AccountId: 011433970860
ContactId: ce55a88d-7968-480f-9d2d-3841785456c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 853340 ms
Total Talk Time (AGENT): 515051 ms
Total Talk Time (CUSTOMER): 261778 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/ce55a88d-7968-480f-9d2d-3841785456c9_20250130T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um, my husband [PII] has a disability things from me or from you guys.
[CUSTOMER][NEUTRAL] That we pay every month for like $5000 a month and I just had some questions about it.
[AGENT][NEUTRAL] OK, so you're calling regarding your husband's policy, is that correct?
[CUSTOMER][NEUTRAL] Yeah, he's sitting here but I'm calling about it.
[AGENT][NEUTRAL] OK, so yes, ma'am, uh, with it being his policy, I will have to speak to him, but Mortal, I'll go ahead and get the information I can from you. Um, so first off, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Well you guys probably have [PII] but we that was our home phone we no longer have that.
[AGENT][NEUTRAL] OK, what number?
[CUSTOMER][NEUTRAL] So I'll give you our cell phone numbers.
[AGENT][NEUTRAL] Mm, OK. What is your number? Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the policy number?
[CUSTOMER][NEUTRAL] Oh, I don't know. I have to have that.
[AGENT][NEUTRAL] What is your husband's full social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK. And you said that Mr. [PII] is there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so yes ma'am. I will have to get his authorization, yes ma'am, to speak to you.
[CUSTOMER][NEUTRAL] Hang on a sec
[CUSTOMER][NEUTRAL] Alright, hang on.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] I was gonna try to put it on speaker, but it's too stupid to figure it out.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Say it's OK to talk to me.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, Mr. [PII]. This is [PII] with APL. How are you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Good how are you doing?
[AGENT][NEUTRAL] I'm doing fine, thank you. So Miss [PII] was calling because she said that there's some has some questions regarding your policy with APL and I will need to verify your information with you for security and then also get your authorization to speak to her for this one-time phone call.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so first off, uh, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the phone number that we should have on file for you?
[CUSTOMER][NEUTRAL] Um, for me it'd be [PII]. The other number is her cell phone.
[AGENT][NEUTRAL] OK, and then what, what was your home number?
[CUSTOMER][NEUTRAL] It was [PII] yeah, it was [PII].
[AGENT][NEUTRAL] Because we
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Now, so we'll come back to that. So your phone number now that needs to be on file for you with us is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And then lastly, Mr. [PII], what is your email address?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I don't never use that stuff so I don't know.
[AGENT][NEUTRAL] I, I understand. Trust me, I talked to a lot of people who say the exact same thing, so don't feel alone. OK, so a couple of things, um, Mr. [PII], I'm going to email a user guide for our portal.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So that either you or if you authorize your wife to set it up.
[AGENT][NEUTRAL] Um, that's, that's up to you, but that would give you access to your policy information online with all of your benefit information in there and then I can see um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's CLA she did.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That this policy is through Universal Trucking CC that you have our coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that correct? Have you updated
[CUSTOMER][NEUTRAL] Universal tracking CC.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the policy is still universal. She says.
[AGENT][NEUTRAL] Have you
[AGENT][NEUTRAL] No, no, your employer. Yes, the policy is with APL, but your your employer.
[CUSTOMER][NEUTRAL] My employer is uh Dana.
[CUSTOMER][NEUTRAL] Companies.
[AGENT][NEUTRAL] OK, and you enrolled through, for the coverage through the Universal Trucking Benefits Association is what we show.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Yeah, uh, OK, yeah, that's right.
[AGENT][NEUTRAL] OK, so have you updated your phone number with them because our records, OK, so I need to make sure to give you the phone number for them. Now I can connect you all.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Over when we're finished with our part of the call so that you can get that updated with them as well.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And they can talk to my wife.
[AGENT][NEUTRAL] OK, and you, you may have to I don't know what their policies are. We can only speak to another person if you authorize us for that phone call. So, um, they may require that you update your phone number, but can you take their phone number down?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or do you want me to give that, OK.
[CUSTOMER][NEUTRAL] Yeah, let me get it.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] All right, go ahead.
[AGENT][NEUTRAL] OK, so the Universal Trucking Benefits Association's phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait a minute. 0, [PII], OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK. And again, you do authorize me to speak to her for this one time today?
[CUSTOMER][NEUTRAL] That's all I need.
[CUSTOMER][POSITIVE] I'm gonna call them and they gave me.
[CUSTOMER][POSITIVE] Yes, yes, I authorize you can talk to her.
[AGENT][POSITIVE] OK, perfect. All right. Well, thank you so much for getting on the line and I'll certainly try and help her today and I'll send this email to you, um, in just a few minutes.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Alright, here she is.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Uh thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Ma'am, I called that number and they gave me the other number.
[AGENT][NEUTRAL] OK, the phone number that I gave him is OK, Univers the Universal Trucking Benefits association is where the agents are located that he enrolled for any right and that's also he said that he had not updated his phone number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's where I called.
[AGENT][NEUTRAL] With them
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because they still show that his home number because our information that's on file comes from them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I have updated it in our system, but it also needs to get updated with with them so that's the phone number so you know you all will just need to I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, I already have that, yeah.
[AGENT][POSITIVE] Yeah, I can transfer you back over when we're done so y'all can get that corrected with them.
[AGENT][NEUTRAL] But that's why I gave him that number. So now, mhm, so, and I've also explained to Mr. [PII], and you may have heard this, I don't know. I'm going to be emailing him.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] A user guide for our portal here at APL and once the profile has been set up, he will have access to all of his policy information online as well.
[CUSTOMER][NEUTRAL] Well, we're, we're not uh too computer swavy, so that's why I was just calling.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] OK. All right. Well, that's fine. So, how can I help you? I'm still, the email that I'm gonna send that will come from care team at [PII] and it does give step by step instructions for setting it up and also how to use it.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] So how can I help you today?
[CUSTOMER][NEUTRAL] Yeah, what I was wondering is, uh, this is the, uh, the disability that pays the income if they're, uh, disabled or sick, and, uh, I just wondered if it covers his, um, they're wanting to do a knee replacement surgery on both of his knees.
[CUSTOMER][NEUTRAL] And is that covered in that?
[AGENT][NEUTRAL] And he will be off work. Mhm.
[CUSTOMER][NEUTRAL] Cause it said
[CUSTOMER][NEUTRAL] Yeah, he would be off work, um, at least if they do both of them probably be like 6-7 months.
[CUSTOMER][NEUTRAL] Because they would do the one and then they would do the other.
[AGENT][NEUTRAL] OK, so on this policy, there is a 14-day elimination period, so it would, that means he would have to be off for work for 14 days before this policy would go into, you know, perfect. Mhm.
[CUSTOMER][NEUTRAL] Yeah, I knew there was that, he told me that when I took it out.
[AGENT][NEUTRAL] OK. Um
[CUSTOMER][NEUTRAL] And then then how does that pay? It pays after 90 days or something?
[AGENT][NEUTRAL] Well, after 14 days, it would start if the benefits are approved. Mhm. And the maximum, let me see what the maximum period is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so the maximum disability period for an injury and or sickness is one year on this policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And there is a specific claim form that would need to be filled out. There's 3 separate sections. There's a section that Mr. [PII] will have to complete.
[AGENT][NEUTRAL] Also a section that the Universal Trucking Benefits Association will help you all complete and then obviously his physician.
[AGENT][NEUTRAL] I can also attach that claim form to this email with the user guide if you would like for me to because it does give the instructions on the claim form for how to go about completing that as well.
[CUSTOMER][NEUTRAL] Is there any way you can mail it?
[CUSTOMER][NEUTRAL] Or we have to do it through the email.
[AGENT][NEUTRAL] No, ma'am. I, I can request that it be mailed to you and that will take about at least, well, I can, for the claim form, that's gonna be.
[AGENT][NEUTRAL] More than 10 business days probably to receive that.
[CUSTOMER][NEUTRAL] Oh well he's not, he's not planning on, he's not planning on having it till like towards the end of the year. I was just checking about.
[AGENT][POSITIVE] Oh, well, then you can just call us back closer to time and we can send that to you.
[CUSTOMER][NEUTRAL] Yeah, I was just kind of asking the questions. I just wanted to make sure that the, the knee replacement will be covered under that and.
[CUSTOMER][NEUTRAL] And how we go about using it.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Now, this is for the, this is for the disability, you know, not, not for
[CUSTOMER][NEUTRAL] Oh yeah, yeah, I know because he'll be he'll be off work for, you know, like I said probably if he does both of them it'll probably be 6 months.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So yes ma'am we will just have to receive the claim with all those with the 3 sections to that claim form.
[AGENT][NEUTRAL] For review.
[AGENT][NEUTRAL] And then each month, there is, you, he would have to also submit his statement unless something changes as far as, you know, how long his doctor has him off and disability benefits are reviewed and paid on.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or approximately the [PII] of each month.
[CUSTOMER][NEUTRAL] OK, now does he, uh, like if the doctor gives a date, does he still have to send something in every month or?
[AGENT][NEUTRAL] Yes, he would. Yes, ma'am. Mhm. He, Mr. [PII] does. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right. I was just
[CUSTOMER][NEUTRAL] Yeah, that's what I was just wondering about the um.
[CUSTOMER][NEUTRAL] The guidelines here, which is he's not really wanting to have it, but it's getting to the point where he's probably gonna have to have it and I said well I better call and find out about how this works because we've never used it.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] All right, thank you. I'll call them and update the phone number and then uh.
[AGENT][NEUTRAL] Now I'll be happy to try and connect you back over to them if you would like, but if we get disconnected then you do have the number that you could call them directly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Well, you're welcome. So, can I help you with anything else, uh, today, Ms. [PII]?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, well, thank you both for calling APL. I hope you have a very nice day and if you'll give me just one moment, I will go ahead and um get you transferred back to Universal Trucking.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. So one moment.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, this is her.
[AGENT][NEUTRAL] Hey [PII], it's [PII] with APL. How are you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Hey, I'm good how are you?
[AGENT][NEUTRAL] I'm good, thank you. So, I have a couple on the line. Uh, the husband is the policyholder, but, and I think they just talked to someone not too long ago this morning and then told them to contact APL, but they need to update his phone number that's on file. His name is [PII]
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, yeah, you can go ahead and send him over.
[AGENT][NEUTRAL] OK perfect because the phone number that we had on file was a home uh landline that they no longer have so they just need to get it updated to his cell and his wife is also on the call.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] All right. Well, thank you much and I hope you have a great day, [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.