AccountId: 011433970860
ContactId: ea8f08e6-af83-41ad-90f0-1372998700da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 599299 ms
Total Talk Time (AGENT): 358675 ms
Total Talk Time (CUSTOMER): 144521 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/ea8f08e6-af83-41ad-90f0-1372998700da_20250328T19:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I was just calling to get some information. Um, I do have an APL policy for short term disability through my employer. Um, I am currently 7 months pregnant and will be going out on maternity. Um.
[CUSTOMER][NEUTRAL] At the end of May early June so I was just uh calling to get some information on how disability would support um that leave.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, [PII], so you've got some benefits questions on your disability policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, OK, I can help you with that. And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Where would I find that?
[AGENT][NEUTRAL] Now there's not an ID card. Have you created your profile in the portal for APL? If not, I if you haven't done that yet, I, oh I'm.
[CUSTOMER][NEUTRAL] I just today.
[CUSTOMER][NEGATIVE] Uh, I just today learned there was a portal, so no, I don't believe I have.
[AGENT][NEUTRAL] OK, well I can also email you that user guide for the portal. What is your full social? and I can look your information up that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, and [PII], I will need to verify several things with you. First, for security and any information I do provide will be a verification of benefits and not a guarantee of payment. So if you could first um give me your last name and also your date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 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] Yep, yep.
[AGENT][NEUTRAL] OK, thank you and the last piece of information to verify would be your email address and this does appear to be your work email that is on file.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying all of your information and again I will email you when we get off of our call I'll email you that user guide for our portal so that you can set up your profile and that way you'll have access to your policy number, policy information and your claims information can be uploaded directly into the portal as well, [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Is there any chance I could um add my personal email so that that information went to my personal email?
[AGENT][NEUTRAL] Now I can change the email, uh, give me just a moment to your personal email. I do want you to be aware though that there is a possibility that it will change back to your work email because of how we receive your.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Employer's information so if an electronic file comes over to us it still has your work email on it it's gonna override this change that I make, so I just don't want you to um call back and have them, you know, speak to someone else and verify it again and it may be well you know I don't want you to think it wasn't changed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well then,
[CUSTOMER][NEUTRAL] Then you know what, let's just leave it with the work email and I'll just know to look for it there.
[AGENT][NEUTRAL] Well, I don't, I don't mind I can at least change it and you can set your profile up and then if it overrides it back, you know, it's your portal will have already been set up.
[CUSTOMER][POSITIVE] That that's absolutely fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what, uh, would you like for me to change it to?
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. So [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's perfect.
[AGENT][NEUTRAL] And that is the email address that I will also send that user guy to, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And if you would like, I can go ahead and give you your policy number too, and you can write that down.
[CUSTOMER][POSITIVE] Yep, I have it a pen ready.
[AGENT][NEUTRAL] OK, so it's 25.
[AGENT][NEUTRAL] 00485.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. So on your disability policy and I can also include the disability claim form.
[AGENT][NEUTRAL] For you as well in that email.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Um, because the claim form, the first page of it, [PII] has all of the instructions for completing that. There will be is a section that your employer has to complete and also your physician.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, you know, you can upload the information back directly into your portal if the physician wants to fax their portion, that is fine as well. The fax number that's on the first page of the claim form is our secured fax line.
[CUSTOMER][NEUTRAL] And then.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And on your policy, there is a, uh, excuse me, an elimination period of 7 days.
[AGENT][NEUTRAL] For injury or sickness. So that means you would have to, you know, be off 7 days before this policy would start. And then the maximum benefit period for an injury or sickness on this plan is 180 days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 180.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And again, there is a full copy of your policy in your portal also.
[CUSTOMER][NEUTRAL] OK, so once I set everything up I will see all of the information?
[AGENT][NEUTRAL] That you can see.
[AGENT][NEUTRAL] Mhm. Yes, ma'am. You'll have access to all of that. It's in a PDF format.
[AGENT][NEUTRAL] And you can, you know, just, it'll download for you for viewing or you can even print it out, but it's, you know, it's a pretty big document, so, well, actually it's about 23 pages, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and so how the process works is do I have to wait until after delivery to file the claim or can I do this before just so it's ready?
[AGENT][NEUTRAL] Um, since, unless he has you off of work at this point, since you don't know your due date, they have to put an anticipated, you know, return to work date and the beginning date.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of you being off of work.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, so I'll wait until after.
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then after the 7 days it's I, if I remember correctly, 60% of my of the salary.
[AGENT][NEUTRAL] Uh yes, let me get back.
[AGENT][NEUTRAL] Yes, so your disability benefit, and again I wouldn't try to write all this down because you'll see this in your policy. I'm gonna read it directly from your policy. Monthly amounts of the disability benefits are available from $300 up to $6000 in $50 increments and your disability will be $4000 not to exceed 60% of your monthly compensation.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if applicable, your disability benefit would be reduced by deductible sources of income as outlined in section 3 of the plan. But yes, you're correct, it would not exceed 60% of your monthly compensation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, well, um, I think that's all those are all my questions and it sounds like I can get anything else answered in the portal.
[AGENT][NEUTRAL] Yes, and if you um want to look at your information if you have any other questions, you know, please give us a call back.
[CUSTOMER][NEUTRAL] OK, alright, I'll look out for that email from you then.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh. Well, congratulations on your new arrival, and I hope everything goes very well for you, [PII].
[CUSTOMER][POSITIVE] Thank you very much. I appreciate it.
[AGENT][POSITIVE] And you're welcome. And so like I said, give me just a few minutes and you should have that email for me. The email will come from [PII] and I will put APL in the subject line so that that's easy for you to recognize.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK. Well, is there anything else I can help you with at the moment?
[CUSTOMER][NEUTRAL] Uh, no, I think that's gonna be it.
[AGENT][POSITIVE] OK. Well, thank you so much then for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.