AccountId: 011433970860
ContactId: f0a50df8-d199-4c6e-a72b-17b7a54752cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1907060 ms
Total Talk Time (AGENT): 579452 ms
Total Talk Time (CUSTOMER): 404721 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/f0a50df8-d199-4c6e-a72b-17b7a54752cb_20250402T15:23_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, I'm trying to get.
[CUSTOMER][NEUTRAL] Um, my name is [PII], and I'm a policy holder, a universal trucking benefits.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] And I'm trying to see how they get this uh disability work. I don't find it and I'm trying to see how long would it take for me to start getting my money.
[AGENT][NEUTRAL] OK, so you already send a claim for your disability and you're just trying to see how long it's gonna take for us to process and pay, correct?
[CUSTOMER][NEUTRAL] Yeah, what I need to do here, yeah.
[AGENT][NEUTRAL] OK, um, do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes 267-72.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 89
[CUSTOMER][NEUTRAL] 656 [PII] was my name.
[CUSTOMER][NEGATIVE] He came in a fake [PII].
[AGENT][NEUTRAL] OK, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] That, that's my other problem now.
[AGENT][NEUTRAL] OK, now that's [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. OK, one moment.
[CUSTOMER][NEUTRAL] I don't quite understand it, but if you can just explain what's going on.
[AGENT][NEUTRAL] OK. All right. All right. And um Mr. [PII] for security, I need your date of birth, mailing address and email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And what else you say you need?
[AGENT][NEUTRAL] The email address we have on file just to make sure we got it correctly.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you. Oh, OK. So you recently submitted uh some documents on the [PII]. We received those documents.
[AGENT][NEUTRAL] Um, so the normal processing time is up to 14 business days. Um, it has to go to an examiner. The examiner will have to review the documents and see if we have everything or if we need anything else, um, we'll let you know or if we need to get any other information, um, we'll go ahead and get that requested. But the normal processing time is up to 14 business days, OK?
[CUSTOMER][NEUTRAL] Yeah, cause I've been, I had the surgery.
[CUSTOMER][NEUTRAL] Uh, the [PII].
[CUSTOMER][NEGATIVE] And I, I didn't really didn't know how to do the paperwork. That what took us so long.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, it, it is, it is gonna be, it's usually after the fact whenever you're put in this ability, like after that is when you submit the documents and then from there we'll go ahead and process the claim, yeah, but it, it could take up to 14 business days for us to process the claim, OK? And then we'll make a decision based on what we've received.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't know how it worked. Uh, do I need to do anything else with y'all or what?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, let me see, um.
[AGENT][NEUTRAL] Let me see if I can see a copy of what you send, um, let me see if the claim form is all in there.
[CUSTOMER][NEGATIVE] They're not sending anything y'all needed.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that, that has to be determined by the examiner, but let me see at least if all the papers for the claim is here, OK? Let me see, one moment.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Man, ain't been out for 12.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, April, it'll be a whole month.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I see in just a minute.
[CUSTOMER][NEUTRAL] Um, um.
[AGENT][NEUTRAL] It's gonna be one more minute. it's just taking a little bit to upload, OK.
[CUSTOMER][POSITIVE] Yes, ma'am, yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So y'all gotta prove it.
[AGENT][NEUTRAL] Yeah, it has to be approved, correct. Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, I ain't never been on stuff like this, so I don't know. I mean I'm asking questions.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh OK. All right.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Yeah, it looks like we have your portion and we have, it looks like the doctor's portion. Let me see what else we have.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, yeah, it looks like we have all the paperwork we need right now, so it just needs to be reviewed and examined by the examiner, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, on the.
[CUSTOMER][NEUTRAL] So what, uh, oh, so you can't.
[CUSTOMER][NEUTRAL] Go ahead, man.
[AGENT][NEUTRAL] Under the policy statement, um, which is the
[AGENT][NEUTRAL] It is the work. Let me see this one is through.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Under the last one, I don't have a signature.
[CUSTOMER][NEUTRAL] You do?
[AGENT][NEGATIVE] I don't, so it's missing the signature.
[CUSTOMER][NEUTRAL] Cause I sign, I signed everything.
[AGENT][NEUTRAL] OK, uh, your part is signed, the doctor's part is signed, your employer's part is not signed.
[AGENT][NEUTRAL] So we need that portion to be signed, that one is not complete.
[AGENT][NEGATIVE] That's the only thing I see that it's not complete. It's missing a signature.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So how would you get the, the employer to decide?
[AGENT][NEUTRAL] You have to go um let me see, let me check something one moment.
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] This is universal trucking. Oh.
[CUSTOMER][NEUTRAL] So, so when I do that,
[CUSTOMER][NEGATIVE] I got to wait 14 days.
[CUSTOMER][NEUTRAL] Before I get an answer.
[AGENT][NEUTRAL] Yes, uh, you just send this information. So, um, if you can get that one, let me go ahead, I'm gonna go ahead and send you the copy of the form again and just, um, the last pages is the one we're gonna need for it to be filled out again, OK? So let me go ahead and send this out to you to your email. OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Who do you need, who need to fill it out?
[AGENT][NEUTRAL] Um, let me check and see. Let me get this information for you, OK? Do you mind holding for me?
[CUSTOMER][NEUTRAL] No, ma'am, I think that what we got confused at right now.
[AGENT][NEUTRAL] Let me, um, let me check. I'm looking at what you sent and I'm just making sure that it's not gonna be put back and say, hey, we need all this information. So I'm trying to help you before they make a decision.
[AGENT][NEUTRAL] Um, and, uh, uh, OK, so bear with me just a minute.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[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] Thank you for holding and being patient for me Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I see what happened. OK, so the last page, it looks like the claim form that you sent in was not the correct one, but um what we're really missing is the last part of it, OK? So I send the claim form to your email again.
[AGENT][NEUTRAL] And if you can get the last page filled out and sent back to us, just um send it back either through the website or fax it or send it by mail, whichever is easier for you. um so we can have that information um by the time we process the claim, OK?
[CUSTOMER][NEUTRAL] OK, let me check my email.
[AGENT][NEUTRAL] Yeah, it's, it's a little bit different than the one you said.
[CUSTOMER][NEUTRAL] Let me check my email. Hold on.
[AGENT][NEUTRAL] OK, yes. Mhm.
[CUSTOMER][POSITIVE] Thank you for your patience though.
[AGENT][POSITIVE] Mhm. You're welcome. No problem.
[CUSTOMER][NEUTRAL] Claim on good morning.
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][POSITIVE] Oh, I'm so sorry for that.
[CUSTOMER][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I see your email claim.
[CUSTOMER][POSITIVE] You still with me.
[AGENT][NEUTRAL] Yeah, I'm still here. If you see the last page, it says status of trucker statement instead of saying um.
[AGENT][NEUTRAL] Payment of insured. So it's a little bit different because you are a truck driver, so it's a little bit different from the one you send in. We do have two claim forms. One is for the truckers and um
[AGENT][NEUTRAL] Universal trucking and the other one is for regular disability. Uh, the one you send is for regular, is not for universal trucking. So uh we just need that last part to be sent to us, OK?
[CUSTOMER][NEUTRAL] You talking about the disability.
[AGENT][NEUTRAL] The last page, page number 8. Yes.
[CUSTOMER][NEUTRAL] OK, the status of truck.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I'm trying to get on the same page, you know.
[AGENT][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] I don't see no
[CUSTOMER][NEUTRAL] A M A
[CUSTOMER][NEUTRAL] It ain't the UTBA disability claim for me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The UTBA disability claim form is for universal trucking. That's who you got this through.
[CUSTOMER][NEUTRAL] Is, is
[CUSTOMER][NEUTRAL] Yeah, I see status of trucking statement.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You gonna ask my, my first name, date of birth, employment, work status.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That what you talking about K2 and all that.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Starting from K1 um to uh K4 in the bottom there's a signature line. We need that signed. So um just fill that one out again and send it back to us with the signature, OK?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, how would I, um.
[CUSTOMER][NEUTRAL] On this income uh sources.
[CUSTOMER][NEUTRAL] This uh salary.
[CUSTOMER][NEUTRAL] Continuation, uh, other group disability.
[CUSTOMER][NEUTRAL] Employment work status. What you asking for for that?
[AGENT][POSITIVE] That's if you have, if you're receiving any of those, that's income source. So if you're receiving any other disability disability payments, any other, other salary contribution, any other sick leave, that's if you're getting any extra income. If you're not getting any extra income, then you will put 0 on all those, and you don't have to feel anything on that.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's just extra income.
[CUSTOMER][NEUTRAL] Yeah, I see the employment work status. They contacted what, what are you saying right there?
[AGENT][NEUTRAL] Uh, employment work status is um the time that you've been working and if you're still like working for that company, basically.
[CUSTOMER][NEUTRAL] OK. Did you say date last work, OK.
[AGENT][NEUTRAL] Yeah, when, when you was put in this ability. Mhm. What day you was put on this ability.
[CUSTOMER][NEUTRAL] I do want to know um.
[CUSTOMER][NEUTRAL] What's that now?
[AGENT][NEUTRAL] That will be the date you was put in this ability.
[CUSTOMER][NEUTRAL] Yeah, didn't even say has the insured been terminated.
[CUSTOMER][NEGATIVE] Which I would be no r[PII].
[AGENT][NEUTRAL] No, if you still employed, then no.
[CUSTOMER][NEUTRAL] Yeah, I'm still work for them.
[AGENT][NEUTRAL] OK, so that means that you're still employed, so it's gonna be no.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I just want to understand. I see this K3 salary information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You need the 1099 amount reported for most recent calendar year.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, what do you mean by list the insurance actual.
[CUSTOMER][NEUTRAL] Salary amount, is that a year or a month or what?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, that.
[CUSTOMER][NEUTRAL] Then it got
[CUSTOMER][NEUTRAL] At least the insurance out over the 12.
[CUSTOMER][NEUTRAL] My period immediately proceeding.
[CUSTOMER][NEUTRAL] The date last worked.
[CUSTOMER][NEUTRAL] I'm asking you the before I hang up from you not knowing what I'm doing.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] That one I'll have to check with that department and see exactly what do they mean by that. Um.
[AGENT][NEUTRAL] I see you have a pers uh you have an amount here on the one you filled out previously, but um let me check with that department. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Mr. [PII]. OK, so it's gonna be starting on January till the day he was put on disability, OK?
[CUSTOMER][NEUTRAL] What's that now? Say it again.
[AGENT][NEUTRAL] Starting on January, the year, so the day you was put in disability.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So that will be the amount you will put there.
[CUSTOMER][NEUTRAL] What what do you
[CUSTOMER][NEUTRAL] January
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, from, from, from the beginning of this January.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How much I need to put in there, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Uh, so when, when do it actually start from the time I gave you all the paperwork or when I got hurt?
[AGENT][NEUTRAL] Oh, I'm sorry. Can you repeat that question one more time?
[CUSTOMER][NEUTRAL] Is it, is, is the uh do the, do, do it occur?
[CUSTOMER][NEUTRAL] When I, when I give you that, when I got injured, when I got hurt, went to the hospital and I had emergency surgery.
[CUSTOMER][NEUTRAL] Is that when the claim kick in?
[CUSTOMER][NEUTRAL] Or do I, I do it, do it when I uh.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It's, it's gonna be when you was put in disability. So more than likely the first day that you had the incident, uh you probably was put in disability that day or you probably went back for a follow-up and they say you cannot continue working, you need to just go ahead and have a week or two or a month off. That's when you're gonna put the date of disability. It's when they told you, OK, so you need to be at risk for this many weeks or this many months.
[CUSTOMER][NEUTRAL] Yeah, that what they told me so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's almost back time to go back to work. So what I do now?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, just you can go ahead and submit the information because we're gonna base everything off the time that you was put on this ability. So basically the day that you was put in disability is the day you're gonna put on this paperwork.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][MIXED] OK, but I still get my compensation for being out though, right?
[AGENT][NEUTRAL] I cannot guarantee anything over the phone. We cannot process over the phone.
[AGENT][NEUTRAL] So you just need to send the information, let us get into it. Uh, and the examiner will examine everything and let you know if you qualify for benefits, OK?
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK, I was just thinking if I paid my money and something just happened like this which I didn't know. I didn't know how it worked like I told you from the beginning. I ain't never experienced it before.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's OK. Yeah, we just need to.
[CUSTOMER][NEUTRAL] You know, but you, you doing your job.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm letting you do your job. I'm gonna be quiet and send that paper in and let y'all do what y'all do.
[AGENT][NEUTRAL] All right. Well, yeah, once, once we get all the information we need and, and we review everything, we'll, we'll let you know what we're gonna do about the claim. But right now at this moment, it's, yeah, we're just waiting, OK? But go ahead and send that document as soon as possible. So we have all the information we need, OK?
[CUSTOMER][NEUTRAL] That's all I can do.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, thank you for your time, your patience for dealing with me, ma'am. I really thank you for that. I, I thank you very much.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] No problem. It's OK. You have a good.
[CUSTOMER][NEUTRAL] And I get that sent to you, uh.
[AGENT][POSITIVE] You sure, yes, send it as soon as possible.
[CUSTOMER][NEUTRAL] I can get it. I can fill it out. Can I fill it out on the email or get it sent off?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, we don't take any claims by email. So it has to be either fax or mail. The information and the instructions are on the first page. So it has to be their fax, mail, or if you have register online, you can upload it online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my wife can do that. She know how to do that. OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Is there anything else I help you today? You're welcome.
[CUSTOMER][NEUTRAL] Thank you for your patience, man. I don't.
[CUSTOMER][NEUTRAL] No, I don't rack your brain anymore.
[AGENT][POSITIVE] No, it's OK. We're good.
[CUSTOMER][NEUTRAL] I didn't rack your brain. I'm, I'm sorry.
[AGENT][POSITIVE] No, it's fine, we're good. Don't worry. Everything is fine, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, you do have yourself a good day sweetie.
[AGENT][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right. Bye-bye. Have a good day. Bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too.