AccountId: 011433970860
ContactId: f3911e17-5de1-48ab-abbf-3f6c2983f38c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 516058 ms
Total Talk Time (AGENT): 263952 ms
Total Talk Time (CUSTOMER): 165601 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/f3911e17-5de1-48ab-abbf-3f6c2983f38c_20250417T22:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm online right now on my um laptop computer and I'm trying to create an account for a new user.
[AGENT][NEUTRAL] Yes, sir. OK.
[CUSTOMER][NEGATIVE] And um it won't, it won't let me proceed it says there seems to be a problem.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK, I can help you with the online service center, sir. Can I please get your name and your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Sure, first name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, [PII].
[AGENT][NEUTRAL] And then what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Appreciate that. And then can you also give me your policy number?
[CUSTOMER][NEUTRAL] I have a policy number of 024.
[CUSTOMER][NEUTRAL] 19152.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, you should have [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Email [PII].
[AGENT][NEUTRAL] OK, and then the phone number that you gave me to call you back on if we're disconnected, is that a good cell phone number for you, [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you very much. I appreciate you verifying your policy information for me. And let's look at things real quick. OK, so I'm showing that um
[AGENT][NEGATIVE] This policy number that you gave me is no longer active. Um, the policy terminated it on
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then we've got another one that was issued that terminated on [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And when you use the online service center the policy has to be active in order to pull the information into the portal.
[AGENT][NEUTRAL] So if it's not active, you won't be able.
[CUSTOMER][NEGATIVE] So we're gonna have a problem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, here's the deal, um.
[CUSTOMER][NEUTRAL] My injury occurred [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] But I put off seeking getting any treatment.
[CUSTOMER][NEUTRAL] Until April
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I, I called earlier and spoke to one of your, your intake specialists.
[AGENT][NEUTRAL] So you
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um, because I, I wasn't sure who, who I needed to call.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um, but I was, I was directed to APL and according to my injury date.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] I did have a policy then.
[AGENT][NEUTRAL] OK, yes, the policy number that you gave me, the effective date is from [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So it does fall in that range.
[CUSTOMER][NEUTRAL] And my injury was January, right? So now what do I do?
[AGENT][NEUTRAL] So, um, you just won't be able to use the online service center. You'll have to send your claim in, um, either by fax or you'll have to mail it in.
[AGENT][NEUTRAL] And I can give you the um fax number and the mailing address for you.
[CUSTOMER][NEUTRAL] I hear what you're saying.
[CUSTOMER][NEUTRAL] I hear what you're saying.
[CUSTOMER][NEUTRAL] OK, so I cannot create an account because your system doesn't recognize me as a current.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Policy holder.
[AGENT][NEUTRAL] Right, the policy has lapsed. So when that happens, you you don't have the option to use the online service center, but you can still send claims. You just have to do it by fax or by mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, yep, I, I, I spoke to someone and she, uh, um, the person I spoke to is, is emailing me all the claim information that I need so I'll just, I'll, I'll do it that way.
[AGENT][POSITIVE] Good, good.
[AGENT][NEUTRAL] OK, alright, alright, did, did you want me to um give you the fax number and the um mailing address for claims and then our website too just in case you need to get any other information like another claim form or anything like that?
[CUSTOMER][POSITIVE] Yeah, yeah, we're good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I would actually appreciate that.
[AGENT][POSITIVE] Yes, sir. I can take care of you like that. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your, your fax, the fax number is [PII].
[CUSTOMER][NEUTRAL] Fax number.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] Correct. And then the APL claims mailing address.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] So I have claims.
[CUSTOMER][NEUTRAL] Claims address.
[AGENT][NEUTRAL] Yes, APL claims.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I've got [PII] excuse me, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that's correct. Now let me give you the website just in case you need to go back in and get another claim form um sometimes you need more than one if you mess one up or whatever, um, that is going to be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At the top right hand corner when you first get on that website you'll see a section that says claims and forms and you would just click on that and it'll pull you up to where all the claim forms are and you choose the short term disability claim form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] It's also a good resource because that first page on the claim form, when you download it tells you everything that you need to send in with your claim form so you don't miss anything.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK awesome.
[AGENT][NEUTRAL] OK. All right. Well, [PII], is there anything else that I can help you with?
[CUSTOMER][POSITIVE] We're good.
[CUSTOMER][POSITIVE] No, actually you've been a big help.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Awesome. I'm glad I was able.
[CUSTOMER][POSITIVE] Yeah I appreciate it I appreciate your time.
[AGENT][POSITIVE] Yes, sir. I'm so happy I was able to help you. Uh, I hope you have a wonderful Easter, sir, and we appreciate you calling APL.
[CUSTOMER][POSITIVE] Likewise, you take care thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.