AccountId: 011433970860
ContactId: 260de6a5-180f-4af0-8509-5d29cba208b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 462029 ms
Total Talk Time (AGENT): 124529 ms
Total Talk Time (CUSTOMER): 90340 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/260de6a5-180f-4af0-8509-5d29cba208b6_20250609T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm planning on having surgery in July and I was calling to find out what I need to do and when I need to do it in regards to my short term disability.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with your benefits. Um, first, could I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, the name is [PII]. Telephone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need your policy number, please.
[CUSTOMER][NEUTRAL] Oh, I don't have that.
[AGENT][NEUTRAL] OK, I can look it up by your social.
[CUSTOMER][NEUTRAL] That I
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] 947203
[AGENT][NEUTRAL] OK. You said it was [PII] and what were the last four digits?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And is this for dental or medical?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] And please verify your name again and your date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. Now, please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] [PII]. Email [PII].
[AGENT][POSITIVE] OK. Thank you. And one moment, ma'am. Your benefits are coming up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Thank you, ma'am, for your patience. Um, I'm showing that you have two policies with us. One policy is for life insurance and the other policy is for um
[AGENT][NEUTRAL] Disability insurance.
[AGENT][NEUTRAL] I'm not showing any coverage for medical services that cover surgeries. Is that what you're calling about, or?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] for the disability.
[AGENT][NEUTRAL] OK. So you wanna verify your disability benefits. OK. Well, for that, I need to get you over to another department. If you don't mind holding, I'll get you transferred.
[CUSTOMER][NEUTRAL] OK, this is for short term disability like.
[AGENT][NEUTRAL] Yes, ma'am. I'm showing that you do have coverage for short-term disability and I would need to get you over to a different department so that they can further explain your benefits to you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. No problem. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Just give me my policy number please.
[AGENT][NEUTRAL] OK. Yes, ma'am. Your policy number is, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Um, your policy number is 2,587,760.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Mhm. No problem. I'll get you transferred. One moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Um, hi, [PII]. This is [PII] in the meddling claims department. Um, I have a member on the line. Hey, how you doing?
[CUSTOMER][NEUTRAL] Hi Miss [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] S
[AGENT][NEUTRAL] OK, I have a member on the line. She's calling um in regards to her short-term disability policy. She needs someone to further explain her benefits to her. Would you be able to assist her?
[CUSTOMER][POSITIVE] OK, I can help her um with her benefits absolutely what's her name and her policy number?
[AGENT][NEUTRAL] Um, her policy number is 2,587,760.
[AGENT][NEUTRAL] From Miss [PII].
[CUSTOMER][NEUTRAL] OK, and did you verify Ms. [PII]?
[AGENT][NEUTRAL] Yeah, I verified all her information and her callback number is the one that's in the system.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it you can go ahead and put her through.
[AGENT][POSITIVE] OK. Thanks, [PII]. You have a good rest of your day.
[CUSTOMER][POSITIVE] You're welcome, [PII]. You too, thanks, Miss [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. Mm bye.