AccountId: 011433970860
ContactId: cdf221a0-9b0b-415e-ab86-b2273ca90847
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 687979 ms
Total Talk Time (AGENT): 167583 ms
Total Talk Time (CUSTOMER): 215246 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/cdf221a0-9b0b-415e-ab86-b2273ca90847_20250317T20:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII]. I'm calling on behalf of my husband, [PII].
[CUSTOMER][NEUTRAL] He called earlier today and spoke to by the name of uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she said um there seems to be some kind of miscommunication with regards to his.
[CUSTOMER][NEUTRAL] Um, short term disability.
[CUSTOMER][NEUTRAL] May I give you his uh.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] The the coverage number and then the confirmation number and we can see where the status is please.
[AGENT][NEUTRAL] Yes, [PII], um, you can give me, first let's get the policy number.
[CUSTOMER][NEUTRAL] OK, it's 252-1406.
[AGENT][NEUTRAL] 1406.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me pull that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, is [PII] available for me to speak to to get consent to discuss his policy with you, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes, good afternoon. This is [PII]. Uh, you're speaking with my wife [PII].
[AGENT][NEUTRAL] OK, thank you [PII]. I'll just need for you to verify some information for real quick can you give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then I'm also gonna need your address, phone number.
[AGENT][NEUTRAL] Or address that we have on the policy for you.
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[CUSTOMER][NEUTRAL] And my wife's number is [PII].
[AGENT][POSITIVE] OK thank you so much I appreciate you verifying your policy for me Miss [PII] um um Mr. [PII], I appreciate that we can we can talk to Miss [PII] and let's go over this this claim for you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am, so on [PII], I uploaded the documents that we received from APL and they had been uh filled out by Doctor [PII] and then they were signed off by his employer.
[CUSTOMER][NEUTRAL] And we just called today for a status.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I believe [PII] said a form had been sent to Texas Health for either further information or some form of confirmation, and they don't have it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The last piece of correspondence they have was when I sent them um pages.
[CUSTOMER][NEUTRAL] Let me get the page number for you, pages 6 and page 7 of the policy or the disability claim form for the doctor to fill out, and he did do so and then we had to get page 8 I believe signed off by his employer and we did.
[CUSTOMER][NEUTRAL] And then all that has been uploaded so if there's another form or more verification Texas Health does not have it.
[AGENT][NEUTRAL] OK, so right now it's looking to me like they're in their process as same claim. It's in the stages of being processed, um, it's on hold right now because they're waiting for salary verification from you.
[CUSTOMER][NEUTRAL] OK, I'm sorry, I, I took you off speaker. My husband wanted to listen to the conversation, but you kept on dropping out. You said it's processing but it's on hold because.
[AGENT][NEUTRAL] They're um getting salary verification from UTBA.
[CUSTOMER][NEUTRAL] Who's UTBA?
[AGENT][NEUTRAL] Universal trucking.
[AGENT][NEUTRAL] Rig runner?
[CUSTOMER][NEUTRAL] OK, so did it go actually to Rig runner?
[AGENT][NEUTRAL] Um, I'm not, I don't.
[CUSTOMER][NEUTRAL] Do you know, like, is there an email or a fax number or who did they send it to?
[AGENT][NEUTRAL] I don't see that if I'm not sure um that's done in the claims department, but I do see that they are in the process of working claim at the moment um now what I can do because there's information that I can't see um I can only say you know how the claim is is processed and the steps that they take that they give us notes on.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, but I can set up for somebody from the claims department to call you and they can answer those questions that you have.
[CUSTOMER][NEUTRAL] OK, because if it's with Rig Runner, I don't know if they sent it to the local office or to the [PII] office and depending on where they sent it, I would just like to be able to speak to the office and try to track it down so if could I be transferred over to claims or would you think it's better they call me back?
[AGENT][NEUTRAL] No, we have to, um, we have to send in a request for them to call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because, because as you can see they're extremely busy so there's certain there's certain times that they're allotted to stop doing a claim and make phone calls so what I'm going to do is um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] I got you.
[AGENT][NEUTRAL] Gonna put you on a brief hold. I'm gonna I'm sending a request for somebody from the claims department to give you guys a call back so I'm gonna do that request for while we're on the feather, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so very much.
[AGENT][NEUTRAL] Oh, you're very welcome, Ms. [PII]. It's gonna be a brief hold.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey Ms. [PII], I've got that request sent in, and you guys should be getting a call back within 24 hours.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, I didn't catch your first name when you said it.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], OK, [PII], thank you very much for all your help. I appreciate it.
[AGENT][POSITIVE] Well, we appreciate you guys being an APL customer and we thank you so much for calling. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] So she said it's in processing. Yes, she said, uh, [PII] said it's in processing, but there's one more step that I guess you need a signature or a sign off for verification of of employment, is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you very much, ma'am. I appreciate all your help.
[AGENT][POSITIVE] We appreciate you too. You guys have a good night and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you now bye bye.
[AGENT][NEUTRAL] Bye-bye.