AccountId: 011433970860
ContactId: ad4b2212-1d05-489c-89a9-20810f397186
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1287069 ms
Total Talk Time (AGENT): 422850 ms
Total Talk Time (CUSTOMER): 457198 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/ad4b2212-1d05-489c-89a9-20810f397186_20250408T20:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII].
[CUSTOMER][NEUTRAL] Um, I called the other day.
[CUSTOMER][NEUTRAL] About getting my short term disability.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And after talking to the young lady there,
[CUSTOMER][NEUTRAL] Where you where you're at, she told me I had to call back to.
[CUSTOMER][NEUTRAL] No, I can't even think of our name.
[CUSTOMER][NEUTRAL] Mother, what is the name of the place?
[CUSTOMER][NEUTRAL] Truckers trucking something universal trucking.
[AGENT][NEUTRAL] Oh, Universal Trucking.
[CUSTOMER][NEUTRAL] Yes ma'am and well anyway.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was told by your office to call them back something about uh some forms that need to be filled out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Or they're not correct or something.
[AGENT][NEUTRAL] OK, I can look into it.
[CUSTOMER][NEUTRAL] And I'm not
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I'm here.
[AGENT][NEGATIVE] OK, go ahead. I don't know if you can hear me. It's a very bad echo.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah, well I've got you on speaker phone trying to.
[AGENT][NEUTRAL] OK. No, that's fine.
[CUSTOMER][NEUTRAL] So somebody can help me, help me catch what I don't hear.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] But anyway,
[CUSTOMER][NEUTRAL] Yeah, they were saying I need uh.
[CUSTOMER][NEUTRAL] You know, get back with them about some paperwork out. Well, I talked to them and they said, no, I've done everything on their end. It's your end that I.
[CUSTOMER][NEUTRAL] So I, I'm confused.
[AGENT][NEUTRAL] OK. Well, I can, I can definitely try to help clear up the confusion. Um, Mr. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] I don't remember my policy number, but my phone number is [PII].
[AGENT][NEUTRAL] Thank you, and I can look your policy up with your social if you'd like.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, I'm trying not to be a bother but I've never used my disability before so it's, it's confusing to me.
[AGENT][NEGATIVE] Oh no.
[AGENT][POSITIVE] You're not a bother at all. You call us as many times as you need to.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I don't know if
[AGENT][NEUTRAL] Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] No, ma'am, go ahead.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. Uh, my system went down. I had to pull everything back up, but I have your policy here. And can you verify your um date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] My billing address is [PII].
[CUSTOMER][NEUTRAL] And my email is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So,
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, so you're trying to fill out this, the short-term disability claim form and we're needing the employer's portion.
[CUSTOMER][NEUTRAL] OK, that's where I'm getting confused because I am the employer.
[AGENT][NEUTRAL] Is that what's happening?
[AGENT][NEUTRAL] So you're, so like you're self-employed?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm just contracted to another company.
[CUSTOMER][NEUTRAL] To pull their trailers.
[CUSTOMER][NEUTRAL] But I am the company Martin Martin Lee Chapman Trucking.
[AGENT][NEUTRAL] OK, hold on one moment, let me go to this claim.
[AGENT][NEUTRAL] And see what the the.
[CUSTOMER][NEUTRAL] Cause
[CUSTOMER][NEUTRAL] The, the young lady I talked to before.
[CUSTOMER][NEUTRAL] Said I needed to go back to the.
[CUSTOMER][NEUTRAL] Previous company which was GMP.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] And get something from them.
[AGENT][NEUTRAL] This, this is from the most recent claim, right? The one that we received on [PII]?
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, the reason I'm asking, OK, wait a minute. So we're, so it's asking for two things, the employee, I just want to get caught up and make sure I was in the right place with you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So, but it's not asking for the employer, it's asking for your portion and the doctor's portion.
[AGENT][NEUTRAL] So you know
[CUSTOMER][NEUTRAL] OK, well she told me 3 things the other.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Because I, I just, I'm just looking at the claim and there's um the, the two lines here and it's saying.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] One of them is asking, saying missing employee, and the second one, the second line is doctor claim for a missing physician. So we don't need the employer information.
[CUSTOMER][NEUTRAL] Yes, ma'am. I need
[CUSTOMER][NEUTRAL] Well, that's, that's what I kept telling her because she kept wanting to go back to where when I got the policy which was GMP trucking.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that business is no longer around.
[AGENT][POSITIVE] Well, I, I'm sorry for the confusion.
[CUSTOMER][NEUTRAL] They sold and
[CUSTOMER][NEUTRAL] OK, um, and I mean it's not your fault.
[AGENT][POSITIVE] Um, yeah, I definitely apologize for that.
[CUSTOMER][NEUTRAL] It's not, it's not your fault. Can you send it to me somehow because I don't own a computer and printer and.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] All that mess. I, I, I tried to explain this, ma'am.
[AGENT][NEUTRAL] What's the best way?
[AGENT][NEUTRAL] What's the best way? you want me to mail it to you?
[CUSTOMER][NEUTRAL] What's
[CUSTOMER][POSITIVE] That would be the best way.
[AGENT][NEUTRAL] OK. I can mail it to you.
[CUSTOMER][NEUTRAL] Because I mean you.
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] I can mail it to you.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Like I said, I tried to explain this to the woman the other day.
[CUSTOMER][NEUTRAL] But in a nutshell in a, in a nutshell.
[CUSTOMER][NEUTRAL] She pretty much talked to me like she had to go potty and now.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] And told me I need, and talked to told me I need to call.
[CUSTOMER][NEUTRAL] Universal trucking
[CUSTOMER][NEUTRAL] Because I had to finish it and I'm like what are you talking about?
[AGENT][NEUTRAL] No, I'll, um, I'm, I'll definitely, uh,
[AGENT][NEUTRAL] Just make sure she gets, she understands how that works. So I definitely do apologize um for that, and I will go ahead and um well, I already sent the request to have it mailed to the home address here on file, but yeah, it now there is a difference between the the
[AGENT][NEUTRAL] Because the group is under Universal trucking, so there's a difference in the claim form, but
[AGENT][NEUTRAL] Um, I'm just gonna email you the UTBH, um, disability claim form.
[CUSTOMER][NEUTRAL] OK. Yeah, see, I, I knew something from the doctor and she said something from a
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] The employer and I kept telling her I said I am the employer.
[AGENT][POSITIVE] I'm sorry about that.
[CUSTOMER][NEUTRAL] And I go to the doctor the [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Like I said, it, it's just, it's been confusing and.
[CUSTOMER][NEGATIVE] I'm scared I'm not gonna make it uh when I go so he can fill out his portion.
[AGENT][NEUTRAL] What do you mean?
[CUSTOMER][NEUTRAL] You know, emailing it back to you.
[CUSTOMER][NEUTRAL] When I go to the doctor on the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You said there's a spot he needs to fill out?
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Well, I mean, I want to take it in there with me.
[CUSTOMER][POSITIVE] You know, I instead of having 2 visits, I'll have it all in one.
[AGENT][NEUTRAL] 000, I see what you're saying. Mhm. So you want to make sure you have the form by the time you go to the doctors.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And see, I have no way of.
[CUSTOMER][NEUTRAL] I know there's a way I can do it off my phone, but I'm sorry, I'm not phone etiquette.
[CUSTOMER][NEUTRAL] I know how to dial a number and ask questions.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Otherwise I'll be walking around.
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Um, well, I was just saying, OK, well, the only options.
[AGENT][NEUTRAL] Our mail and facts.
[AGENT][NEUTRAL] Is there somewhere I can fax it?
[CUSTOMER][NEUTRAL] Well, they
[CUSTOMER][NEUTRAL] No, I can fax. Can I just take it to the truck stop up the street.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] As long as I got a fax number, you know, that's not a problem. It's just receiving it on my phone.
[CUSTOMER][NEUTRAL] And then taking it to somebody that can understand it to print it out and.
[CUSTOMER][NEUTRAL] You see what I'm saying?
[AGENT][NEUTRAL] OK. So if I fax it to you.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Do you know the fax number there at the um trucking stop or the truck stop?
[CUSTOMER][NEUTRAL] Uh, if you give me just a second, I can.
[CUSTOMER][NEUTRAL] Give it to you
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm having to pull up there.
[AGENT][POSITIVE] Oh, take your time.
[CUSTOMER][NEUTRAL] Their site right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not, not my profile what.
[CUSTOMER][NEUTRAL] Oh, how do I go back?
[CUSTOMER][NEGATIVE] Oh lord, it won't let me go back.
[CUSTOMER][NEGATIVE] I hate phones. I swear I do.
[AGENT][POSITIVE] It's OK. Take your time. It's fine.
[CUSTOMER][NEGATIVE] This this is why I don't want it done on the email.
[CUSTOMER][NEGATIVE] I get so scatterbrained.
[AGENT][POSITIVE] It's totally fine.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Store hours.
[CUSTOMER][NEUTRAL] Info.
[CUSTOMER][NEUTRAL] OK, their fax number?
[CUSTOMER][NEUTRAL] Is 864.
[CUSTOMER][NEUTRAL] 947.
[CUSTOMER][NEUTRAL] 879 2
[AGENT][NEUTRAL] OK, so I'm gonna put attention [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And then when you go up there.
[CUSTOMER][NEUTRAL] Yeah, because everybody knows me there it's like right up the street.
[AGENT][NEUTRAL] Um, don't know it's for you.
[AGENT][NEUTRAL] OK, and then that way they'll know it's for you and I'll, um, so usually we say give faxes like an hour, um.
[AGENT][NEUTRAL] If it gets to like the end of the day and you have it, well, it's already 3.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm. Well, here, here it's 4, but.
[AGENT][NEGATIVE] Oh, OK, so that's even worse.
[CUSTOMER][NEUTRAL] Now I'm not sure.
[AGENT][NEUTRAL] I was gonna say if it gets to end the day, I know, but, well, OK then, so we have more time.
[CUSTOMER][NEGATIVE] Well, the truck stop never closes.
[CUSTOMER][NEUTRAL] Yeah, truck stop never closes. They'll, they receive 24 hours, but.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] You know it's what y'all can do to get it to there. I don't know what time y'all close.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I'm getting ready to send it now. So, um, if you don't receive it, I'll say tomorrow afternoon, give us a call back and we'll definitely resend it for you. I'll send it twice.
[CUSTOMER][NEUTRAL] All right, and you
[CUSTOMER][NEUTRAL] And your name is
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I just try to keep, keep a running along to who I spoke to.
[AGENT][NEUTRAL] I understand. I do the same thing.
[CUSTOMER][NEGATIVE] Well, some people get offended. Well, you just call and they'll da da da no.
[CUSTOMER][NEGATIVE] That means I gotta go through all this again.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yes, and I need to know what day and who I talked to and the time too.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] So I appreciate your help and like I said I don't know what was up with the other girl.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But like I said, she talked so fast like she had to go pot.
[CUSTOMER][NEUTRAL] And now
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Oh.
[CUSTOMER][NEUTRAL] I mean that's the that's the most general way I could put it.
[AGENT][POSITIVE] Well, thank you for letting us know, and I'm definitely going to pass the information on so that we can get some coaching if needed and, you know, make sure that doesn't happen again. I definitely do apologize.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yeah, because you know the other company.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The trucking
[CUSTOMER][NEUTRAL] Yeah they're the one that told me I had to contact y'all and then when I talked to her she know you need to talk to them.
[CUSTOMER][NEUTRAL] And it was like being a ping pong ball.
[AGENT][NEUTRAL] Back and forth, right.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] And, you know, I get aggravated I get aggravated real quick.
[CUSTOMER][NEGATIVE] And it don't do nothing but hurt myself.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] But it's like after you get passed back and forth.
[CUSTOMER][NEUTRAL] Yeah, you just decide to with it and.
[CUSTOMER][NEUTRAL] You know what I mean?
[AGENT][NEUTRAL] Well, no, that is frustrating and I definitely, we, that's not the experience we want you to have. I hope that I was able to change your mind on that a little bit.
[CUSTOMER][NEUTRAL] Oh, you, you
[CUSTOMER][POSITIVE] Well, you, you've been wonderful. I, I, I've got an understanding what I need to do now.
[CUSTOMER][NEUTRAL] But you know she was saying I need to get the information from Universal Trucking.
[CUSTOMER][NEUTRAL] And I'm like, well, they told me to call y'all.
[AGENT][POSITIVE] Yeah, that we're definitely gonna have to do some coaching on that.
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] Yeah, because see I'm, I'm hoping to be released on the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I can go back to work, but I've been out of work since the [PII].
[AGENT][NEUTRAL] of [PII]
[CUSTOMER][NEGATIVE] And the mortgage people are beating them.
[AGENT][NEUTRAL] Well, I know it.
[CUSTOMER][NEUTRAL] Well, actually the [PII].
[CUSTOMER][NEUTRAL] The last doctor said.
[AGENT][NEUTRAL] OK. So I just sent it over twice. So you're gonna um
[AGENT][NEUTRAL] Hopefully, if one doesn't go through, you get the other or you may have two copies.
[CUSTOMER][NEUTRAL] OK, well, how will it be uh coming through from you?
[AGENT][NEUTRAL] So on the front page.
[CUSTOMER][NEUTRAL] So I can call them and
[AGENT][NEUTRAL] Um, on the front page it's going to say attention [PII], and then um I send it to that fax number that you gave. It doesn't have, um,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] It uh
[AGENT][NEUTRAL] I'm trying to think if it has like it has a logo on it.
[CUSTOMER][NEUTRAL] I didn't know if it'll have y'all's call letters.
[CUSTOMER][NEUTRAL] OK, OK, it'll have the PTL or whatever.
[AGENT][NEUTRAL] 8PL
[CUSTOMER][NEUTRAL] APL OK. Lets messed me up.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And then, uh, it's all right, and then it's gonna say, um.
[AGENT][NEUTRAL] You know, like on the next page is after the cover page it's gonna say UTBA disability claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty well I appreciate it, Miss [PII] and it's.
[CUSTOMER][POSITIVE] This has actually been pleasurable.
[AGENT][POSITIVE] Well, I'm glad I changed that experience for you, Mr. [PII], and if um once you get the form, if you have any questions, just let us know. um, but once we get everything back in, we'll go ahead and reprocess.
[CUSTOMER][NEUTRAL] OK, so once
[CUSTOMER][NEUTRAL] OK, so once I get it filled out by the doctor.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what was the other part I needed?
[AGENT][NEUTRAL] Your part
[CUSTOMER][NEUTRAL] Doctrines
[CUSTOMER][NEUTRAL] Now my part consists of.
[AGENT][NEUTRAL] So, on the, when you get the claim form, the first page is gonna have a list of instructions and it'll show you, I mean, I can tell you the sections now.
[AGENT][NEUTRAL] But it's gonna show you which sections you need to fill out for you and then the doctor, so it's like section A through F, it'll tell you which parts are who.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Alright, that'll that'll work.
[AGENT][NEUTRAL] But it also says, um, it also says statement of insured and then the doctor's part of attending physician on the header.
[CUSTOMER][NEUTRAL] OK, what's the
[CUSTOMER][NEUTRAL] First when you, the
[AGENT][NEUTRAL] Your part?
[CUSTOMER][NEUTRAL] Something about insured.
[AGENT][NEUTRAL] Oh, statement of insured. Mhm. That's your portion.
[CUSTOMER][NEUTRAL] You said something about insured.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] All righty. Well, I appreciate your help. I really do.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, I just gotta get a hold of those now and let them know it's coming.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] But I do appreciate you.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] You're welcome. Well, thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.