AccountId: 011433970860
ContactId: fef11933-c931-461f-9702-ea6b56943b99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 523650 ms
Total Talk Time (AGENT): 232729 ms
Total Talk Time (CUSTOMER): 179914 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/fef11933-c931-461f-9702-ea6b56943b99_20250226T20:30_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[CUSTOMER][NEUTRAL] And um my doctor faxed over.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The form for short term disability to start.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I sent my employer my information for uh my Wells Fargo and all of that and I just um wanted to check up on the status of it to see that you've received everything and to find out when that would start.
[AGENT][NEUTRAL] Oh, OK, well, I can definitely check into your um disability claim for you. May I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, telephone number is [PII], and I don't know what my policy number is. Let me see if I wrote that down.
[AGENT][NEUTRAL] Oh, it's OK. Oh, no, it's OK. I can look the policy up with your social if you like.
[CUSTOMER][NEUTRAL] OK, that'll work.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, I'm ready whenever you are.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Um, my social is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to pop here. Hold on one moment.
[AGENT][NEUTRAL] This is for disability here it is.
[AGENT][NEUTRAL] OK, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Alright, so my date of birth is [PII]. My mailing address is [PII], and my email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment, let me take a look at the claim and see if there's an update.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 24.
[AGENT][NEUTRAL] So I'm showing that there were claims um documents received yesterday and they were sent to our document management team for the imaging to be um for it to be uploaded so claims can process. So we received it yesterday.
[AGENT][NEUTRAL] Afternoon.
[CUSTOMER][NEUTRAL] OK, and your imaging, I guess that would be my voided check that I sent.
[AGENT][NEUTRAL] Um, I can see if there's a way for me to see, so it came through email, so the email team just left a note here saying claims docs received sent to document management, document management, um, for imaging. So when they do that, that's when they upload whatever you sent in so that claims can process.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] Alright, well, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] All right, well, I just to check.
[CUSTOMER][NEUTRAL] Once it's processed, you know how long it takes to kick in?
[AGENT][NEUTRAL] Um, so funds are dispersed around the [PII] of each month. So since it's after, um, they're not gonna hold it. They're not gonna hold February for March. Um, I would, well, if it, you know, if everything is approved, they would just go ahead and release the funds once they process it if something, if they need something else, they'll let you know. Um, but I will go ahead and depending on, however, do you know how long the doctor put you out for?
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Till July.
[AGENT][NEUTRAL] So I will go ahead and get March um continuation form in there so that they can start processing March from [PII] because each month you're gonna have to send in a continuation portion, which is just your portion. You don't have the doctor or your employer anymore unless like if the doctor extends it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So every month I've got to send something in?
[AGENT][NEUTRAL] Yes, every month you'll need to send the continuation portion because you're going to be checking in with your doctor. So if anything changes and they take you off or they extend you, we need that continuation, so we process the next month.
[CUSTOMER][NEUTRAL] So which form is a continuation form?
[AGENT][NEUTRAL] It's the same short-term disability form. You're just um sending in, hold on, let me pull up the form. I believe it's just the insured's portion. Hold on one second.
[CUSTOMER][NEUTRAL] Because I didn't know I had to follow up every single month on that.
[CUSTOMER][NEUTRAL] So I need to send you something in for March?
[AGENT][NEUTRAL] I mean, you don't have to. I'm just saying I would so that we can go ahead and start processing that once we have it so it can be dispersed on the, you know, the [PII].
[CUSTOMER][NEGATIVE] OK, do you know what page out of the 4 pages it is?
[AGENT][NEUTRAL] Yes, um, give me just a moment, the forms coming up now.
[AGENT][NEUTRAL] Um, so on page one, it lists all the instructions. So for continuing the disability claim, you'll do sections A through E and then G through H. So let me see what pages that is, A through E. So that's page 2 of A.
[AGENT][NEUTRAL] So pages 2 and 3.
[CUSTOMER][NEUTRAL] Pages 2 and 3 I've got to send to you every single month and if I can't fax it, I can email it and the email is on the front page of that form, right? On page 1 of that form.
[AGENT][NEUTRAL] Um, there's no email address on the claim form. You can't really, we're not supposed to receive claims information through email, but we do have the care team email. If you send it, we'll go ahead and send it over to claims for you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK, so I can email it to the care team.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And that email address is on there?
[AGENT][NEUTRAL] It's not, um, but it's care team at
[CUSTOMER][NEUTRAL] OK, hold on, I'll need to write.
[AGENT][NEUTRAL] [PII] like
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on, alright, so.
[CUSTOMER][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] Care team.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] But I really encourage you if you're gonna
[CUSTOMER][NEUTRAL] Because this way and
[CUSTOMER][NEUTRAL] But this is the only way unless I take it to the cancer center every single week and have them.
[CUSTOMER][NEUTRAL] fax it over, then I'm giving it to the lady at the desk and trusting that she's gonna get it to, is it [PII] or [PII]? But anyway, get it to that person and then that person does. So, I mean, it's hard to fax it.
[AGENT][NEUTRAL] Yes, you don't have to, um, fact, you can mail it or you can upload it online on the online service center.
[CUSTOMER][NEUTRAL] OK, but I can email it to [PII].
[AGENT][NEUTRAL] Yes, ma'am, we encourage the online service center, but if you email it, we'll send it to claim.
[CUSTOMER][NEUTRAL] Or send through.
[CUSTOMER][NEUTRAL] Online.
[CUSTOMER][NEUTRAL] Service.
[CUSTOMER][NEUTRAL] Center, and that's on your website?
[AGENT][NEUTRAL] Yes, ma'am. So when you go to [PII], once that page populates, you'll see sign in to the top right and that's the, that'll take you straight to the portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], got it. OK. If I, if I need to be walked through it, then I'll just call back.
[AGENT][POSITIVE] Yeah, you can give us a call um if you if you want to do it now, we can, or if you want to give us a call later, we'll be more than happy to help you.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] OK, I appreciate it thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, you've been most helpful. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye bye.