AccountId: 011433970860
ContactId: 9f99b1b0-da9a-4b14-8fe6-d9c622425fd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1429459 ms
Total Talk Time (AGENT): 746901 ms
Total Talk Time (CUSTOMER): 490020 ms
Interruptions: 8
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/9f99b1b0-da9a-4b14-8fe6-d9c622425fd4_20250417T19:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII] is [PII] available?
[AGENT][NEUTRAL] Um, you're wanting to speak to [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I'm not sure if she's available. I, I believe she may be on another call. Is this something that I could possibly help you with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, you probably could. It's just gonna be confused.
[AGENT][NEUTRAL] Well, I can
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um, she sent me some paperwork that needs to be filled out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To start my short term disability.
[CUSTOMER][NEGATIVE] And I don't believe she ever give me a fax number to send it back to.
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, Mr. [PII], so you're just needing to get a fax number to send your paperwork back in for your claim?
[CUSTOMER][NEUTRAL] Well, that and.
[CUSTOMER][NEUTRAL] That and to make sure.
[CUSTOMER][POSITIVE] I filled out all all my questions.
[CUSTOMER][NEUTRAL] I just, I need a.
[CUSTOMER][NEUTRAL] You know, reply back or something.
[CUSTOMER][NEGATIVE] You know, this has been a, a torment to me.
[AGENT][NEUTRAL] Oh, I'm sorry, Mr. [PII]. So I can try and help you with this. Um, first off, what's a good callback number for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Oh Lord, I don't know that.
[AGENT][NEUTRAL] OK. So what is your full social security number so I can look up your information?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], thank you. Give me just a moment please to locate your information.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And I will
[CUSTOMER][NEUTRAL] On that book of yours.
[AGENT][NEUTRAL] And I will also, once I get everything pulled up and verified, Mr. [PII], I'll give you your policy number so that you'll have that, OK?
[CUSTOMER][NEUTRAL] Put that
[CUSTOMER][POSITIVE] Thank you. Thank you.
[AGENT][NEUTRAL] You're welcome. OK, so first off, um, any information that I do provide for you will be a verification of benefits and not a guarantee of payment, and I will have to verify all of your information for security. So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm sorry, what was the city?
[CUSTOMER][NEUTRAL] [PII], I'm sorry.
[AGENT][NEUTRAL] OK, alright, thank you. The phone number we have on file for you, one of them is the same as the that you gave me, and we do also have another phone number. What's the other phone number we would have?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It it should be [PII].
[AGENT][NEUTRAL] Um, this one ends in on [PII].
[CUSTOMER][NEGATIVE] OK, that's my old number it don't work no more.
[AGENT][NEUTRAL] OK, so one, what was that number so that I can verify it and then I can remove it?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Lord, I ain't dialed that number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's fine. You've, you've verified your social with me. That's fine, Mr. [PII]. So that number is, OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's OK. That's fine. You've, we verify, I've verified your social, so that's fine. So I'm just gonna remove that number.
[CUSTOMER][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Please do cause that, uh, you're the first one that brought that other number up and I'm like there.
[AGENT][NEUTRAL] Yes, sir. Well, it's on file, so we should be verifying that with you, but no worries, it's gone now. So we should only have 864. You're welcome, [PII]. Is that correct?
[CUSTOMER][POSITIVE] Oh, thank you, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] there you go.
[AGENT][NEUTRAL] Yes, sir, that's OK.
[CUSTOMER][NEUTRAL] And do you need a secondary number to get a hold of me?
[AGENT][NEUTRAL] Mm, uh, no, sir, not necessarily, not on your profile. And then what about, uh, the email address that we would have, that we have on file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you very much for verifying all of your information with me, Mr. [PII]. OK.
[AGENT][NEUTRAL] Now I do wanna um since no one else has mentioned that phone number, that old number, do you know if you ever had that updated with the Universal Trucking Benefits Association or UTBA?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Because that's who provides us our information.
[CUSTOMER][NEUTRAL] Honestly,
[AGENT][NEUTRAL] So if you, if you're not sure, I can make I will make sure you have their phone number and then once we're done, I can actually connect you with them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that you can make sure that that's changed with them as well because I, I don't want it to override and change it back in our system because all of our information comes from them.
[CUSTOMER][NEUTRAL] Yes ma'am, I understand that.
[AGENT][NEUTRAL] OK. OK. So, if you want to go ahead and take down their number, I can go ahead and give that to you if you'd like, Mr. [PII].
[CUSTOMER][NEUTRAL] And this number is for.
[AGENT][NEUTRAL] The Universal Trucking Benefits Association UTBA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause that's who you enrolled for any of your coverages through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And their number is 1877.
[CUSTOMER][NEUTRAL] And the number is
[AGENT][NEUTRAL] 472.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Did you copy that?
[AGENT][POSITIVE] That's correct. Yes, I heard that. Mhm. That's correct. [PII]. Yes, sir. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] And, and your name was what again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK, I'm sorry.
[AGENT][NEUTRAL] Yes sir, that's OK. Alright.
[CUSTOMER][NEUTRAL] I'm talking to so many people. I'm trying to keep up.
[AGENT][NEUTRAL] I understand. um, OK, so let's see here on this most recent claim for you.
[AGENT][NEUTRAL] Alright, give me just a moment to review a few notes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I see that the most recent
[AGENT][NEUTRAL] Information that was reviewed on [PII], Mr. [PII], we were needing your statement.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the physician's portion of the claim form completed.
[CUSTOMER][NEUTRAL] No, right, and the lady [PII], I believe.
[AGENT][NEUTRAL] Uh-huh, OK, yes sir.
[CUSTOMER][NEUTRAL] Is the one that faxed me all the paperwork that I need to fill out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They and the doctor.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And I believe I've completed it, but she never give me a number to send it back to.
[AGENT][NEUTRAL] OK, so on your claim form on the bottom of page one.
[CUSTOMER][NEUTRAL] OK, they're not numbered.
[CUSTOMER][NEUTRAL] Oh wait a minute one on one, OK, hold on.
[AGENT][NEUTRAL] The page that has the instructions, Mr. [PII], is technically the first page and it should be titled.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Disability claim form.
[AGENT][NEUTRAL] At the top
[AGENT][NEUTRAL] Along the very bottom of that page you should see a PO box and a claims, or excuse me, a PO box and a fax number.
[AGENT][NEUTRAL] I'll be happy to give it to you. That's not that I was just trying to say. It's, it should be on your forms that you have.
[CUSTOMER][NEUTRAL] OK, we're um.
[CUSTOMER][NEUTRAL] Well, somebody has.
[CUSTOMER][NEUTRAL] Jack my forms up.
[CUSTOMER][NEUTRAL] Here's the cover page of the the other extra form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see attend [PII] and a APL care team. I see a phone num OK.
[AGENT][MIXED] OK, but it was.
[AGENT][POSITIVE] Keep going.
[CUSTOMER][NEUTRAL] Alright, that's see it phone number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] There
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, I don't know.
[CUSTOMER][NEUTRAL] And there's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, but that's, OK, so that's the cover page on the actual claim form that you had to fill out is what I'm referring to.
[CUSTOMER][NEUTRAL] OK, UTBA disability claim form.
[AGENT][NEUTRAL] That sounds like just your.
[AGENT][NEUTRAL] Yes, sir. Look on the very bottom of along the bottom of that form.
[CUSTOMER][NEUTRAL] Oh, the lead to be words.
[AGENT][NEUTRAL] Lead me the words. Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] Uh, phone number is [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh. [PII]. And then it should say fax number is [PII].
[CUSTOMER][NEUTRAL] [PII] and the fax number.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So we can't, that is our fax number, that's our secured fax line and you would just put attention claims department. Now let me ask you this, I don't know if [PII] went over this. Do you use the internet very much, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Um, OK, and the reason I'm asking you that is because we have a portal called the online service center.
[AGENT][POSITIVE] You can actually there I have a user guide that I could email you that explains how to set it up because if you have access to a computer you can actually upload all of your claims information directly into that portal instead of faxing it or mailing it.
[CUSTOMER][NEUTRAL] Yeah, I.
[CUSTOMER][NEUTRAL] Yeah, I don't own a computer.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] And you know, it's just.
[CUSTOMER][NEGATIVE] Really, there's no sense because I, my type of work, I'm never home.
[AGENT][NEUTRAL] Yes, I understand.
[CUSTOMER][NEUTRAL] So it's it's either fax it's either faxing and.
[CUSTOMER][NEUTRAL] Whatnot
[AGENT][NEUTRAL] Right. So, yes, so that is OK. That, I just wanted to make sure you, you were aware of the portal though. So if anything changes in the future, you could call us back if you, you know, decided you did want to set that up, then, you know, we would be more than happy to provide you that information. But just use that fax number, put attention, claims department, and then again, your policy number for your disability policy.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright, my policy number is.
[AGENT][NEUTRAL] 171.
[CUSTOMER][NEUTRAL] 171.
[AGENT][NEUTRAL] 5334.
[CUSTOMER][NEUTRAL] 53341715334
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's correct. And if you'll just include that on your documents, Mr. [PII], that you're gonna send this on your claim form and you just write that on there.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] At the top.
[CUSTOMER][NEUTRAL] Just on top of the page? OK.
[AGENT][POSITIVE] Mhm. That'll be just fine.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And then, yes, sir, fax. Now, when you fax it, give us, um, it typically takes.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] About 24 to 48 hours on faxes to get, you know, received and then for us to be able to see them on your profile information.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So just keep that in mind. We can't, you know, if you fax it, say, for example, right this second and call us to make sure we got it, I may not be able to see that yet.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] More than likely we wouldn't yet, so.
[CUSTOMER][NEUTRAL] Well, no, I understand that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I understand that. I just.
[AGENT][NEUTRAL] To make you aware of that.
[CUSTOMER][NEGATIVE] Uh, this has been so confusing because I gotta call y'all and then I got called the other one and the other one says call y'all back.
[AGENT][NEUTRAL] Hm, well, here's the thing. So, on, on this type of claim form, because you are a contract driver.
[CUSTOMER][NEUTRAL] You know, it just.
[AGENT][NEUTRAL] The employer's section of that claim form.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Completed by the Universal Trucking Benefits Association.
[AGENT][NEUTRAL] The same people that you enrolled with, that's where the agents are located. And that's the one, you know, I was talking about. I'm gonna transfer you about your phone number to make sure they have your correct phone number on file and the old one taken off. um, but they are the ones to complete the employer section. Then you will complete, obviously your section and your physician.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] That section.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So it is kind of, it is kind of confusing.
[AGENT][NEUTRAL] But
[CUSTOMER][NEGATIVE] Oh, it's very confusing and I'm, I'm as a simpleton as I can get.
[AGENT][POSITIVE] There is absolutely nothing wrong with that.
[CUSTOMER][NEUTRAL] You know, I'm still in the 8.
[CUSTOMER][NEUTRAL] I, I believe you should be able to pick up the phone, talk to somebody, and not a foreigner and not a machine.
[AGENT][POSITIVE] I agree with you 100%.
[AGENT][POSITIVE] I'm with you, Mr. [PII]. I like talking to people too.
[CUSTOMER][NEUTRAL] But machine.
[CUSTOMER][NEGATIVE] I mean, well, the machines aggravate you because.
[CUSTOMER][NEUTRAL] You know, it wants to ask you questions when you give it an answer and it's like that is not the correct answer, but yes it is.
[AGENT][NEUTRAL] Um, right.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] So I get.
[CUSTOMER][NEGATIVE] I get to the point where I just hang up because I I can't, I can't take it more.
[AGENT][POSITIVE] Uh, I do understand. Trust me, I, I, I do. So, hopefully, you don't have to wait very long when you call us.
[CUSTOMER][NEUTRAL] Uh, well, so far I haven't, but I've just had to fill these, these paperworks out and.
[AGENT][POSITIVE] Oh, that's good.
[CUSTOMER][POSITIVE] I'm hoping they're all filled out correctly.
[AGENT][NEUTRAL] And again, you know, if
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] If you, I understand that you don't have a computer, um.
[AGENT][NEUTRAL] It's possible there it's possible you might could set up your profile from your cell phone so that you could view your information now uploading information, no, not from a mobile device, but that would give you, you know, a little bit more access to know the status of your claims because you could opt in for a text alert once it's been reviewed.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And even if you couldn't sign in to see the status yourself you could call us when you got that alert and then we could you know just give you the information over the phone.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] I'm trust me I'm not trying to be difficult I just.
[CUSTOMER][NEGATIVE] When I don't understand, I don't understand.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Well, when you don't understand, that's when you call us and we try to, try to help you if at all possible.
[CUSTOMER][NEUTRAL] Alright, I'm sitting here now.
[CUSTOMER][NEUTRAL] Looking at the pages and it's, you know.
[CUSTOMER][NEUTRAL] Page 101.
[AGENT][NEUTRAL] Yes, so they should be lowered, mhm, yeah, they should be numbered in the lower right corner.
[CUSTOMER][NEUTRAL] Through page 8 of 8.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah, but I'm seeing 1 or 2.
[CUSTOMER][NEUTRAL] Yeah, or 2 of 8, then it jumps 3 of 8, then it jumps to 6 of 8.
[CUSTOMER][NEUTRAL] I'm trying to figure out what's missing.
[AGENT][NEUTRAL] 4 of 4 would be the claim form fraud statement section.
[AGENT][NEUTRAL] That continues over.
[AGENT][NEUTRAL] To page 5 of 8, and then the last 6.
[AGENT][NEUTRAL] 7 and 8 are the physicians.
[CUSTOMER][NEUTRAL] Oh, OK, so it's the rating are.
[AGENT][NEUTRAL] Yes, sir, but it should be numbered on that page as well, 4 of 8.
[CUSTOMER][NEUTRAL] Well, no, I, I'm seeing what I've got here. It says 1 of 12 of 83 of 86 of 87 of 8, and 8 of 8.
[AGENT][NEUTRAL] Uh-huh, uh-huh.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I'm looking it got sent to me twice so I'm looking back at the other one.
[AGENT][NEUTRAL] OK, maybe they broke it apart because the physician since we already had the employer section, maybe they just didn't include that.
[CUSTOMER][NEUTRAL] And it says
[AGENT][NEUTRAL] Because it should, it's a total of.
[CUSTOMER][NEUTRAL] Well, I'm seeing it on my other 15.
[CUSTOMER][NEUTRAL] 5 of 8's got APL policy number.
[CUSTOMER][NEUTRAL] Print name
[CUSTOMER][NEUTRAL] Patient's date of birth.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Signature of patient.
[AGENT][NEUTRAL] Yes, sir. So you'll put your policy.
[CUSTOMER][NEUTRAL] And then relationship of.
[AGENT][NEUTRAL] Right. You'll put your policy number there and you'll fill that in just like that is, cause that is your section.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEGATIVE] OK, OK, so see that was the page I was missing.
[AGENT][NEUTRAL] So you do have that page 5 of 8?
[CUSTOMER][NEUTRAL] Yes ma'am, it's in my 2nd bundle.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. I understand now. OK.
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEGATIVE] It's got gone in my other other package.
[CUSTOMER][NEUTRAL] But I've got 2 because it got sent in case.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] In case it didn't go through the first time.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. Yes, sir, I understand now.
[CUSTOMER][NEUTRAL] Alrighty, so I need to fill that out too.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yes, sir, make sure to sign it.
[CUSTOMER][POSITIVE] Oh you got it OK.
[CUSTOMER][NEUTRAL] Alright I, and I put my policy number print.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so you can put it there.
[CUSTOMER][NEUTRAL] And it says at the bottom.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, at the bottom of the page 5 of 8.
[CUSTOMER][NEUTRAL] It says relationship of.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Personal
[CUSTOMER][NEUTRAL] That big word whatever it is.
[CUSTOMER][NEUTRAL] What is that word all God.
[AGENT][NEUTRAL] So that
[AGENT][NEUTRAL] Relationship of personal representative to patient if applicable. OK, that is, that there's, I don't think that they, you're gonna put anything there. You just need to fill out the above that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, I'm just making sure since I got you on the horns.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEGATIVE] It's like I said, it's all been confusing to me.
[CUSTOMER][NEGATIVE] So that was a page I was missing.
[CUSTOMER][NEUTRAL] And 4ates a bunch of reading, [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And just make sure to send that back as well just send all that, make sure to send that page back, but.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's nothing you have to do on that page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I hope not because they don't say that about [PII].
[CUSTOMER][NEUTRAL] That's weird.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, let me fill out this other page then and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'll, I'll send it to.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I know you told me where the fax number was. Right here.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] It's on the bottom of page one. It's an 877 number.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] 8
[AGENT][NEUTRAL] [PII] is the fax number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, OK, yeah, I know which one you're talking about now. When you say one of page one, I go back to the policy.
[CUSTOMER][NEUTRAL] It's actually not on the policy, so.
[CUSTOMER][POSITIVE] Alrighty then let me get this sent to you.
[AGENT][NEUTRAL] All right. Well, is there any
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] OK, Mr. [PII], is there anything else I can help you with today? Want me to connect you over to UTBA?
[AGENT][NEUTRAL] About your phone number?
[CUSTOMER][NEUTRAL] Uh yes ma'am. Let me make sure I got the right number.
[AGENT][POSITIVE] Yes, so I'll be happy to do that. Is there anything else that I could help you with today before I do?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK. Well, thank you so much for calling APL and I hope that you have a very nice evening evening, Mr. [PII].
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][POSITIVE] Thank you so much. One moment and I will transfer you over, OK?
[CUSTOMER][POSITIVE] Alrighty
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Capital Group ETBA.
[AGENT][NEUTRAL] Hi, who am I speaking with, please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Hey, [PII], it's [PII].
[AGENT][NEUTRAL] [PII] how are you today?
[CUSTOMER][POSITIVE] I'm doing well how are you?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm doing fine, thank you. So I have an insured on the line. Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII], OK. I have an insured, Mr. [PII] on the line.
[AGENT][NEUTRAL] He was just needing to verify that you all have the correct.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, phone number for him because what we showed was a very old number. It had an [PII] area code and that's not, uh, well, ended in the phone number ended in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anyway, he said he hasn't had that number in forever.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I'm sure we probably do.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hang on one moment.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I is that correct? because that's old.
[AGENT][NEUTRAL] So that is what you have on file?
[AGENT][NEUTRAL] That's the correct one, but we also had an [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] We don't have that one, just the [PII].
[AGENT][NEUTRAL] That's what it was.
[AGENT][NEUTRAL] OK, well, will you just let him know that you all do have the correct phone number for him?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK. Well, thank you so much, [PII]. Have a good evening.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. All right, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.