AccountId: 011433970860
ContactId: 3ba98f95-bc02-410a-a57f-35a472ffdcba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 504070 ms
Total Talk Time (AGENT): 229452 ms
Total Talk Time (CUSTOMER): 146859 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/3ba98f95-bc02-410a-a57f-35a472ffdcba_20250109T22:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to see if I can file a claim.
[AGENT][NEUTRAL] OK, sure. I can give you instructions to submit a claim. Um, are you calling from provider's office or this is your personal policy?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's personal.
[AGENT][NEUTRAL] OK. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] It's just.
[CUSTOMER][NEUTRAL] Uh-huh. Oh, that's go.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh they had a policy number.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Do you not see the policy number?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I'm looking through the packet, but I don't see, would it be through the package?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] It's gonna say policy certificate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh this is.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Health certificate of insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I don't see the policy number. What would the policy number be?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] It should be on the first page for your um name and your address and all the information is um and it's gonna say policy certificate. Uh-huh.
[CUSTOMER][NEUTRAL] Like something here.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I see, uh, and don't say policy you took it, but I see group issue and there's a number on there.
[AGENT][NEUTRAL] OK, let me try that.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] 02566236
[AGENT][NEUTRAL] 232 is the last three digits.
[CUSTOMER][NEUTRAL] Be.
[CUSTOMER][NEUTRAL] 02566236
[AGENT][POSITIVE] 36. OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] No, all the time. [PII].
[AGENT][NEUTRAL] Thank you. Uh, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And I need the mailing address and email address for verification.
[CUSTOMER][NEUTRAL] Um, mailing address is [PII] and then the um mailing address is, I mean the uh email [PII].
[AGENT][NEUTRAL] OK. And how may I assist you with this policy?
[CUSTOMER][NEUTRAL] Um, I'm trying to see, do I have benefits for illness.
[AGENT][NEUTRAL] For what? I'm sorry, I didn't get that.
[CUSTOMER][NEGATIVE] Illness, illness. I'm off of work.
[AGENT][NEUTRAL] Illness for a disability?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] OK, OK. Let me check. One moment.
[AGENT][NEUTRAL] OK, let me pull your benefits for disability, one moment.
[AGENT][NEUTRAL] Alright, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] OK, so this one is going to be for let's see.
[AGENT][NEUTRAL] Yeah. Injury or sickness, that's gonna be the disabilities for injury or sickness, um, is a disability period of 1 year, um, and it looks like you have an elimination period of 14 days, so it will pay on the 15th day of your sickness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] After you put in this ability.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] So how do I file a claim for that?
[AGENT][NEUTRAL] OK. So for a claim, um, you just need to send us the claim form. There are 3 parts on that claim form. One is for yourself, one is for the provider of service, and the other one is for your employer. Um, you can find the claim form in our website at [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's all you need to do to start off a clean. Mhm, go ahead.
[CUSTOMER][NEUTRAL] Now, when you start
[CUSTOMER][NEUTRAL] Now, when you say my employer, uh, you do understand I work for myself, right?
[AGENT][NEUTRAL] Um, let me check and see who you got this through. One moment.
[AGENT][NEUTRAL] Oh, you're with Universal Trucking?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so yes, you just go ahead and fill out the information of the disability, um.
[AGENT][NEUTRAL] In the part of your employer, just let us know that um you are a truck driver with Universal truck, you know, and the name of the company.
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'll fill that part out.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Secure
[CUSTOMER][NEUTRAL] Oh, OK, so I just, I have to have a form and my doctor need to do a form.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Is that how, how it go?
[AGENT][NEUTRAL] I'm sorry, can you repeat what you said?
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] So it would be one form for me and a form for uh.
[CUSTOMER][NEUTRAL] One form for the doctor.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] One for, yes, one is for the doctor, one is for yourself. I think, let me check something really quick because I think there is a special uh for the universal trucking part. Um, there's a different form. Let me see. uh yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Short term disability UT OK, so you're gonna click on the one that says short term disability UTBA members, so that's the one you're gonna get.
[AGENT][NEUTRAL] It's a little bit different than the regular one.
[CUSTOMER][NEUTRAL] UTDA member?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So that's the one you're gonna have to be on.
[CUSTOMER][NEUTRAL] So all of this, I go online.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, to get the claim form you go online and you get the claim form, um, to submit the claim, uh, if you register online, you can go ahead and just click on sign in and register, create your account and you can upload the claim through there as well if you want to do that.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Mhm. And what is the way I'm sorry is it the uh
[CUSTOMER][NEUTRAL] The APL?
[AGENT][NEUTRAL] The website is [PII].
[CUSTOMER][NEUTRAL] Oh in public.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you see the claim? Mhm.
[CUSTOMER][NEUTRAL] Alright, so I'll do that.
[CUSTOMER][NEUTRAL] I do that and then give me all the information I need to for.
[AGENT][NEUTRAL] Oh, OK. Yeah, and just go ahead and fill out that information for the university from the UTBA and um it should ask you the correct information if you have that one, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with today? Mhm.
[CUSTOMER][NEUTRAL] Well, I
[CUSTOMER][POSITIVE] A long day thank.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APL. Have a good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.