AccountId: 011433970860
ContactId: a1ce684b-6b11-4b67-819f-3e0390d700a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 464750 ms
Total Talk Time (AGENT): 281449 ms
Total Talk Time (CUSTOMER): 83898 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/a1ce684b-6b11-4b67-819f-3e0390d700a1_20250416T12:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sure I was uh calling because I was needing help by following my uh a short, short term claim.
[AGENT][NEUTRAL] OK, you're needing to find out how to file a short term disability claim, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, I don't know the policy number by heart because I'm, I'm, I'm calling um through UT UTBA. They just told me to give you guys a call.
[AGENT][NEUTRAL] OK, so first off, what is it, what is your social security number, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments please to locate your information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Mr. [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. So first off, I will need to verify again several things with you for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right. So first off, Mr. [PII], um, do, do you already have your claim forms or are you needing those as well?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I need those as well. I, I'm just trying to get it started because uh I've been having a loop around trying to how to get this thing going.
[AGENT][NEUTRAL] OK, so sure, yes, I can help you with that. Now uh one additional question for you, Mr. [PII], have you ever set up your profile in our portal called the online service center?
[CUSTOMER][NEUTRAL] Um, uh, they had a guy, I think he set it up for me, but I can't, I, I don't know the website.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But I know, I, I know that, I know that.
[AGENT][NEUTRAL] Let me look because we wouldn't have a man that would have set it up. I mean there wouldn't have been, let me just double check it for you because if not I'm going to email you the user guide for how to set that up because that is going to allow you, Mr. [PII] to have access to your policy information, your ID cards for the coverage you have that has ID cards with APL. Also you can submit claims to us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you have set this up.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And your username for the portal is all lower case, it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But what I will do is I will still email you this user guide that gives you instructions for how to upload claims into the portal.
[AGENT][NEUTRAL] And I will also attach the claim form for you as well because there is a section for you to complete.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] For your physician to complete and then the employer section, Universal Trucking, the universal Trucking Benefits association will help you with that section.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you know the um the website so I could, I could log in?
[AGENT][POSITIVE] Uh yes sir I'm going.
[AGENT][NEUTRAL] To include that, it will be in the email, but it is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see, just one moment.
[AGENT][NEUTRAL] OK, and the email that you will receive will come from [PII].
[AGENT][NEUTRAL] And in the subject line, Mr. [PII], I will put APL.
[AGENT][NEUTRAL] And online service.
[AGENT][NEUTRAL] Center and disability claim form.
[AGENT][NEUTRAL] So that you can recognize that it shouldn't go to your junk or spam folder, but if you haven't seen it in your inbox within just the next few minutes because I'm gonna send it as soon as we get off of our call, then you might wanna just check one of those folders if we've not emailed you before there's a possibility it might would go there to junk or spam.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and with this disability form, do I, do I fill it out online or I gotta print it out and send it to you guys?
[AGENT][NEUTRAL] Uh, this one you will have to print it out. I don't believe that it is fillable. You can check that, but again there's a section. It's gonna be one claim form, but the instructions are on page one, Mr. [PII], of how to complete it.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And what we will need.
[AGENT][NEUTRAL] Uh and again, you know, the Universal Trucking Benefits association would be the one to contact for assistance with the employer's portion of that form.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, once everything is together, it can be either the quickest way to get it submitted to us would be to upload it.
[AGENT][NEUTRAL] Into the portal.
[AGENT][NEUTRAL] The next way obviously would be fax and then mail, but we cannot accept claims via email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Now, if you would like to write down your policy number, I can give you this. You will also see this policy number in your portal for your disability.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] But the policy number is 209.
[AGENT][NEUTRAL] 731 8.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So is there anything else at the moment, Mr. [PII], that I could help you with?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] No, that's it. I appreciate it.
[AGENT][POSITIVE] Well, you're certainly welcome and I have sent that email so again you should have it in your inbox just any time now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. Well, you're very welcome. So if that's all I can help you with today, thank you again for calling APL and I hope you have a nice day.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.