AccountId: 011433970860
ContactId: aa44cfde-e9d2-4fbf-94bb-ec0f8d2def18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 563260 ms
Total Talk Time (AGENT): 162234 ms
Total Talk Time (CUSTOMER): 216365 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/aa44cfde-e9d2-4fbf-94bb-ec0f8d2def18_20250521T15:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] How you doing, ma'am? My name is [PII] and I was on the uh APL and um
[CUSTOMER][NEUTRAL] I had a uh
[CUSTOMER][NEUTRAL] Operation and I was looking, I went back to work. I was looking for my uh.
[CUSTOMER][NEUTRAL] I'm supposed to get
[CUSTOMER][NEUTRAL] 3000 and some dollars or something.
[CUSTOMER][NEUTRAL] Uh, I did a claim, I put it like that. This is my first time doing it, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got my policy number or whatever I need.
[AGENT][NEUTRAL] OK, yes, sir. What's your policy number?
[CUSTOMER][NEUTRAL] 267-772
[CUSTOMER][NEUTRAL] 02589656. I just need to know what's going on here.
[AGENT][NEUTRAL] OK, thank you. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, give me one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And verify your date of birth, mailing address and email address for me, please, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII] [PII] address [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Via [PII].
[CUSTOMER][NEUTRAL] And what else you need?
[AGENT][NEUTRAL] Uh, email address.
[CUSTOMER][NEUTRAL] That'll be [PII].
[AGENT][POSITIVE] OK, thank you so much. And this was for disability?
[CUSTOMER][NEUTRAL] Yes, ma'am, it would, it, uh.
[CUSTOMER][NEUTRAL] The guy that I would talk to, like, if I, I was out, it was disability insurance or something like that. And, and I supposed to been getting some refund, some money.
[CUSTOMER][NEGATIVE] From a disability, I ain't received it.
[AGENT][NEUTRAL] OK, give me one moment. I show your claim was processed on [PII] and it processes needing the employer's portion of the claim form, which we have not received.
[CUSTOMER][NEUTRAL] They don't, they, they, we did that, me and my wife did that. We, they asked for that and we turned around and did it again.
[AGENT][NEGATIVE] Mm, I don't show it's been received. Um.
[CUSTOMER][NEUTRAL] Yeah, we
[AGENT][NEUTRAL] Let me look at the claim information give me one moment.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Cause I, I took the operation [PII], I think.
[CUSTOMER][NEUTRAL] I think they came with [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, um, the employer's portion looks like that you had filled it out, so the examiner did send out the form to, um,
[AGENT][NEUTRAL] Representative with UTBA to complete so once we receive their portion then they can complete the processing of the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] What, yeah, y'all send it to my job?
[AGENT][NEUTRAL] Yes, sir, because the employer's portion is needed in order to complete the processing of the claim.
[CUSTOMER][NEUTRAL] Oh, I didn't, I know we had did something. I didn't know what we did, but do I need to check on my job or what I need to do here?
[AGENT][NEUTRAL] Yes, sir. I would say to contact uh UTBA and let them know that uh we are needing their portion of the claim form in order to complete your claim.
[AGENT][NEUTRAL] And ask them to send that to.
[CUSTOMER][NEUTRAL] Who are UBA? Who are they?
[AGENT][NEUTRAL] UTBA Universal Trucking.
[CUSTOMER][NEUTRAL] OK, now, I work for East West Express now.
[AGENT][NEUTRAL] I understand, but UTBA is, um, who will be able, who who will have to fill that information out to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you got a phone number for them, ma'am?
[AGENT][NEUTRAL] I do, uh, let me know when you're ready and give that to you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Uh, I'm ready.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Now, now I need to call them and tell them what now, sweetie.
[AGENT][NEUTRAL] Uh, that we are needing their portion of your claim form in order to complete the processing of your disability claim.
[CUSTOMER][NEUTRAL] OK. Do, now, now, now when I do that for the future, do I have a card that I bought to in my pocket for me being on insurance with y'all?
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] No sir, there's no cards issued for disability policies.
[CUSTOMER][NEUTRAL] You don't, OK.
[CUSTOMER][NEUTRAL] I'm talking about, yeah, I got insurance with y'all. Is it the insurance card I'm about to have with y'all?
[AGENT][NEUTRAL] I only show that you have a disability policy with our company and the disability policy, we don't offer cards for disability policies.
[CUSTOMER][NEUTRAL] No I got insurance.
[CUSTOMER][NEUTRAL] So I don't have regular like uh health insurance with you guys?
[AGENT][NEUTRAL] Uh, no, sir. But when you contact UTBA they can verify who you may have medical insurance with cause I only show you have a disability policy with our company.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Disability car. They're taking that out, they still taking it out.
[CUSTOMER][NEUTRAL] Uh, you know, if I pay to have a disability insurance, what I got here.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] I just wanna be knowing what I'm doing, what, what I'm doing, but I call uh the people you telling me to call and I do it like that, ma'am.
[AGENT][NEUTRAL] Yes, sir, and just let them know, uh, that we're needing their portion of the claim form. Uh, my name is [PII]
[CUSTOMER][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] Oh, [PII], Miss [PII].
[CUSTOMER][POSITIVE] That's a cool little name.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, you, you need a little claim, you know, tell them that they they need to send it to y'all so y'all can get it started.
[AGENT][NEUTRAL] Uh, to complete it. Yes, sir, we need their portion of the claim form.
[CUSTOMER][NEUTRAL] OK, I'll give him a call then, man.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] You know, I, I, I start from there. I thank you for your time and your patience, Miss [PII].
[AGENT][POSITIVE] Oh, you're welcome, Mr. [PII]. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, I just want to know what was going on. That was all me. That was it.
[AGENT][POSITIVE] Yes, sir. OK. Well, I thank you for calling APL. You have a great day and if you need it, give us a call back, call us back.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yes ma'am thank you Kay.
[AGENT][POSITIVE] Oh, you're welcome.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.