AccountId: 011433970860
ContactId: f9ac972d-ab6f-4401-a404-e392d2f3ca47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 596669 ms
Total Talk Time (AGENT): 291274 ms
Total Talk Time (CUSTOMER): 245792 ms
Interruptions: 8
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/f9ac972d-ab6f-4401-a404-e392d2f3ca47_20250128T20:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah my name is [PII]. I have um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] A, um, what am I trying to say here in insurance thing through uh.
[CUSTOMER][NEUTRAL] Um, UTBA.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And I have a short, so I need to file a disability claim unfortunately I uh.
[CUSTOMER][NEGATIVE] I uh got cancer here. We just did a surgery to remove it, but now comes the chemo and we're gonna be out of action for a while.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], um, I can help you with your claim. Can you give me your callback number, sir, just in case our call is disconnected, I'll be able to call you back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] I have no idea.
[AGENT][POSITIVE] That's OK. Well, we can look, we, that's all right.
[CUSTOMER][NEUTRAL] I have no idea. Yeah, I can tell you, yeah, I can give you a point of contact and everything, but I wouldn't have a clue what the heck that would be.
[AGENT][NEUTRAL] OK, that's all right. um I can look it up with your social security number.
[CUSTOMER][NEUTRAL] OK, that I that I know I know right away.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK dokey. Let me pull your policy up real quick with your social.
[AGENT][POSITIVE] OK, you're right here.
[AGENT][NEUTRAL] OK, for security reasons, I'll need to verify your date of birth.
[CUSTOMER][POSITIVE] Excellent.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then also your address, your phone number and your email address that is on the policy.
[CUSTOMER][NEUTRAL] OK, say it again now?
[AGENT][NEUTRAL] Your address, your physical address?
[CUSTOMER][NEUTRAL] Oh, OK, yep, address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then [PII], what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then the phone number that you gave me to call you back on if we get disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yeah, it's my only number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. I've got you right here.
[CUSTOMER][POSITIVE] That's easy.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, so on your short term disability you're needing to file a claim. So what I'm going to do is I'm gonna refer you to our website where you can get your claim form from.
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] it's [PII].
[CUSTOMER][NEUTRAL] One second, I'm going to go on it while I'm talking to you, OK?
[CUSTOMER][NEUTRAL] That way you got it so it's AM.
[AGENT][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] What, what, OK, so a.m.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Run it all [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] Yes, you're gonna click, you're gonna click on claims and forms that's in the top right hand corner.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claims and forms got it.
[AGENT][NEUTRAL] OK and you're gonna choose the short term disability form.
[AGENT][NEUTRAL] So if you scroll like midway through the page.
[AGENT][NEUTRAL] Um, you'll be able to see.
[AGENT][NEUTRAL] Page 2.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I believe it's on page 2 if I'm not mistaken. Let me see. I want, yeah, it's on page 2.
[CUSTOMER][NEUTRAL] Yeah, yes, OK, there it is, got it.
[AGENT][NEUTRAL] And you see the one for UTBA members?
[AGENT][NEUTRAL] That's the one that you're gonna need.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I'm gonna wanna download that or can I fill it out online?
[AGENT][POSITIVE] You can do both, download it.
[AGENT][NEGATIVE] Um, that first page when you download it tells you what you need to file the claim yourself. It gives you a little cheat sheet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can fill it out, um, you can download it to your computer and fill it out or you can sign up for our online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me give you that website.
[AGENT][POSITIVE] It is secured, [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you go in there, you're gonna sign.
[CUSTOMER][NEGATIVE] Um, OK, let's try it again. It's not, um, it's not working here.
[AGENT][NEUTRAL] Are you using a desktop computer?
[CUSTOMER][NEUTRAL] Uh, laptop.
[AGENT][NEUTRAL] A laptop.
[CUSTOMER][NEUTRAL] So, OK. So it's
[AGENT][NEUTRAL] Are you on Google Chrome?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, Google Chrome is what supports it.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, I don't use Google Chrome. I don't know if I even have it on my computer. I never use it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] Well, that's alright. I if yes ma'am, yes sir.
[CUSTOMER][NEUTRAL] That might explain. Well, we're, OK.
[AGENT][NEUTRAL] So, um, the most important thing is to make sure you fill out your part of the claim form, your doctor fills out their part of the claim form, and your employer fills up their part of the claim form. Um, those three things need to be done, um, to be able to file disability.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm, I got going on this earlier if I knew I had to do all that.
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] Might be some running around here to do that. I don't know how to you know what I mean?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It could be. Yes, sir. There could be.
[CUSTOMER][NEUTRAL] And the office is an hour and a half away. That's why I'm saying.
[AGENT][POSITIVE] Oh my gosh. Bless your heart.
[CUSTOMER][NEUTRAL] Yeah, yeah, so, yeah, well, it looks like uh.
[CUSTOMER][NEUTRAL] Yeah, we're gonna have to do that.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] We will have to do that.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] And look if, while you're feeling it, mhm, go ahead.
[CUSTOMER][NEUTRAL] Anyways, after I get all this.
[CUSTOMER][NEUTRAL] Well, it's like go ahead, go ahead.
[AGENT][NEUTRAL] I was gonna tell you.
[CUSTOMER][NEUTRAL] No, no, no, you're saying like. Go ahead.
[AGENT][POSITIVE] I was going to tell you that if um if you're doing it at any point you get stuck or you need additional help pick up the phone and call us and we'll help you all we can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I will certainly do that.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] I will certainly do that.
[CUSTOMER][POSITIVE] And we'll, oh excuse me, we'll see where that goes, hopeful[PII] we'll won't go too hard so basically I need to.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Go to have the doctor, have them do their part and then um.
[CUSTOMER][NEUTRAL] Run down to the office and have them do their part.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And then uh once it's all done mail it in.
[AGENT][NEUTRAL] Yes sir you can mail it. Let me give you the address to mail it to. Well, you can mail it in or you can fax it in either way, but let me give you both ways, um, in case you can get to a fax machine, the fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 01 2nd here.
[AGENT][NEUTRAL] Yes sir, tell me to slow down, say go slower [PII].
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] No, no, no, yeah, no, I'm, I'm looking for somewhere it's like, OK, is this written down? Is this on your website? Is this, uh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because I don't have anything to write it down on right now, so that's why I'm asking.
[AGENT][NEUTRAL] Oh, no, I don't believe the fax number is. Now, the APL claims address is.
[CUSTOMER][NEUTRAL] OK, got a fax number right here.
[AGENT][NEUTRAL] Oh, you see it?
[CUSTOMER][NEUTRAL] OK, I got it [PII]?
[AGENT][POSITIVE] Perfect, that's it.
[CUSTOMER][NEUTRAL] Yeah, that's, that's right on your, on your, on your website there, so.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Not to worry about losing it.
[AGENT][NEUTRAL] Yes sir and then the AAPL claims address is there also. I do know that's there.
[CUSTOMER][NEUTRAL] Right, the [PII], [PII] there.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, good, good, good, good, good, good. I wanna know what I need to do.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I think that's all I can do on this end so it'll take a couple days to get it done, but I will have it done as soon as I can and I'll get it, get it going to you right away, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, [PII], and I wish you the best, best while you're getting your treatment and you're getting yourself healthy again.
[CUSTOMER][POSITIVE] OK, thank you, thank you. We think we got it all the chemo is is just a precautionary measure, but it still takes time.
[AGENT][POSITIVE] You're very welcome. Awesome.
[AGENT][NEUTRAL] Yeah. Yes, sir. Yes, sir. I understand it does.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] Definitely, um, OK, well, we appreciate you being an APL customer and you're gonna get back to kicking in no time.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Alrighty sounds good.
[AGENT][POSITIVE] All right. You take care, [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Yeah. Alright.
[CUSTOMER][POSITIVE] Thanks you too bye bye now.
[AGENT][POSITIVE] OK. You're welcome. Bye-bye, sir.