AccountId: 011433970860
ContactId: 336f7bf4-20dc-4c25-abde-0c94e74d2c25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1316550 ms
Total Talk Time (AGENT): 510706 ms
Total Talk Time (CUSTOMER): 449917 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/336f7bf4-20dc-4c25-abde-0c94e74d2c25_20250303T14:48_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] Hey, [PII]. This is [PII]. I'm calling about uh
[CUSTOMER][NEUTRAL] Policy number 19134.
[AGENT][NEUTRAL] OK. Now, that's gonna be a group number.
[CUSTOMER][NEUTRAL] OK, I got a certificate number.
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh certificate number is 019.
[CUSTOMER][NEUTRAL] 72727
[AGENT][NEUTRAL] OK, thank you. And while I'm, um, first off, uh, [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. So give me a moment please to get your information pulled up and you can go ahead while I'm doing that and you can tell me how I can help you today.
[CUSTOMER][NEUTRAL] I, uh, I have a couple of writers on this policy that I've been trying to get enacted.
[CUSTOMER][NEUTRAL] I called in um
[CUSTOMER][NEUTRAL] I called in January and I called twice in February.
[CUSTOMER][NEUTRAL] And we went over the, the writers and
[CUSTOMER][NEGATIVE] Everybody, after I talked to each of the representatives, they said that the writers were tricky.
[CUSTOMER][NEUTRAL] And that they needed to get with the underwriters or something, and I've just never heard back from them and that.
[CUSTOMER][NEUTRAL] I got
[CUSTOMER][NEGATIVE] I'm in chemotherapy now for pancreatic cancer, and I need to I need to enact this disability clause because these payments are starting to hurt.
[AGENT][NEUTRAL] OK. All right. So you're, you said that you've spoken to someone regarding getting some of the benefits changed on your plan. Is that correct, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, I have a writer on my policy that's for disability.
[CUSTOMER][NEUTRAL] And I've been trying to get it enacted for uh uh.
[CUSTOMER][NEUTRAL] What, a month and a half now?
[AGENT][NEUTRAL] OK, so let me, what I need to do first is to verify some information with you for security and any information I do provide for you will be a verification of benefits and not a guarantee of payment. So first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and 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 gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] That's the only contact number.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So let me look here. Um, this policy that we, I'm looking at is a term life insurance policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So give me a moment, Mr. [PII] to look at some notes from where you've previously called in, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so your disability policy is through another company, is that correct? You do not have a disability policy with APL.
[CUSTOMER][NEUTRAL] Yeah, I never said anything about a policy. It is a disability rider on my term life insurance policy.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I do see.
[AGENT][NEUTRAL] Do you, do you mind letting me place you on hold because I can see that when you called in in February, they were going to contact you regarding your conversion.
[AGENT][NEUTRAL] To a, on this life policy, did they contact you regarding that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, from what I understand, that's not a conversion writer, that's a terminate this policy and open up a new policy writer, which is not what I wanna do.
[AGENT][NEUTRAL] OK, so tell me again what exactly you're wanting to do? What was your inquiry?
[CUSTOMER][NEUTRAL] This policy has a disability rider on it.
[CUSTOMER][NEUTRAL] To help me in case I get disabled.
[CUSTOMER][NEUTRAL] I am completely disabled. I cannot work. I would like to enact that rider policy, please.
[AGENT][NEUTRAL] OK, so give me a moment. I'm gonna need to look at some of your information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Thank you for your patience while I'm looking through your policy information, Mr. [PII].
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so now I can see that when you spoke to one of our claims examiners back in February, Mr. [PII], she explained to you regarding sending in a disability claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Including your statement, your attending physician statement, and the employers.
[AGENT][NEUTRAL] Section.
[CUSTOMER][NEUTRAL] Well, I'm a truck driver, so that's self-employed.
[AGENT][NEUTRAL] Yes, sir. So, yes sir, the Universal Trucking Benefits Association, which is the company that you enrolled for your coverage through, that's where the agents are located that you enrolled with, that is the company that will help you with that section of the claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's what you're
[CUSTOMER][NEUTRAL] This is the first time anybody told me about a claim form.
[AGENT][NEUTRAL] I, I.
[CUSTOMER][NEUTRAL] Um, is there, can you email that to me?
[AGENT][NEUTRAL] The disability clinic, yes, I can. But first, Mr. [PII], may I place you on a brief hold um to check on a couple of things?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much. So one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Oh, [PII], [PII], [PII], it's [PII].
[CUSTOMER][POSITIVE] Good morning.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] What's going on?
[AGENT][NEUTRAL] So I have a call that I've never gotten before, and actually you have talked to this man before and I'm not sure that I understand what he's asking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy number is 197.
[AGENT][NEUTRAL] 2727 for [PII].
[AGENT][NEUTRAL] OK, so while you're pulling the information, I have him on hold. Um, I wasn't planning on transferring him because I really don't know where I'm supposed to transfer him to.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So this is a term life or a group life policy.
[AGENT][NEUTRAL] Well, he says that he is completely disabled, that he has pancreatic cancer.
[AGENT][NEUTRAL] And he's wanting to enact his disability writer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now there's talk in here about conversion and all of that. I don't.
[AGENT][NEUTRAL] I don't know what that means.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] What I'm getting from him is that he's, that's what he said, to enact the disability rider that's on his policy.
[CUSTOMER][NEUTRAL] Um, I looks like I transferred him back to the customer service team about the conversion questions because I told them we needed the claim form insured statement doesn't look like we've received any of that, have we?
[AGENT][NEGATIVE] So confused.
[AGENT][NEUTRAL] Mm mm. No, he says nobody ever told him about that.
[CUSTOMER][POSITIVE] Yes we did.
[AGENT][NEUTRAL] So I mean, I believe that. I mean, you know what I mean but that's, so he's asking me if I can email the claim form. Is that what I'm needing to do is email him a disability claim form?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, because if he's claiming disability we have to have that disability claim form that includes the insured statement attending physician statement, and then of course the employer.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] This will be UTBA to help him with that.
[CUSTOMER][NEUTRAL] Right, so it does look like that that's, I mean we can't really tell him much more than that. I mean, I'll talk to him again if you'd like um, it looks like, like I said that I transferred him back to the uh customer service team more than likely that's where uh the information that I obtained probably by reaching out it doesn't I don't say that but I don't know anything about this, so, um, I don't, you know, they threw us on to this.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Oh, I'm sorry, my apologies. It is, it was a hub request, so I see the hub request. So yeah, we, I called him back and told him what we needed and I believe like I said, um, [PII] or somebody must have um helped me with this because we, you know, I was very specific, right? I was specific as to, you know, all parts of the claim form must be filled out and he.
[AGENT][NEUTRAL] Mhm. I've never had one like this.
[CUSTOMER][NEUTRAL] Has to be disabled for 6 months before the waiver can be applied.
[CUSTOMER][POSITIVE] And I think that means the premium waiver.
[CUSTOMER][NEUTRAL] But he also had questions about converting the policy and I of course don't know anything about that and that's why I say I transferred him back to memory.
[AGENT][NEUTRAL] So I think I don't know what I think there's some confusion on the conversion because he used that verbiage with me first.
[AGENT][NEUTRAL] But he's saying no, he's not wanting to convert it to anything, he's wanting to enact the disability writer.
[CUSTOMER][NEUTRAL] Right, and that's what we told him the last time. See, that's where it got put in the hub request if I'm not mistaken, he wanted to talk about conversion, so of course I had no idea.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And then um so after I um like I said, researched a little further and I talked to him, he told me that he needed uh to claim disability.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't know anything of course anything more than that is that we need that claim form.
[AGENT][NEUTRAL] OK, so I just need to tell, so, OK, just tell, I'll email him the claim form.
[AGENT][NEUTRAL] And that's what he needs to complete.
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Um, uh, that's the way it looks to me because at this point we haven't received anything.
[AGENT][NEUTRAL] OK. Cause I think there's
[AGENT][NEUTRAL] Right. No, because he said, like I said a minute ago that we didn't tell him that we needed a claim form and he wanna know if I could email him one. I was like, I mean, I've already seen your notes. I need that one.
[AGENT][NEUTRAL] You know what I mean, I knew that wasn't.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Chart.
[CUSTOMER][NEUTRAL] Did I
[CUSTOMER][NEUTRAL] Did I send him a claim form?
[AGENT][NEUTRAL] Uh, it doesn't say.
[CUSTOMER][NEUTRAL] I'm looking in SharePoint now to see if there's a request out there.
[CUSTOMER][NEUTRAL] I don't see one.
[CUSTOMER][NEUTRAL] And usually if I say send it to him I say I did.
[CUSTOMER][NEUTRAL] You know what I mean just to kind of cover my.
[AGENT][POSITIVE] Yeah, oh, I do. Mhm, mhm, because I do it too.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Like I said, I was kind of thrown off because the message said about converting his policy, but then when I talked to him he says oh he needs to file this ability.
[CUSTOMER][NEUTRAL] He wants to claim disability so I was like, OK, well what does this pay disability I'm like I said, I'm, I was confused.
[AGENT][NEUTRAL] I'm confused right now myself. So, OK.
[CUSTOMER][NEUTRAL] Because it's the only policy he has.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So I'm not
[CUSTOMER][NEUTRAL] Like I said, it sound, it looks like to me that that's what they were needing in order to be able to verify his disability.
[CUSTOMER][NEUTRAL] Before anything else can happen.
[AGENT][NEUTRAL] OK. All right, so.
[CUSTOMER][NEUTRAL] Because it says he must be disabled for 6 months.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I mean, uh, sorry, I wish I had more.
[CUSTOMER][NEUTRAL] Information to
[CUSTOMER][NEUTRAL] To share, but I don't.
[AGENT][NEUTRAL] So are there are there disability benefits on this policy?
[CUSTOMER][NEUTRAL] Well he's got a waiver of premium which I think that that's what's going on here. I don't think he can get disability, but in order to waive his premium, that's what that's what I'm saying that's what it's so confusing. He wants to waive his premium he only, he only has a waiver premium, so I'm guessing what he's trying to do is he's got the waiver of premium on the policy.
[AGENT][NEUTRAL] OK. Yeah, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh. Right.
[CUSTOMER][NEUTRAL] But we have to be able to verify he's disabled and has been disabled for 6 months before we can apply the waiver. That's OK. Does that make more sense?
[AGENT][NEGATIVE] Disabled
[AGENT][NEUTRAL] OK, uh, so you think that's OK. I mean, yeah, that's OK. So I'm just trying to get clear on because reading the notes.
[AGENT][NEUTRAL] And what he's saying to me, I, I was, I'm confused. So.
[CUSTOMER][NEUTRAL] You were, yeah, you were thinking that the same thing that I was that it was some sort of disability, but like I said now I pulled up the policy and I see that he doesn't have anything other than the waiver of premium. So in order to waive that premium, which like I said I'm sure it's, it's he's paying $200 a month for it, so yeah, so that's what he's trying to do is get that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, and I'm just
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Correct, right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Excuse me, get the waiver of premium applied so he doesn't have to continue to pay his premium when he doesn't have any money because he's disabled.
[AGENT][NEUTRAL] OK, all right. So that's OK.
[CUSTOMER][NEUTRAL] And I think he's a little bit confused too, maybe he doesn't know the right lingo and apparently we weren't uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] You know, because we don't know.
[AGENT][NEUTRAL] Yeah, because we don't know. OK. All right. Well, I'll just tell, I'm just gonna email him then, um, this disability claim form.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, and just tell him that again you know reiterate that we need that disability claim form to be able to verify his disability so that we can apply the waiver.
[AGENT][POSITIVE] OK. All right then. Well, thank you, [PII] for um looking at that and just kinda giving me some clarification.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] On what I need to kind of.
[AGENT][NEUTRAL] Direct them to
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, alright girl thank you again.
[CUSTOMER][NEUTRAL] You're welcome. If you need anything else, let me know.
[AGENT][NEUTRAL] Yeah, cause I wasn't planning on transferring. Yeah, I wasn't gonna transfer him. I was just trying to get some clarification on how to best help him with what his need is, so.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK, alright, well thank you.
[CUSTOMER][POSITIVE] You're so welcome anytime.
[AGENT][NEUTRAL] Hi, [PII]. OK, bye-bye.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][POSITIVE] Mr. [PII], thank you so much for holding for me. Uh, I do appreciate it. OK, so,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You were trying
[AGENT][NEUTRAL] You're needing to get the disability claim form which I will be happy to email to you um there's also a user guide, Mr. [PII], that I will include for our portal so that if you are able to set up your profile in our online service center you can have access to your information also online.
[AGENT][NEUTRAL] The email that I will send to you is going to come from [PII] and I will put um the phone number for the Universal Trucking Benefits association.
[AGENT][NEUTRAL] In the email as well again they will be the ones to assist you with the employer's section of the claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, once you have your statement, your physician's statement and the
[AGENT][NEUTRAL] The um employer section.
[AGENT][NEUTRAL] Again, if you have the ability to set up your profile in the portal you can upload all of your information there that user guide that I will send you.
[AGENT][NEUTRAL] It's also gonna have the instructions for how to go about doing that or it could be faxed to the fax number that's gonna be on the bottom of page one of the claim form. Now this claim form, the first um page does have instructions on it so you can use that as a checklist for, you know, what needs to be done.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] To submit for us to review. You're certainly welcome. So is there anything, I'll send you this email. You, you should have this email for me in just within 5 minutes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's uh that's, I guess that's what I need.
[AGENT][NEUTRAL] And then just submit it back to us for review once everything is is together.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Got you. And uh and we have all the instructions and everything, and I'll call.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] UTBA
[CUSTOMER][POSITIVE] And we'll get it all set up.
[AGENT][NEUTRAL] OK. Well, if you have any other questions, please feel free to give us a call.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL Mr. [PII]. That's all I can help you with at the moment, and I hope you have a very nice day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye.