AccountId: 011433970860
ContactId: 7c27611c-879d-4a8d-8014-8d4e9c7c6041
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415450 ms
Total Talk Time (AGENT): 120576 ms
Total Talk Time (CUSTOMER): 155880 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/7c27611c-879d-4a8d-8014-8d4e9c7c6041_20250619T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Hey, this is [PII], uh, but I'm starting to cough, uh, a butcher.
[CUSTOMER][NEUTRAL] It's about a claim that uh I have to fill out because I have uh.
[CUSTOMER][NEUTRAL] To see my doctor about a hernia.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, uh, situation.
[AGENT][NEUTRAL] Do you have your
[CUSTOMER][NEUTRAL] So anyway, I, I.
[CUSTOMER][NEUTRAL] At what?
[AGENT][NEUTRAL] Uh, your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it on this paperwork here? I don't know.
[AGENT][NEUTRAL] Um, no, uh, what paperwork are you looking at? Is that a form or?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, I, I drive for transport design out of out of uh [PII].
[CUSTOMER][NEUTRAL] And they sent me the paperwork to [PII].
[CUSTOMER][NEUTRAL] And all I got here is uh.
[CUSTOMER][NEUTRAL] Everything's blank.
[CUSTOMER][NEUTRAL] I, I don't think that there's a um.
[CUSTOMER][NEUTRAL] That that number yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can look it up by your last name. What was your last name?
[CUSTOMER][NEUTRAL] It's, it's [PII].
[AGENT][NEUTRAL] OK. Uh, give me one moment. And you said first name was [PII]?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Did all this just happened. I don't think there's a policy number yet.
[AGENT][NEUTRAL] OK. Are you, is this for like short-term disability or accident or?
[CUSTOMER][NEUTRAL] Yeah, it's, I, I have to get a uh uh.
[CUSTOMER][NEUTRAL] Uh, operation.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] They call it um
[CUSTOMER][NEUTRAL] Vent ventral.
[CUSTOMER][NEUTRAL] V E N T R I L Hernia.
[CUSTOMER][NEUTRAL] It's up there by my by my stomach.
[AGENT][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] And I'm going, I gotta go to the doctor to get these forms filled out and sent and he needs to send them, send them in, I think.
[AGENT][NEUTRAL] Um, it looks like, can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is your address?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Page 71.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, it looks like we have a PO box.
[CUSTOMER][NEUTRAL] OK and it is a PO box is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then your email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. Um, so it looks like right now I only have a policy for dental for you. Did you say you just signed up for the short term disability or?
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Or medical or
[CUSTOMER][NEUTRAL] I've been signed up for this. I.
[CUSTOMER][NEUTRAL] From when I went back to work in [PII].
[CUSTOMER][NEUTRAL] I, uh
[CUSTOMER][NEUTRAL] I signed up for this APL, um.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] For, for, if I get hurt, then this, this, I would get some income from this insurance.
[AGENT][NEUTRAL] Yeah, I show I show the short-term disability policy terminated in [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] But what I can do, I, I can transfer you over to um Universal Trucking, and they can look in their system and see.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] You know, about getting you reinstated or if if you were supposed to be um
[AGENT][NEUTRAL] You want me to do that because we, we don't have an active policy, and they would be the ones that would tell us that you have an active policy.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, I was
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] This is an insurance claim to where I was supposed to get.
[CUSTOMER][NEGATIVE] Money every month for my disability.
[AGENT][NEUTRAL] Right, right. I unders.
[CUSTOMER][NEGATIVE] But that's not, that's not good.
[AGENT][NEUTRAL] Yeah, I, we, we do short term disability policies for your group, but I, I don't have you active. That's why I was saying I can transfer you over there and then they can look into what's going on because we just show a dental plan, it's all we have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] OK, uh, give me one moment, OK?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I'm not gonna be to VA.
[AGENT][NEUTRAL] Hi, this is [PII] with American Public Life. I, we've got a mutual member on the line. He has a dental policy. We have him active on dental, but he's under the impression his short-term disability policy was reinstated back in [PII], and we show it termed in [PII].
[CUSTOMER][NEUTRAL] OK, what's his first and last name?
[AGENT][NEUTRAL] Uh, first and last name is [PII]. It's [PII].
[AGENT][NEUTRAL] I've got his date of birth too and social if you need that.
[CUSTOMER][NEUTRAL] Um, OK, you can go ahead and send him over.
[AGENT][POSITIVE] OK, thanks so much.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.