AccountId: 011433970860
ContactId: f992643a-d2b9-4407-b90c-cdeee295e299
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1388949 ms
Total Talk Time (AGENT): 678821 ms
Total Talk Time (CUSTOMER): 348033 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/f992643a-d2b9-4407-b90c-cdeee295e299_20250604T15:20_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I needed to file a short term disability claim because I have it on my insurance through Focus.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I've been paying into it so they said I needed to call this number to file it. I was like I thought they file it but she doesn't know how to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're needing to find out how you would go about filing a claim for short term disability for yourself, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir, I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII] spelled [PII], her last name.
[AGENT][POSITIVE] Thank you, and
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your policy number?
[CUSTOMER][NEUTRAL] Uh, I.
[CUSTOMER][NEUTRAL] I don't know where that is.
[AGENT][NEUTRAL] What is your full social security number and I can look your information up that way.
[CUSTOMER][NEUTRAL] Oh, it's uh [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] I always thought my work.
[AGENT][NEUTRAL] OK, so first,
[AGENT][NEUTRAL] Sir.
[CUSTOMER][NEUTRAL] Yeah, I thought my work is the one that files it because that's what I dealt with last time.
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] Yes, sir. So uh I will be able to provide you some additional information first. I'm going to have to verify several things with you for security and then also any information, Mr. [PII] that I provide for you will be a verification of benefits and not a guarantee of payment. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And also your home mailing address please.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you gave me, so that is the best number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and then lastly your email address please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Sorry, I got chihuahua puppies.
[AGENT][NEUTRAL] I hear them.
[CUSTOMER][NEGATIVE] Yeah, they're, I'm gonna have to go in the bathroom because they're barking up a storm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Those little ones like to bark anyway. They're, they're little barkers, so the people that I know that have them are anyway, I should say that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, they're little ankle bitter.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] All right, what else do you need?
[AGENT][NEUTRAL] OK, so Mr. [PII], um, so thank you for verifying all of your information. Now, have you, have you ever set up your profile in our portal called the online service center where you can have access to your information online? I see this policy is just.
[CUSTOMER][NEGATIVE] I tried that. It, it wasn't working. It wasn't giving me any like member ID numbers or anything.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so you would not use a member ID. So what I'm gonna do is I will email you, um, well actually no, so you would go to that profile to that page to the online service center.
[AGENT][NEUTRAL] And you would start out, you know, by selecting to create, I'm sorry we just made some changes to it, so as far as how it's worded, so give me just a second, so it says create your OSC account.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] Is it a benefits account benefits card account is that that's what it's called?
[AGENT][NEUTRAL] No, it is not. This is separate. No, this is, this is, that would be your portal with benefits and a card, which is the company that you enrolled for your insurance coverages through, but our portal for your policies with APL.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] are
[AGENT][NEUTRAL] At a different portal, so the website that you would go to that to access that is the.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hold on what
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I I get a pen real quick to write this down.
[AGENT][NEUTRAL] OK, sure, just let me know when you're ready.
[CUSTOMER][NEUTRAL] Shoot.
[CUSTOMER][NEGATIVE] Everything's a mess.
[CUSTOMER][POSITIVE] Yeah, I got a cat that likes to knock things over too.
[AGENT][NEUTRAL] Sounds like you have a house full.
[CUSTOMER][POSITIVE] Yeah, I got total.
[CUSTOMER][NEUTRAL] The Chihuahuas plus they got two bigger dogs too.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Yeah, so.
[CUSTOMER][NEGATIVE] Crazy nightmare.
[CUSTOMER][NEUTRAL] Where's the pen?
[CUSTOMER][NEUTRAL] Where's the pen, Mother? I'm trying to find one.
[CUSTOMER][NEUTRAL] Sorry, miss.
[CUSTOMER][NEUTRAL] I'm not finding one in there, mother.
[CUSTOMER][NEUTRAL] Yeah, I was always thought my work was supposed to file all this information.
[CUSTOMER][NEUTRAL] But they told me they didn't know how.
[CUSTOMER][NEUTRAL] She said she had to call corporate. I'm like, you should be able to know how to do this. You work in human resources.
[CUSTOMER][NEUTRAL] Alright, what's the website?
[AGENT][NEUTRAL] OK, so to set up your portal with APL you're gonna go to [PII].
[AGENT][NEUTRAL] Dot
[CUSTOMER][NEGATIVE] [PII] on one sec, time's not working.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Secure
[AGENT][NEUTRAL] With it and it does have a D on it.
[CUSTOMER][POSITIVE] OK, [PII].
[AGENT][POSITIVE] Secured.
[AGENT][POSITIVE] AMub.
[AGENT][NEUTRAL] Dot com.
[CUSTOMER][NEUTRAL] [PII] said [PII].
[AGENT][NEUTRAL] Yes, sir, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when that page pulls up you will see where it says create your OSC account so you would just click there.
[AGENT][NEUTRAL] And on the next screen, it's gonna ask you which role best describes you, and you would select insured.
[CUSTOMER][NEUTRAL] Insured
[AGENT][NEUTRAL] Uh-huh, and click next.
[AGENT][NEUTRAL] And on the next screen, you're gonna see, I mean, they've got 3 boxes that you're gonna fill in the requested information, 3 of them have a red asterisk by them.
[AGENT][NEUTRAL] And that's your last name, your email, and your date of birth. So you would fill that in.
[AGENT][NEUTRAL] And click next.
[CUSTOMER][NEUTRAL] So you click.
[CUSTOMER][NEUTRAL] Create insured and then go to.
[AGENT][NEUTRAL] Just, you're gonna click the yeah, well, the next screen, you'll click next, you'll see on the screen it has the word next and you just select that to go to the next screen.
[CUSTOMER][NEUTRAL] What's the next one?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there's gonna be um 5 different boxes on that next screen, but it's self-explanatory it just ask you to fill in the, the information and on there 3 of those boxes have the little red axisk next to them.
[AGENT][NEUTRAL] And I believe that you're only going to be required to fill in those 3 boxes with the asterisk.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But again, we have just recently made some updates. So if you get sometimes it's an error there, you may need to enter, you know, your social and your zip code. But once you've complete that screen, you'll go to the next and you're just gonna follow the prompts as to what you will do because it's gonna send you a verification code. Actually, we'll send you two different codes. But once you get.
[CUSTOMER][NEUTRAL] like my email or something.
[AGENT][NEUTRAL] Yes, uh-huh, that you'll have to enter in and then you'll have to enter a code again when you actually go to log in, but the screens give you the prompts and tell you what to do the next step.
[AGENT][NEUTRAL] And once you get signed into your portal, Mr. [PII], you're gonna have access to all of your policies that you have with us and the policy numbers and the ones that have ID cards, you'll have access to that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can actually upload your claims information into the portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For review now I will be happy, you can get your claim form also from our public website at [PII].
[AGENT][NEUTRAL] But if you would like, I, uh-huh, I can also email you.
[CUSTOMER][NEUTRAL] Wait one second.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] W
[CUSTOMER][NEUTRAL] Dot
[AGENT][NEUTRAL] Dot
[AGENT][NEUTRAL] A M
[AGENT][NEUTRAL] Public
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's all lower case, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Some things have its upper case and some places have it lower case.
[AGENT][POSITIVE] Yeah, and then you just do all, yeah, all lowercase on this one will be fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you'll give me just a second, I can, I'll just go ahead and you can again from that main website you would see a link that says claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you would just click there and scroll down and it lists the different forms so obviously you would be looking for the disability claim form but I'm gonna go ahead and just email you one.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So, just a moment.
[CUSTOMER][NEUTRAL] Yeah, I'm supposed to see that they're supposed to call me back about seeing the doctor because I was trying to get, go see the urgent care doctor and they said, no, I have to see the surgeon.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So there is a section. OK.
[CUSTOMER][NEUTRAL] Because I'm starting to get some of my movement back in my shoulder. That's why I was like thinking maybe I don't need surgery.
[CUSTOMER][NEUTRAL] But last time I thought that, the doctor said no.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] I hate to hear that for you.
[AGENT][NEUTRAL] Nobody likes to have surgery.
[CUSTOMER][NEUTRAL] No, I had, in my right shoulder, I had 6 anchors put in my shoulder, and I was just working out, I was working out at the gym and I just heard a pop on my shoulder and then I couldn't move my arm.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Happened again.
[AGENT][POSITIVE] Oh goodness, wow.
[CUSTOMER][NEUTRAL] This time it's on my left arm.
[AGENT][POSITIVE] Goodness. Well, I hope everything goes well for you.
[CUSTOMER][NEGATIVE] Yeah, I'm just because I'm we're like struggling right now because I'm not working and I'm I'm like I need to get this filed because I was waiting like two weeks thinking that my work was gonna file it and I never did.
[AGENT][NEUTRAL] Well, I, mhm.
[CUSTOMER][NEUTRAL] And I asked her, I'm like
[AGENT][NEUTRAL] So there is a section, yeah, there is a sec there's 3 sections on our claim form, Mr. [PII]. There is one and the instructions for completing the claim form are on the first page of the claim form, but there is a section that you will have to complete, your employer has to complete, and also your physician that has you off of work has to complete.
[CUSTOMER][NEGATIVE] As her why can't she file it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I need to print all that out.
[AGENT][NEUTRAL] Yes sir, and I did email that to you to claim the excuse me, the email that I sent will come from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did put APL disability claim form in your subject line so that that's easy to recognize. I don't think that that will go to your junk or spam folder, but in the event you have not seen that email within a few minutes, I would definitely check one of your, either your junk or spam folder or both to verify that it didn't go there because it has been sent. So just once you have all of that together.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You and you if you've set up your profile you can actually upload all the information directly into the portal. If for any reason you do not have that ability you can either fax it to the fax number on the bottom of page one of the claim form or mail it to that PO box.
[AGENT][NEUTRAL] For review we just cannot accept claims information via email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right then I'll have to print off and fax it to you then.
[CUSTOMER][NEUTRAL] Right, is that everything that I need?
[AGENT][NEUTRAL] That's everything you need and again once you create your profile that you will be able to um you'll have access to your policy information on each of the policies that you have with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and um, is it gonna be like 100% of my benefits or is it gonna be like 60% because I know I wasn't the last time it was like 60% of my benefits when I was.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so yes, on this, and again, any information that I provide for you regarding your benefits would be a verification of benefits and not a guarantee of payment. So on your policy, your benefit amount says the benefit amount is $650.
[CUSTOMER][NEGATIVE] Got hurt last time.
[AGENT][NEUTRAL] And it states not to exceed 60% of your monthly compensation.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And you do have an elimination period for sickness or injury of 7 days.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's been over 3 weeks since I've been injured.
[AGENT][NEUTRAL] Yes. And, and again, I was just letting you know that on this policy, there is that seven-day elimination period.
[CUSTOMER][NEGATIVE] Yeah, because I was waiting trying to figure out my work was gonna file this stuff because no one said nothing and they're like anyone contact you? No, no one has sent me anything no one emailed me, no, no letter, no call, nothing.
[AGENT][NEUTRAL] Yeah, so that's.
[CUSTOMER][NEUTRAL] And she's, that's weird.
[AGENT][NEUTRAL] Hm, so yes, sir, because you have to initiate it. I mean, the employers do not typically do that in my experience. I've not seen that.
[AGENT][NEUTRAL] And there are, since there, there are those separate sections that each.
[AGENT][NEUTRAL] Entity has to complete.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Before we can complete a review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that I might be.
[CUSTOMER][NEGATIVE] Not have any benefits because it's been over 7 days.
[AGENT][NEUTRAL] Well, no, you, what I'm saying is you have a 7-day period, a minimum on this policy where you would have to be off of 7 work 7 days before your benefits would start.
[CUSTOMER][NEUTRAL] Just the claim.
[CUSTOMER][NEUTRAL] Oh, I've been, I've been.
[CUSTOMER][NEUTRAL] OK, oh, now I understand, yeah, OK.
[AGENT][NEUTRAL] Mhm, yes, sir. And then we, you know, we'll just have to receive all of your information and send that for reviews to determine benefits.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what about my, uh, if I had to have surgery, who would?
[CUSTOMER][NEUTRAL] How would that be covered?
[AGENT][NEUTRAL] Under
[CUSTOMER][NEUTRAL] Because I know I have health insurance.
[AGENT][NEUTRAL] OK, so let me finish what I need to do on your disability policy and then I can look at your other policy.
[AGENT][NEUTRAL] So just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK. Now, with APL Mr. [PII], I do not currently show that you have any type of medical policy with us.
[AGENT][NEUTRAL] You have a group accident, a critical illness, and a dental.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Huh, I thought I had, uh, health insurance.
[AGENT][NEUTRAL] Now, if you have.
[CUSTOMER][NEUTRAL] Uh but that's why I've been.
[AGENT][POSITIVE] Mhm I'm so sorry I did not mean to interrupt you.
[CUSTOMER][NEGATIVE] Yeah, I thought that's what I've been paying into because I've been paying over like 400 a month for insurance.
[AGENT][NEUTRAL] Now I can't see any of that so if you there's something that you think that you enrolled for through benefits and a card that is who you would need to speak to um regarding any other coverage that you might have. Do you have their phone number? If not, I'd be happy to give it to you. I could also connect you with them once we're finished.
[CUSTOMER][NEUTRAL] Yeah, sure, if you connect me with them.
[AGENT][NEUTRAL] Absolutely, would you like to write their number down just in case we were to get disconnected because benefits on a card is who you would speak to regarding, you know, enrollments changes, cancellations or any questions related to premium.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, uh, just give me their number.
[AGENT][NEUTRAL] Absolutely. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 49.
[AGENT][NEUTRAL] Uh-huh. 4856.
[CUSTOMER][NEUTRAL] 48
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, sir. And I'll be happy to connect you if you would like, or do you want to call them directly? It's entirely up to you.
[CUSTOMER][NEUTRAL] OK, I can
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] If if you can connect me with them.
[AGENT][NEUTRAL] Sure. Well, can I help you with anything else, Mr. [PII] before I do that?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well then thank you so much for calling APL and I hope you have a very nice day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Uh-huh, thank you very much. Bye-bye. One moment.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits and a card. My name is [PII]. How can I assist you?
[AGENT][NEUTRAL] Oh, I am so sorry, your voice cut out when you went to give your name. What did you say your name was?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, [PII], sorry.
[AGENT][NEUTRAL] Oh, [PII]. Hi [PII]. This is [PII], yeah, [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes.
[AGENT][NEUTRAL] OK, this is, hi [PII]. This is [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] Good, yeah.
[AGENT][NEUTRAL] Good. I have an insured on the line. He's got some questions. He thought he was enrolled for some type of medical coverage.
[AGENT][NEUTRAL] But we don't have a medical policy for him here at APO. His name is [PII].
[AGENT][NEUTRAL] And the last four of his social is [PII].
[AGENT][NEUTRAL] We show him under focus workforce management.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, yeah, I see his account if you want you can send him over because right now he's not.
[AGENT][NEUTRAL] OK, sorry.
[AGENT][NEUTRAL] Yes same.
[AGENT][POSITIVE] Perfect. OK, [PII].
[AGENT][NEUTRAL] No, I'm sorry. Go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, you can send him over if you want. I can just explain it to the number.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] All right, perfect. Well, thank you so much and I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Alright, here he comes. bye bye.