AccountId: 011433970860
ContactId: 2398f364-ec03-4179-b2c5-83778cb295ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 925059 ms
Total Talk Time (AGENT): 523321 ms
Total Talk Time (CUSTOMER): 187193 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/2398f364-ec03-4179-b2c5-83778cb295ff_20250306T13:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ABL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, uh, [PII], uh, my name is [PII], and I just
[CUSTOMER][NEUTRAL] Uh, signed on or got an insurance with you guys. I just.
[CUSTOMER][NEUTRAL] I got the uh that booklet you guys send out about all the information regarding my account.
[CUSTOMER][NEUTRAL] And I just had a couple of questions about it.
[AGENT][NEUTRAL] OK [PII], so you're newly enrolled with APL and you've received your information from APL. Did you have some questions, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes sir, I can help you with that and [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and your last name please, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number please, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh, that I have no idea what it is. I'm not gonna lie to you.
[AGENT][NEUTRAL] OK, and what is your full social security number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you. So give me a couple of moments please to locate your information.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. I will have to verify several things with you first for security. So first off, if you could please verify your date of birth, uh, well, give me, I'm sorry, give me just one moment please.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so again, any information provided would be a verification of benefits and not a guarantee of payment and if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so you said that your street number again is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so give me, OK, so we'll come back to that in just a moment. So the phone number that we have on file for you is the same as the one that you gave me. So again, [PII], that is the best contact number we should have, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, ending in [PII].
[AGENT][NEUTRAL] Yes, sir, uh-huh, and lastly your email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, Mr. [PII], on the enrollment information that we received for you for you from uh the Universal Trucking Benefits Association, it shows your your street number is [PII], but it should be [PII].
[CUSTOMER][NEGATIVE] Yes ma'am, they definitely messed up on that.
[AGENT][NEUTRAL] OK, so once I can update it on our end, but I will need to get you connected with them and also give you their phone number so that you can get that updated as well.
[AGENT][NEUTRAL] In their records.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so this I see that you this is through your employment with AGX freight.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and so you do have one policy with us. It's a disability policy that I show will go into effect [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] You have the ability, Mr. [PII] to set up your profile in our APL online service center so that that will give you access to your policy information.
[AGENT][POSITIVE] For this particular plan and I'll be happy to email that user guide with you that gives the instructions on how to set up that.
[AGENT][NEUTRAL] That profile.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Now the email address or the email that you're gonna receive will come from care team.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I will put APL online service center in there so that that's easy for you to recognize.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Now do you already have the phone number for the Universal Trucking Benefits association? If not, I'll be happy to give it to you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, could you, uh, put it in the email as well?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] And would you like for me to connect you with them once you and I are finished so that they can and hopefully you know you we won't lose the connection and they can go ahead and get that updated but I will still include their number in your email.
[CUSTOMER][POSITIVE] Uh, yes, yes, that, that'll be fine, thank you.
[AGENT][POSITIVE] OK, you're welcome.
[AGENT][NEUTRAL] So do you have any other questions this morning for me, Mr. [PII]? Anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, yeah, just a couple.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, so you said it's a, it's just a disability, it's not like a life insurance thing?
[AGENT][NEUTRAL] No, sir, this is not. This is a short term disability policy.
[CUSTOMER][NEUTRAL] Short term disability, got you.
[AGENT][NEUTRAL] Mhm. Yes, sir.
[AGENT][NEUTRAL] Now, if you have, if you thought that you had enrolled for some type of life insurance policy, Mr. [PII], that is also a question that you would speak to the Universal Trucking Benefits Association about.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Because that would have been who you and that's where the agents are located for your you know that your group works with your employer works with, and they handle, you know, all enrollments and then provide the different companies with your information depending on what you have signed up for.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, cool. Well, that's that that takes care of the rest of my questions. OK, cool. So this is just a short term disability.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] That is correct, yes, sir, at this time that is the only policy you have with our company. I checked, I cross referenced it to check.
[CUSTOMER][NEUTRAL] OK cool OK that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, oh, actually, so.
[CUSTOMER][NEUTRAL] I know, I, I remember seeing it was like a $25,000.
[CUSTOMER][NEUTRAL] Disability coverage.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If that ever happens, is that amount paid in increments or is it paid out in full?
[AGENT][NEUTRAL] OK, so you're talking about if you had to go out on disability?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so the, uh, that would be the $25,000 is an accidental death benefit on this plan.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] That is not, yes, your disability benefit.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, for what you have currently ranges.
[AGENT][NEUTRAL] The max would be 4000. Your disability benefit would be 4000.
[AGENT][NEUTRAL] Not to exceed 60% of your monthly compensation, so we would have to just receive all of the claims information and the, um, you know, from you, your physician and.
[AGENT][NEUTRAL] The Universal Trucking Benefits Association would be who you would.
[AGENT][POSITIVE] Get assistance with um like the employer section of the disability claim form.
[AGENT][NEUTRAL] And then you, you do have an elimination period on this policy of 14 days for injury and sickness, so that means you would have to be off work for 14 days before this plan.
[AGENT][NEUTRAL] Would start if approved and your maximum disability um.
[AGENT][NEUTRAL] He he is. Give me just one second.
[AGENT][NEUTRAL] Is up to 6 months.
[AGENT][NEUTRAL] Uh, no, that's not. Hold on one second. No, that's not true. That would be for mental illness. The maximum disability period for an injury or a sickness is 1 year.
[CUSTOMER][NEUTRAL] OK, and that gets paid 14, 4000 I'm sorry, 4000 but not exceeding 60% of the.
[AGENT][NEUTRAL] That was
[AGENT][NEUTRAL] Correct. The benefit you enroll for is 4000.
[AGENT][NEUTRAL] Not to exceed 60% of your monthly compensation.
[AGENT][NEUTRAL] So that would be the max.
[CUSTOMER][NEUTRAL] OK, so it'd be like 4.
[CUSTOMER][NEUTRAL] OK, 04, well, OK, so 4000.
[CUSTOMER][NEUTRAL] For the month
[CUSTOMER][NEUTRAL] That doesn't exceed the 60% or is it like 4000?
[AGENT][NEUTRAL] Yes, your benefit that you signed up for would be 4 $4000. However, the benefit that we would pay would be not to exceed 60% of your monthly compensation, and we would not be able to determine that until we received all the documentation, you know, from your employer as well.
[CUSTOMER][NEUTRAL] Well, um
[CUSTOMER][NEUTRAL] OK, OK, got you.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again there is a copy of this policy information located in that portal so once you get your profile set up you'll have the ability to go in and look at what all of the the benefit information.
[AGENT][NEUTRAL] I as well.
[CUSTOMER][NEUTRAL] Right, yeah, I was like, I know that's one thing I was trying to kinda figure out because I know it, you know, I know, I remember it saying like that 60%.
[CUSTOMER][NEUTRAL] But I just didn't know like it was like 4000 or X amount of money a month for 6.
[CUSTOMER][NEUTRAL] Months I think.
[CUSTOMER][NEUTRAL] Or if it was uh just for.
[AGENT][NEUTRAL] You start
[AGENT][NEUTRAL] No, sir. It's not a one time, it's not a one, one-time payment. This is something that you would have to, um, that is paid monthly around the [PII] if approved.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] And each month you would have to send in um your claimant statement.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] At the beginning of each month. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If that need were to arise.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Oh OK, OK, I, I got you. So that, you know, so would that that pretty much be like still proof that I'm on disability and can't work.
[AGENT][NEUTRAL] Yes sir again we would have to just receive all of the information that completed claim form with all the sections completed by the appropriate parties for review.
[AGENT][NEUTRAL] On this and then each month again.
[AGENT][NEUTRAL] You would have to submit your claimant statement.
[AGENT][NEUTRAL] Prior to, again, claims being processed for disability or processed around the [PII] of each month.
[CUSTOMER][NEUTRAL] OK, got you, OK, that makes sense.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] And hopefully that will not be something that you need, but yes sir you, if you do um end up having to file a claim at this point, then you can, you know, obviously call us, we'll be happy to assist you with anything.
[AGENT][NEUTRAL] Related to that.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yes, ma'am. I'm gonna definitely stay on my B's and Q's out here.
[AGENT][NEUTRAL] Yes, sir, stay safe out there. So would you like for me to go ahead and connect you over to UTBA so you can see about your coverages that you have with them?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with first?
[CUSTOMER][POSITIVE] Uh, no, ma'am, you definitely helped me out, uh, tremendously. I definitely appreciate it. Sorry for the repeated questions.
[AGENT][NEUTRAL] What
[AGENT][POSITIVE] Oh no, not at all. You may ask your question as many times as you need, uh, for us to try and give you the answers so that no worries there. So I will send this email also in a moment and I will include that phone number for them just in case you were to need it for, you know, future reference.
[CUSTOMER][POSITIVE] Yes ma'am thank you so much. I definitely appreciate you.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Well, you're certainly so welcome. So thank you again for calling APL have a wonderful day if that's all I can help you with, and if you'll give me one moment, I can get you connected.
[CUSTOMER][POSITIVE] Yes ma'am thank you.
[AGENT][POSITIVE] All right, you're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] to the
[AGENT][NEUTRAL] Hey [PII], it's [PII] at APL. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good how are you?
[AGENT][NEUTRAL] I'm all right thank you ma'am. So I have an insured on the line he's just got some questions um he knows what he's currently enrolled with according to our records, and he's just wanting to see, he's got some additional questions about other things he may have signed up for.
[AGENT][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] And he is with AGX Freight.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][NEUTRAL] Um, oh yeah, one last thing, [PII], the street number needs to be updated for him. It was showing as [PII], and he has double verified it should be [PII], but you can confirm that again with him.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, [PII]. Well, thank you very much. Have a great day if I don't talk to you again.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] OK, you're welcome. Bye bye.