AccountId: 011433970860
ContactId: f824c83a-68b6-48d8-9e5e-91f93df4da10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 515840 ms
Total Talk Time (AGENT): 182474 ms
Total Talk Time (CUSTOMER): 223934 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/f824c83a-68b6-48d8-9e5e-91f93df4da10_20250529T21:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Sorry, hi. This is Ms. [PII] for [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, Ms.
[CUSTOMER][NEUTRAL] I have, OK, I have UTBA disability claim form, but I'm a little, I have a question I need to ask.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with the claim form, Ms. [PII]. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, OK, just one minute, let me do that.
[CUSTOMER][NEUTRAL] The policy number is 02.
[CUSTOMER][NEUTRAL] 49.
[CUSTOMER][NEUTRAL] 5024
[AGENT][NEUTRAL] OK, let me pull that policy up real quick for us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you just have a question about the claim form, is that correct?
[CUSTOMER][NEUTRAL] Yes, on the salary information part.
[AGENT][NEUTRAL] OK, let me see if I can pull in the claim form and look at it with you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can you please verify your address, phone number and email address that we have on the policy, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the address is [PII].
[CUSTOMER][NEUTRAL] And what was the other one?
[AGENT][NEUTRAL] The email address.
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Miss [PII], thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And I'm gonna go to that claim form and you said it was um for the salary information is what you were asking about?
[CUSTOMER][NEUTRAL] Yes, I'm on page 8 of 8.
[AGENT][NEUTRAL] OK, let me go to page 8 so I can look at what you're looking at.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's asking um the salary continuation. It's asking if the salary is going to be continued while he is on disability.
[AGENT][NEUTRAL] And if it is, what is the amount, how often the begin date and the end date? If he's not, you put an amount 0 there.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] And put the end date and the company name.
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] I put, well, I've already put all the zeros because there's none of them, but I'm talking about the right before that is asking for the 1099 amount reported then it's got at least the insured annual salary amount.
[CUSTOMER][NEUTRAL] The one I'm asking about is the list of insured salary over the 12 month period. That's the one I'm talking about in that box.
[AGENT][NEUTRAL] Yes, that would be.
[AGENT][NEUTRAL] The amount of income that came in for one whole year's amount of income.
[CUSTOMER][NEUTRAL] OK, for the whole year.
[CUSTOMER][NEUTRAL] So that would be 24, right?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] If we're filling it out now.
[CUSTOMER][NEUTRAL] See the
[AGENT][NEUTRAL] Right, so
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] His, his annual salary amount that he made for the year of.
[AGENT][NEUTRAL] OK, so the month that you're going to be filing disability, what is that? What month did he first have to miss work?
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] Uh, his last day of work was the, the [PII].
[AGENT][NEUTRAL] OK. So, I,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Exactly
[AGENT][NEUTRAL] I would just put the annual salary that he makes annually in that space.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, OK, so let me ask you this, so for the 1099, the annual salary, and the 12 months, well all of those be the same numbers.
[CUSTOMER][NEUTRAL] That's what I probably need to know actually.
[CUSTOMER][NEUTRAL] Because he made uh 75 uh 625.08 um for the [PII].
[CUSTOMER][NEUTRAL] For the calendar year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess that's last year, right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And that's the amount that was reported on the 1099?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. And then if that's his annual salary, yes, ma'am. It would be the same.
[CUSTOMER][NEUTRAL] OK, that's what I wanted to make sure because I was trying to figure that out because I was like wait a minute now I'm a little confused right there.
[CUSTOMER][NEUTRAL] But you see all that.
[AGENT][NEUTRAL] Yeah, that's, it gives you another option there because some people don't uh report their all their salary to the 1099 and they may have like uh less than that amount or more than that amount sometimes so it gives you the option, you know, if you don't report every penny that he makes, then you can just put the annual salary amount that he actually made.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and I wanna make sure I got everything before I hang up rightly date you return I expect to return. So the date return to work, um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] We're not sure what that date is gonna be.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Has the doctor given him a date that he can return to work?
[CUSTOMER][NEUTRAL] Um, yes, she has, um.
[CUSTOMER][NEUTRAL] On this on his uh thing form.
[CUSTOMER][NEUTRAL] Uh, he has [PII], but I know he's not gonna be able to go back on the [PII], so, um, because she said if he's not feeling bad about it she'll, you know, give him some more time. So I guess we have to wait and see what the excuse, what other excuse she's gonna give him or something before I put.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, and get, yes, what the physician says.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, alright, so, uh.
[CUSTOMER][NEUTRAL] No, I think.
[CUSTOMER][MIXED] I have everything now. I just got to get the dog that I feel hurt for it all.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, and then once she does that, I will.
[CUSTOMER][NEUTRAL] Faxed everything back to you all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I think that, that's
[CUSTOMER][POSITIVE] OK, well I thank you so much for helping me.
[AGENT][NEUTRAL] You're very welcome, Ms. [PII]. Is that everything that we can go over today before we get off the phone?
[CUSTOMER][NEUTRAL] Yeah, I think so. I think that's it.
[AGENT][POSITIVE] OK. Well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK thank you you too.
[AGENT][POSITIVE] You're welcome, ma'am. Bye bye.
[CUSTOMER][NEUTRAL] Alright.