AccountId: 011433970860
ContactId: 40fe6763-81d5-4d6f-a462-70cba7377983
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 861090 ms
Total Talk Time (AGENT): 364990 ms
Total Talk Time (CUSTOMER): 418986 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/40fe6763-81d5-4d6f-a462-70cba7377983_20250325T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I have some questions about the policies that I have.
[AGENT][NEUTRAL] OK, I can help you with your question, sir. Can I please get your name and one of your policy numbers?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, first
[CUSTOMER][NEUTRAL] I don't have the policy numbers cause I'm driving. First name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then, Mr. [PII], can you please give me your
[AGENT][NEUTRAL] a social security number and that will pull in your policies for me.
[CUSTOMER][NEUTRAL] Uh, uh, [PII].
[AGENT][NEUTRAL] OK, I'll need the full social in order to pull it in.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll need for you to please verify your policy for me, your information. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then I'm also going to need your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my full name [PII].
[AGENT][NEUTRAL] Thank you, sir. And if our call gets disconnected, is this a good number to call you back on the one that you just verified for me?
[CUSTOMER][NEUTRAL] Yes, it is, and your name again please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, sir. OK, you said you had some questions. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do. OK. Uh, we have a driver and I'm not calling on his behalf. He's a big boy. He can handle his own, OK. I understand that there are some exclusions for payment benefits on our policies if we are receiving, uh, Social Security or, uh, other disability income coming in. Is that true?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let me check. And then, are you checking on disability insurance itself because I don't show that you have a disability policy with us.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Right, right, and I don't know if I'm aged out or not on that, OK, and that's something I need to talk to you all about.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] But OK, so I.
[CUSTOMER][NEUTRAL] Because I do have other um.
[CUSTOMER][NEUTRAL] Policies for disability hospitalization and and so forth.
[AGENT][NEUTRAL] OK, so, um,
[AGENT][NEUTRAL] You are not aged out, you're, you're only [PII] old, and policies will change due to age at age [PII], but you're also given an option at that, at that time to port the policy and that's to keep it.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] You know, during that time. So you've got a few years to wait on that. Um, I don't show any disability policy with me, with us, so I can't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That, um.
[AGENT][NEUTRAL] Do you, do you have any other.
[CUSTOMER][NEUTRAL] Cause, uh, cause, uh, [PII] never, she never offered me anything about a disability.
[AGENT][NEUTRAL] Right, I don't have
[CUSTOMER][NEUTRAL] Did I lose you, [PII]?
[AGENT][NEUTRAL] No, I'm still here. I can hear you.
[CUSTOMER][NEUTRAL] Hello. 00, OK, OK. Now, when we took these out, she, she never offered me a disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It may not be something that your company offers through us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, uh, uh, no, nothing of this is sponsored by the company, OK, I pay the premium, not the company.
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][NEGATIVE] Company company company has nothing to do with this.
[AGENT][NEUTRAL] Well, your group is Universal Trucking YRC freight.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, OK, that, um, OK, so, um, that I guess that's part of [PII] and she was, uh, their operation.
[AGENT][NEUTRAL] That's what I meant, is your group.
[CUSTOMER][POSITIVE] But they do offer this ability because the driver that brought this to my attention.
[CUSTOMER][NEUTRAL] Uh, we have a disability that our union dues pay.
[CUSTOMER][NEUTRAL] And um that was deducted off of his disability. He didn't get the full amount that he had signed up for because they had gone ahead and deducted the disability from our union, which we pay for out of our union dues.
[CUSTOMER][NEUTRAL] So he didn't get the full amount on the disability. I think he said he took it out for $3000 OK, and they deducted the $500 out of that, out of that, so he's getting $2500 only.
[CUSTOMER][NEUTRAL] And you know if that's the case, you know, um, on any of them, if there's any exclusions.
[CUSTOMER][NEUTRAL] And why am I paying? I'm on Social Security and I'm still working. Is my Social Security going to be deducted out of any of these programs that I have with you?
[AGENT][NEUTRAL] No, sir. You don't, no, sir, we don't have disability for you. You don't have a disability policy with us.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, I'm asking like the other one for the uh catastrophic, uh, illness hospitalization.
[AGENT][NEUTRAL] No, sir. Um,
[AGENT][NEUTRAL] You just pay your monthly premium and we're not going to take, we never take money from you. That's always sent to us.
[CUSTOMER][NEUTRAL] No, what I'm saying when I put a claim in, OK, and I guess there's a questionnaire, OK, do you turn around and have other forms of disability, and if you answer yes and then you put the dollar amount, OK, uh, I'm sorry, not disability, but, um, uh, like with the well for us it would be disability, short term disability for a catastrophic, uh, illness, and that's one of the one of the policies I have, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, you have critical illness, group accident, and hospital indemnity.
[CUSTOMER][NEUTRAL] OK, so would I get the full amount of.
[CUSTOMER][NEUTRAL] Of the monthly benefits that I applied for and got.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Or would there be something in it.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] If you file your claim and everything meets the criteria for the claim after the claims examiner examines it and makes sure that it's a covered procedure, covered, um, facility, all the, all the things that need to go on the claim, you will get your full amount. The only time that you do not get your full amount is if you're on short term disability.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And which you don't have with us, if you're on it and you are not working and you can't pay your premium, then we will offer to take your premium.
[AGENT][NEUTRAL] Which is your monthly payment for you out of your disability check if you would like to do that.
[AGENT][NEGATIVE] But you don't have disability with us, so that's not applicable.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because, uh, like I said, what would a short term disability, uh, uh, run me because like I said, [PII] or she would never offered that to me.
[AGENT][NEUTRAL] OK, well, I can get you help that way too. I can go ahead and transfer you over to UTBA and you can talk to them and see um what they have to offer for your short term disability with us, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so if I have the catastrophic, the hospitalization, OK, I would get the full amount of of the benefits, is that right?
[AGENT][NEUTRAL] Yes sir, um, you know, of course it has to go through the claims process and this is just to verify your benefits it's not a guarantee of payment it has to go through the claims process and um you pay for your policy to be able to file claims and depending on the procedure codes, diagnosis codes, explanation of benefits and itemized statements that come from.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] The hospital or your doctor, then the claims examiner looks at it and if the claim has everything that it needs to be processed, then your benefit is paid.
[CUSTOMER][NEUTRAL] OK, because you know I do have medical insurance, OK, through my union, OK, so that it wouldn't, I'll be asking for the benefit to be paid directly to me.
[CUSTOMER][NEUTRAL] Not to the hospital or anything else.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, OK, wanna make sure with that. OK, and then even though, even though I would be getting short term disability, not confused with your short term disability, OK, through, through my right, I just wanna make sure that because a benefit that I get through my union, OK, is directly paid to me on top of whatever benefits I would get from you and nothing would be deducted.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] O
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] Off of that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] No, if you get short term disability, it's it is directly paid to you.
[CUSTOMER][NEUTRAL] OK, I just wanted.
[CUSTOMER][NEUTRAL] Oh, OK, so there's no exclusion. I have another supplement for short term disability then, right?
[AGENT][NEUTRAL] Uh, that is a process that goes through the claims department, um, like I said, the only time that um.
[AGENT][NEUTRAL] It is an exclusion to you as if you can't pay your premium, which then they offer to take it out of your payment for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because, uh, because the way this drivers explained it was, you know, that you know we get the benefit from the union and we fill out the questionnaire and say we get $500 a week from the union, OK, and you'd be taking out, you know, X amount of dollars off of your short term because that double coverage. That's why I'm getting confused.
[AGENT][NEUTRAL] Uh, if you have double coverage, uh, there is a part on the claim form that asks if you have any other income coming in and it is taken into account.
[CUSTOMER][NEUTRAL] Oh, OK, so that's the catch, OK, because we do have other income coming into the home.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] OK, which would turn around and virtually with the income that's coming in the home would completely wipe out the benefit that you guys would be issuing to us.
[CUSTOMER][NEUTRAL] Because it would be greater than, OK, let's say like Social Security, so let's say I have a uh uh under under the hospital the hospitalization, OK, so I let's say I have a $3000 a month um um.
[CUSTOMER][NEUTRAL] Uh, payment to me, OK. My Social Security is about $3000 so my Social Security wipe out that $3000 that I would get from you.
[AGENT][NEUTRAL] We'll see the the.
[AGENT][NEUTRAL] Income coming in on the claim form is not.
[AGENT][NEUTRAL] For to tell us what you've got coming in is to let Social Security know that we are also paying too.
[CUSTOMER][NEUTRAL] OK, well, Social Security is a retirement benefit, not a Medicare.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] Yeah, to me it's confusing because I'm not in the insurance, uh, game, you know.
[AGENT][NEUTRAL] Yes sir, I understand. Now I can get somebody to call you back that can answer further questions for you. I'm not in the claims department. I'm in the care team and if you would like I can take your number and I can have somebody from the claims department call you back and go over in detail with you the.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I just want
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Social security, I'm sorry, the short term disability, but the problem is, is we don't have a.
[AGENT][NEUTRAL] Policy on you to be able to go over your benefits because the benefits haven't been chosen yet.
[CUSTOMER][NEUTRAL] Right, OK, so I also need to find out how much a short term disability, OK, what it would cost me.
[AGENT][NEUTRAL] Right, so I'm gonna go ahead and transfer you on over to UTBA so that you can talk to them about that, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alright thank you [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're so welcome. I hope you have a safe trip while you're driving. Is there anything else I can help you with before I transfer you?
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, I just gotta get the confusion to make sure that what I'm paying for I'll be getting if I need it, you know.
[AGENT][NEUTRAL] Exactly. Yes, I understand, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, it's gonna be a quick hold. I'm gonna get you on over there. You're very welcome. You have a good afternoon. Thanks for calling APO.
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye-bye, sir.