AccountId: 011433970860
ContactId: ef836a5f-00d1-4fd3-af96-304df0b158ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 537640 ms
Total Talk Time (AGENT): 177568 ms
Total Talk Time (CUSTOMER): 121451 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/ef836a5f-00d1-4fd3-af96-304df0b158ae_20250512T20:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, I, I need to open a case for a short term disability.
[AGENT][NEUTRAL] OK, you can file a claim uh through our online portal. claims can also be mailed in or faxed in. Have you ever logged in online?
[CUSTOMER][NEUTRAL] Uh, no, I, I have seen the LinkedIn. I, I'm on the, uh, landing page for the, uh, terrorist staffing one, and I don't see a link to start the process off.
[AGENT][NEUTRAL] Do you have your policy number? I can pull that up.
[CUSTOMER][NEUTRAL] Let me see, hang on a second.
[CUSTOMER][NEUTRAL] And when it's real small cards.
[CUSTOMER][NEUTRAL] No, I'm probably gonna go with the, uh, file the online, uh, uh, deal.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Yeah, I, I thought it was my phone. Yeah, I'm good. So yeah, I just got the, the, the card I got for Reillo for the insurance is very, very small. So, um, yeah, I, I, uh, I might have to just go ahead and, uh, have you give me like the online uh link to it.
[AGENT][NEUTRAL] OK, so, yeah, I'm not familiar with the terrorist staffing website. I'm not sure what that is. I can give you our website where claims are filed through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Our web address is [PII]. So that's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you get to that web address you'll, yeah, you'll see on the top right hand side there's a link there to sign in and you would just create new you would do new users you've never logged in before.
[CUSTOMER][NEUTRAL] Oh, differently, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me see if I can go on I got a magnify on my phone. Now give me a second here. Let me get you that policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The ID number is gonna be Delta 46802167.
[AGENT][NEUTRAL] Do you see anything on that card that says medical or certificate number, not um employee ID?
[CUSTOMER][NEUTRAL] Uh, let's see, yeah, hang on a second.
[AGENT][NEUTRAL] If you don't, I can just look it up by your name also if um it's too hard to see.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to find out what you're looking for. I, I guess I just don't see it. So first name is [PII] and last name is [PII].
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] What state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's your date of birth, please?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] All right, thank you. And then if you could just verify with me the full address in [PII] and your email address.
[CUSTOMER][NEUTRAL] Yeah, well this is uh [PII].
[CUSTOMER][NEUTRAL] And in [PII].
[CUSTOMER][NEUTRAL] And the email address is [PII].
[AGENT][POSITIVE] Great. Thank you for that. OK. So, um,
[AGENT][NEUTRAL] I can give you this policy number if you need it. You won't need it to register online when you're doing new user. Um, it asks for member ID or social, just put in your social.
[AGENT][NEUTRAL] Um, the only other important thing to know when you are logging in online as a new user, it is gonna ask for your last name, social, zip code, email, and date of birth. Uh, the zip code, of course we have on file is the [PII]. You need to make sure that you use the [PII], um, otherwise it'll say that it's not able to find you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so once you create the log in and everything, you'll get in there and you'll see a green button under my claims that says upload. That's where you would upload your documentation. Uh, the only other thing that you will need to submit is the claim form itself. Do you by chance have that?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][NEUTRAL] Would you like me to send that to your email or I can show you where to find it online?
[CUSTOMER][NEUTRAL] Oh yeah, you can, uh, yeah, I can download it, so I'm just trying to make sure that the um I got the right to come because uh APL, um, I'm trying to make sure it's a Vella associated, uh, deal because I, I don't see, um, oh wait a minute, you know what, my bad, because I, I got your stuff in the mail. I'm sorry, I'm trying to make sure everything is, you know, fine here on my end.
[AGENT][NEUTRAL] Yeah, so everything looks good on my end. I mean, I, I show that you have short-term disability, you have dental with us, you have an accident, a limited benefit, medical, and also a life insurance, it looks like.
[CUSTOMER][NEUTRAL] Yeah, go
[CUSTOMER][POSITIVE] Yeah, that sounds pretty good. Yeah, um, yeah, I, I can, uh, you can uh give me the link to download through the email that's fine.
[AGENT][NEUTRAL] OK, I can email you the short term disability claim form um and on there will be instructions as far as what you need to submit with the claim form for documentation and then you can manage those claims online if you want to check on the status of them and everything.
[CUSTOMER][POSITIVE] Sounds good thank you.
[AGENT][POSITIVE] Yeah, not a problem. Have a good day.
[CUSTOMER][NEUTRAL] Bye