AccountId: 011433970860
ContactId: 8eee2841-0cd5-4a2d-8f5d-65fada19f798
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1350829 ms
Total Talk Time (AGENT): 492813 ms
Total Talk Time (CUSTOMER): 443150 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/8eee2841-0cd5-4a2d-8f5d-65fada19f798_20250529T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is Miss [PII] for [PII].
[CUSTOMER][NEUTRAL] I'm trying to fill out a disability claim form. Could you please tell me the website I need to go to?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, um, I can give you the website if you go to, uh, do you have a pen and paper ready? Are you ready for it?
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, if you go to [PII].
[AGENT][NEUTRAL] Like [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Once you get on that website, you're gonna click on claims and forms.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then that disability claim form will be on page 2 of the claims and forms.
[CUSTOMER][POSITIVE] Lovely.
[AGENT][NEUTRAL] Kind of in the middle.
[CUSTOMER][NEUTRAL] Is it a
[CUSTOMER][NEUTRAL] Is it [PII] and then it's a log in? Do I have to log in something or no?
[AGENT][NEUTRAL] No, ma'am, you don't have to log in. You could just get the claim form from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you said OK, claiming form APL American Public License.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um
[AGENT][NEUTRAL] What is your callback number, ma'am, just in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the policy number for Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, OK, let me see, I have to pull it up because I don't know the heart.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's not it
[CUSTOMER][NEUTRAL] The power, let me see.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The policy number is 24.
[CUSTOMER][NEUTRAL] 447.
[CUSTOMER][NEUTRAL] Then there's some more numbers behind that dash you need all the numbers.
[AGENT][NEUTRAL] 244-47 is what you're seeing for his policy number?
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] And it say 02.
[CUSTOMER][NEUTRAL] 49.
[AGENT][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] 502
[AGENT][NEUTRAL] 0249502
[CUSTOMER][NEUTRAL] 5024
[AGENT][NEUTRAL] OK, alright, that's that number you just gave me the 0249502, that's the policy number for you.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am. Um, is that all the information you needed was just how to find the claim form?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I'm trying cause I, I gotta fill this claim form out. I think it was [PII] or somebody I spoke with this morning. I can't remember her name, and she told me, um, I need to fill out the form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, uh, this is my first time doing it, so I was just trying to see.
[CUSTOMER][NEUTRAL] Um, I want to make sure I was on the right forms first it say APL.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then it's got claims and forms.
[AGENT][NEUTRAL] Yes, ma'am. You'll click on that claims and forms.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][POSITIVE] OK, clean and fine.
[AGENT][NEUTRAL] And then once you click on it if you scroll down you'll see the page numbers and you'll go to page 2.
[AGENT][NEUTRAL] And the claim the claim form will be right there in the middle of the page.
[AGENT][NEUTRAL] You're gonna choose the short-term disability claim form.
[AGENT][NEUTRAL] There's 2 of them. Do not choose the UTBA just get no, you want the UTBA. I'm sorry.
[AGENT][NEUTRAL] So you're gonna choose the short term disability claim form for UTBA members.
[CUSTOMER][NEUTRAL] OK, I'm making like.
[CUSTOMER][NEGATIVE] I'm clicking on the claim form, but it's not.
[CUSTOMER][NEUTRAL] Doing anything. Let me see.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So I don't have to sign in and register, is that right?
[AGENT][NEUTRAL] That's correct if you go to [PII].
[CUSTOMER][NEUTRAL] OK, let me go, let me go back out and try again because.
[CUSTOMER][NEUTRAL] I see. OK. A and.
[AGENT][NEUTRAL] Now, is he signed up on the online service center?
[CUSTOMER][NEUTRAL] It says claims inform claim status sign in.
[CUSTOMER][NEUTRAL] And then it has um.
[CUSTOMER][NEUTRAL] At the top it has about the.
[CUSTOMER][NEUTRAL] For brokers, for groups, contacts, then it says claiming forms in blue.
[AGENT][NEUTRAL] Yes. Above that, on that first page, on that first page where you see that gentleman with the kid, above his shoulder is claims and forms.
[CUSTOMER][NEUTRAL] So I'm trying to make sure I was on the right one.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And when you move over it it'll put a line that's what you click on.
[CUSTOMER][NEUTRAL] Yeah, that's when I'm clear.
[CUSTOMER][NEGATIVE] That's why it's not letting me go to nothing when I'm picking it.
[CUSTOMER][NEUTRAL] You say open link in the new tab, uh open link.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] New window.
[CUSTOMER][NEUTRAL] Uh, opening private window, open and flit window?
[CUSTOMER][NEGATIVE] I must be doing something wrong.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] scroll with your with your mouse and see if there's anything that's loaded on the page for you.
[CUSTOMER][NEUTRAL] But I, I'm on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Why is he not, he does nothing.
[AGENT][NEUTRAL] Do you have a good connection?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I know our weather is not too
[CUSTOMER][POSITIVE] I'm trying to make sure, let me see, make sure I got good connection.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yes, that the connection is excellent. I'm not sure what I'm doing wrong.
[AGENT][POSITIVE] OK, that's good.
[AGENT][NEUTRAL] Did you go to [PII]?
[AGENT][NEUTRAL] In your search bar.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then I have, yeah, cause I have the little boy in the and look like the dad, and they got on the gold color shirt.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And I'm trying to figure out what
[AGENT][NEUTRAL] And then straight
[CUSTOMER][NEUTRAL] What am I doing wrong?
[AGENT][NEUTRAL] Straight up from his shoulder is where you click on claims and forms.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm clicking, and it's.
[AGENT][NEUTRAL] I wonder if you might have clicked it.
[CUSTOMER][POSITIVE] It keeps coming up
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Maybe I need to go out of it and come back in. Let me see.
[AGENT][NEUTRAL] Yeah, you may have clicked on it too many times and it is trying to think.
[CUSTOMER][NEGATIVE] Yeah, I don't understand it. It's not let me do that. I went out of it and came back in.
[CUSTOMER][NEGATIVE] And is not doing that.
[CUSTOMER][NEGATIVE] I don't understand.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's where you get it at is that is that claims and forms once you click on it.
[CUSTOMER][NEUTRAL] Maybe I'm not.
[AGENT][NEUTRAL] It should load when you scroll down. You gotta scroll down for a little bit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe I have, maybe I could try it on my phone.
[AGENT][NEUTRAL] When you scroll down about a quarter of the way down the page, the first claim form is gonna say accident claim form.
[CUSTOMER][NEUTRAL] OK, let me see, just one minute, let me try to get to it first.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] And it's AM.
[CUSTOMER][NEUTRAL] [PII] U [PII]
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, now let me see if I can get that.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] What is the.
[AGENT][NEUTRAL] Once you click on that claims and forms you'll need to give the page a chance to load.
[AGENT][NEUTRAL] And you'll scroll down about 4 of the way down. You'll know you're on the right page when you see accident claim form to the left and to the right it'll say download form.
[AGENT][NEUTRAL] That's the first, of course, that's not the one you'll use, but that's the first claim form on the page.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] If you want, if you're having a hard time.
[AGENT][NEUTRAL] I can email the claim form to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, that would help, thank you so much.
[AGENT][NEUTRAL] You're very welcome. Can you verify the email address for me?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And can you verify your street address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then do you also know the phone number on the policy?
[CUSTOMER][NEUTRAL] Uh, it's probably my husband's [PII] or either it's [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Might be yours.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, ma'am. That's correct. Let me um put you on a quick hold.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that I can email this uh claim form to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'll be right back just as soon as I've got it ready, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] All right. Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me. I've got that claim form um in an email on its way to you now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright, thank you so once I um do that just send it back to you all.
[AGENT][NEUTRAL] Yes ma'am, um, you'll need to, if he's not signed up in the online service center which I did check and I did not see that he is signed up for that, um, the easiest way to do it is through the online service center and I can give you that address if he would like to sign up for that that way you can send your claim just straight from the computer.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] OK, it's it's the same address that you had, but it's secured [PII]
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Yes, ma'am. And you'll need to make sure that the physician's portion is filled out by the physician, the employer's portion is filled out by the employer, and that his portion is filled out by him.
[AGENT][NEUTRAL] Once you get all that together, you can um send it back through on the online service center.
[CUSTOMER][NEUTRAL] OK, alright, well.
[AGENT][NEUTRAL] For your claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it'll take 3 to 10 business days to process the claim.
[CUSTOMER][NEUTRAL] OK, alright, so it's gonna tell me which one is for the doctor and which one is for like um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Attending physicians say, OK, I got that and
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let's see status of statement.
[AGENT][NEUTRAL] It'll tell you on there.
[AGENT][NEUTRAL] Insured's information.
[AGENT][NEUTRAL] Um, employers' information will be all the work, um, figures and then the attending physician's statement and then there's a part at the end where he'll need to sign it, uh, the insured statement.
[CUSTOMER][NEUTRAL] Now I wanna ask you this because I know with.
[CUSTOMER][NEUTRAL] His employer, we went for them to fill out some forms for um some other things for him and they were like um they don't fill out forms, he's an independent contractor.
[CUSTOMER][NEUTRAL] Uh, so how would that work? I mean, we, I'm gonna take it to them and see, but you know, they kinda.
[CUSTOMER][NEUTRAL] You know, uh, how can I say this?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They don't, they don't like to.
[CUSTOMER][NEUTRAL] Fill out forms because they be like um well we don't fill out forms we're independent contractors so he's an independent contractor you know it's like he's working for yourself so.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] How do we, you know, handle something like that?
[AGENT][NEUTRAL] OK, let me see um.
[AGENT][NEUTRAL] At the very beginning of the claim form.
[AGENT][POSITIVE] It gives you instructions.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it'll tell you in detail what you need to do, um.
[AGENT][NEUTRAL] Let me see if there's a.
[AGENT][NEUTRAL] It doesn't look like there's an employer's portion on this claim form because it is UTBA which all of the UTBA members are um self employed.
[AGENT][NEUTRAL] So you'll just fill out everything on the claim form except for the physician statement. You'll have to make sure the physician fills that out.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, we'll take that to her or email her for her to fill. She, she'll fill it out, so that's not a problem. It just, you know, them, they don't, they don't like to.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] You know, and they
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] OK, so this first one more question before you hang up. It says, uh, UTVA disability claim form. So it starts this this little first portion at the bottom, the AP policy number and all that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then go on down.
[CUSTOMER][NEUTRAL] Or do we just do the?
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] I'm trying to make sure I don't wanna fill out there OK, UTBA disability claim form so that where we start at?
[AGENT][NEUTRAL] You're gonna fill out
[CUSTOMER][NEUTRAL] Where it says um the date for.
[AGENT][NEUTRAL] You're gonna start on page 1 is instructions. Um, you're gonna start on page 2.
[AGENT][NEUTRAL] And fill out everything except for the physician's, uh, statement.
[AGENT][NEUTRAL] The attending physician statement, that's what the doctor has to fill out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so we've done on page 2. OK, alright, I got you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and everything and then uh this page too, is that right?
[AGENT][NEUTRAL] Yes, you'll fill out page 2.
[CUSTOMER][NEUTRAL] We only feel
[AGENT][NEUTRAL] No, ma'am. You're gonna fill out page 2. You're gonna fill out page 3.
[CUSTOMER][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're gonna fill out.
[AGENT][NEUTRAL] Page 5.
[CUSTOMER][NEUTRAL] 85.
[AGENT][NEGATIVE] Wait, no, page 5 looks like it's.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Page 5.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 235. OK.
[AGENT][NEUTRAL] You're gonna fill out
[AGENT][NEUTRAL] Now, the physician's attending, the attending physician's statement is page 6.
[AGENT][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] And
[AGENT][NEGATIVE] Page 7, you don't fill out those.
[AGENT][NEUTRAL] And then you'll fill out page 8.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we'll, we'll get that filled out. She said we can go ahead and send his part back to you all, and then when the doctor do hers we could that one in. That's what she told me this morning, so.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I, I would not do that only becau well, I guess you can do that. What's gonna happen is when you do that, it's going to send you a letter stating that it needs uh the physician's portion of the claim form to be filled out. So just know that you'll get that letter stating that that needs to be filled out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well, I just wait
[CUSTOMER][NEUTRAL] I think I'll just wait and send everything together.
[AGENT][NEUTRAL] OK. Whatever is most convenient for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, and thank you so much for all your help.
[AGENT][POSITIVE] Well, you're very welcome, Miss, Miss [PII]. We appreciate you calling and if you get stuck or you need further assistance, please pick up the phone and call us and we'll help you, OK?
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] You're very welcome. You have a blessed day, Ms. [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][NEUTRAL] Bye-bye, ma'am.