AccountId: 011433970860
ContactId: faa32baa-00ad-4928-b84d-73606fa18878
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323339 ms
Total Talk Time (AGENT): 230923 ms
Total Talk Time (CUSTOMER): 77562 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/faa32baa-00ad-4928-b84d-73606fa18878_20250513T20:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII], it's [PII] in the, uh, care team. I have an insured on the line that wants to know if he's gonna get a disability payment for May, and I wasn't sure how to look for that information.
[AGENT][NEUTRAL] Sure, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Policy number is 02373131.
[AGENT][NEUTRAL] Usually will be acknowledged if it's ongoing by the.
[AGENT][NEUTRAL] Um, remark codes used on that last payment, is it for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And do you want me to take the call or are you wanting?
[AGENT][NEUTRAL] Just to see if you can.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Determine.
[CUSTOMER][NEUTRAL] So, so where, where would I find it at?
[CUSTOMER][NEUTRAL] Just for future reference, I don't see, I see that, let's see payment includes disability for this month, please contact our office.
[CUSTOMER][NEUTRAL] Where's that?
[CUSTOMER][NEUTRAL] Um, which one would I look at to see if it was gonna continue?
[AGENT][NEUTRAL] Well, that remark code, it looks like um the remark code on there, the PE 0111, says it's ongoing DI not exhausted benefits, um, payment includes your disability for this month, contact us if you're returned to work.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and it looks like those other ones just indicate we took taxes out and then he of course had elimination period, so let's try to determine when his disability started. It looks like uh uh February perhaps.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, he is asking if he will get a May payment.
[AGENT][NEUTRAL] Right. Uh, let me just see if there's any additional information.
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] And just for future reference if I can figure it out on my own I won't bother you all, so.
[AGENT][NEUTRAL] Yeah, so usually the disability payments are released on the [PII] providing we have all the information and the way I, um, review it, [PII], is I looked at those remark codes and just see if there's anything out there that we asked for. Sometimes they'll be additional remark codes that might say return this form, you know, and they'll send a form out that goes along with their EOB.
[AGENT][NEUTRAL] Um, but generally, um, like I said, if it just says it's ongoing payment, that would mean that, um, we, the return to work day is in the future, so we don't, we don't need any additional information, so that's kind of the driver that I look for is that remark code stating if there's anything outstanding.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At this point it doesn't look like there's anything outstanding and again the, the disability claims that are ongoing are approximately uh processed around on or around the [PII], um, depending on how it falls during the month that's helpful um so like for instance if it falls on a weekend date we would, we would um go ahead and release it that day before Friday or whatever, you know what I mean?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so would he be like would another payment be generated for the month of May? Would that be towards the end of May or would that be in June?
[AGENT][NEUTRAL] Again, it would be [PII] if he wasn't paid for May already. Yeah, let's let me look at that and see, yeah, he was paid through [PII] and then I'll just take a peek if you don't mind just for my own. I always look, I try to look at everything and what I'm gonna do now is just um make sure that that return to work that like I said I don't see that there's anything pending um.
[CUSTOMER][NEUTRAL] I said OK.
[CUSTOMER][NEUTRAL] Yes, it was.
[AGENT][NEUTRAL] You know, looking for information, but I always double check to make sure so I'm gonna pull up the mail right now and just look at his claim form and see because a lot of times like I said if that return to work dates in the future, so there's not anything else being requested other than yeah it looks like it's 5:19 it says return to work date so he'll be paid through his.
[AGENT][NEUTRAL] Through that return to work date unless it's been extended, which it doesn't appear that it has. I have 5-19 2025 on the claim form, so what will happen is he'll be paid for that partial month unless for some reason his disability is extended past that return to work date that we currently have.
[CUSTOMER][NEGATIVE] Return or work date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, and then he would be paid for that on [PII], around [PII], or would it be after [PII]?
[AGENT][NEUTRAL] No, it would be it would be around the [PII].
[AGENT][NEUTRAL] So, um, like I said, generally speaking they're released around the [PII], so at this point it looks like he's gonna be paid from [PII] to that 5:18 I would say because [PII] shows he's returning to work. So unless it's been extended or there's a change, he'll be paid for the partial month, the [PII] through the [PII], and it will be released around the [PII] of the month. It looks like he's already been told this information too.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK, perfect. All right.
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] Oh, OK, I didn't even look at the notes. OK, perfect. All right, I will let him know thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome [PII].
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Take care bye.