AccountId: 011433970860
ContactId: fecfd030-c04b-42f1-a8ad-23529ab12792
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500239 ms
Total Talk Time (AGENT): 260012 ms
Total Talk Time (CUSTOMER): 212402 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/fecfd030-c04b-42f1-a8ad-23529ab12792_20250123T19:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I was just needing to see if uh I got uh.
[CUSTOMER][NEUTRAL] It showed that uh I've got some money coming. I was just wondering if my check has been mailed yet.
[AGENT][POSITIVE] Certainly I'd be happy to check on that for you. Can I have your first name?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] And [PII], what is your uh call back number in case we get disconnected and I can call you back please.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] If you don't get me, just leave a message if if something should happen.
[AGENT][NEUTRAL] OK, thank you and do you have your policy number handy?
[CUSTOMER][NEUTRAL] Mhm, it is 244-383-1.
[AGENT][POSITIVE] Thank you, [PII], just one moment please.
[AGENT][NEUTRAL] And can I have you verify some information for me please? Can you verify your date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is um your mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then the last piece of verification, your email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for verifying that information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This is my first ever claim, so I don't know how long it takes or what to expect or.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Any of that?
[AGENT][NEUTRAL] OK, so it does look like there was a claim finalized.
[AGENT][NEUTRAL] And this is under your disability, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I showed that there was a check that was mailed to you on [PII].
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] And it looks, it looks like that check, did you want the amount of the check?
[CUSTOMER][NEUTRAL] No, I already got I I know what $340 something dollars.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Yeah, uh huh, because it looks like it was for partial, like the 14 days, uh, it looks like it was paid for 14 days, so, uh, let's see, because you, I'm sorry, you had, you got paid for 7 days because there was that elimination period of the 14 days.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What do you mean?
[AGENT][NEUTRAL] Um, so usually, um, when you are on, uh, your disability, you have that elimination period, you have to satisfy that elimination period which on your policy it looks like it's 14 days. So then once that 14 days passes then you're, uh, you are, um, you, you've uh.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] I just don't understand what what an elimination period is.
[AGENT][NEUTRAL] OK, so the time from when your accident occurs and then when your benefits start, you do have that 14 days, so it's like 2 weeks that you have to, um, yeah, you have to satisfy those 2 weeks elimination and then that's when your benefit will start. So in your situation.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I didn't know that.
[CUSTOMER][NEGATIVE] So basically, you don't get paid for the 1st 2 weeks, that's on you.
[AGENT][NEUTRAL] Unfortunately, yes, the way the policy works, that's correct, so then um.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Now, are you back to work?
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK, OK, because it just shows that they that that's why that amount um was paid for the 7 days that um once that 14 days was satisfied we paid you from the [PII] to the [PII], OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh yeah, it's done and over. Now I got another question. Um,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I may be having some surgery in the future where I will be off at least 2 months.
[CUSTOMER][NEGATIVE] So, how does that work? Like when you, like, OK, if you have like surgery scheduled, right? And you know you're gonna be off for like 2 months. How, how does that work and how, what are my monthly benefits? I know before when I was making less, she told me my monthly benefits would be $1800 a month is what I'd get.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I make more money now, OK, so, um, I just, how does that work and what is my monthly benefit thing?
[AGENT][NEUTRAL] OK, so what will happen is again if it's um if you're off work, so you'll have to again satisfy that 14 day elimination period if it's a new claim, um, and it sounds like you said it's it's in the future correct?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Alright, so, um, let me pull up your policy here and I can go over that benefit.
[CUSTOMER][NEUTRAL] It'd be like April or something, so I know that I think they went by my my income as to what I would make, but now my income has increased, so I don't, yeah, I was just trying to get a feel of how it'll work.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now, um,
[AGENT][NEUTRAL] I show I pulled up your policy just to let you know there's a verification of your coverage, not a guarantee of payment. So again, you, I do see the 14 day elimination period so that 1st 2 weeks will not count. You'll have to satisfy that elimination period and I do show that it is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, $1800.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it doesn't and it's like 60% of your uh monthly compensation basically.
[CUSTOMER][NEUTRAL] Does that
[CUSTOMER][NEUTRAL] Pay.
[CUSTOMER][NEUTRAL] So now that it's went up, when this time happens, I will need to let them know that my income has increased so that
[CUSTOMER][NEUTRAL] That 60% would increase, correct?
[AGENT][NEUTRAL] Yeah, because I showed this effective date for this was [PII], so it's been increased since that time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, back when I very first signed up.
[CUSTOMER][NEUTRAL] When I very first signed up, the girl I was talking to that signed me up.
[CUSTOMER][NEUTRAL] You know, we went through my income and all that good stuff, and she told me, OK, this would be your monthly benefit.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, I was assuming that since it's increased and it's increased quite a bit from
[CUSTOMER][NEUTRAL] From that time because I was
[CUSTOMER][NEUTRAL] Kind of working part time and kinda not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but now it's totally full time like anyway, so it's, it's increased, so would that amount increase considering.
[CUSTOMER][NEUTRAL] You know, you know that 60% of my income would be more than, than that.
[AGENT][NEUTRAL] Yeah, um, that, um, you might wanna check with her, the person that you signed up with and just let them know that you know you did, um, contact us and we're still showing that $1800 as the disability benefit, um, maybe check with them and see if they need to update your income on and, and see if that will change your benefit. So I understand what you're saying. I'm just not sure I can, um, because.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's just I haven't never, I haven't used it until now. I haven't, you know, any of that good stuff, so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, so I would think though if if it is based on your income that that would increase, but that might be like I said a question for the admin you know the administrator of your um that takes care of your benefits, you definitely wanna contact them and just make sure um that they don't need to send us additional uh information so that um your policy would update.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm just, just, you know, like what happened to me just now was kind of like an emergency type thing. The thing coming up would not be, it would be a planned thing, so I would have time to kinda get that together, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, yes. And it's both for injury and sickness, so um it does sound like if the surgery is, that would be considered as long as you didn't injure yourself or anything, then that would be a sickness. Right. So it would just be considered a sickness diagnosis, and again, you would, um, you would be eligible after that 14 days passes.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] All right, well, I appreciate your help.
[AGENT][NEUTRAL] You're welcome, Miss [PII]. Do you have any other questions I can answer at this time?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright great alright thank you so much for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.