AccountId: 011433970860
ContactId: 621a383e-be0e-4dfe-96d9-3f2ea95792a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 737710 ms
Total Talk Time (AGENT): 356855 ms
Total Talk Time (CUSTOMER): 183685 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/621a383e-be0e-4dfe-96d9-3f2ea95792a1_20250122T16:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am, I just wanted to check on the claim please.
[AGENT][POSITIVE] Oh, I'd love to help you with the claim today. Do you mind if I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII] [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then, what is the policy number we're looking at today?
[CUSTOMER][NEUTRAL] 02117201
[AGENT][POSITIVE] Perfect. Let me get that pulled up.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Appreciate your patience. And Miss [PII], are you calling on behalf of yourself?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] So, unfortunately, I don't have you listed on this policy, so I wouldn't be able to provide you with any information.
[CUSTOMER][NEUTRAL] Yeah, I, he sent in uh.
[CUSTOMER][NEUTRAL] A form I didn't already to to speak.
[AGENT][POSITIVE] Let me check them out. I'm so sorry.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] All right, I do see that here. Thank you so much, Ms. [PII]. I appreciate you letting me know. Um, I will just go through the same verification process so if you could verify his date of birth for me.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Wonderful. And the mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you and then just the two other things one is the phone number and then the last is the email on file.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And then the phone number is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Perfect are we wanting to look at that latest, um, the latest claim that was processed today?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, perfect. Let me pull up the information on that one for you.
[AGENT][NEUTRAL] All right, I am, I do see like the note on here it does say let me read it to you. I'm just not exactly certain. I'm gonna need to probably transfer you to somebody in the claims department um to look at that further.
[AGENT][NEUTRAL] Um, but I do see on here it says that.
[AGENT][NEUTRAL] There was additional information needed and it said um the claim form submitted was incomplete in order uh for additional consideration to be given to your claim, please have your employer uh complete the employer portion of your claim form in its entirety. Your claim will be inactive in an inactive status until we receive it so it's just kind of pending waiting on that um and then.
[AGENT][NEUTRAL] I want to make sure.
[AGENT][NEUTRAL] That I'm not giving you the right information so I'm gonna get you in touch with one of our agents that processes these claim forms so they can tell you exactly what was missing off of it.
[AGENT][NEUTRAL] If that would be OK for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, and if I need to send it todayy I will.
[AGENT][POSITIVE] Oh, perfect. I'm gonna
[CUSTOMER][NEGATIVE] But nobody's uh contacted us to let us know anything.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Well it looks like it just got processed today so a letter would be put in the mail tomorrow uh with that information um but I will let me put you just on a brief hold and get in touch with uh an agent for you, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Hey, I am speaking to the right person. This is [PII] with the care team. How you doing?
[CUSTOMER][NEUTRAL] Alright, how you doing?
[AGENT][POSITIVE] Hey, I'm doing great. I had a quick question, um, and not really a quick question. I've got an insured on the line who has a question about a disability claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm looking at policy number 2117201.
[CUSTOMER][NEUTRAL] OK, yeah, I tell him we need the on the instruction of his claim form, it tells them that the group UTBA have to complete their policy holder portion of the claim form. If you go to my notes, I just put in notes, the person he's supposed to get in contact with and the phone number because I figured they would call.
[AGENT][POSITIVE] Perfect. You are so awesome so I actually um.
[AGENT][NEUTRAL] And I'm just like I wanna make sure I understand this correct where on the claim form because I see this sometimes.
[CUSTOMER][NEUTRAL] On, uh, listen, somebody that he pulled the wrong claim form. He's supposed to get the UTBA claim form, uh-huh.
[AGENT][NEUTRAL] Will you be
[AGENT][POSITIVE] Got you. And that, that's what's happened. OK, that was so much fun.
[CUSTOMER][NEUTRAL] Uh-huh, yeah, yeah, he, he, he must, he must have pulled the wrong claim form, but his form has to be filled out by [PII] on them and give, give him that number to contact them.
[AGENT][NEUTRAL] OK perfect and you said all that information was in the notes?
[CUSTOMER][NEUTRAL] Yeah on my notes it is. In my notes if you go to notes, I just put it in there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh my goodness, I'm sorry. I checked the EOB NT screen, but I didn't even um.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] I didn't, I'm sorry. I should have looked in the notes.
[CUSTOMER][NEUTRAL] Oh, that's alright. No, we don't, we wouldn't put that on the Air BNT. That, that, that, that code that DL 38, tell them what we need. The policyholder need the employer port in the claim form and on his claim form with UTBA claim form, it gives all this information that I got with the phone number and everything, yeah.
[AGENT][POSITIVE] Perfect and what I'm gonna do is I'm actually gonna email them a copy of the correct claim form so in the future they have it on file.
[CUSTOMER][NEUTRAL] OK, that'll be fine. OK.
[AGENT][POSITIVE] Awesome you are the best. Thank you so much for that information.
[CUSTOMER][POSITIVE] You're welcome. You have a great day bye bye.
[AGENT][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Hi, are you still there with me?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright perfect so actually I was able to get that information um for you so it looks like uh.
[AGENT][NEUTRAL] For the UBTA, the group that the benefit is through, they have an employer portion of the claim form that does need to be filled out um and it looks like the claim form that you submitted was um.
[AGENT][NEUTRAL] We have like a whole separate claim form for this particular group so I do have the contact information of who you'd want to get in touch with but I can also email you out a copy of the correct claim form just so you have it for like future any future needs you might have.
[CUSTOMER][NEUTRAL] OK, um, they just emailed that to me and um.
[AGENT][NEUTRAL] Oh, I am
[CUSTOMER][NEUTRAL] I didn't know. I just used I just used what they gave me.
[AGENT][NEUTRAL] I'm so sorry, yeah, so for your particular group, the Universal Trucking Benefit Association, they have their own claim form that's required to be filled out and the only thing that's different is they have a page that the employer is supposed to fill out and so um so I'll get you a copy of the correct claim form so that way you have it for your records and then I can give you the contact information for who we need um or who you would need to reach out to to get that portion filled out.
[CUSTOMER][NEUTRAL] OK, is it [PII]?
[AGENT][NEUTRAL] And then that's all we need.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I've spoken to her. OK, so let me um get her.
[CUSTOMER][POSITIVE] Number so I can give her a call.
[AGENT][POSITIVE] Perfect and I do see that the number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, absolutely, and then her extension is going to be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] My pleasure, and I do have the email address is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright perfect I'm getting this email filled out for you it should be coming through in just a couple moments with that updated one, and then all we need you wouldn't have to resubmit anything else, just their portion of that claim form and then once that's up we'll be able to go from there and get everything, uh, processed the rest of the way for you.
[CUSTOMER][NEUTRAL] OK, can you send it to my work email address so I can print it off?
[AGENT][POSITIVE] Oh yes, absolutely, and what is gonna be a good email address to send it to?
[CUSTOMER][NEUTRAL] OK, you can still send it to that one. I'll get it when I, um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and that's [PII]
[AGENT][POSITIVE] Perfect. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Perfect and I do have it going to both email addresses for you.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Mrs. [PII], is there anything else I can do to help you today?
[CUSTOMER][NEGATIVE] No thank you a whole lot.
[AGENT][POSITIVE] Oh, it's my pleasure. Absolutely you should see this email pop through in about 2 or 3 minutes, um, not too long, I'm almost finished typing it out for you and then.
[AGENT][POSITIVE] If there's anything else you need, please give us a call we're here to take care of you.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] My pleasure, thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.