I will upload the form, right? That's it.
[AGENT][NEUTRAL] You are able?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that's correct. That's it.
[CUSTOMER][NEUTRAL] OK, and how does this work? What, how long do you guys, um, what is the like the length of the period that you guys take to review the information and, and approve or whatever the, the policy or the claim?
[AGENT][NEUTRAL] So it's a 7 to 15 business day turnaround from the day we received the claim. Um, now for the short-term disability, the doctor has to fill a portion, you all have to fill a portion and then the employer has to fill out a portion. So once everything is received and the examiner um can examine the claim, it's usually about 7 to 15 business days.
[CUSTOMER][NEUTRAL] OK, and just say, for example, my husband is gonna go to surgery this Wednesday, so it's starting on Wednesday, he won't be working anymore. So once you guys have reviewed all the information, um, do you guys back pay him for that time or, or it won't actually get get on or account until you guys have approved the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The, um, the plane.
[AGENT][NEUTRAL] No, it'll go based on whatever the doctor's um the date out and the return to work date.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, OK, OK, perfect. But yeah, so we already have the, the form filled out by the doctor and, and the part that it's, um, or, or part, uh, we're just waiting for the HR department to fill out their part so we hopefully will have all the documentations ready by the end of the day or later tomorrow and then I will upload it for for you guys. Is there anything else that we need to do besides that?
[AGENT][NEUTRAL] Um, no, well, first, just for the call, let me say all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] Um, but no, after you fill out your, the claim form and you submit it, there's really nothing else to do. Um, the disability benefit for the policy is $1000 per month. Now that first, that very first claim payment that goes to you all, there's an elimination period. Um, elimination is a number of days that the claim isn't paid for, so for, for this policy is 7 days.
[AGENT][NEUTRAL] So that first claim is going to be shorter because it's missing those 7 days and then everything, all the other claims will be on the $1000 a month and the max that he can be on disability at a time is 180 days.
[CUSTOMER][NEUTRAL] OK, can you explain to me that um
[CUSTOMER][NEUTRAL] What you said at the beginning, like the 7 days something.
[AGENT][NEUTRAL] OK, so for the elimination period, each policy has a number of days that the policy does not pay towards the claim. Um, for yours it's 7 days, it can be 14, it can be 21, um, but for this one it's 7. So that very first.
[CUSTOMER][NEUTRAL] What is that exactly?
[CUSTOMER][NEUTRAL] What is an elimination period? What is that?
[AGENT][NEUTRAL] An elimination period is a number of days that your claim that your policy is not paid for a claim. So,
[CUSTOMER][NEGATIVE] So out of the month, out of the 30 days, you guys are not gonna count 7 days, is that what it is?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So, so instead of the $1000 you will be paying us less than that?
[AGENT][NEUTRAL] For your, for your first payment, yes, every, for every policy, their first payment includes the elimination period.
[CUSTOMER][NEUTRAL] And why is that?
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] What is like the purpose of that?
[AGENT][NEUTRAL] That's just, it's, it's a disability policy. Every disability policy has an elimination period. It just what differs is the amount of time. Yours is 7 days, it can go up to 120 or more.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm just not understanding what is like the
[CUSTOMER][NEUTRAL] I mean, what is the, the thing behind that? Like why would you call, why would you need 7 days? What would you do 7 days out of the time, and I'm not saying you in particular, but I mean like the policy, how does this work and then why would they need an elimination?
[AGENT][NEUTRAL] That's just how this
[AGENT][NEUTRAL] That's just how disability policies are designed, whether it's long term or short term, there's an elimination period.
[CUSTOMER][NEUTRAL] OK, uh, and so what is
[AGENT][NEUTRAL] Um, as far as why I'm not sure, that's just how disability policies are. I'm not sure why.
[CUSTOMER][NEUTRAL] OK. And uh, and so instead of the $1000 how much is it gonna be?
[AGENT][NEUTRAL] Um, I'm not an examiner, so I can't give, I'm not sure of specifics. I'm just advising you of, you know, once you see it, if it is short, that is why, um.
[AGENT][NEUTRAL] I'm not sure what the difference would be or if there's other factors in there. The only way to guarantee that or to know exactly what it would be is to process the claim.
[CUSTOMER][NEUTRAL] Mm, OK, so my husband, like I said, he's gonna go into surgery on Wednesday. Uh, he's um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] the time he's going to be off, um, it's around 1 month and a half, so it's less than 2 months. So for the second month, how does it work? Do you guys?
[CUSTOMER][NEUTRAL] Pay him only half of the month or you still pay him the whole month or or or how does that work?
[AGENT][NEUTRAL] It's, so we're kind of doing a hypotheticals in the blind because we don't have the doctor's information, but
[AGENT][NEUTRAL] If the, so the elimination period is only for that first check. The second check is going to be a full unless there's something that needs to be taken out, premium or something that it would be that full $1000 because it's your second premium payment or check payment, sorry.
[CUSTOMER][NEUTRAL] Even though he's not gonna be the whole 2nd month out.
[CUSTOMER][NEUTRAL] That was my question. Like, for example, he's not gonna be two full months out. He's going to be, as of now, you know, God forbid something goes wrong during the surgery or whatever, then that's a different story, right? But um, as of now, his, um, the doctor is asking him to take um between 6 weeks off after the surgery, so that's like a month and a half.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But that's why I'm saying hypothetically like you're saying, because you don't have your documentations in front of you, but that's what the documentation is gonna say because I already read it, um.
[AGENT][NEUTRAL] So then
[AGENT][NEUTRAL] So if it's, it's only going to be the amount of time the doctor has him out. So if he's out for a month and a half, it will only, he, he will only be paid a month and a half. It wouldn't be 2 full months because he only gave him a month and a half months.
[CUSTOMER][NEUTRAL] OK, yes. And then, and then that half is what, $500 half of the $1000?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, OK, that's what I was trying to understand, OK.
[CUSTOMER][NEUTRAL] OK, so it's $1000 per month. OK.
[CUSTOMER][NEUTRAL] OK, so, OK, I'll upload that information as soon as possible, OK?
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it. You have a good day. Thank you.
[AGENT][POSITIVE] Thank you, you also, and thanks for calling APL. Bye-bye.