AccountId: 011433970860
ContactId: d5390497-c43f-4047-9200-5adbbf4a66c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268600 ms
Total Talk Time (AGENT): 97020 ms
Total Talk Time (CUSTOMER): 160288 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/d5390497-c43f-4047-9200-5adbbf4a66c6_20241230T18:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning [PII]. My name is [PII], and I was just calling to find out the status of my claim.
[AGENT][NEUTRAL] OK, send it. Can I get a good call back number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you so much. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, not handy. Can we use my social?
[AGENT][NEUTRAL] Uh, yeah, give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII], what is your social?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, thank you. And what is your mailing address?
[CUSTOMER][NEUTRAL] Um, I think I had it changed to [PII].
[AGENT][NEUTRAL] OK, is that the correct mailing address?
[CUSTOMER][NEUTRAL] That's the one I think I had to change it to, uh, or else it would be, uh, I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the, no, that's the one we have on file. I just wanna make sure that is the correct one.
[CUSTOMER][POSITIVE] Oh yes ma'am, absolutely.
[AGENT][NEUTRAL] OK, OK, and Finance, what is your date of birth and email address?
[CUSTOMER][NEUTRAL] Um, [PII] and [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now you said you're calling to check on a claim, is that correct?
[CUSTOMER][NEGATIVE] Yeah, well, I've, I've had this claim now, um, getting surgery done, but, uh, I got a different form in the mail from you guys and I, I don't really understand it. It says UTBA disability claim form. I didn't know if you guys were switching me or what was going on.
[AGENT][NEUTRAL] OK, now this is for your disability policy, correct?
[CUSTOMER][NEUTRAL] Yeah, for accident, uh, it wasn't work related though.
[AGENT][NEUTRAL] OK. So it looks like your disability payment went out on the [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I, I received that. I was just wondering.
[CUSTOMER][NEUTRAL] Um, if everything was the same or something, because this new forms kind of got me wondering what's going on. I don't know, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's basically the same form you send it just says something different in the letterhead.
[AGENT][NEUTRAL] OK, so it it possibly is just the new disability claim form so if you're gonna be on disability longer than December, they were just sending you a new claim form that way um the provider could fill it out for the month of January if you're still gonna be on disability.
[CUSTOMER][NEUTRAL] Got you. OK. Because they sent that one for the attending physician.
[AGENT][NEUTRAL] Yes sir, that's what it, um, that's what it was they were sending you a new claim form that way if your disability is gonna be longer than December, then the provider will need to fill it out for January.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Awesome. OK, well, that's a, that's, that's a relief because now at least I know what's going on. So I have an appointment to see, see, um, the doctor on the [PII], so that'll, that'll work out perfect. I can get that done and he can get it to you guys and hopefully I'll be back to work soon, um.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, sir, that's all it is. They were just sending you that claim form that way you'll have it and you won't have to go in and get it printed or anything like that. They were just gonna go ahead and um make sure you have that claim form.
[CUSTOMER][NEUTRAL] You know, I mean,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome. And, and because it is slightly different, it, it says UTBA on, I think that's United Truckers, uh, something association, but, um.
[AGENT][NEUTRAL] Yes, sir, that's the group that you're affiliated with, um, so it's, it's just the claim form, that's all it is.
[CUSTOMER][POSITIVE] Oh, I got you.
[CUSTOMER][POSITIVE] Awesome, awesome. Well, [PII] lady, I truly appreciate your, your efforts in my path and, uh, and I, I, I have a lot of relief now, but, uh, yeah, I'm getting ready. I'm hoping we can get this behind me and get back to work. I still have my job, so, um, you know, it's just like, I think like 4 times as much working than I do right now and so it's, you know, I definitely wanna get back to work. So, uh, but I'm glad I had you guys. I'm not complaining, you know what I mean?
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] I definitely understand that any amount of money nowadays helps out.
[CUSTOMER][POSITIVE] Yeah, absolutely, especially with prices going crazy like there, but um, no, I, I do, I appreciate your help and you got every time I call you guys you're very helpful and, and um I try not to bug you too much but I do appreciate it and I hope you have a wonderful day.
[AGENT][NEUTRAL] Yes, sir. Is there anything else I can take a look at for you?
[CUSTOMER][POSITIVE] No, ma'am, I'm good. I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes sir, well thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][NEUTRAL] All right, bye bye.