AccountId: 011433970860
ContactId: ee5e41b6-dad4-4abc-a60a-403a7d2a678f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1637020 ms
Total Talk Time (AGENT): 759423 ms
Total Talk Time (CUSTOMER): 962046 ms
Interruptions: 17
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/ee5e41b6-dad4-4abc-a60a-403a7d2a678f_20250122T15:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. How we doing?
[AGENT][POSITIVE] I'm good, and yourself?
[CUSTOMER][NEUTRAL] Doing good. I'm doing good. I don't know my policy number. I'll have to give you my, uh, uh, name and, uh, oh, hang on one second. Can I put you on hold just now my doctor's office is beeping in on us.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hang on just a second.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII], you still there?
[AGENT][NEUTRAL] Yes, sir, I am. Uh-huh.
[CUSTOMER][NEUTRAL] Sorry, sorry about that. My doctor's just call me back. I was supposed to have an appointment tomorrow, and they said if they could work me in this afternoon, I would, so.
[AGENT][POSITIVE] Oh, well that's good. Mhm.
[CUSTOMER][POSITIVE] That, that, that, that was a good phone call. Um, I said I don't have my policy with me here handy, but I can give you my name and my social, maybe I can get you to look it up for me.
[AGENT][NEUTRAL] OK, so first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] Thank you. And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Thank you. And what is your uh social so I can look up your information?
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I'd left Miss [PII], I'd left Miss [PII] 2 or 3 messages, because I dealt with her when I had my original claim, but I have still, uh, I got a new issue now, and uh Doc told me the other day that I was gonna be keeping me off work for a while yet, so I thought I would call and see if I could get something filed on this new deal.
[AGENT][NEUTRAL] OK, so you're wanting to find, I was about to ask you how I can help you today. So you're wanting to find out how to go about filing a new claim, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, yes. I've got another, I've got another injury that's, it's kinda related to the one I had, but it's on the other foot that I got another foot hurt so.
[AGENT][NEUTRAL] OK, yes, sir.
[AGENT][NEUTRAL] OK. Well, I'm sorry to hear that, but yes, sir, um, I can help you.
[CUSTOMER][NEGATIVE] Uh, [PII] was the worst year ever had in my life.
[AGENT][NEUTRAL] Oh, I'm so sorry. Well, I hope [PII] will, will be better for you.
[CUSTOMER][NEUTRAL] Uh, I hope so, ma'am. I hope so. You must be a Tennessee girl. You sound like old Tennessee girl in [PII].
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] I'm a, I'm a Mississippi girl.
[CUSTOMER][NEUTRAL] Oh, are you? Are you? Yeah. Well, you're pretty close to [PII].
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[AGENT][NEUTRAL] Yeah, I am. I'm not far away, not too far anyway.
[CUSTOMER][NEUTRAL] You know, but you know, Ms. [PII] down there, I've talked to her a bunch on my old claim.
[AGENT][NEUTRAL] I do.
[AGENT][POSITIVE] No, I do. Yes, sir. I certainly do.
[CUSTOMER][NEUTRAL] I doubt, I doubt with her on my deal. She's such a nice lady.
[AGENT][NEUTRAL] Yes, she is. [PII], we, she certainly is. So I have gotten your information pulled up, Mr. [PII]. Now, I will need to verify several things with you first, for security, and any information provided would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth for me.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have for you is the same as the one you gave me, so that is your best contact number, is that correct? Alright, thank you. And lastly your email address please?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] Well, the one that y'all would had on file would have been [PII], but I'm gonna give you a different one.
[AGENT][NEUTRAL] Alright, so what is the, uh, what is the other email you would like?
[CUSTOMER][NEGATIVE] This, this one that's actually mine. I was having my lady friend do all that stuff for me before and she just hates doing it. She's had me in a training class since I've been off work learning how to do this email stuff. I'm terrible. I, I'm terrible at it, but she's got me doing it. Uh, mine is OLE.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that back to you. [PII].
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Did y'all get snow down there, y'all place down there, [PII]?
[AGENT][NEUTRAL] Well, we didn't hear. We were, um.
[AGENT][NEUTRAL] You know, there was a possibility of it, but it was completely opposite of normal. I mean, our southern part of the state got covered in it. I mean, you know, um, like they've never gotten covered in it. And like [PII], they got record. I mean, this never happened and all along the [PII] panhandle, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yeah, I uh, I
[CUSTOMER][NEUTRAL] I was up, yeah, I was up at [PII] this morning turned weather channel they should. They had 6 or 8 inches in [PII].
[AGENT][NEUTRAL] They did, they did, and I mean that's never happened.
[CUSTOMER][NEUTRAL] I used to, I used to haul out of, yeah, I just say I hauled out of [PII] down there out of [PII], and uh clear back when it was CB Gaga before it became [PII], and I went down there every winter for 20 years. I've never seen it come more than the dusting down there ever in the 20 years, I went down there, you know.
[AGENT][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] Yeah, they've, they've not ever had what they've gotten over the last, you know, over the last day and a half or so. So it's um it's been something to see. I mean, you know.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Sure, sure. Well, you, you all have had some snow up your way, several different occasions, haven't you?
[AGENT][NEUTRAL] Yes, so we, yeah, we get snow every once in a while here, not anything, you know, to speak of. It's not of a record setting or anything like that, but um,
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] It was just, you know, nor, usually it's the northern part of the state, closer to [PII] that gets the snow, and as it comes down, but this particular weather pattern was just
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] It was so different than anything. It was very crazy. Yes, all this weather across our country, in my opinion, has been crazy as of late.
[CUSTOMER][POSITIVE] It was pretty crazy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it has. It's really been, it's really been weird. I, uh, I spent the last 8 years working out in [PII] hauling for sending out of the big warehouse out there. I've done nothing but ag herbicide for 25 years and uh I've either been home farming or hauling this a herbicide, and uh
[AGENT][NEUTRAL] You know, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm used to it being cold, you know, in the winter, but I've been around home, and I've got soft here because generally out there, you know, a lot of nights, it's down 5, below 10 below actual temperature. Well, here in [PII], where I live,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, we've been having lows of 8 and 10 and 5 in the morning. I got up at [PII], and it was uh -2 here, and the humid, yeah, and the humidity is real bad. The humidity is real bad here where I live, and, uh, wow, I tell you what, I was about to freeze to death at -2.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Well, it was cold enough. I mean, you know, here for us, I mean, last night, it was, um, it got down. I don't know actually what the actual temp ended up being, you know, after I went to bed, but our, it was about uh 10 to 11 degrees here this morning. I mean,
[AGENT][NEUTRAL] Right now, it's increased. I mean, we're up to 24 actual degrees, but it feels like it's 15. So in my, in my opinion, it's 15 degrees outside.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] The real feel is what it is. So, um, yeah, it's kind of like our summers.
[CUSTOMER][NEUTRAL] You betcha, you betcha. Would you tell me your name is again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK. That's one of my best friend's wife's names.
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[AGENT][NEUTRAL] Oh, well then that ought not to be too hard to remember.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] What is your extension number in case I need to get back a hold of you on any of this?
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] I don't need, I, you're welcome to call and ask for me if I'm available. I would be happy to speak to you, but I really don't have an extension because of the department that I work in. Um, you know, our calls come to us, you know, um, just the next available, mhm, just the next available.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Randomly.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Agent that's available, so.
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] Um, so what I'm going, so you, first off, you said that you were learning how to use the computer. So I'm going to, uh, it's, uh, the I guess the more you use it, it's like anything else. Once you get accustomed to it, you know, it becomes a little bit easier along. But we have a portal that I don't know if you're familiar with called the online service center. Are you familiar with that?
[CUSTOMER][NEGATIVE] Yeah, yep, I'm terrible at it.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, I'm not, I'm not with I'm not familiar with any of that at all.
[AGENT][NEUTRAL] OK, so the portal is, it's our online place where you can actually set up your profile. I have a user guide that gets all of the information on how to do that. It also explains to you, Mr. [PII], how you can upload information directly into that portal for us to review.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Instead of you having to fax it or to mail it, but I mean of course you can fax or mail if if you know you prefer, but I'm gonna send you an email with that user guide. I'm also going to attach another disability claim form for you and as you well know, since you've already been through this process there's a section for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] The employer section and then also the physician's portion that will need to be completed and then submit it back.
[CUSTOMER][NEUTRAL] Well, how did I get that to the physician if I don't get the paper one in the mail like I did from [PII] all the time? How can I get that to the physician?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, it can be mailed, but if you have the ability to print it, were you just taking it to the doctor?
[CUSTOMER][NEUTRAL] I don't, I don't. The, the only way I can do it on my tablet. So, yeah, I don't have any way to print anything.
[AGENT][NEUTRAL] OK. So, I can request one be mailed to you. I mean, obviously, that does take a little longer for the whole process and especially with the weather, we've been noticing, you know, due to inclement weather, it's slowing that down. But I can request.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] One to be mailed to you as well, but I am gonna just go ahead and attach this one.
[AGENT][NEUTRAL] Um, because it may be, you know, that your doctor's office has a like a some type of email that they use for their practice that you could forward.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The email too, and they could, you know, print it that way.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Print it off, OK. Well, I got a question for you, [PII], while we're on this whole subject, I uh
[AGENT][NEUTRAL] Uh-huh. And then
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What I've got going on is while I was healing up from my other injury, they had me casted on the right foot where I had the problem at, and I was casted.
[CUSTOMER][NEGATIVE] And was riding on a knee scooter, and I run over my big toe on the left foot while I was healing up and still in the cast. And uh I wound up, and it only happened like 3 days before I went to the ER and it turned to gastric gangrene in my big toe on the left foot. And uh I had to get the left left big toe amputated.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But uh that happened while I was still on my other deal, but I'm still like 2 months away from getting to go back to work now is where I'm at, so, so does that make any difference since that happened like that, or?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Now.
[AGENT][NEUTRAL] That is a question, um, that I may need to connect you with one of the examiners.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So did he release, so he, did he release you to go back to work?
[CUSTOMER][NEUTRAL] Yeah, because
[CUSTOMER][NEUTRAL] No, no, they did, they did not. They, uh, the right side, when I asked the doctor office about it, I said, do I need to report any of this to anybody, and they're like, no, cause you're gonna be healed up with both of them at the same time. Well, the right side is healed up and it's been released by uh the
[CUSTOMER][NEUTRAL] Early part of December, but the left side is still under doctor's care, and they're talking mid-March before they released me on it, so.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Cause I've got a big, big gash where the big toe used to be, you know.
[AGENT][NEUTRAL] Mhm. OK. So in saying all of that, I'm not sure if, if this is gonna be just part of your
[AGENT][NEUTRAL] Um, claim that we have been.
[AGENT][NEUTRAL] Let me just look at one thing.
[CUSTOMER][NEGATIVE] Yeah, cause the doctor's office originally told me I'd be good to go on both sides by uh mid-December there or by [PII], but I wound up getting an infection in the left side where they removed the big toe. And uh it has been terrible about not healing up and I'm having a terrible time with it.
[AGENT][NEUTRAL] OK. So now, um,
[AGENT][NEUTRAL] Yes sir, I think that's what I need to do because I don't wanna tell you incorrectly by any means, um, Mr. [PII] as far because I can see on that last payment that we did issue to you in December, it stated that with this payment with the payment of these benefits, the maximum benefits for this disability has been met.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, right, but this one here is a totally different deal. That original one was my right side. This one here is the left side.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so if it's gonna be, uh, if it's a completely separate.
[CUSTOMER][NEUTRAL] It is, yeah, it's completely separate, yeah.
[AGENT][NEUTRAL] Claim, then, OK. So then, yes, sir, you would just need to do, uh file a new claim. If there was no overlapping of these, then, yes, I'm gonna feel confident and go with what I originally said, and that's
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK. Well, that's what the doctor's office told me, the one lady that's the assistant office manager, her and I had sat down about this back in December, and she goes, nope, this is totally different than the right side. She goes, work comp, your work comp that you've got on the right side will not pay for anything on the left, but your short-term disability should. So, and then that's, she said, she goes, I've done this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 5 years, and she goes, that's generally how it is. She goes, technically, since you hurt the left one while you was healing up on work up, they ought to be liable on the work comp side because you was casting on the scooter, but she goes, they'll, they'll never do that unless you seek an attorney. Now she goes, if you, she goes, if you feel comfortable getting a lawyer, you'll probably be just fine, but she goes if you uh
[CUSTOMER][NEUTRAL] If you don't like lawyers, she goes, then I'd say you're just all done with the work comp part, so.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And I did talk to an attorney about it, and he said, he goes, it would be a 50/50 chance that they would ever follow through, even if I hired him, and he wanted a $1000 retainer, and I'll be honest with you, I went from between the foreman and the truck, a $300,000 a year deal to, I didn't make nothing this last year in [PII]. It was the worst year I ever had in my entire life, and I'm and I'm [PII] now, so.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Right. Well, it does sound.
[CUSTOMER][NEUTRAL] I, I had to, I had to, I had to sell my spare cell and one farm tractor and my bass boat, all kinds of stuff to get through all this. It's been a struggle, you know.
[AGENT][NEUTRAL] Well, it sounds like you have been through a lot and my
[CUSTOMER][NEUTRAL] It's been uh.
[AGENT][POSITIVE] Yeah, uh, my heart really goes out to you in this situation, so.
[CUSTOMER][POSITIVE] Well, I appreciate that, ma'am. You wouldn't believe how many people that I've
[CUSTOMER][NEUTRAL] Talk to you that just act like it ain't no big deal, you know, I'm not a, I'm, I've always been a workaholic between the hauling that a herbicide and farming all my life. And before I started hauling that herbicide, we used to haul a lot of anhydrous ammonia. My brother and I had our own authority for years, and uh we hauled uh uh food grade flour and anhydrous and farmed about 5000 acres for years and uh
[CUSTOMER][NEGATIVE] We've always been workaholics, but I'll tell you what, going from working 80 hours a week to this being down deal, it's about drove me crazy. I, I, I can't store it to anybody. I actually had to go see a counselor the first couple of months. I was off work because I was so used to always being on the go. I literally was about to go crazy.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, drastic changes in lifestyle, you know, that's, that's, that's hard adjustment for anyone. I mean, it really, for most people, I'm gonna say for most people. I can't say for everyone, but um
[CUSTOMER][NEGATIVE] It is. It really isn't.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I know what you mean.
[AGENT][POSITIVE] I've been through some things that I know it was a struggle for me. So, again, you know, I really empathize with, yes, sir. Mhm. Yes, sir.
[CUSTOMER][NEUTRAL] You know what I'm talking about then.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah. Well, I was gonna make you laugh a minute ago when you was talking about all this internet stuff. Um, I, uh, I was gonna tell you, I'm stuck in [PII], and I like it there. That's why I'm not very good at this internet stuff.
[AGENT][NEUTRAL] I, that's OK. My, my niece expression, um, is I'm an [PII] girl living in a digital world. So, you know.
[CUSTOMER][NEUTRAL] Right, right. You betcha. You betcha. Yeah, you're, you're about the same age as the lady that I, uh, dated for a long time, and I, uh, I was, my kid's mom was [PII] younger than me, and then I had one for [PII] that was uh uh 10 years younger than me. She was a [PII] girl, and I was a [PII] boy, so.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] Her, her and I was really close, but she was an RN, and she would not listen to the doctor or anything. They kept wanting her to get on blood pressure medicine, and she disliked doctors because she was a nurse, and she wouldn't take blood pressure medicine had a heart attack and passed away on me here, back about 5 years ago. Yeah.
[AGENT][NEUTRAL] Oh my gosh, I'm so sorry. That is tragic.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it was, it was, but I tell you what, I do have another email address that I was using for work stuff that might be a better email address uh because [PII], my lady friend that's got me in training on this computer stuff, she actually set this other one up so it was mine, um.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, now,
[CUSTOMER][NEUTRAL] That old truck, the old, the old truck one I've got is uh.
[CUSTOMER][NEUTRAL] A uh
[CUSTOMER][NEUTRAL] Deal that my kids set up I can give you this other email address and then she could help me with something on it, uh.
[AGENT][NEUTRAL] Yeah, sure, and if, if she has, you know, again, you know, so that you can go ahead and get your paperwork um submitted maybe if she, if I can update the email, but if she has a way that she could print off that claim form, that would just.
[CUSTOMER][POSITIVE] Yeah, she's super.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think she can if I give her this other one because she's got this one that I've got for work, tied in to her computer at work. She's an insurance agent. She's sold automotive insurance and uh uh homeowners stuff for 25 years. So, I think she's got this other one.
[AGENT][NEUTRAL] You know, that was.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I'm pretty sure uh delete that [PII] and I'll have you put this one in there. It is uh my initials. It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 01.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see, let me start over again, yeah, [PII].
[AGENT][NEUTRAL] OK, so that's [PII].
[CUSTOMER][NEUTRAL] Yep, that's it, ma'am. That's it. Yeah, she set that one up by the way because I was always joking about being stuck in [PII], so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Well, what I can do is since I've already sent you that other email, uh, the email to your old truck email address, um, either, you know, you can just forward that to the email that I just added or I'll be happy to pull that up and forward it. Well, actually, no, I didn't actually, no, no, no, actually I had not hit send yet, so give me just a second and I'll just, I'll just change this email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you would, yeah, if you would, will you send it?
[CUSTOMER][POSITIVE] Oh, good deal, good deal.
[CUSTOMER][MIXED] Hey, that, that'll be great. I greatly appreciate that because I don't know how to do any of that forward stuff or anything. I'm terrible.
[AGENT][NEUTRAL] Well, we, no worries. I just sent it to the GLC [PII]. I just emailed those forms to that email address.
[AGENT][NEUTRAL] Oh, are you still there? OK. So,
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] So, yes, that has been sent. So that should be being received, you know, in just the next couple of minutes.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] And the email will come from [PII] and I did put APL like I said before, um, in the subject line I put online service center and the disability claim form so that that's easy to to recognize.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All righty, I appreciate that ever so much. It was really nice visiting with you. I really enjoyed that.
[AGENT][POSITIVE] Well, uh yes, sir. It was my pleasure and I enjoyed visiting with you as well. So, is there any, absolutely. And is there anything else that I can help you with at the moment, Mr. [PII]?
[CUSTOMER][POSITIVE] Yes ma'am thank you so much.
[CUSTOMER][POSITIVE] I think that's it, Ms. [PII]. I sure do appreciate you.
[AGENT][POSITIVE] Well, you're very welcome. And again, thank you for calling APL. I hope that uh you continue your recovery and uh stay safe and stay warm.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am. You do the same, by golly, you be, you be careful down there and stay warm. I uh, yeah.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I will do. I plan on staying warm. I plan on staying in until it warms back up.
[CUSTOMER][POSITIVE] You bet you, you betcha. Well, hey, I really appreciate all the help and uh I will let her know that that's coming. And uh if you would, would you mail me one of them packets too in case we can't forward that stuff over to the doctor's office. I think she knows how to do that, but in case you don't, uh, you all need records from, uh, out of the hospital and the doctors both, right?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, all of the instructions though are gonna be on page one of that claim form.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And then as far as the employer section, because of the type of policy this is, um,
[AGENT][NEUTRAL] Someone with the Universal Trucking Benefits association or UTBA would be, you know, who does, who would assist you with that employer section and do you have their phone number? I'm sure that you do if you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I do not, I, I don't. No, I don't. Be [PII] got a hold of them people for me before cause I couldn't never get connected with anybody. And she emailed somebody and then they called me before whenever we was trying to get that other one going. Do you have their number?
[AGENT][NEUTRAL] Mm, OK.
[AGENT][POSITIVE] Uh-huh. I'll be happy to give that to you if you have something to take it. Uh, just let me know when you're ready and I'll give it to you.
[CUSTOMER][NEUTRAL] Yeah, I, I got a pen right now. I got, yeah, here's a piece of notebook paper right here. I write it on. And what did you say the name of the company is?
[AGENT][NEUTRAL] Universal Trucking Benefits Association, or UTBA that's where the agents are located that you enrolled for your coverage with.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] So if you're um and their phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and now what do, do you know what extension to get a hold of somebody at or?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No, so when you call there will be somebody that answers, um, and you just tell them that you're going to be filing, no, that you would be filing a disability claim you have a policy with APL and you're gonna be filing a short term disability claim and um you need to speak, you know, to someone to assist you with that and they'll get you connected.
[CUSTOMER][NEUTRAL] OK, OK, it's not a recorded bill.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] All righty. All righty, hey, I appreciate that. Thank you so much, [PII].
[AGENT][POSITIVE] Well, you are welcome. Absolutely, absolutely.
[CUSTOMER][POSITIVE] You're, you're such a nice lady, my [PII], I really enjoyed dealing with you. I appreciate it.
[AGENT][POSITIVE] Well, you're certainly very welcome. And again, Mr. [PII], it was my pleasure.
[CUSTOMER][POSITIVE] Thank you, ma'am. You have a great rest of your day.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] I hope you do too. Thank you so much.
[CUSTOMER][POSITIVE] Thank you, ma'am. We'll see you later now.
[AGENT][NEUTRAL] Mm OK. All right.
[CUSTOMER][POSITIVE] I appreciate it. Bye-bye. Bye-bye.
[AGENT][POSITIVE] Bye bye. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye.