AccountId: 011433970860
ContactId: ab2099b8-fb3f-434b-86c4-215f2b98bd36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 854710 ms
Total Talk Time (AGENT): 434485 ms
Total Talk Time (CUSTOMER): 193938 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/ab2099b8-fb3f-434b-86c4-215f2b98bd36_20250127T21:46_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] Yeah, [PII], this is [PII]. I was just uh following up on my claim.
[AGENT][NEUTRAL] OK, Mr. [PII], you're wanting to check claim status for a claim for yourself, is that correct?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, sir, I can help you with that. And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] 02554488
[AGENT][NEUTRAL] OK, thank you. So give me just a couple of moments to get your information pulled up. Once I do, Mr. [PII], I will have to verify several things with you first, for security and also any information that is provided with the verification and benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh it's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I have a claim number if you need that.
[AGENT][NEUTRAL] Uh, well, I will get to that in a moment, but I have to verify your information first.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, no, that's fine. I'm just letting you know.
[AGENT][NEUTRAL] OK, alright, thank you. And the next thing to verify with me will be your email address I'm sorry, your mailing address first off.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you. The phone number that is on file for you.
[AGENT][NEUTRAL] It's the same as the one you gave me. So again, that is your best contact number. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. And lastly, your email address?
[CUSTOMER][NEUTRAL] Uh lowercase [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Mr. [PII]. So let's see.
[AGENT][NEUTRAL] OK, so what is the claim number that you would like for me to look at?
[CUSTOMER][NEUTRAL] Uh, the one I have is 3546.
[CUSTOMER][NEUTRAL] 985
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Should be the only one I have.
[AGENT][NEUTRAL] OK, so that was the initial, yes, sir, that was, we did receive that. That one was processed on [PII].
[AGENT][NEUTRAL] Uh, let me see what the remarks states. I can see that that was denied.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] It's on here.
[CUSTOMER][NEUTRAL] Hold on, you broke up. What did you say, ma'am?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Mr. [PII], can you hear me?
[CUSTOMER][NEGATIVE] You're breaking up on me.
[CUSTOMER][NEUTRAL] I can hear you now.
[AGENT][NEUTRAL] I'm sorry. I don't, we don't have a very good connection and there's uh uh it's in and out. I can't and can't hear you at times as well, so I don't know, unfortunately. Um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so this one on this claim, which did you receive? I've, I've spoken to you before and I know you were going to set up your profile online.
[AGENT][NEUTRAL] So that you could see the
[CUSTOMER][NEUTRAL] Uh, yeah,
[CUSTOMER][NEUTRAL] Yeah, I didn't get any of that done, but I, as far as I know you guys have all the paperwork.
[AGENT][NEUTRAL] OK, so on that particular claim we were missing your portion of the claim, which is what you did you receive your explanation of benefits in the mail?
[CUSTOMER][NEUTRAL] Yeah, but I, I talked to my agent and she said that.
[AGENT][NEUTRAL] From APL, OK.
[CUSTOMER][NEUTRAL] You guys should have everything now because I've sent everything to you guys.
[AGENT][NEUTRAL] OK, so let me look. There was an
[AGENT][NEUTRAL] OK, so there was another claim and I can give you this, that was just processed on the [PII].
[AGENT][NEUTRAL] Um, that claim number, which is also tied to this, but it's just most recently, recently processed information and that's 355.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 4479.
[AGENT][NEUTRAL] And you will be getting an explanation of benefits, Mr. [PII] in the mail on this one just like you did with the other one, but it just hasn't had time to because today is the [PII]. It was just processed on the [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So this one was also denied and it's stating the same thing that we are in need of your, the employee's portion of the claim form.
[AGENT][NEUTRAL] Your claim will be in an inactive status until.
[CUSTOMER][NEGATIVE] And it wasn't work related.
[AGENT][NEUTRAL] You still have to complete your section.
[CUSTOMER][POSITIVE] I did. I've, I've completed like 3 things for you guys.
[AGENT][NEUTRAL] OK, so you would have completed one section, your doctor, one section, and the employer.
[CUSTOMER][NEUTRAL] What, uh, uh, but I don't get what my employer has to do anything because it was not work related. I
[AGENT][NEUTRAL] Yes, sir, but
[AGENT][NEUTRAL] And I see that this coverage that you have with us is through your employment with YRC Freight. Is that correct?
[CUSTOMER][NEUTRAL] No, I do not work for YRC freight. I work for ABS.
[AGENT][NEUTRAL] OK, have you spoken to someone with the Universal Trucking Benefits association?
[CUSTOMER][NEUTRAL] Mm, I talked to the agent that I did all this through.
[CUSTOMER][NEUTRAL] Her name's uh [PII].
[AGENT][NEUTRAL] OK, I'm sorry, but I, I don't know who [PII] is, Mr. [PII], yes, sir, cause that's a different company. Um, but I mean,
[CUSTOMER][NEUTRAL] Yeah, I know there's probably thousands of them.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I was going to look at the information that we received.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] To see what was included. It does show that the broker's office had submitted it on your behalf.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Just let me double check it.
[AGENT][NEUTRAL] So this is just the like the employer section of it.
[AGENT][NEUTRAL] This didn't, does not include your statement.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEGATIVE] So do you guys are gonna mail it to me or what? You said something got mailed to my house?
[AGENT][NEUTRAL] OK, so when you and I, let me look back on see exactly what I sent to you. Give me just one second.
[AGENT][NEUTRAL] OK, so I see that back on [PII] that we did send you a form.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] One of the examiners.
[CUSTOMER][NEGATIVE] Yes, and I had it filled out and sent back.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] You sent it back or you had someone to send it back?
[CUSTOMER][NEUTRAL] I think I emailed it to you guys or.
[AGENT][NEUTRAL] And you wouldn't have been able to email it to APL because we can't accept claims information Mr. [PII] via email. It either has to be uploaded into the portal that I emailed you the user guide for or.
[AGENT][NEUTRAL] It can be faxed our secured fax line or mailed in the regular mail.
[CUSTOMER][NEUTRAL] Alright, can you send me the information for the portal again?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] To my email.
[AGENT][NEUTRAL] I can. Mhm.
[AGENT][NEUTRAL] Uh, give me just a moment.
[CUSTOMER][NEGATIVE] So my the employer part of it, what are they supposed to fill out? Did I had surgery or what? I mean, that's what I don't understand.
[AGENT][NEUTRAL] Yes, so there's a section that UTBA filled out.
[AGENT][NEGATIVE] And that has been returned.
[AGENT][NEUTRAL] To us.
[CUSTOMER][NEUTRAL] That who filled out?
[AGENT][NEUTRAL] The Universal Trucking Benefits Association.
[AGENT][NEUTRAL] You're a contract employee, is that correct? UTBA is who you enrolled for your insurance with and that's where the agents are located.
[CUSTOMER][NEUTRAL] Yeah, I don't know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There is a section of the claim form that has to be filled out by them they did complete that and that has been returned to us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] According to the two notes on the two claims that are on file for you, Mr. [PII], all we're missing is your section for the, to move further with the review of your claim.
[CUSTOMER][NEUTRAL] And what section am I supposed to feel about me, my information?
[AGENT][NEUTRAL] Yes, so I'm gonna I'm gonna go ahead and attach the disability claim form for you and page one on that form does have all of the instructions.
[AGENT][NEUTRAL] As far as the claimant statement and it tells you which sections you would complete.
[CUSTOMER][NEUTRAL] OK, cause yeah, I.
[CUSTOMER][NEUTRAL] I know I've got like 4 or 5 files on my phone. My son helps me with this, so I'm not very computer tacky on attaching documents and sending all that crap, but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I thought we sent everything you guys needed, but oh, go ahead and send me what?
[AGENT][NEUTRAL] OK, so give me just a moment. I'm still getting the information pulled up. Now, if you're gonna get your son to help you, make sure that when you all upload documents, if you're gonna set up your portal and then upload.
[CUSTOMER][NEUTRAL] I'm supposed to have
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your documents, it has to be done from a computer. You cannot upload documents from a cell phone.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. So I just wanted to make sure that you are aware of that.
[CUSTOMER][NEUTRAL] Well, does that matter? because I've been sending the documents that I have on my file on my phone.
[CUSTOMER][NEUTRAL] Is that messing things up?
[AGENT][NEUTRAL] Um, you're sending them to who?
[CUSTOMER][NEUTRAL] Oh, I, I guess my agent.
[AGENT][NEGATIVE] I don't show that we've received anything from you.
[CUSTOMER][NEUTRAL] Uh, it must be from my agent then I'm sending them to my agent.
[AGENT][NEUTRAL] I mean, they may can accept that. I don't, I see agent has been the one submitting.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And again, they may be able to accept, you know, via email.
[CUSTOMER][NEUTRAL] From the ages.
[AGENT][NEUTRAL] I just know that we can't.
[AGENT][NEUTRAL] I mean, you said you have been sending stuff to your agent from your phone?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] You just can't do that with APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, but she, my agent can send stuff to you guys, right?
[AGENT][NEUTRAL] She's been uploading it into the portal. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so give me just one moment, it's almost done loading these documents for me to send you, Mr. [PII]. So just a second please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the email that I'm sending to you, Mr. [PII] will be just like before. It's gonna come from [PII].
[AGENT][NEUTRAL] And I did put APL in your subject line and the email has two attachments, the user guide for the portal and then the disability claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and everything and this has to be done on a computer.
[AGENT][NEUTRAL] If you're going to electronically send it back, yes sir, it can be faxed to the secured fax line that's on the bottom of the very first page that has the instructions or mailed to that PO box. It just cannot be emailed to APL and it cannot be uploaded from your phone once you set your portal up.
[CUSTOMER][NEUTRAL] The portal
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK. All right then. Well, is there anything else that I can help you with this afternoon?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] OK, Mr. [PII], well, it was nice speaking to you again and if that's all I can help you with, thank you for calling APL and I hope you have a nice evening.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.