AccountId: 011433970860
ContactId: 428d0189-f880-4157-9ef0-50a13c7acea9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 411920 ms
Total Talk Time (AGENT): 186580 ms
Total Talk Time (CUSTOMER): 165575 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/2024/12/30/428d0189-f880-4157-9ef0-50a13c7acea9_20241230T17:09_UTC.wav
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[AGENT][POSITIVE] Morning, thanks for calling Eli [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm uh trying to submit my claim online.
[CUSTOMER][NEUTRAL] And I set up my username and passer, but I don't know where to go to.
[CUSTOMER][NEUTRAL] Submit the claim.
[AGENT][POSITIVE] OK, I can help you with that. Can I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 2288148.
[AGENT][NEUTRAL] Your name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Can you verify your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And lastly, your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], thank you for that. And you said you want to see where to go to submit your claim on the online?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, are you logged on, um, to your online portal?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yes, right now it says my coverage.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so there should be um a place where it says um something regarding claims.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh, it said my claims and all it says upload documents.
[AGENT][NEUTRAL] Yes, so where it says upload documents, that's where you submit the information.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] OK, well this one, it don't, it don't have nothing to type in it just say upload files.
[AGENT][NEUTRAL] Yes, so when you so um that's, you would upload the the files and it will come over to us um as a claim.
[CUSTOMER][NEUTRAL] OK, so push upload files.
[AGENT][NEUTRAL] Yes, sir, and um you would just upload the documents that you're trying to send to us.
[CUSTOMER][NEGATIVE] Yeah, that's what I'm saying, what documents I supposed to send because I don't have any. Only thing I have is when I went to patient first.
[AGENT][NEUTRAL] OK, so give me 1 2nd.
[AGENT][NEUTRAL] OK, so you want to file a claim for um a disability claim?
[CUSTOMER][NEGATIVE] That's not doing anything when I did that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, what you have to do, so if you go on to our regular website, which is at [PII], there is a claim form um that you would fill out and hold on one second.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] There's a claim form that you fill out. If you go to claims and forms.
[AGENT][NEUTRAL] And then you would select um disability.
[AGENT][NEUTRAL] And there's a short-term disability claim form that you would have filled out, and it gives you instructions on what portion that you would have to fill out and also um for your doctor.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then once that's done, then you would upload it to the website.
[CUSTOMER][NEGATIVE] Yeah, that, that this stuff is so complicated.
[CUSTOMER][NEUTRAL] Yeah, I um.
[CUSTOMER][NEUTRAL] OK, and I'm looking at it now.
[AGENT][NEUTRAL] Cause they have, there's a portion that you would follow on then the doctor will fill out because it's gonna ask um when your first day of work was out and how long you're gonna be out and all the information.
[CUSTOMER][NEUTRAL] OK, so from the main page, uh, it say my coverage. It lists all my coverages and I see short term group disability. Then I go down the bottom it says upload files. Then when I hit that.
[AGENT][NEUTRAL] Yeah, so like I said, you, um, you don't have anything cause you have to have, you have to fill out the claim form and that's what you would upload, but I'm saying so since.
[AGENT][NEUTRAL] That's not gonna be on where you are, where you are now as far as the claim form, that's gonna be on our main website, which is at [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right, that's what I did. I went to that. Let me try it again, and [PII].
[AGENT][NEUTRAL] And then when you download the claim form, you would have to um
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] You probably have to print it out and then fill out your portion and then um have the doctor fill out the portion and then you would go back to your portal to upload it.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, yeah, that's what I'm trying to I'm trying to find a form to uh the um.
[CUSTOMER][NEUTRAL] To fill out that's what I'm I'm trying to get to that now.
[AGENT][NEUTRAL] So, are you on the [PII]?
[CUSTOMER][NEUTRAL] Where would I find it?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] OK, um, what does it show at the top? Does it say claims and forms at the top?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] They say workforce benefits.
[CUSTOMER][NEUTRAL] No, this one says workforce benefits that work for you.
[CUSTOMER][NEUTRAL] The how and then it says who we serve, broker, groups, individuals.
[AGENT][NEUTRAL] OK, um, do, um, hold on one click the one that says products.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] And then select disability from that drop down.
[CUSTOMER][NEUTRAL] OK, so workforce insurance product. OK, and they say disability I already got crutches on the disability.
[AGENT][NEUTRAL] And then if you scroll, if you scroll all the way down, it's gonna um give you the options for the disability claim form.
[CUSTOMER][NEUTRAL] So you just click that?
[CUSTOMER][NEUTRAL] Short term disability insurance, they scroll all the way down.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] You need to file a short term disability claim, OK, file a disability claim.
[AGENT][NEUTRAL] And at the bottom it says the claim form. That's the claim form that you would download the first one.
[CUSTOMER][NEUTRAL] Why
[CUSTOMER][NEUTRAL] I get short term disability claim form download form.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] So that's the form that you would need to um fill out.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Uh the print print it.
[CUSTOMER][NEUTRAL] So you said print this out?
[AGENT][NEUTRAL] Yeah, so give me one second. Let me, let, let me make sure it's the, the right one because you're with Universal Trucking, uh.
[CUSTOMER][NEUTRAL] And then fill it out
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you would um select the other one for the um the universal trucking, the second one.
[AGENT][NEUTRAL] But yes, you would um print that out and then you would fill it out.
[CUSTOMER][NEUTRAL] Hold on, so I gotta go back up. Oh yeah, UCBA, I say right.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, you, OK, this one right here.
[CUSTOMER][NEUTRAL] Download that one.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] The final
[CUSTOMER][NEUTRAL] OK, I see it. I'm gonna have to go to my computer and you said so once I print this out, fill it out and then submit, upload that.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And then once I get the doctors and paperwork and all that stuff then I submit that as well.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, alright, thank you for your help.
[AGENT][POSITIVE] No problem, Mr. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am. You have a good one.
[AGENT][POSITIVE] You as well and thanks for calling APL.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] Bye.