AccountId: 011433970860
ContactId: 2f4491fa-ea09-453d-a640-0d3cd709e78d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226679 ms
Total Talk Time (AGENT): 78197 ms
Total Talk Time (CUSTOMER): 86031 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/2f4491fa-ea09-453d-a640-0d3cd709e78d_20250421T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm good and how are you?
[CUSTOMER][POSITIVE] I'm doing good. Um, I have, uh, well, can you look at this with me?
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] I'm not sure that I need to transfer. She, she just popped the question on me and I'm like, wait a minute. Um, it, it's policy number 259.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 6501.
[AGENT][NEUTRAL] OK. I'm done, I'm off it.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Yes, OK. So, she has a claim that's in processing that the Bart is reviewing it because
[CUSTOMER][NEUTRAL] The way it looks to us is that the policy just was established in February and it's, you know, less than 12 months. So,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When I'm going through all this with her, she said, well, I've had, but I've had the disability policy as long as I've had my other policies. She was like, I've had it for almost a year. Now her other policies do say [PII]. I do you see anything on your end that shows she maybe could have? Cause I don't see.
[CUSTOMER][NEUTRAL] I don't see any notes in here. It's looking like this was open February.
[AGENT][NEUTRAL] Uh yeah, so it looks like to me, hold on just a second, let me check the big website and see if I can look at it from their point of view. Oh gosh, I can't remember my password. OK, hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ah, got it on the first trial. Look at that. OK, let's see.
[AGENT][NEUTRAL] Last four of the social is [PII]. Last name is [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] dental term like vision and critical illness group accident. Nope. According to the big website, um, her current enrollment is the only one that she's had that has that short term disability.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So she did not have it on any previous enrollments with Vic, so yep.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] We're not showing that she's had it.
[CUSTOMER][POSITIVE] All right, well thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I just need a little cushion cause I knew that wasn't gonna be the answer she wanted to hear.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, she'll need to, if she was supposed to have it before now she needs to check with her employer or [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Contact
[AGENT][NEUTRAL] Yep, mhm.
[CUSTOMER][POSITIVE] OK. I will let her know. Thank you so much.
[AGENT][POSITIVE] All right. You're welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][NEUTRAL] OK