AccountId: 011433970860
ContactId: 1e5d0569-3626-4fc1-8f27-c856d9adfbb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 580080 ms
Total Talk Time (AGENT): 241411 ms
Total Talk Time (CUSTOMER): 363574 ms
Interruptions: 6
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/1e5d0569-3626-4fc1-8f27-c856d9adfbb1_20250407T13:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. uh, I think the procedure is you gotta identify me, so I'll let you ask me your series of questions so you know that I'm [PII].
[AGENT][NEUTRAL] Yes, sir. That is correct. We do have certain things that we must verify for security, Mr. [PII]. So first off, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] OK, I have three policies and that's really the source of what I'm calling you about. Um, policy number one is 2,452,060.
[AGENT][NEUTRAL] OK, thank you. So just one moment please, Mr. [PII]. How can I help you today while your information is loading?
[CUSTOMER][NEUTRAL] OK, the only question I have, [PII], is I'm filling out a disability form and I'm at the point where it's asking me for my Social Security number and my policy number. I am gonna have a couple of people fill this thing out. I don't want them to see, well, I don't want my Social Security number to be out there, so I wanna make sure because I have 3 policies. I wanna make sure that I'm using the right policy number for the disability form. The one I just gave you should have been my disability.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, number for my.
[CUSTOMER][NEUTRAL] For my disability claim.
[AGENT][NEUTRAL] OK. All right. So you're wanting to verify, OK, so you're wanting to verify if the policy number, one of the things you're wanting to do is to verify what your disability policy number is. OK. So, yes, sir, I can help you with that. All right. So any information that I do provide for you today, Mr. [PII], would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] I think, I think.
[CUSTOMER][NEUTRAL] That's, that's, yeah, yeah.
[CUSTOMER][POSITIVE] Correct, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, thank you. And lastly, your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you very much, Mr. [PII], for verifying your information. Now, the policy number first off that you did give me is your disability policy, so that is correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, good, good.
[AGENT][NEUTRAL] All right, now on your disability form that you, that you have, does it say UTBA disability claim form at the top?
[CUSTOMER][NEUTRAL] Yeah, that
[CUSTOMER][NEUTRAL] Yeah, it does. It says, uh, as a matter of fact, uh, [PII], just to let you know so that we won't overdo this. I actually called this morning. I spoke to [PII], another representative, and, uh, I asked them to send me a form, but then I found this form in my file cabinet, so she said, well.
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I, she said we did send you one, but it's coming from [PII]. I said, well, what does that mean? Because they sent it back in March. I'm like, well, this is, we're into April right now, so I wanna get this ball rolling because what this is really all about, not to get too long winded. I've got a surgery coming up in June and um instead of waiting until the last minute to get all this paperwork together, I'd rather do it now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do it correctly so that I can focus on other things than trying to at the last minute. Oh my God, I gotta get to uh my, my, my insurance company and oh my God, oh my God. So I spoke to [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She said, well yeah, you got the right form you got the right form, fill it out, then you'll drop it off probably at your doctor's office. She said, I'm gonna let you know right now it's probably gonna take a couple of days for them to fill it out, but when they do, you can pick it up at the doctor's office, then you'll go to your employer and then there's a section on the on the tail end of this thing that the employer will fill out and then it's all gonna get faxed to you guys.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] That's my understanding.
[AGENT][NEUTRAL] So, yes, um, now.
[AGENT][NEUTRAL] If you wanted to submit just your portion, you could do that. Um, you know, each one of them can send us that, that's entirely up to you as to how we receive it. Now, did [PII] just
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yeah, I thought about, and I'm sorry to cut you off. I thought about doing it that way, but the way I'm going, the way I'm gonna do it since I got some time, I'm gonna drop it off at the doct[PII]'s office. That'll be step one. I'll let them take their time. I'm gonna make sure they understand, which I really got a very good incentive for them to hurry up and fill it out. You can't do the surgery on me until this is done because I gotta get paid too. This is my way of
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Continuing with money coming in because I'm gonna be off work so um you need to fill it out and when you fill that out you can notify me I'll come up there and pick it up then I'll walk it over to my employer and then they can put in the necessary information uh I I will emphasize.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] To the doctor's office, um, based on my experience, OK, the expected time that this is gonna happen and how long I'm gonna be off work, uh, I will emphasize to my employer, which is basically my employer is gonna follow the doctor's lead. So that's really self explanatory because.
[CUSTOMER][NEUTRAL] Uh, I talked to my employer already. She said, well, the first thing you need to do is you need to take it to your doctor's office because whatever your doctor says on the paperwork, we're gonna follow his lead. We don't know when you're gonna come back because, go ahead, I'm sorry, go ahead.
[AGENT][NEUTRAL] Right, and if
[AGENT][NEUTRAL] Right. They will, they will determine, yes, your physician will be the one to determine that. Now, I, you, since you do have the form that's labeled UTBA as far as the employer section, that will be one of the UTBA representatives, um, that will assist you and it gives their names on that claim form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And their phone number, you know, so they would be the ones to help you, not directly YRC freight.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well, I actually work for ABS so.
[AGENT][NEUTRAL] Oh, OK. So we're showing, OK, so we're something else, but OK. So as long as you understand that Universal Trucking Benefits Association will fill out that section of the form. Um, now, did [PII] discuss with you, Mr. [PII], or anyone else you may have spoken to when you called in about setting up your profile in our portal?
[CUSTOMER][NEUTRAL] ABF, yeah, I work.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that you can have access to all of your information related to your policies and you can also submit claims that way too.
[CUSTOMER][NEUTRAL] You know, you know what.
[CUSTOMER][NEUTRAL] She did, she did express that to me, so let me let you know the secret. I'm not tech savvy, not at all. Uh, I, I, I'm just, I, I'm just not. So, so when she said it, I said, you know what, maybe I'll do it when my mind can get focused, but right now my mind is racing because.
[AGENT][POSITIVE] That's OK, alright, no worries.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEGATIVE] Cause I, I just wanna, you know, as you already have covered this with me, I wanna get this thing set so I don't have to worry about it no more. Cause it's bad enough that I've never had surgery before. It's even worse worrying about, worrying about, hey, listen, I don't have anything set up to cover me when this thing gets started. I don't want you putting me under and, you know, bills are gonna keep on coming in.
[AGENT][POSITIVE] Oh goodness. Sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Sure. Yes, I, that's for sure.
[CUSTOMER][NEUTRAL] So, that's the, that's the purpose of having, that's the purpose of having insurance. So that's why I say I need to get this started. So yeah, uh I just want to get that number. My next move is I filled out my portion on the first page. I'm gonna let the doctor uh fill out his portion, and I'm gonna go over it because really,
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] His portion is the most crucial of the whole documentation because my employer is just gonna follow his leash. She already told me. I'm gonna put in whatever you ask me to put in, but I'm gonna look at how long you're gonna be off based on what he says.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You know, so that's how we're gonna do it so I said OK, well I mean I just wanna make sure we're all on the same page and yeah once I get both uh parties' information I'm probably gonna have my employer just take the whole thing and fax it to you because the fax number is right here on the cover letter it's uh [PII].
[AGENT][NEUTRAL] Yes, sir, and I would just send it to attention claims department. Mhm.
[CUSTOMER][POSITIVE] Absolutely, absolutely. So, [PII], thank you, thank you very much for your help.
[AGENT][NEUTRAL] Yes, sir. Well, you're welcome. You are certainly very welcome, Mr. [PII], and I know that if you haven't had surgery, that there's, you know, that's a lot mentally that goes on with preparing for that. But it, it is, it is. So, um,
[CUSTOMER][NEUTRAL] It is, it really is. It is.
[AGENT][POSITIVE] I wish you nothing but the best and I hope that you have a very speedy recovery and that, you know, everything goes very well for you.
[CUSTOMER][POSITIVE] Well, thank you for that, [PII]. I appreciate that. Thank you.
[AGENT][POSITIVE] Well, you're welcome. You are certainly welcome. So is there anything else, Mr. [PII], that I could help you with at the moment?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Have a great rest of your day.
[AGENT][POSITIVE] Oh, I hope you do too, and thank you so much again for calling APL. If you have any other questions, please give us a call, OK?
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][POSITIVE] All right. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.