AccountId: 011433970860
ContactId: 4cf0b549-8928-41f9-91f6-4ed893cf6c11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1707869 ms
Total Talk Time (AGENT): 539461 ms
Total Talk Time (CUSTOMER): 1154232 ms
Interruptions: 21
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/4cf0b549-8928-41f9-91f6-4ed893cf6c11_20250407T12:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing, [PII]? my name is [PII]. uh, I have a question for you if you don't mind, uh, but you probably have some questions for me first to find out who I am, so I'll let you begin.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Mr. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] I knew you were gonna ask about the policy number. Hold on one second, let's go with the phone number. The phone number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm looking for my policy number because I had it written down, but I know you can also go by my social security number, so let me see what I, let me see what I, let me see what I can find here on the policy number because you know it's funny I write these things down and for some damn reason when I want them again I can't find them, so I'm gonna give you one of my policies, yeah, um, I'm gonna give you one of my policy numbers uh.
[AGENT][NEUTRAL] Mhm, I can.
[AGENT][NEUTRAL] Like a pen.
[CUSTOMER][NEUTRAL] Uh, let me see here, let me see here, let me see here.
[AGENT][NEUTRAL] I think I spoke to you before. Did your sister make you call?
[CUSTOMER][NEUTRAL] I did call you before and I remember talking to you as a matter of fact I wrote your name down. So, uh, here's the thing though, that's why I'm calling. I don't have any disability forms and I think uh you were gonna try to send it to me to my phone or it was gonna be mailed to me, but I didn't get anything in the mail right now all I have is one form and I'm gonna ask you a question.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm gonna need a form, I'm gonna need a disability form from the doctor to send to you and I'm also gonna need a disability form from my employer to send you, am I correct?
[AGENT][NEUTRAL] So the farm.
[CUSTOMER][NEUTRAL] Basically, I'm gonna need two different.
[AGENT][NEUTRAL] No, it's one form. The form that I sent you has 3 parts. You, you want me to wait, let me go into your, I don't want to confuse people. Let me go into your policy. Um, what's your social?
[CUSTOMER][NEUTRAL] OK, let me look, let me, let me, let me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's for disability.
[AGENT][NEUTRAL] OK, I just found that it's coming up now. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to find the one that I had in front of me. I have one, is this it? No, it's an accidental car.
[CUSTOMER][NEUTRAL] I had a form in front of me here just a second ago.
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEGATIVE] Pain in the butt.
[AGENT][NEUTRAL] OK, so yeah, I sent the direct deposit form and the universal trucking um disability claim form and um
[CUSTOMER][NEUTRAL] OK, hold on, hold on. A claim, well, that's an accident claim form. I need a disability claim form, correct?
[AGENT][NEUTRAL] Right, it's, I mean.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] It's gonna say disability at the top. It's gonna say ATL in big bold metallic letters and then across from it, it's gonna say disability form, correct?
[AGENT][NEUTRAL] Correct. Um, I'm pulling up a copy now because yours is for UTBA, so I'll be able to describe it exactly, but while I'm waiting for that, can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, my email address is [PII]. What else did you ask me?
[AGENT][NEUTRAL] Your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 38
[AGENT][NEUTRAL] OK, so at the top of the um form it says UTBA.
[CUSTOMER][NEGATIVE] I can't, I can't, I, I, yeah, I can't do that because I'm trying to find it.
[CUSTOMER][NEUTRAL] That's what I'm saying. We're, we're on two different tracks. We, we, we're on 2 different tracks. I had them.
[AGENT][NEUTRAL] This is actually what it looks for, right?
[AGENT][NEUTRAL] I mean, you asked me what it looked like.
[CUSTOMER][NEUTRAL] Ah yeah, that's, that's OK, wait a minute this is.
[AGENT][NEUTRAL] So I'm just telling you what it says at the top of the paper, so you can find it.
[CUSTOMER][NEUTRAL] OK, go ahead, go ahead.
[AGENT][NEUTRAL] So at the top of the paper, it says UTBA disability claim form.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] But if you don't have that, we just mailed it to you. I mailed you a direct deposit form and the claim form on [PII], but it's coming from [PII], so.
[CUSTOMER][NEUTRAL] Alright, let me.
[AGENT][NEUTRAL] Depending on where you are, I doubt it's there by now.
[CUSTOMER][POSITIVE] OK, well I've got, well, I, I guess what I'm trying to say to you, and is this, I actually have a form here that's why I was, and I had it in my hand, uh, as I was getting ready to call you. I think I'm getting a little bit too excited here and I was just trying to verify that I may, I may actually have one. So if I got two, that's even better but since I got you on the phone, I'm gonna ask you a simple question, um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is this it? Yeah, this is it yeah this is it. I got it here. So I've actually got a form in my hand right now, OK? It says APL in the upper left corner. It says disability claim form in the format and then when I open the page up, it's got uh the statement of the insured disability claim. My question for you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's the same one I just asked.
[CUSTOMER][NEUTRAL] Is this same form gonna be filled out by both my employer and?
[CUSTOMER][NEUTRAL] My doctor, or do I need two separate forms, one for the employer and one for the doctor? That's my question.
[AGENT][NEUTRAL] Mhm. It's one form with three sections.
[AGENT][NEUTRAL] You'll fill out the statement of insured.
[CUSTOMER][NEUTRAL] OK, so let me count how many sections.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The doctor fills out the attending physician statement.
[AGENT][NEUTRAL] And your employer fills out the, the employer section. So it's one form, it's multiple pages.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, see, this is what I'm looking at right now. Just, I mean, I know you can't see. I'm just gonna describe it to you. I got a cover letter with that information on it. Uh, it's got page, well, it's got page, uh, 3 of 8. I don't know what that means, but anyway, it's got, uh, statement of the insured that would be the part that I filled out correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, yes, sir.
[CUSTOMER][NEUTRAL] And then uh it goes on to some other information then on the next page it shows uh.
[CUSTOMER][NEUTRAL] Uh, physicians, first name, last name, that would be from my physician, I assume. Uh, this last portion, this last portion, um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Looks like it has a tending physician statement.
[CUSTOMER][NEUTRAL] And then towards the end here it looks like it has disability claim form. I don't know if that's for the employer or not. That's where I'm kind of confused that where does my employer fill out their portion at?
[AGENT][NEUTRAL] So at the top of the page that you just described, does it say J4? I'm trying to make sure I'm where you are.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Uh, at the top of the page, are you talking about the first page or?
[AGENT][NEUTRAL] Like where you see APL?
[AGENT][NEUTRAL] Um, the one you just asked about that says.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, the top of the page where it says APO disability form just says file claiming using online da da da. It doesn't say anything about anything.
[AGENT][NEUTRAL] There's a, there's a letter at the top somewhere. Each page has one. That's how we, that's how you know which sections to fill out.
[CUSTOMER][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] What page, what's the page number you're looking at?
[CUSTOMER][NEUTRAL] This says section.
[CUSTOMER][NEUTRAL] Uh, after I look at the cover letter, I'm looking at section A and it says page number 2 of 8, that's at the bottom, but it says, uh, statement of the insured at the very top below the disability form and then as you go down further, it's, it's asking you for income. I'm assuming that this is all stuff that I have to fill out.
[AGENT][POSITIVE] OK, I got you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's your part. Mhm. And then on page 6.
[CUSTOMER][NEUTRAL] OK, so now I'm gonna move.
[AGENT][NEUTRAL] Follow my lead. OK, hold on.
[CUSTOMER][NEUTRAL] So now I'm gonna move to the next page.
[AGENT][NEUTRAL] On page 6.
[AGENT][NEUTRAL] Where it says attending physician statement.
[AGENT][NEUTRAL] And it says instructions for physician.
[CUSTOMER][NEUTRAL] Uh, let me see, attending position.
[CUSTOMER][NEUTRAL] Let me see here. OK, attending physician statement. OK, I'm, I'm there with you. All right, what, what about that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, you see instructions for the physician and then it has the two bullet points and it says J1, J2, J3. That's what I was trying to see where you are. So on page 7.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, all I have, Anna, just so we can slow it down a little bit, is I have the form with the attending physician, but I don't see any letters that says anything about a J or anything. All I see is the page. It says attending physician is asking for the patient's first name and last name, date of birth, uh, it wants, uh, I assume this is the physician to give date of symptoms and things of that nature. Then when I moved to um.
[CUSTOMER][NEUTRAL] The next section here, it says date of treatment condition, attending physician acknowledgment and signature, uh, physician's office location, and then right behind it on the same page.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got a K2, I got a K4, but I don't have a J anything.
[AGENT][NEUTRAL] The J is right there at the top, J for treatment.
[CUSTOMER][NEUTRAL] It says employment status.
[AGENT][NEUTRAL] It's OK. I know where you are now. You have the UTBA disability claim form. At the bottom of on page 8, that's the section that your um employer fills out. It's just a status of trucker statement.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Status of trucker statement.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] But you know what, the regular one has it on it. The, the reason I'm asking these questions is because there's a disability claim form and then there's a UTBA disability claim form and technically you are with Universal Trust me. So, go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, evidently, this, yeah, this, this, this thing I'm holding in my hand must, must not be up to date or something because the only letter that I see, I know you, you've been saying J for a minute, I don't see a J anywhere. All I see is a K on the very last page of, of all the stuff that I have in my hand, I'm looking very carefully to see if I can see a uh a letter. I see D, I see E, I see G. Hold on one second.
[CUSTOMER][NEUTRAL] Uh, this one here it just says a bunch of scribbles scrabble has H but it doesn't have anything to fill out and then the next one I'm going to, wait a minute, maybe I missed this, but what does this say?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Does this say anything about [PII]?
[CUSTOMER][NEUTRAL] This says authorization request including protected health information.
[CUSTOMER][NEUTRAL] Uh, it doesn't have any letters. It just has APO policy number, uh, print name, and that's about it. But no, it doesn't have anything about a letter, so I'm gonna wait for the one that you sent me. Wait a minute, wait a minute, is that [PII]?
[AGENT][NEUTRAL] Wait, wait, wait, just hold on, just hold on. On the attendant.
[CUSTOMER][NEUTRAL] Yeah, J1, J1, J1.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] J1 I see it now, J1J2.
[CUSTOMER][NEUTRAL] I finally found it J1J2J3.
[AGENT][NEUTRAL] So that's the section that your doctor is going to fill out. The section to answer your question, the section that the employer fills out is going to be
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, this case section, but let me make sure I'm not switching forms. Hold on one second because it's 2 of them.
[AGENT][NEUTRAL] Where you saw those, the letter K, it should say either, it'll either say policyholder statement or statement of trucker.
[CUSTOMER][NEUTRAL] That's what it says.
[AGENT][NEUTRAL] OK, so that's the section.
[CUSTOMER][NEUTRAL] That's what it says policyholder statement.
[AGENT][NEUTRAL] That's the section that your employer fills out.
[CUSTOMER][NEGATIVE] OK, so it's just these forms. So you know what I'm gonna do, [PII]? Because you already told me something I didn't, I forgot that that's why I called. I'm gonna wait for that one that you sent me. That's the one I'm gonna use to take to my doctor's office and to my, I'm not gonna use this one. I'd rather use the one that you're gonna send because I got this. I don't know how long I've had this thing from you guys. I think I got this when I first, uh, signed up for the policy over a year or so ago, so I'm gonna go with the one that you're gonna send.
[CUSTOMER][NEUTRAL] Uh, you say it should be here within a few weeks or so?
[AGENT][NEUTRAL] Well, yeah, she, we mailed it out on [PII], um, but it is coming from [PII].
[CUSTOMER][NEUTRAL] So today is [PII].
[CUSTOMER][NEUTRAL] What does that mean? It's gonna come like sometime over the rainbow or something?
[AGENT][NEUTRAL] I mean, it's
[AGENT][NEUTRAL] It's US mail, so we can't really guarantee, you know, but um we did mail it out on the [PII], but let me ask you this.
[CUSTOMER][POSITIVE] I'm just being funny.
[CUSTOMER][NEUTRAL] Well, if I don't get it, if I don't get it this week, I would think, oh go ahead, go ahead, I'm sorry.
[AGENT][NEUTRAL] On page one of the form that you have, what's the PO box at the bottom or any of the pages it's on all of them.
[CUSTOMER][NEUTRAL] Uh, let me see, PO box. You said it should be at the bottom?
[AGENT][NEUTRAL] Mhm. It'll have a PO box, our phone number, and the fax number.
[CUSTOMER][NEUTRAL] Alright, let me answer that question for you. Let me see here.
[CUSTOMER][NEUTRAL] Uh, so far I don't see anything, but I have been wrong before, so let me keep looking.
[CUSTOMER][NEUTRAL] Uh, I don't see a PO box. I don't see a uh.
[AGENT][NEUTRAL] Look at page one.
[AGENT][NEUTRAL] Or let me see what other page.
[CUSTOMER][NEUTRAL] OK, here, right, page one, page one, here's the PO box. I got it, got it. [PII] 248,950. [PII], uh, it gives me a phone number, uh well not a phone number, it gives me a.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] I just wanted to see if it had the, if it was, go ahead.
[CUSTOMER][POSITIVE] It gives me
[CUSTOMER][NEUTRAL] OK, it gives me [PII].
[CUSTOMER][NEUTRAL] [PII], uh, zip code [PII]. It gives me a phone number [PII]. It gives me a fax number [PII].
[AGENT][NEUTRAL] Yes, I just wanted to know if they had that, if it was that [PII]. If so, which it is, you can use this form, this is our new form. The other one said [PII], so I just want to make sure you had a new form, but it's up to you.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, so I can use this, yeah, I'll use this form, uh, but, but I'll try to wait. I'll give it, I'll give a little bit of this week. I mean, because like I said, my concern based on the conversation we had the last time this thing is gonna happen in June. I don't want this thing to be a rush job all at once. I wanna be able to get this stuff set up so that by the time that date approaches this is already done, we're all on the same page so.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You don't have nothing to worry about, right.
[CUSTOMER][NEUTRAL] Yeah, so, uh, basically, uh, since you've already sent it, I'll give it.
[CUSTOMER][NEUTRAL] Till midweek and see if the form shows up. I know the post office can be kinda.
[CUSTOMER][NEGATIVE] Kind of slow.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You know, uh, and see what happens, but if it doesn't, uh, I'll go ahead on and have them fill this out and, um, once this is filled out by both parties, I'm assuming it's gonna be my responsibility to see to it that you guys get this form or or is it my employer they fax it to you? How, how do you guys want this?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, it's been both. It's really up to you. If you want them to give you your forms back and then you send everything together, you can, or if you want them to fax it, they have the fax number at the bottom, they can fax it directly to us. So it's, it's up to you. I've seen it both ways.
[CUSTOMER][NEUTRAL] OK, well, I wanna get it done as soon as possible, so I'll probably have, uh, the doctor fax his portion, then I'll have, uh, the employer fax their portion, but I definitely wanna make sure I fill out my portion too, so, um, that's the first page here so I guess I'll get.
[AGENT][NEUTRAL] And make sure you stay on the doctor's team.
[AGENT][NEUTRAL] To make sure they get the documents sent in.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I said make sure you stay on the doctor's team to make sure they get the documents sent in because sometimes the doctors drag too, so we don't want them to hold, hold you up.
[CUSTOMER][NEUTRAL] When you say, when you say doc, when you say, when you say, when you say documents, [PII], what do you mean?
[AGENT][NEUTRAL] The claim form that they're filling out the the document.
[CUSTOMER][NEGATIVE] 00000, yeah, yeah, yeah, yeah. No, well, I'm gonna tell them that because, well, I, I'm gonna tell them like this, and uh, I mean, you know, from one person to another since we didn't already talk. This is important because without this being done, I can't do the surgery cause this is how I get paid to pay my bills while I'm on, uh, while I'm on disability.
[AGENT][NEUTRAL] Make sure you stay on them so they don't.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] You know, so if they want, so if they wanna play games, then they're playing games themselves cause I'll be like, look, this surgery that we're talking about, you can't get, there you go. Thank you.
[AGENT][NEGATIVE] If I can't get paid, you can't either.
[CUSTOMER][NEUTRAL] That's exactly what I'm saying. You know, so you better go ahead and do this and get it and get it done, and you better be clear about the date that we're gonna do because I think the last time I used you guys, that was an issue. The girl told me that uh well, we have to know the date. It came down to we have to know the date that this is gonna start so that we know when to uh disperse.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh, you know, uh, the money and whatnot. Without the date, we don't know because she told me she broke it down to me, she said, Mr. [PII], this is all about fraud. You know, we have to protect ourselves because people, you know, have a tendency to commit fraud, you know, false claims and whatnot. So the reason why we need to know the date is so that we know that this is legit and this is when it's gonna be necessary to disperse funds to you and what the funds will be based on the time that you're gonna be off. So I'm gonna emphasize.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] to the doctor, OK, you need to make sure that you put the date or week of month, what month the surgery is gonna happen and whatever else they, they go, they're gonna probably ask me for because I know the last time I used it, that's, that's what became a problem.
[AGENT][NEUTRAL] Yeah, make sure it shows the date that you're going to be out, so we know you're not working anymore, so you're not getting that paycheck and then the return to work day and then we'll be able to calculate.
[AGENT][NEUTRAL] Based on the time you're out, you know.
[CUSTOMER][NEUTRAL] Yeah, because right now, yeah, yeah, because right now, the way I understand it from uh the doctor's office, it could be anywhere between, from the time of the surgery. It could be anywhere between 4 to 5 to 6 months or longer depending on how I heal from the knee surgery. So, I don't know, I've never had surgery like that before. So, I'm just gonna stress that to him. When you put down um time frame.
[CUSTOMER][POSITIVE] Be generous with it because I don't wanna have to have to try to hobble over here. Yeah, I don't wanna have to hobble over here on one leg and hit you upside the head with my big leg or something, you know, I mean.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm looking up your um benefits. I think it was a year max, but I'm about to look it up, but yeah.
[CUSTOMER][NEUTRAL] Ah.
[AGENT][NEUTRAL] I believe it was a year. It's coming up now though, but that's exactly right. I would, um, as long as they have those two dates, you'll be fine with your um benefit amount, but, but yeah, we do need that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll get this. I'm gonna get cracking on this really right away because I don't want this to linger. Um, I'm gonna call his office first to make sure that there's somebody there. I'm gonna stress to them what they need to do. I'll start with them first and, uh, I'm wondering now this is a question for you, the portion that they need to fill out this thing is all stapled together, so, uh, should I separate it and then go to my employer with that portion?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then have them fill it out and then have them fax it. That would probably be smarter, wouldn't it? Or should I just put it all together and then get it together and then fax it all in one bundle? I think that would probably be better, right?
[CUSTOMER][NEUTRAL] Because that way you wouldn't have all these different sheets coming at you at the same time you'd have one set of sheets from one source coming all filled out from the doctor and the employer.
[AGENT][NEUTRAL] Right, it now I I can't really advise you on that. It's your preference because I don't know how your doctor's office moves. Sometimes, you know, people, they know they're speedy, so they'll just send it and have them send it to us and some will be like, I can't get my doctor on the phone, so I'm gonna go up there and take it and then I'm gonna fax it, so I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It depends
[CUSTOMER][NEUTRAL] All right, well, let me, uh, let me, let me get cracking on this and uh I know it's asking me something about federal withholding.
[CUSTOMER][NEUTRAL] Uh, uh, federal income tax withholding, uh, specified dollar amount da da da da da.
[AGENT][NEUTRAL] That's your um employer's part.
[CUSTOMER][NEUTRAL] Oh, is it?
[AGENT][NEUTRAL] Mhm, that's about the taxes.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK.
[CUSTOMER][NEUTRAL] OK, OK, alright, because I, so the top portion I'll fill out then the bottom portion they'll fill out.
[AGENT][NEUTRAL] Let me see, hold on.
[CUSTOMER][NEUTRAL] Because it's asking me at the top.
[CUSTOMER][NEUTRAL] I'm in that section B and A of this thing. Uh, it's asking me about insured's name and uh date of birth and home phone number and then it goes down to the uh source of income and then it's asking me uh for E is uh.
[AGENT][NEUTRAL] Oh, that part, that you're on section E?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Well, I'm just saying I mean you said that's for the.
[AGENT][NEUTRAL] That's the question you're asking?
[CUSTOMER][NEUTRAL] Yeah, you said that's for the employer to fill out?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so no, this part is I'm glad I looked, the employer does have a part that they ask about taxes, but this is asking you, do you want taxes taken out of your disability money you're getting from us?
[CUSTOMER][NEUTRAL] Ah,
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Well, I probably say no, but then again, come tax time what I, I, I'm gonna get caught up, right?
[CUSTOMER][NEUTRAL] Uh, I'm probably gonna say no, but yeah, so I feel that out then is what you're saying.
[AGENT][NEUTRAL] When I was on my, uh, well.
[AGENT][NEUTRAL] Yeah, you do fill that part out.
[CUSTOMER][NEUTRAL] No, I wanna hear, yeah.
[AGENT][NEGATIVE] Well, just for me personally, from, I definitely said no because I need all my money and I was out for, I mean, I had to learn how to walk again.
[CUSTOMER][NEUTRAL] Yeah, when you're on yours, you, you.
[CUSTOMER][NEUTRAL] Well, I'm the same way, yeah, I, I, I'm gonna say no. So I'm the one that's gonna, so I'm the one that's gonna fill that out there, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK. OK. All right. Well, listen, [PII], as always, you've been helpful. I, I just wanna make sure I'm approaching this the right way cause I remember the last time I went through this, it was a nightmare because I didn't have a full understanding of what was going on. And I wanna make sure I have the understanding. So what I'm gonna do is, um, while I got you on the phone, I'm gonna go to the doctor's office first.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] I'm gonna have them fill out their portion of it. I'm gonna I'm gonna give it and I'm gonna receive it back. I'm not gonna leave it. I'm like, no, I gotta have this right now if you guys can't fill it out while I'm here, I can't deal with it. I gotta have it filled out now. I gotta have it back now and then I'm gonna go to the employer's office and the same thing is gonna apply and then I'm gonna have the employer, my employer fax all this to you guys and hopefully that'll be it and that'll be that. What do you think?
[AGENT][NEUTRAL] It sounds good, but
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Keep in mind,
[CUSTOMER][NEUTRAL] But, but what?
[AGENT][NEUTRAL] Just coming from my, from my doctor's office. When we get paperwork,
[AGENT][NEUTRAL] They're most likely not gonna fill it out that same day. They're gonna take it and have the doctor fill it out. You may, they may tell you to come pick it up, but they're not gonna do it the same day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's just being honest.
[CUSTOMER][NEUTRAL] Oh, I, I believe that. So, I, I, yeah, I believe that. Oh, that's fine with me as long as they understand, uh, as, as we were joking earlier, you got to give me this thing with as much uh quickness because without it.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And all bets are off. I mean, like you said, I like the way you said if I don't get paid then you ain't gonna get paid.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] I mean, really, that's what it comes down to. What do you think I'm gonna do? I'm gonna sit up here and let you carve me up like a turkey and all of a sudden I can't pay my bills. I definitely can't pay you all. Yeah, so that makes absolutely no sense. So, yeah, I will, yeah, OK. I, I'll do it that way. You're probably right, uh, I'll drop this off. I'll give them a day or two. That's about as much as they need and they can fill this thing out. And if I'm not mistaken, it's clear which portion they need to fill out here on the form. So, yeah.
[AGENT][NEUTRAL] It's the truth.
[AGENT][NEGATIVE] And then I can't live, no.
[AGENT][NEUTRAL] Now what you can do is say,
[CUSTOMER][NEGATIVE] Cause I, I never
[AGENT][POSITIVE] You can say to them, this is urgent, it's expedited, this is for my short-term disability, and that might give them some urgency. Now when people said that to us, we did prioritize them because we know people need their money. So maybe they'll move like that too. So I would definitely say it's urgent. I'm starting my disability claim, uh, you know, process.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You know, [PII], I, I hate to sound funny, but I know I sound funny. If these people think I'm [PII] or [PII], they're stupid as hell. I mean, I can't sit up here and let you carve me up like I tell you. Oh, just, just take your time with the knife, carve a slither off my knee, and I'll be fine. No, I'm not gonna be fine unless you sign this paperwork, and I'm not gonna let you touch my knee. OK? So yeah, so yeah, I'm gonna let them know.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Right, but it's the truth though, yes.
[CUSTOMER][NEGATIVE] You know, I mean, it's, it's, it's, I mean, I hate to make it sound obvious, but it would be ludicrous for them to think, oh, Mr. [PII], just wash your butt on in here and let us do our thing and then pay us. Where's the money coming from? How? You know, I ain't rich.
[AGENT][NEUTRAL] And then whatever happens with you happens, no, right.
[CUSTOMER][NEGATIVE] Yeah, yeah, it don't work that way. Come on now.
[AGENT][NEUTRAL] Usually it's usually it's 3 days at the most. Now, if it's more than 3 days, that's, that's a bit extreme. Usually we, um, you can get forms back, 72 at the most for sure.
[CUSTOMER][NEUTRAL] But yeah
[CUSTOMER][NEUTRAL] Well, I'm gonna call them uh this morning. I'll call their I think they get in their office around about [PII] or so. What time is it right now? Let me see. Yeah, they get in their office around about [PII], so I'll get them to about [PII], [PII], and I will let them know I am gonna be bringing over a form and do not dispose of it, keep it in the envelope or whatever, and I said give it back to me after it's filled out and then I will march it over to my employer's office and then like I said it'll all be intact.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] And I trust my employer. I know that she's very efficient, so she will fax off everything with the number down here at the bottom.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And uh that'll be it and hopefully this will be resolved and that'll be one less hurdle I got to worry about because this has been on my mind since the last time I talked to you. I said I thought she was supposed to send me something. I'm looking and looking so then I went through my files and I found this form that we're talking about. I'm like, well, I already got one. I said, well, let me call her and make sure this is up up to date. That's why I called. And then I had other questions as you already know, but yeah, I wanna get this resolved before uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I wanna get this resolved before I.
[AGENT][NEUTRAL] And it's necessary.
[CUSTOMER][NEGATIVE] It is necessary, but you know, like you said, they'll sit up and pretend like, well, you know, we gotta take our time with this. Well, you know, I'm gonna take my time letting y'all operate on me because I ain't got no money.
[AGENT][NEUTRAL] I need all my ducks in a row before I go under.
[CUSTOMER][NEUTRAL] I, you know.
[CUSTOMER][NEUTRAL] Before I go under, thank you. Yes, ain't nobody gonna swing down from a.
[AGENT][POSITIVE] Because I need to know when I come out, I'm good, right.
[CUSTOMER][NEGATIVE] Yeah, because I don't wanna be worried about no money coming out like, well, Mr. [PII], you owe us. I'm like, well, what do you want me to do?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, thankfully you started early, so you won't have this issue because this, you'll be done by the, I mean, depending on how long everything takes, but by the end of this month, you should have everything in order. It, it doesn't take that long once we get the forms.
[CUSTOMER][NEUTRAL] But OK, uh.
[CUSTOMER][POSITIVE] [PII], I pray to God that you'll tell, I, I, I pray to God that you're right. That's all I'm gonna say. I pray to God that you're right, cause I, I tend to think that man, things have a way of going wrong and I don't feel like being bothered with that.
[AGENT][NEUTRAL] Probably about a week.
[AGENT][NEUTRAL] I mean, well, if that's what you put in the air, that's what you're gonna get back, but we gonna say it's gonna be done, so we don't have to worry about this.
[CUSTOMER][POSITIVE] OK, OK, OK, you sound right. OK. I'm, I'm with you on that. Listen, thank you. uh, thanks for the help. I'm gonna get on this.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, Mr. [PII]. Well, thank you so much for calling APL. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] I'm good to go thank you.
[AGENT][POSITIVE] All right. You're welcome. Have a great week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.