AccountId: 011433970860
ContactId: d7855f07-cc08-47d3-a7a0-820d2f3544d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 619130 ms
Total Talk Time (AGENT): 309253 ms
Total Talk Time (CUSTOMER): 228634 ms
Interruptions: 7
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/d7855f07-cc08-47d3-a7a0-820d2f3544d8_20250109T17:18_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. My name is [PII] and I'm calling in reference to my benefits. Well, actually my husband. Uh, we both have APL, but uh, he got hurt on the job.
[CUSTOMER][NEUTRAL] So does he qualify for the disability benefits?
[AGENT][NEUTRAL] Well, let me, let me get some information so I can pull up that policy and I'll go over that. What is uh the policy number?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well this one's uh it says 17626-02566917, but I don't know if that's just mine or if that's his let me look because we have.
[AGENT][NEUTRAL] OK, now.
[AGENT][NEUTRAL] That, that
[AGENT][NEUTRAL] What is the social security? Do you know his social security number?
[CUSTOMER][NEUTRAL] Let me see, we have 2.
[CUSTOMER][NEUTRAL] Um, for my husband is [PII].
[CUSTOMER][NEUTRAL] Oh, I have a policy number and a group number. Oh, that's for dental though, sorry.
[AGENT][NEUTRAL] Oh, I'm sorry, what is his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Give me one minute. I believe I have found it. Hold on for one second.
[CUSTOMER][NEUTRAL] Yeah, this one is just.
[AGENT][NEUTRAL] And what is his date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, I think this one is just dental. That policy is uh life insurance, so.
[AGENT][NEUTRAL] OK, give me one minute let me.
[AGENT][NEUTRAL] And what is his mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And, and uh what is your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm his wife.
[AGENT][NEUTRAL] OK, and [PII], what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], sorry, I don't call myself that often.
[AGENT][NEUTRAL] You said it was [PII]?
[CUSTOMER][NEUTRAL] No, uh, [PII].
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, thank you [PII].
[CUSTOMER][NEUTRAL] Sorry. I've been going from [PII] this morning.
[AGENT][NEUTRAL] Oh, you're fine, thank you. Um, what I'm showing is that his disability policy is no longer active as of [PII], so he does not have a disability policy with American Public Life. Um, the only active policy.
[CUSTOMER][NEUTRAL] Uh, we bought it in December, hon.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] You bought it in December. OK, let, give me a minute. Let me look and see, and it, you have Universal trucking. OK, give me a minute. Let me do some research. It so is that who it is through Universal Trucking Transport.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, it says policyholder Universal Trucking Benefits Association.
[AGENT][NEUTRAL] OK, yes. OK. Give me one minute. I may have to look at a different.
[AGENT][NEUTRAL] Get it differently. Hold on for one second.
[CUSTOMER][NEUTRAL] Yeah, it's just.
[AGENT][NEUTRAL] Does it have a group number on that card?
[CUSTOMER][NEUTRAL] Um, I'm looking at the book. I don't have a, the only other part I have is for our dental because we also got dental along with this.
[AGENT][NEUTRAL] Because I'm showing he has the dental policy. Uh, give me a few more minutes. I'm looking into.
[CUSTOMER][NEUTRAL] Um, let me, here, let me get you the dental card and then you can look.
[AGENT][NEUTRAL] Yeah, I have the dental information because it does show he has a dental policy with us. Um.
[CUSTOMER][NEUTRAL] Employee and spouse, yeah.
[AGENT][NEUTRAL] OK, give me one minute. I'm, I'm going through.
[AGENT][NEUTRAL] So this give me a few minutes.
[CUSTOMER][NEUTRAL] See, he signed us up for both, both you and I.
[CUSTOMER][NEGATIVE] Well, I don't understand.
[AGENT][NEUTRAL] Now I see that you have a disability.
[AGENT][NEUTRAL] But I'm not showing.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] He has one.
[CUSTOMER][NEUTRAL] Yeah, um, we signed up through work, uh, you, what was it? UIL or what was that? Let me see if I can find it.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Do you remember, honey?
[CUSTOMER][NEGATIVE] No, not a family at all.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I show your effective date is [PII]. Uh, give me a few more minutes. I'm gonna do some more research.
[CUSTOMER][NEUTRAL] Yeah, I thought he signed a so. He did.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] UW something something.
[CUSTOMER][NEGATIVE] My help no.
[CUSTOMER][NEUTRAL] How far back can I go to look at the stuff on here? Messages. Mhm.
[CUSTOMER][NEUTRAL] I don't know, I've never
[CUSTOMER][NEUTRAL] gone that far. I've never been that far.
[AGENT][NEUTRAL] Give me a few more minutes. I'm, I'm going through this.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I'm gonna give you a telephone number for you to contact them and tell them that we're not that he enrolled, but we're not showing that we have him, and that telephone number is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and who's this? What is this number?
[AGENT][NEUTRAL] This, this is the uh the UTBA Universal Trucking.
[AGENT][NEUTRAL] Association.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, contact them, uh, CTBA university Trucking Benefits Association. Contact them, let them know that, you know, it's not showing that, you know, we're, you, you, you know, we don't have him signed up and, and, and tell him that he had enrolled so in for the disability.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, cause they, they took the payment in December for both of us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And maybe, maybe they're going through a different company. I'm not sure. I don't think so though, but
[CUSTOMER][NEUTRAL] No, it was through them.
[AGENT][NEUTRAL] Uh, yeah, I, yeah, I would ask them to.
[AGENT][NEUTRAL] To call or to call them.
[AGENT][NEUTRAL] Um, and, and verify, you know, what.
[AGENT][NEUTRAL] Verify what's going on with them.
[CUSTOMER][NEUTRAL] OK, um,
[AGENT][NEUTRAL] OK, and then you can call back. I would.
[CUSTOMER][NEUTRAL] So I, I have a question. Um, so with this, uh, disability, like if we get hurt at work, how does that work?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Because I know they said that we can um get get payment while we're not working.
[AGENT][NEUTRAL] Right, let me look and see.
[CUSTOMER][NEUTRAL] Like if we have to have surgery.
[AGENT][NEUTRAL] Let me look at the, I'm gonna look at your policy. I can't guarantee any benefits. The claim has been filed and I and I can't really guarantee any benefits on him since he, we don't have him in our system as insured, but give me a minute. I'm gonna look and see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The next one. OK.
[AGENT][NEUTRAL] Let me make see if it would be covered, so hold on for one minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Being bending.
[CUSTOMER][NEUTRAL] $50 and cents, OK.
[CUSTOMER][NEUTRAL] It was like a service.
[CUSTOMER][NEUTRAL] Or something.
[AGENT][NEUTRAL] OK, it says that um an exclusion in our policy that it's not covered if it's an injury or sickness arising out of or in the course of any occupation for wage or profit or for which you're entitled to workers' comp. So if it is a worker work related, it would not it excluded from the policy.
[AGENT][NEUTRAL] If it is work-related, so it would not be covered if it's a work-related um injury.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The disability is a result of work related.
[CUSTOMER][NEUTRAL] Oh wow, OK, so I don't understand what this, uh, what this policy was talking about in section 3 then.
[AGENT][NEUTRAL] Well, this policy, the policy is a disability and the exclusions, you're gonna look at your exclusions towards the end of the policy and it'll tell you what is not included in the policy.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But the policy would cover um
[AGENT][NEUTRAL] If you are disabled due to an accident or illness that is not work-related, um, and it's not an exclusion of the policy, you're entitled to disability benefits. Um, so, and you would have to be disabled, uh, let me look at your, you have a
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on here.
[AGENT][NEUTRAL] You have a, um, your elimination period is 60 days, so you'd have the 1st 60 days of your, of your disability would not be covered because it's the elimination period and benefits will begin paying on the 61st day of your disability.
[AGENT][NEUTRAL] So you'd have to be disabled longer than 60 days.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I would, I would recommend contacting that number I gave you tell him you know that he was enrolled, but we're not showing that he's, you know, in our system and we're not showing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there any, yeah.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to find that um.
[CUSTOMER][NEUTRAL] That payment that was taken out.
[AGENT][POSITIVE] Well, I would recommend contacting them.
[CUSTOMER][NEUTRAL] OK. Well.
[CUSTOMER][POSITIVE] Yes ma'am, and I, I surely will. I appreciate you thank you so much you have a great day.
[AGENT][POSITIVE] OK. You're welcome. Thank you, [PII]. Is there anything else I can help you out with?
[CUSTOMER][NEUTRAL] No, ma'am. That's it. Thank you. Uh-huh.
[AGENT][POSITIVE] OK. OK, well, you, you're welcome. You have a wonderful day and thank you for calling American Public Life. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you too.
[CUSTOMER][NEUTRAL] Mm bye-bye.