AccountId: 011433970860
ContactId: 4d51b213-723a-49ed-a8d3-d4190f3b535a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500959 ms
Total Talk Time (AGENT): 233698 ms
Total Talk Time (CUSTOMER): 108214 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/4d51b213-723a-49ed-a8d3-d4190f3b535a_20250319T16:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing, [PII]? I'm calling to verify that I have uh insurance with you folks because I never received an insurance card.
[AGENT][NEUTRAL] OK, I can look up and see if you have a policy with us, sir. Can I please get your name and your um.
[CUSTOMER][NEUTRAL] My name is
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, uh [PII]
[AGENT][NEUTRAL] OK, and [PII], what's your callback number just in case our call gets disconnected I'll be able to call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and since you don't know your policy number, would you be able to give me your social, and that'll pull in all the policies you may have with us?
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look and see if I can find any policies for you.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then I'm also going to need for you to verify your address, phone number, and email address that you have.
[AGENT][NEUTRAL] On the policy.
[CUSTOMER][NEUTRAL] Um, on the policy should be, you got [PII] or it might be my, um, my PO box which is um [PII].
[AGENT][NEUTRAL] OK, I'm sure.
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or you might have something in [PII]?
[AGENT][NEUTRAL] No, sir. I'm showing that, um, let's see.
[AGENT][NEUTRAL] We have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yeah, I had changed that. I didn't know if it got changed or not.
[AGENT][NEUTRAL] OK, so what do you want it to be, sir? What's the correct?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII] with [PII], is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, let me go in there and update that for you real quick so we can make sure that we have the right one in there for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's gonna be just a sec.
[AGENT][NEUTRAL] OK, I believe I have it.
[AGENT][POSITIVE] Changed for you. I just wanna make sure it's stuck this time because if it was changed before it didn't stick. OK, it's stuck we've got it now we've got it correct.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so I, you're very welcome. I do show that you have one active policy with us and that is the short term disability.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] OK. Um, I sustained an injury.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I, I don't know how this, this works, um.
[CUSTOMER][NEGATIVE] It, it wasn't explained to me at all, so.
[CUSTOMER][NEUTRAL] Maybe I'm covered, or maybe not.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Right. So short-term disability is for, um, are you able to work still with your injury?
[CUSTOMER][NEUTRAL] Not right now. I've been placed out since the [PII].
[AGENT][NEUTRAL] Oh wow, OK, so what I'm going to do is there's two ways you can file a claim.
[AGENT][NEUTRAL] You can do it through our online service center which I can give you that site so you could do it all by the computer if you want to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you, if you go to secured, [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And sign up for the online service center.
[AGENT][NEUTRAL] You're gonna, the first option is gonna be new user and then the second option you're gonna choose is you're an individual with an APL policy.
[AGENT][NEUTRAL] And the rest of it is just.
[AGENT][NEUTRAL] Figuring out what you wanna use for your um your.
[AGENT][NEUTRAL] Uh, user name and then your password.
[AGENT][NEUTRAL] And you can file claims there or you can go to another site let me give you another site you can go to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is, it's the same as the other one without the secured, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once you get in there you're gonna go to claims and forms.
[AGENT][NEUTRAL] And you're going to choose the short term disability claim form for UTBA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll need to fill that out.
[AGENT][NEUTRAL] Your physician will have to fill out their portion.
[AGENT][NEUTRAL] And your employer will have to fill out their portion.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you if you need to, uh, you can either fax it in or you can mail it in.
[AGENT][NEUTRAL] And let me give you the fax number.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] I got, I got onto the um online portal.
[AGENT][POSITIVE] OK good good so you can just do it that way?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK perfect and the reason why you didn't get a card is because we don't send cards for short term disability.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But let me give you your policy number.
[AGENT][NEUTRAL] It's 2574819.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so you're welcome and on that claim form that top portion, the very first page, the top portion tells you what you need to send in the very little statement up at the top.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEGATIVE] Uh, no thanks.
[AGENT][POSITIVE] OK, well you have a good day and thank you for calling [PII] sir.
[CUSTOMER][POSITIVE] Alright you too thank you.
[AGENT][NEUTRAL] Bye-bye.