AccountId: 011433970860
ContactId: 3ee155d5-13a5-4442-b79a-bb8aa9a54839
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 645869 ms
Total Talk Time (AGENT): 161588 ms
Total Talk Time (CUSTOMER): 242303 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/3ee155d5-13a5-4442-b79a-bb8aa9a54839_20250620T15:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, uh this is uh [PII], uh.
[CUSTOMER][NEUTRAL] Uh, but, but, but.
[CUSTOMER][NEGATIVE] Uh, and I, I have to file, yeah, I gotta file a claim because I'm out of work right now.
[AGENT][NEUTRAL] How can I help you today, [PII]?
[CUSTOMER][NEUTRAL] And I'm um
[CUSTOMER][NEUTRAL] I'm associated with the.
[CUSTOMER][NEGATIVE] I'm supposed to get a uh a claim number for for being out of work.
[AGENT][NEUTRAL] OK, um, what's a good callback number in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] No, I, I'm, I'm just nervous and I'm shaking right now, OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] I don't have, I, I, I, I just called the truckers association and they said to call and I gotta get a claim number started.
[AGENT][NEUTRAL] OK, um, let me look you up. Is it all right if I look you up by your social and see what your claim, what your, uh, policy number is?
[CUSTOMER][NEUTRAL] You want the whole social security number?
[AGENT][NEUTRAL] But yes, that's what I'll need to look up the policy.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] And, and, and I believe I signed up for that extra insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I've already seen the doctor and he's, he's already signed me out of work [PII].
[CUSTOMER][NEUTRAL] This
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Months.
[AGENT][NEUTRAL] And [PII], can you verify your date of birth for me, please? Oh, I'm sorry.
[CUSTOMER][NEGATIVE] And I had to pay for
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file for you?
[CUSTOMER][NEUTRAL] I believe it it's probably the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and it was for short-term disability?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Probably I
[AGENT][NEUTRAL] Because um I was able to find a dental policy, so let me see.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] It shouldn't be short term.
[AGENT][NEUTRAL] Well, it, it could just be a disability policy. I just looked at it briefly. Um, I'm in it now.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Looks like you don't have the disability policy through us. Let me see, um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, it's, it's, it's through something else.
[CUSTOMER][NEUTRAL] I don't know why
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] gave me this phone number to call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, let me call UTBA and um and see what's going on, OK? Give me just one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh gosh
[CUSTOMER][NEUTRAL] BTVA.
[AGENT][NEUTRAL] Hi, this is [PII]. Um, I have a quick question. Um, I have a [PII] veteran on the line.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, he is saying that he called you all, um, because he needed to file a claim for, uh, his disability.
[AGENT][NEUTRAL] And he was told, I, I don't know by who from UTVA that he needs to get a claim number from us, but I'm not showing an active disability policy with us. So is there by chance another
[AGENT][NEUTRAL] Um, company he would have that disability through. I do have him on the line, but he said he just called you guys and they just told him he needed a claim number but he doesn't have one with us.
[CUSTOMER][NEUTRAL] What's his first and last name?
[AGENT][NEUTRAL] [PII], um.
[AGENT][NEUTRAL] But [PII]
[AGENT][NEUTRAL] [PII], but.
[CUSTOMER][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, no, he only has dental and vision insurance with us.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't know why his agent.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Told him to get the claim number. Um, is there any way I'm assuming if he's out of work right now he can't add short term disability and get those benefits um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For that, could he? Or would he be able to?
[CUSTOMER][NEUTRAL] I'm not sure he would have to speak to his agent about that.
[AGENT][NEUTRAL] OK, is there any way that I can tell him that and then transfer him to you and uh he can be transferred to his agent?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, give me just one moment. I, I think you'll be on the phone with me when I talk to him. Is that OK?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Alright [PII], are you there?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have UTVA on the line. Um, they are showing that you only have vision and dental with them, but if you'd like, I can transfer you um to UTVA and you can talk with your agent, um, and see what all you are, what all is available to you. Is that all right?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because they told me.
[CUSTOMER][NEUTRAL] For any medical conditions and I was paying for it every month.
[CUSTOMER][NEUTRAL] I said, what if I go out I have to get surgery or anything? They said, yeah, you're covered.
[CUSTOMER][NEUTRAL] I, you know what?
[CUSTOMER][NEUTRAL] I'm getting up to the age now I don't, I don't know who to believe what to believe anymore. OK, so um this is this is UTBA yeah this is UTBA and you did have disability with us but it looks like it was termed on [PII] of last year. I don't know why your agent didn't tell you that whenever he just spoke to you um.
[CUSTOMER][NEUTRAL] Yeah, he said it was OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Oh gosh.
[CUSTOMER][NEGATIVE] This is driving me nuts. This is [PII]ow may I help you?
[CUSTOMER][NEUTRAL] Hi, hello. Yes, sir. Yeah, yeah, this, this is [PII], uh, the insurance company is saying that I don't have this policy anymore for.
[CUSTOMER][NEUTRAL] All I say they say is eye care and dental.
[CUSTOMER][NEUTRAL] Bear with me here. Let me get over into my computer.
[CUSTOMER][NEUTRAL] I, I had to, I, I signed up for anything surgery or something ever happened.
[CUSTOMER][NEUTRAL] And they said I was gonna get uh paid every month.
[CUSTOMER][NEGATIVE] I'm totally confused.
[CUSTOMER][NEUTRAL] But let me, let me just look into see the computer here and see what it says. I'll probably have to refer you over to customer service because I don't handle billing or money or any of that stuff. I just, I just explained the policies and submit the paperwork. I don't issue the policies and I don't process any of the premiums, so.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Bear with me here a minute.
[CUSTOMER][NEGATIVE] I don't know why she pushed you back to me.
[CUSTOMER][NEUTRAL] Uh, because they said I only have eye care and dental. Bear with me here a minute.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me look in the billing.
[CUSTOMER][NEUTRAL] Bear with me here. I'm pulling up my billing. Alrighty, OK.
[CUSTOMER][NEUTRAL] Give me just a minute here. I've got to pull my get my computer back online.
[CUSTOMER][POSITIVE] Alrighty, OK.
[CUSTOMER][NEUTRAL] What is the deduction you've been seeing coming out of your check?
[CUSTOMER][NEUTRAL] Uh, do you do you recall?