AccountId: 011433970860
ContactId: 690b73bd-3450-4cd3-9457-ef80e2ce6e35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1892920 ms
Total Talk Time (AGENT): 331191 ms
Total Talk Time (CUSTOMER): 367926 ms
Interruptions: 7
Overall Sentiment: AGENT=0.4, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/690b73bd-3450-4cd3-9457-ef80e2ce6e35_20250320T16:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Hi young lady, I hope you have a good day. My name is [PII], and I, I receive benefits from you guys and I'm actually calling to get, uh, see if you will email me the form that I sent you from my employer, uh, about, uh.
[CUSTOMER][NEUTRAL] Uh, my employment uh status because I'm, I'm trying to get food stamps and and they, they require, uh, uh.
[CUSTOMER][NEUTRAL] That that proof of my employment.
[CUSTOMER][NEUTRAL] Uh, I was wondering maybe if you have it, maybe you could just email me a copy of it.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me see what I can find, um, Mr. [PII]. Um, may I have a callback number just in case we get disconnected, and may I have the policy number?
[CUSTOMER][NEUTRAL] OK, uh, the phone number is [PII].
[CUSTOMER][NEUTRAL] And can we use my social?
[AGENT][NEUTRAL] Um, bear with me just a second. Let me pull another system for the social, OK? One moment.
[CUSTOMER][POSITIVE] OK, sorry about that.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mr. [PII], for security, may I have your date of birth, mailing address, and email address?
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] Uh, I live at [PII] and my email is uh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, you said you're looking for the employer's form?
[CUSTOMER][NEUTRAL] Yeah, oh, yeah, I was wondering if y'all just had a copy of it that you could email me.
[CUSTOMER][NEUTRAL] Uh, it's just a part from my employer that's telling you how much money I made and stuff.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, oh yeah, I'm still employed. I know that because I wouldn't you know.
[AGENT][NEUTRAL] OK. Um, let me check and see what I can do, um, if I'm able to get a copy of that, OK? One moment, Mr. [PII]. You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, thank you so much.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding, Mr. [PII]. I do apologize for the long wait. Um, I, I did not find one with the amount that you're making. I have a lot of documents that I don't, I didn't see one with the amount that you're making.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] OK, well all I really need is just proof that he's still sorry it's his wife, um, just proof that he's still employed that's all we need from you guys. Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, OK. So, we, um, usually you get that through the employer, um, let me see who.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I know I could have called them and everything, but I just thought since you uh had that format that that I could just get a copy, but it's, it's not if it's any trouble, I can contact.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Have you tried contacting Universal Trucking?
[CUSTOMER][NEUTRAL] Uh, no, it's, uh, Midwest, I mean, uh, what am I talking about Midwest Western Flyer, yeah, uh, no, I thought it'd be just faster with you guys because it's hard getting through that to their department because the drivers keep bugging them all the time. Yeah, they don't wanna, they, yeah, because it's got, they got 3000 trucks and, and them drivers.
[AGENT][NEUTRAL] Western Flyer.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, I understand.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and I didn't find any document that says an amount. Um, I have um like information about your disability and everything, but I didn't find one with an amount.
[CUSTOMER][NEUTRAL] OK, well that's OK. Can I get, can I get that, um, just, just something with Midwest, I mean a western flower on it.
[AGENT][NEUTRAL] Uh let me see what I said.
[CUSTOMER][NEGATIVE] And I'm sorry, it's just I'll never be able to get it through them because they, they don't call back.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEGATIVE] But like they got so many truck drivers that keep bugging them they don't even answer the phone.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] You know they got dispatchers, but since I'm not actually working I don't have a dispatcher that could do it for me.
[CUSTOMER][NEUTRAL] Uh, but if I had a dispatcher, they could get the information on me, but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. Um, I'm not sure if this is gonna work because the information is a little bit blurry, um.
[AGENT][NEUTRAL] Let me check and see if this is something I can send to you because, yeah, um it's just general information and yeah, it has a signature and everything, so let me make sure I can send this out, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Fer.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] Fine, how are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, OK, let me tell you what's going on because I am not finding what I need. OK, I have a member on the line that he has a disability policy and he said he's needing a copy of the employee's form that was sent to us, sent to him.
[AGENT][NEUTRAL] Um, and I did not find that. Um, I checked the most recent documents and I don't see that. So I'm not sure if we did receive one or I mean because the claims have been paid, so I'm just confused, where is the copy of that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] Yes, 235-62992.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you said he'll need a copy of the insurance section of the form?
[AGENT][NEUTRAL] The employer's section of the form.
[CUSTOMER][NEUTRAL] Oh employer OK let me take a look.
[AGENT][NEUTRAL] And is that something we can do? Can we send that out?
[CUSTOMER][NEUTRAL] His the employer section of the form, not if he didn't submit it to us.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't, I don't think he did. I think the employer sent it to us or something like that because he don't have a copy.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Let me see what we have here.
[AGENT][NEUTRAL] But I didn't find it unless I miss.
[AGENT][NEGATIVE] Missed it some job, I didn't see it at all.
[CUSTOMER][NEUTRAL] Mm looks like this claim incurred back in incurred back in April, so let me see if I can find the most recent employer form because it'd be.
[CUSTOMER][NEUTRAL] It might be some claims back. Let me see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let's see, most recent mail.
[AGENT][NEUTRAL] Because I see one, an old one back in [PII], but he signed that one.
[AGENT][NEGATIVE] So, that will not be it.
[CUSTOMER][NEUTRAL] Yeah, I'm having to look through each piece of mail to see when we originally got the uh employer form, so give me a moment.
[CUSTOMER][NEUTRAL] So far I'm not finding it, but I'm still looking.
[CUSTOMER][NEGATIVE] Hm, so far I'm still not finding it.
[AGENT][NEUTRAL] Mhm. No, I, I really.
[CUSTOMER][NEUTRAL] Still looking.
[AGENT][NEUTRAL] Yeah, I, I went to all of them, including 2024. I didn't see anything, so I have.
[AGENT][NEGATIVE] No idea how this one was paid or I don't know.
[CUSTOMER][NEUTRAL] And so far, I'm only seeing the physician, I mean, the insurance statement and the physician stuff.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that's what I keep finding as well, because it was sent like a lot of times, like multiple times.
[CUSTOMER][NEUTRAL] Yeah, that's what I keep seeing too so far.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, what is this one? Nope, that's not it still.
[CUSTOMER][NEUTRAL] OK, let's see this.
[AGENT][NEUTRAL] OK, I found one,
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I think that's it. I'm not mistaken.
[CUSTOMER][NEUTRAL] And which male you said you under? April what?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 344-7560 is the claim number.
[AGENT][NEUTRAL] No, I'm not sure if he sent that to us or.
[CUSTOMER][NEUTRAL] You said which claim it was?
[AGENT][NEUTRAL] 344-7560
[CUSTOMER][NEUTRAL] Let me look cause I don't think I've seen it cause I know it usually be it's a UTBA form for the employer, but let me look back at that piece of mail.
[CUSTOMER][NEUTRAL] So I don't think I remember seeing it. Let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yeah, that is it.
[CUSTOMER][NEUTRAL] Yeah, that would be it.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm, it is the employer section.
[AGENT][NEUTRAL] You think you can send that to him?
[CUSTOMER][NEUTRAL] Um, I will have to check with one of the disability examiners in regards to that cause I'm not sure on that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. So, um, should we, should I just tell him that we're gonna call him back?
[CUSTOMER][NEUTRAL] Yeah, yeah, I would send a request for one of the disability examiners to get with them regarding that.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me give you the callback number.
[CUSTOMER][NEUTRAL] So you're transferring him to me?
[AGENT][NEUTRAL] Um, if you want me to transfer, I can transfer. If not, I'll give you the call back number and tell him that um we're gonna give him a call back.
[CUSTOMER][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] Yeah, if you'll send a hub request for a disability exam examiner so they can get back with them.
[AGENT][NEUTRAL] Oh, you want me to send her breakfast?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll go ahead and send that request.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][POSITIVE] All right thanks bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you for holding, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you for holding I'm sorry for putting you through all this work, the young lady. It's a.
[AGENT][NEUTRAL] I it's, it's OK, and, and I still don't have an accurate information because we're trying to determine who sent that document and if we're able to send that back to you um but um we're gonna do a little research and it's gonna take a little bit longer so we don't wanna keep you on the line, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Yeah, don't, don't even, don't even shove yourself. I mean, I can, I'll try to get, I'll just get a hold of my company and, and I don't wanna put you guys through all any work work that I already have.
[AGENT][NEUTRAL] OK. I mean, I can send this for research if you want me to, and they can give you a call back once they have an answer, but I'm not sure if you want to wait that long.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh yeah, that's fine if you guys, if you guys want to, that's fine, I guess if not I'll just call the I'll call my employer, but uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have the callback number as [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, that's it.
[AGENT][NEUTRAL] OK, and I'm just gonna send that to an examiner, a claims examiner, and uh she's gonna determine what to do from that point on, and she'll give you a call back, OK?
[CUSTOMER][POSITIVE] OK, I, I really appreciate all your hard work on my behalf.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am I'm good thank you so much you have a good day OK?
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You as well. Thank you for calling APL. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah man like