AccountId: 011433970860
ContactId: e1207087-121b-4aab-9427-efa687f47725
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1218880 ms
Total Talk Time (AGENT): 590464 ms
Total Talk Time (CUSTOMER): 198704 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e1207087-121b-4aab-9427-efa687f47725_20250609T14:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I had a couple of questions about my accidental policy. I'm trying to view it online and whenever I download it, it's coming up as like Chinese symbols.
[AGENT][NEUTRAL] And you're downloading as a as a PDF?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, I assume you're the first person who has reported that to me, so.
[AGENT][NEUTRAL] You have some questions on your accident coverage, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I just wanna see what like the plan, like what it entails.
[AGENT][NEUTRAL] OK, so yes ma'am, I can try and answer some questions for you and what was your last name again please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you. And a good call back number for you, please.
[CUSTOMER][NEUTRAL] Call back is [PII].
[AGENT][NEUTRAL] Thank you. And then your policy number, please?
[CUSTOMER][NEUTRAL] The policy number, let's see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 263-607-0.
[AGENT][NEUTRAL] OK, thank you. So give me a moment, Miss [PII], to get your information pulled up. I will have to verify several things with you first for security, and then also any information that is provided would be a verification of benefits and not a guarantee of payment. So one moment please.
[AGENT][NEUTRAL] OK, so first off, um, Ms. [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] Home mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And the phone number that you gave me, the [PII], is that your best contact number?
[CUSTOMER][NEUTRAL] 5 of their son.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] Uh email address is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, now the policy number that you provided for me is your short term disability policy.
[AGENT][NEUTRAL] Is that the policy you were inquiring on?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I need to know, I want information on both of them.
[AGENT][NEUTRAL] OK, so neither one of them are viewable to you in your portal?
[AGENT][NEGATIVE] They both look off.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And because we did roll out a new portal last week, we are trying to look at some of some issues that people may be having, so you were able to set up your profile, is that correct? in the new portal?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct. Correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And are you logged in and looking at them from, I mean, on a computer or are you trying to look at them on your mobile device?
[CUSTOMER][NEUTRAL] I'm on my phone.
[AGENT][NEUTRAL] OK, that may be it. Have you, OK, cause I don't even see that there's a policy number.
[AGENT][NEUTRAL] Because your policy was just issued. Give me just a second.
[AGENT][NEUTRAL] OK, so there's not an accident policy viewable to you yet. They are still working on those and give me one moment to look at your disability policy.
[AGENT][NEUTRAL] OK, so your disability policy should be viewable to you properly, maybe not from your mobile device.
[AGENT][NEUTRAL] They may have something to do with that as to why you can't see that. Now I'm gonna have to make sure that your accident policy is viewable because I'm not able to see that at the moment either.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's because your policy was just issued so it just hasn't had time to be put into the portal for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what
[CUSTOMER][POSITIVE] But it is active, correct.
[AGENT][NEUTRAL] Oh yes, ma'am, it is. Uh-huh, it is. It's showing your effective date is [PII], but we did not receive the enrollment information until the end of May.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Until the [PII], so that's why it's just not viewable to you yet because that takes a little bit of time to get that in there. So is there a specific question that you have that I could try and answer?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At this point,
[CUSTOMER][NEUTRAL] Oh, OK. So I, I broke my foot, well, two days ago.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] And so I'm just trying to get the ball rolling for for stuff to be covered.
[AGENT][NEUTRAL] Let me see if I can find another member in your same organization that has a policy that I can look at.
[AGENT][POSITIVE] Thank you. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And apparently I don't have policy I haven't located a policy yet that's already available because it looks like this entire group.
[AGENT][NEUTRAL] was issued at the same at the same time. So, but I'm still checking a few more.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can you tell me anything about the short term, you have to be out of work for 10 to 7 days consecutively, business days?
[AGENT][MIXED] I will be happy to look at that policy for you, but I don't have that policy pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me, uh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Alright, so yes ma'am, I'm sorry I can't see the information. I haven't been able to locate a policy.
[AGENT][NEUTRAL] That's that I can look at the benefit information with you.
[AGENT][NEUTRAL] On the accident. I'm gonna try one more. And again, it's just, I think it's because all of them were just issued.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so let me try and look at your disability policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so again, any benefit information would be a verification of benefits and not a guarantee of payment. So on your disability policy, your elimination period is 7 days, and then your maximum disability period is 90 days. Now, again, you should be able to see that policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] In your portal and it opened properly for you to be able to read it.
[AGENT][NEUTRAL] And that policy number is 2,636,070.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me make sure that that's.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] 26,360.
[AGENT][NEUTRAL] 70 is your disability. That's the disability. Mhm.
[CUSTOMER][NEUTRAL] That's for
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the other policy number that you should see in your portal.
[AGENT][NEUTRAL] would be 263-6069.
[AGENT][NEUTRAL] And that is the group accident. Do you see that one?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, and can you tell me what the short term is supposed to pay out for every 2 weeks? I can't remember.
[AGENT][NEUTRAL] Uh, this is based on a monthly benefit and on your disability benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On this policy.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, so it shows that your base is $3750.
[AGENT][NEUTRAL] And that is not
[CUSTOMER][NEUTRAL] 3700.
[AGENT][NEUTRAL] Uh-huh, and 50 per month, not to not to exceed 60% of your monthly compensation.
[CUSTOMER][NEUTRAL] So start
[AGENT][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] So 3700 is what it said is, is that what I
[AGENT][NEUTRAL] That's the max. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your your benefit is 3750, but not to exceed 60% of your monthly compensation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now there is if you're gonna be.
[CUSTOMER][NEUTRAL] So 60% of the 37.
[AGENT][POSITIVE] I'm so sorry. Ask your question again.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So 3750 would be max.
[AGENT][NEUTRAL] That is what it is, but, yes, but your, yes, your benefit base is 3750.
[CUSTOMER][POSITIVE] Thank you appreciate it.
[AGENT][NEUTRAL] Yes, but not to exceed 60% of your monthly compensation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And the disability claim form. Oh, you're welcome. Do you know if you're gonna be filing a disability claim?
[CUSTOMER][NEUTRAL] All right, well thank you I guess I'll.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I'm not sure about that yet. I'm going to the doctor today to see what she has to say.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Well, OK.
[CUSTOMER][NEUTRAL] It's more of the accident that I know that I'm gonna have to file.
[AGENT][NEUTRAL] Sure. And I'm gonna work on getting that policy to see, let me, let me just, do you have just a moment where I could ask a question?
[AGENT][NEUTRAL] In a teams, OK, to see, since I wasn't able to locate anyone in the group that had been issued, I just wanna see if maybe they know how long it's gonna be before any of those policies will be out there.
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] For us, so give me just one second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I was just trying to see if I could give you some benefit information on the accident.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So have you been to the doctor, so you have received treatment, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I went yesterday and they did an X-ray and verified it's broken. I'm going to the orthopedic surgeon today.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For a consultation.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm gonna also, so there are some benefits, of course, we'll have to just receive a claim, um, a full review along with all of the required documentation. So did you go to the emergency room? Did you go to?
[AGENT][NEUTRAL] An urgent care.
[CUSTOMER][NEUTRAL] Oh, I just went to the, I went to urgent care that was like specialized in orthopedics.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] There's just so many benefits.
[AGENT][NEUTRAL] On these policies, Ms. [PII], that that's why it's.
[AGENT][NEUTRAL] Without me having that policy certificate to actually look at. But yes, ma'am, you will, you know, you will definitely want to file a claim on here um because there are.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There are benefits as far as um.
[AGENT][NEUTRAL] You know, for going to the doctor for the X-rays, and then depending on what's going to be, you know, what they're gonna have to do once you've had your
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Appointment today, then obviously you know then you would need to.
[AGENT][NEUTRAL] Call us back for that. um.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Because again, you do have benefits for
[AGENT][NEUTRAL] You know, office visits, as well as urgent care treatments.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Um, and you've been within, you know, the allotted time frame, X-rays, same thing. If you were to have to have some type of appliance or something, that is something that could possibly be looked at under here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] As well, you know, a cast, a boot, and that type of thing.
[CUSTOMER][NEUTRAL] As well, um.
[CUSTOMER][NEUTRAL] Yeah, yeah, whenever, will I have to get an EOB before I can start pushing for a claim or what?
[AGENT][NEUTRAL] Yes, yes, so I can tell you, I can give you the website because there's gonna be two different forms. If you file a disability claim, there's gonna be, there's a specific form for that. The accident claim form, it has all of your instructions on page one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, so you can use that as a.
[CUSTOMER][NEUTRAL] OK. I thought, I, I actually looked that up.
[AGENT][NEUTRAL] You did.
[CUSTOMER][NEUTRAL] I did, so I just wanted to make sure.
[AGENT][NEUTRAL] The accident claim form, OK. So yes, so that.
[AGENT][NEUTRAL] Mhm. You will have to have all of those.
[CUSTOMER][NEUTRAL] It's pretty straightforward.
[AGENT][NEUTRAL] Yes, so I will again just use that as your checklist, make sure to sign your claim form and everything, and then you can upload all of that into your online service center portal once you have when did you set up your profile first off recently?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Today.
[CUSTOMER][NEUTRAL] Today.
[AGENT][NEUTRAL] I'm sorry oh today OK and I'm asking that because we did have an update to it last week. So for anyone who already had a profile, a new one was having to be set up so that's why I was curious.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think.
[AGENT][NEUTRAL] But um I'm going to check on
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna check on these policies again because there's not, you know, no one in your group has one in their portal yet. I can't see them either. Mhm mhm. But I will check on that.
[CUSTOMER][NEUTRAL] I want, yeah.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK. Well, was there anything else that I could try and help you with this morning?
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] No, that is all. And what's your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] All right, thank you so much, [PII]. I appreciate it.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome and I certainly hope you get to feeling better soon. I know firsthand, mm, what that's like to have that particular
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Thing broken.
[CUSTOMER][POSITIVE] Well, thank you so much. I appreciate it.
[AGENT][POSITIVE] Yes, ma'am. Well, you're, yes, ma'am. Well, you're welcome and thank you again for calling APL.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] Bye bye.