AccountId: 011433970860
ContactId: b57764c5-6c83-44ed-906e-0b2eadd5355c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 725429 ms
Total Talk Time (AGENT): 174681 ms
Total Talk Time (CUSTOMER): 278301 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/b57764c5-6c83-44ed-906e-0b2eadd5355c_20250609T21:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to check on a claim.
[AGENT][NEUTRAL] Alright, can I assist you with claims. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Um, the callback number is [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII], and may I have the policy number?
[CUSTOMER][NEUTRAL] 249.
[CUSTOMER][NEUTRAL] 5024.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] my
[AGENT][NEUTRAL] Alright, and may I have what's the name on the account?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] With that.
[AGENT][NEUTRAL] OK. Is Mr. [PII] there with you so I can get authorization?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, he's on the phone, right. Yes, ma'am, I'm here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII]. I just need to verify your date of birth, mailing address and email address.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] Uh, [PII] birthday.
[CUSTOMER][NEUTRAL] Uh, [PII] address is [PII].
[AGENT][POSITIVE] Mm. Thank you.
[AGENT][NEUTRAL] OK, let me check and see what's going on with the claim. One moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I pull the documents, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you for holding, Mr. and Mrs. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK. So, um, based on the information from from the Universal trucking, the policy terminated on [PII].
[CUSTOMER][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] Uh, that couldn't be, ma'am, because we just did, uh.
[AGENT][NEGATIVE] So the claim, it was denied.
[CUSTOMER][NEGATIVE] I'm not understanding that because they were still taking money out of his check, so where did that money go to?
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] What I can do is get universal truck and.
[CUSTOMER][NEUTRAL] Yes, and she just did all the paperwork now.
[CUSTOMER][NEUTRAL] Because she just did all the paperwork for the claim, ma'am, but, um, uh, she said it'll take, uh, you know, 7 to 10 business days.
[AGENT][NEUTRAL] OK, um, what.
[CUSTOMER][NEUTRAL] For the approval.
[AGENT][NEUTRAL] And we processed the claim, but since it was past the date of um.
[CUSTOMER][NEUTRAL] And they, um, I just talked to.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, I just talked to someone at Universal Trucking, and they say you have to be on a temp service. Y'all must have the wrong name or something because he's not with a temp service.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Universal Trucking said he needed to be with the temp.
[CUSTOMER][NEUTRAL] Mr. [PII], uh.
[CUSTOMER][NEGATIVE] No, yeah, Universal. I just spoke with them. They don't even have him. They said.
[CUSTOMER][NEUTRAL] Um, that's uh for a temp service. He never did a temp service. Mr. [PII] did that insurance for him through, um, California cottage.
[CUSTOMER][NEGATIVE] And that's not a temp service.
[AGENT][NEUTRAL] So he's not with open force?
[CUSTOMER][NEUTRAL] Yes, he's went open for us. Yes, he was with open for us, yeah, but he haven't been with them now because he's been sick. But we've been still paying on the policy, so nobody ever said that it was canceled. So where did that money go in?
[AGENT][NEUTRAL] OK, for that information, we will have to get in touch in contact with Universal Trucking because they're the ones that work with OpenForce and they're the ones that send us the report to cancel the policy. So they can go ahead and answer that for you, but we don't have any other information about the termination date and the reason of the denial of the claim that is because the policy was terminated.
[CUSTOMER][NEUTRAL] Yes ma'am. I'm, I'm, I'm an owner operator.
[CUSTOMER][NEUTRAL] Uh, even though one of your reps was, was contacting us and told us the decisions to go through, uh, being that I was out of work ever since the [PII].
[CUSTOMER][NEUTRAL] That's the last day I worked for California College.
[AGENT][NEUTRAL] This is through Open Force. It's called Cottage the same thing as Open Force.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am, um, um, they was going to open full where I received my settlement, uh, every week with my pay.
[CUSTOMER][NEUTRAL] And they would be able to deduct the amount for, for my workman's comp.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well, for the disability
[CUSTOMER][NEGATIVE] And we was corresponding with one of your representative on Mr. something. I can't remember his name. His name is [PII]. He don't wanna get the insurance for us, but nobody never contacted us and said nothing was canceled, and they were still taking the money out of his um check every Friday when he was getting paid, so I'm not understanding that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, and I was terminated with um California cottage on the [PII] of this year.
[AGENT][NEUTRAL] OK, um, let me get Universal Trucking on the line because, um, the information we have is what we got, OK, from, from Universal Trucking. So we just need to have um them fix this if they need to fix it, um, because that's all we have. Mhm. Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ma'am, can I ask you a question? Right, uh, who, who's Universal Trucking?
[CUSTOMER][NEUTRAL] They do open for it, she said, open for it.
[AGENT][NEUTRAL] Universal trucking.
[AGENT][NEUTRAL] Mhm. They're with Open Force, they're with open force, more than likely, [PII] is the agent that you're working with with Universal Trucking.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Right, right. Right, so, so, so universal Trucking, it's actually supposed to be California college instead of universal trucking, right? No, babe, listen, no, she said they weren't too open for us. She's gonna come to them, so we can ask them what's going on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So you have to transfer.
[AGENT][NEUTRAL] OK, let me go ahead and transfer you over. Let me give you the number just in case you need it for future, um, and then I'll go ahead and transfer you, OK? One moment.
[AGENT][NEUTRAL] OK, so the number is [PII].
[AGENT][NEUTRAL] 4
[CUSTOMER][NEGATIVE] Like, are you writing it down because I can't write it down. I, I can't get no pin up, baby. They got me in the bed and kind of moved the thing going off and all that crazy stuff.
[CUSTOMER][NEUTRAL] I ain't got no pen in here, but you took my bag out.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Just, yeah, just let me know when you're ready and I'll go ahead and give it to you. You can go ahead and look for a pen.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] You're ready. OK. All right. OK. That's [PII].
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 472.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] OK. OK, so let me go ahead and transfer you. Is there anything else I'm gonna help you with today before I transfer you?
[CUSTOMER][POSITIVE] No, I wanna talk to them first and then I'll call you all back.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK. All right. Let me go ahead and transfer you. Have a good afternoon. You're welcome. One moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello this is [PII].
[CUSTOMER][NEUTRAL] Yes, I'm, I'm sorry, hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][POSITIVE] This is universal truck and benefits.
[CUSTOMER][NEUTRAL] They just transferred us to you.
[CUSTOMER][NEUTRAL] OK, who transferred you?
[CUSTOMER][POSITIVE] Um, I'm making one.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Um, I, I'm sorry, I'm having, uh, I'm having a lot of trouble here hearing you. You might not have a great, a great reaction, a great connection.
[CUSTOMER][NEUTRAL] Uh, not so, not so much.
[CUSTOMER][NEUTRAL] Hello sir, can you hear me?
[CUSTOMER][NEUTRAL] Yes, I can hear you better, sir.
[CUSTOMER][NEUTRAL] Yes, this is [PII].
[CUSTOMER][POSITIVE] Oh yes sir how are you?
[CUSTOMER][NEUTRAL] I'm fine sir uh what can I do for you?
[CUSTOMER][NEUTRAL] Yes we was calling to get uh some clear.
[CUSTOMER][NEUTRAL] To get some quotes