AccountId: 011433970860
ContactId: 3760c344-e592-4b93-9e55-5f6927391fe3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1004020 ms
Total Talk Time (AGENT): 311294 ms
Total Talk Time (CUSTOMER): 507337 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/3760c344-e592-4b93-9e55-5f6927391fe3_20250522T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to see that you guys get my.
[CUSTOMER][NEUTRAL] My facts and take my wife takes a fact show the information that y'all needed. Uh, my name is [PII].
[CUSTOMER][NEUTRAL] I'm trying to get my policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know how you need.
[AGENT][NEUTRAL] OK, you said you don't have your policy number?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] Yeah, I'm trying to get it, but I'm trying to, it's gonna take my, cause that's how I remember it.
[CUSTOMER][NEUTRAL] You just hold your tasers. I think I have it in a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My [PII].
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 267-772
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 589.
[CUSTOMER][NEUTRAL] 656.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] You APL?
[AGENT][NEUTRAL] Yes, we're American Public Life.
[CUSTOMER][NEUTRAL] Right, uh, that's how I got in with y'all yesterday.
[AGENT][NEUTRAL] Yes, this, the policy number is too long to be one of our policy numbers. May I have your social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Mr. [PII], could you please verify the mailing address on file and the email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. Email [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And may I have a callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] And thank you so much, Mr. [PII]. You're calling in to see if we received your documentation via fax. What, when was that submitted in?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It was about, I guess, over 1 hour, 2 hours ago.
[AGENT][NEUTRAL] OK, now it's not showing up in our system yet, but let me see if we received any information in the system.
[CUSTOMER][NEUTRAL] She faxed it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know you said y'all had to have it, so.
[AGENT][NEUTRAL] Because if she just submitted it in, it normally wouldn't show up in our system to review with it only, it takes up to 24 to 48 hours before we will receive it in our system.
[CUSTOMER][NEUTRAL] Yeah, it's another, uh.
[CUSTOMER][NEUTRAL] The trucking system sent it.
[CUSTOMER][NEUTRAL] You know, my wife sent it but I got the information from them, so I hope I did the right fax number.
[CUSTOMER][NEUTRAL] I don't know what fa number my wife found there.
[CUSTOMER][NEUTRAL] To do it with y'all, you know?
[AGENT][NEUTRAL] OK. I understand. Let me see if I.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I'm just making sure.
[CUSTOMER][NEUTRAL] I know, uh,
[CUSTOMER][NEUTRAL] I'm just calling chicken really, you know.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] How your day going?
[AGENT][POSITIVE] It's going good. How about yours?
[CUSTOMER][POSITIVE] Very good. I'm, I'm great.
[AGENT][POSITIVE] That's good to hear.
[CUSTOMER][POSITIVE] Yeah, I'm good. This is about 90 degrees out here though.
[AGENT][NEUTRAL] Oh, yeah, it's getting close to that summer heat, so it's almost time.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Oh yeah, you might as well just get your iron warm and chill out somewhere.
[CUSTOMER][NEUTRAL] It's all that's the only thing to help you.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] I'm just plan on staying in the house majority of the summer.
[CUSTOMER][POSITIVE] Well, that's the best thing you can do. I'm talking about gonna help you out.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEGATIVE] You, you, I don't wanna get outside. I don't wanna get no darker.
[AGENT][NEUTRAL] I understand that.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEGATIVE] Yeah, I ain't got time for all that. Looking like a dust monkey when I'm no, I don't wanna do all that.
[CUSTOMER][NEGATIVE] Uh, uh, he can't do that.
[CUSTOMER][NEUTRAL] I stay in the, I stay in the air conditioning like. It makes your bad, I tell you, my air conditioning went out last week.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEGATIVE] Yes, indeed. I'm talking about that's horrible the way you sleep and that it didn't take me but 2 days. I gotta get some out over here.
[AGENT][NEUTRAL] Oh, yes.
[CUSTOMER][NEUTRAL] Trust me, air conditioning because.
[AGENT][NEUTRAL] I've had that happen too.
[CUSTOMER][NEGATIVE] It wasn't nice, was it?
[AGENT][NEUTRAL] No, because uh at that time it was like midsummer. It was between like July and August when it went out, so yes.
[CUSTOMER][NEUTRAL] Oh we.
[CUSTOMER][NEUTRAL] Oh, Jesus.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEGATIVE] So before they can even come fix it, I had to go to a hotel because it was entirely too hot in the house.
[CUSTOMER][NEUTRAL] Mm, mm mm.
[CUSTOMER][NEUTRAL] I know you did.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It wasn't no eating or nothing. You just trying to breathe.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Oh well I just see it I ain't hungry.
[CUSTOMER][NEUTRAL] I just said I ain't hungry.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Now, I'm trying to see, but I'm not seeing anything that we've received, not saying that we don't have it, but I'm not able to locate it as of yet because we don't, uh, we, I'm not able to see it if it's not scanned in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] I was just checking to see and hoping that she faxed it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Fax it and uh she faxed it and then somehow she emailed something to you guys.
[AGENT][NEUTRAL] Now see, we don't have email.
[CUSTOMER][NEUTRAL] You don't, that's the way that I'm hoping that AP, AP, let me see you.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, APL the one that said, y'all need the information that I need to get from my uh employee. Can you see that?
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][NEUTRAL] It's a
[CUSTOMER][NEUTRAL] You gotta get the uh.
[CUSTOMER][NEUTRAL] I had to get my 1099.
[CUSTOMER][NEUTRAL] All that, you know.
[AGENT][NEUTRAL] OK, so I see back in April.
[CUSTOMER][NEUTRAL] I to get my.
[AGENT][NEUTRAL] We did deny where it was asking for your employer's claim form.
[CUSTOMER][NEGATIVE] You denied it.
[AGENT][NEUTRAL] Yes, well, I'm just saying we deny just requesting other information. See, it's not gonna be a pending claim or anything, so it's requesting more information where it needed your employer claim form.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] Yeah, I got, yeah, and that one I got for y'all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That what I did and uh.
[CUSTOMER][NEGATIVE] You send out somebody, you said you ain't got no.
[CUSTOMER][NEUTRAL] You said you ain't got no email.
[CUSTOMER][NEUTRAL] Y'all don't have no email that my wife could have did an email?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, we don't have an email for submission.
[CUSTOMER][NEUTRAL] Cause the label that email it.
[CUSTOMER][NEUTRAL] I had to mail, email it to some lady.
[AGENT][NEUTRAL] OK, maybe they gave you the personal, the personal email or for the care team, but as of right now I'm not, you don't have an email for submission of claims.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Probably
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] But would you like for me to go ahead and give you the fax number?
[CUSTOMER][NEUTRAL] How about a uh patch.
[CUSTOMER][NEUTRAL] Yeah, let me, let me, let me.
[CUSTOMER][NEUTRAL] Hold on, OK, yeah, give me that thing number just in case we.
[AGENT][NEUTRAL] OK, that fax number is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh, that's a fax number.
[CUSTOMER][NEUTRAL] APA.
[CUSTOMER][NEUTRAL] Yeah, no, what I have.
[CUSTOMER][NEUTRAL] I'll be calling and checking on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But if it do come in the system.
[CUSTOMER][NEUTRAL] Like, like that, do I need in.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] If it, if we do receive it in the system, we will, um, an examiner will pull it. Now if we do get it, you do allow up to 10 to 15 business days before that claim is reviewed and or processed.
[CUSTOMER][NEUTRAL] No, you go ahead, man.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] But if you would like, you're more than welcome to call back tomorrow to see if it has been entered in the system or loaded, but as of right now I'm just not able to see it.
[CUSTOMER][MIXED] They're fine. They ain't no car.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all you can tell me. I'm good. I'm grateful that you answering the phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Like that one.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, thank you for your time, you know.
[AGENT][NEUTRAL] You're so welcome. And let me give you the policy number just in case because the first digits that you gave me, I'm not exactly sure, but that's not the policy number. The policy number is actually the last few digits that you did give me and that is 02.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 58.
[AGENT][NEUTRAL] 9656.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, I don't know what it is. 002589656.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I don't know what I, I, I got it through my job. I'm thinking it's a good insurance.
[CUSTOMER][NEUTRAL] But do you see the insurance that I got?
[CUSTOMER][NEUTRAL] Like, is it, is it, uh.
[AGENT][NEUTRAL] Thr
[CUSTOMER][NEUTRAL] You see what kind of insurance I got?
[CUSTOMER][NEUTRAL] Is
[AGENT][NEUTRAL] Let me check. I believe this is your disability insurance.
[CUSTOMER][NEUTRAL] Yeah, that
[CUSTOMER][NEUTRAL] Yeah, that's the only insurance I got a disability insurance with y'all.
[AGENT][NEUTRAL] Let me check that for you. Yes, that's the only insurance that is listed in our system.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] Uh, I could swear I got the health insurance too. Ain't y'all got health insurance.
[AGENT][NEUTRAL] We do have health insurance. You would have to select that with your employer.
[CUSTOMER][NEUTRAL] Yeah, because when I did it, when I, when I did do that.
[CUSTOMER][NEGATIVE] Yeah, yeah, I thought I had selected that with disability insurance. That the man was telling me when he got all us uh uh sign up for this insurance. Having that only thing that happened, I got sick.
[CUSTOMER][NEGATIVE] I got sick back in March.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it just had uh uh it activated [PII], didn't it?
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][NEUTRAL] When did it activate?
[CUSTOMER][NEUTRAL] I asked a lot of questions though.
[AGENT][NEUTRAL] Oh, you are, right?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it does show that the effective date was [PII] and currently active.
[CUSTOMER][NEUTRAL] Right, so, it was after that when I got my, I don't know what date, might have been [PII], when I got sick, but she, the la, the man said, uh, the insurance just came available.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEGATIVE] Like then that well, God, [PII] wasn't right. He right on time when.
[AGENT][POSITIVE] Yes, right on time, all the time.
[CUSTOMER][NEUTRAL] Yeah, like that, so I said, well, my [PII], I didn't really, you know, I'm little tough headed. So I didn't really think [PII] they had to, I had to use it. But that disability, you never know when something gonna happen, you know.
[AGENT][POSITIVE] Right. That is so true cause it is very important to have it.
[CUSTOMER][NEUTRAL] Yeah, you don't never know, man.
[CUSTOMER][NEUTRAL] Yeah, you don't never know, is it short term and long term disability I've received, right?
[AGENT][NEUTRAL] Yes, it does show that you do have that disability.
[CUSTOMER][NEUTRAL] It is short and long term, ain't it?
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][NEUTRAL] Cause I asked a lot of questions now, cause I wanna know what I'm spending my my money on.
[AGENT][NEUTRAL] Oh, you OK?
[AGENT][NEUTRAL] It looks like it's saying that you just have short term disability, but let me pull up your policy.
[CUSTOMER][NEUTRAL] See, I'm now I'm thinking that man probably pulled my leg because the dude was telling me I got long term and
[CUSTOMER][NEUTRAL] This right here my health and I'm talking about, uh, I didn't, we didn't think that we were just doing.
[CUSTOMER][NEUTRAL] This disability, we thought we'd signed up for insurance too, cause me and another truck driver did it.
[CUSTOMER][NEUTRAL] And we paid over $90 or something like that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I want to know what I got.
[CUSTOMER][NEUTRAL] in case something happened to me and my wife know what's happening.
[AGENT][NEUTRAL] Right. Now, with this, it's just showing that you do have a disability policy, which is for short and long.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, cause you don't never know if it's gonna be short or long or.
[CUSTOMER][NEUTRAL] Your, your finger might not straight back out or your toe might catch a cramp. Ain't no telling what lava to have.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Yes. But yes, it does show that you have that.
[CUSTOMER][NEUTRAL] I know you probably think I'm crazy, but.
[AGENT][NEUTRAL] Now, the only thing is, now, if you're wanting other insurance, you may have to check with your employers to see if they can.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] If you're able to get that other insurance.
[AGENT][NEUTRAL] If you're needing medical.
[CUSTOMER][NEUTRAL] Well, APL, see, I'm a owner operator. So APL don't, don't let me call APL and I can't get it through that. I can't do that.
[AGENT][NEUTRAL] No, we don't have the option to do that.
[CUSTOMER][NEUTRAL] I'm trying to think. I talked to that guy, APL cause a matter of fact, that [PII] called me on my phone.
[CUSTOMER][NEUTRAL] And and you telling me about the benefits of own operator having this insurance. I don't know if.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, but like you just said, disability and
[CUSTOMER][NEUTRAL] Uh, short term and long term, where he was talking to her like we had issues.
[CUSTOMER][NEUTRAL] The disability, that's what he got us at, cause we thought we had issue with it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah. Now, the only thing you can probably, if you, that's how I'm gonna say if you have that information, you could probably reach out to them to see if there's another option as well.
[CUSTOMER][NEUTRAL] I forgot the guy's name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I didn't know. I