AccountId: 011433970860
ContactId: f2011175-085b-46f4-b48a-cdcd46fd298c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 761440 ms
Total Talk Time (AGENT): 362332 ms
Total Talk Time (CUSTOMER): 229126 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/f2011175-085b-46f4-b48a-cdcd46fd298c_20250328T16:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I am trying to find out more about the um.
[CUSTOMER][NEUTRAL] What it is, um,
[CUSTOMER][NEUTRAL] This is a short term disability insurance?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can look into the policy for you and let you know of your coverage. Are you trying to get the coverage or you already have it and just need to know what you have?
[CUSTOMER][NEUTRAL] I already have the coverage, yeah, I just wanna know what I have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, and may I have a good contact number in case we're disconnected and then um your policy number if you have it?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that and your name and your policy number.
[CUSTOMER][NEUTRAL] Um, I don't have my.
[CUSTOMER][NEUTRAL] The on lender.
[CUSTOMER][NEUTRAL] Uh, I don't let me see, is, is it.
[CUSTOMER][NEUTRAL] Under the I don't know which number is under.
[AGENT][NEUTRAL] You have your, well, it's just a policy certification number.
[CUSTOMER][NEUTRAL] I have my
[CUSTOMER][NEUTRAL] Um, try D437.
[CUSTOMER][NEUTRAL] 31264
[AGENT][NEUTRAL] We can't use the D numbers. What do you have there? Is it paperwork that you're looking at? I can try to help you locate it.
[CUSTOMER][NEUTRAL] No, I have a card, but I don't see the, the number on the card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, hm.
[CUSTOMER][NEUTRAL] What's your, what's your next trailer? Oh, OK.
[AGENT][NEUTRAL] Do, do you have a group number?
[CUSTOMER][NEUTRAL] May I
[CUSTOMER][NEUTRAL] You can move that trailer but leave it to the uh the one that was supposed be GMP. OK, OK, alright, um.
[CUSTOMER][NEUTRAL] Sorry about that. What did you say?
[AGENT][NEUTRAL] It's OK. Um, so you say you have a card, yes, ma'am?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yeah, I have a card, but it got all different like my elixir. Can you hear me?
[AGENT][NEUTRAL] Yeah, it went in and out. I think it might be a delay.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, I don't have a policy number handy.
[AGENT][POSITIVE] OK, that's not a problem.
[CUSTOMER][NEUTRAL] Can you look it up under my social security number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] 21
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment while I look for the policy.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[AGENT][NEUTRAL] And you said short-term disability?
[AGENT][NEUTRAL] Um, now you don't have short-term disability with APL. You have your, uh, medical, you have an accident, you have critical illness and a life insurance and dental.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I don't have short term disability.
[AGENT][NEUTRAL] Well, I'm not saying you don't. I'm just saying with APL, we don't provide it. You may have it through another provider.
[CUSTOMER][NEUTRAL] See the young lady just put me through to y'all saying it's through ATL, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I've been getting a run around in circles with this thing, trying to find out information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you only have a total of 12345 policies with us. I have all 5 here.
[AGENT][NEUTRAL] And there the only 5 are hospital indemnity, which is your medical accident, which is your group accident.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Critical illness, group term life, and dental. So I'm not saying that you don't have um short-term disability, just like if you have vision, it's just not through APL we don't offer vision and then the short-term disability.
[AGENT][NEUTRAL] Um, there's not a policy here for you, but if it's supposed to be, then we just need to get to the um employer and we can get that signed up, but I, I don't know who advised you that it's through APL because that's not true. You only have 5 policies with us.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] So the easiest thing to do would be, um, well, let me do this first. Let me go ahead and get you verified so we can speak. um I don't I can give you specifics. Can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, my address is [PII].
[AGENT][NEUTRAL] Alrighty, and thank you so much for verifying your information. So, yeah, with um with your employer management analysis, we call it MAU. Um, so with MAU there's, they have several different um providers that provide the different products that they offer y'all. So you may have signed up for short term disability, they just didn't use the one that APL has. It's a different provider for that.
[AGENT][NEUTRAL] So your HR department will be able to show, um, you know, give you all your elections and what company provides what for you because they have all everything you selected.
[CUSTOMER][NEUTRAL] OK. All right. Well, I need to call them back then. All right, we're going in circles again.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Um, I can see if I have another number, if I have a better number for the, really you should be going through benefits in a card. That's who handles your your, your benefits. Did you want me to give you that number that we have?
[CUSTOMER][POSITIVE] And see, I, I actually just, I actually just called Benes in the cards. They gave me APL.
[AGENT][NEUTRAL] See, uh uh.
[AGENT][NEUTRAL] And they should have looked into that because
[CUSTOMER][POSITIVE] Yeah, they did, that's how I ended up with y'all.
[AGENT][NEUTRAL] No, um, and let me see if there's any, I was just looking to see if you've had, if you ever had a
[AGENT][NEUTRAL] Short term, no, these policies have been active since July of last year.
[AGENT][NEUTRAL] Um, these aren't even new policies. I was just trying to see if you, if there was ever a time there was a short-term disability with us, but since you opened up these policies in July, these are the only 5 you've had with us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm sorry they said that to you, but that's, that's not true.
[CUSTOMER][NEUTRAL] Wow, OK, well, let me ask you a question on the hospital identity.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Because, um, I'm being admitted in the hospital for surgery. So, what's the process for me with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me um go to that one. Hold on one second.
[AGENT][NEUTRAL] And I'm gonna pull up the big one. Hold on one moment.
[AGENT][NEUTRAL] I'm just pulling up the benefits, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so for the hospital indemnity policy, um, you have the hospital confinement benefit. So any for confinement, that's any time in the hospital after 18 consecutive hours, um, the policy would pay up to $50 a day that you're in the hospital.
[AGENT][NEUTRAL] Um, you have an intensive care rider. I hope you don't have to use it, but you do have that option that would pay daily if you are in intensive care, um, for any time during the stay. There is an annual, um,
[AGENT][NEUTRAL] First the occurrence hospital rider, so that first time that you're admitted into the hospital, the policy would pay up to $500.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and then you also have a surgical and anesthesia benefit. So, for the surgical, just for the surgery part.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I do have a surgical anesthesia.
[AGENT][NEUTRAL] Yes, so just for the surgery part, it would pay up to 1000.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] $1000 but then for anesthesia, um, it's 25%, so it depends on what the actual, you know, surgery cost is, but we'll, we'll know that after we get the paperwork.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So, um, what, so I would just have y'all will send me a paperwork to get filled out.
[AGENT][NEUTRAL] So, the, the best thing to do is when you go to the, you know, when they ask you for your insurance information, just go ahead and put um the hospital, you can provide them with the card or um just give them your hospital indemnity policy number and our phone number and have them give us a call to verify benefits, but and then at that point, they'll go ahead and file the claim since it will be in their system, so you don't have to do the work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what, give me a number that I can, uh, give me the number offhand so I can, I can call you guys and.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Um, for the hospital indemnity, right.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 800.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, called the same number I just called. OK. And uh what is my policy number? What's the hospital indemnity, so I won't have to look it up. I have it on hand.
[AGENT][NEUTRAL] Yes, ma'am. So that one is 250.
[AGENT][NEUTRAL] 7990.
[CUSTOMER][NEUTRAL] 250-79990
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that's all I have to give them once I, cause I, I go for um.
[CUSTOMER][POSITIVE] Registration on Monday, so that's helpful. I'll need that and instead of me trying to call, call, trying to get things done.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It will already be in the works. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] Yes, OK, so, um, my next thing is, so you don't have to email me any paperwork or anything, just give them that information they call you and they get everything straightened out.
[AGENT][NEUTRAL] Right, and we'll provide them with the claim's mailing address or fax number or um the payer ID if they want to send it electronically um.
[AGENT][NEUTRAL] You know, we'll give them all the claims information so that they know how to file the claim correctly.
[CUSTOMER][POSITIVE] Oh, OK, alright, thank you so much. You've been some help, Lord [PII]. It's the first I've got anywhere to go about this.
[AGENT][POSITIVE] Well, I'm so glad I could assist you.
[CUSTOMER][NEUTRAL] The first, I'm telling you, I've been at it for 2 weeks.
[AGENT][POSITIVE] Well, thank you. Tomorrow is my birthday, so that means a lot.
[CUSTOMER][NEGATIVE] I've been at this for 2 weeks and I have not got an answer.
[AGENT][POSITIVE] Well, thank you. I'm glad I can help you.
[CUSTOMER][POSITIVE] Oh, happy birthday.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome, thank you. I appreciate it.
[AGENT][POSITIVE] You're very welcome. And was there anything else? Alright, you too, and thanks for calling APL.
[CUSTOMER][POSITIVE] Alright, you have a good day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Bye bye.