AccountId: 011433970860
ContactId: 35397a6b-c347-4687-a533-2a13220bfa49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363279 ms
Total Talk Time (AGENT): 140913 ms
Total Talk Time (CUSTOMER): 161144 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/35397a6b-c347-4687-a533-2a13220bfa49_20250317T20:44_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. This is how may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, um, sorry it broke up. I didn't catch your name. What did you say your name was, ma'am?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Oh [PII], um, this is [PII] from American OneSource, and um, are you gonna be able to help me with the with the policy, um, question I guess I'd say.
[AGENT][NEUTRAL] Uh, [PII], are you calling from the group?
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am, I am calling from the group. I'm I'm actually the broker of the group.
[AGENT][NEUTRAL] OK, what is
[AGENT][NEUTRAL] OK, alright, what is the group number?
[CUSTOMER][NEUTRAL] Yes ma'am, it should be 25054.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, first, let me get um you to verify the group for me. Can you please give me the physical address?
[CUSTOMER][NEUTRAL] Yes, ma'am, it should either be um.
[CUSTOMER][NEUTRAL] [PII] or it could be our other our other address which is forgive me, um we just recently moved it.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEGATIVE] You have to go back and look at an old email. I can't even.
[AGENT][POSITIVE] Actually that address that you gave me is correct.
[CUSTOMER][NEUTRAL] The one that I just gave you?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, OK, perfect, I won't look around then.
[AGENT][NEUTRAL] OK and and then.
[AGENT][NEUTRAL] Also, um, and you said you were the broker. Can you give me the name of the, uh, the broker for?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] American One Source.
[AGENT][NEUTRAL] American one store.
[CUSTOMER][NEUTRAL] Oh, the broker, uh, it, it should be OS benefits if it's the broker.
[AGENT][POSITIVE] OK thank you so much I appreciate you giving me that information and you asked if I could help with with a policy what is it that you need help with?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, um, so I'm about to file actually Mr. [PII]'s, um, short term disability and so when I was going on our online profile for that PEO 25054 group I noticed that the monthly premium associated with it is, is not correct and I just submitted. The only reason I know is because I just submitted this on like [PII] or [PII] of of [PII] the [PII] or the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's for the $4000 short term disability policy and this monthly premium looks like it's referring to like the $3000 or the $3500 more like the $3000 short term disability policy, and I just, I don't want this to affect his claim or anything because he was active for a 31 effective date.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, what I'm gonna do is I'm gonna need to transfer you on over to um group billing so that they can make sure that they've got that correct for you, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am for for Mr. [PII], yeah.
[AGENT][NEUTRAL] It's gonna be a brief hold while I transfer.
[AGENT][NEUTRAL] For yeah, um, [PII], do you, do you know [PII]'s policy number?
[CUSTOMER][POSITIVE] OK sounds good thank you thank you so much yes ma'am yes ma'am.
[CUSTOMER][POSITIVE] Yes, ma'am. I have it right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's 260576-4.
[AGENT][POSITIVE] OK, it's gonna be a brief hold while I transfer you on over. Thank you so much for calling Christian. Is there anything else I can help you with? No problem at all. I enjoy helping you guys.
[CUSTOMER][POSITIVE] Yes ma'am thank you for your time.
[CUSTOMER][POSITIVE] No, you, you did excellent ma'am thank you so much.
[AGENT][POSITIVE] You're welcome, sir.
[CUSTOMER][NEUTRAL] Bring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got, um, hey, I've got [PII] on the phone. He's with the broker's office for AM OneSource and he did verify this group, 25054.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 25054 OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And the number he's calling from is a good callback number, and he's calling about [PII], whose policy number is 2605764.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what happened is, is he's trying to file a claim for [PII] for short-term disability and he noticed when he was filing the claim that the premium is wrong on [PII]'s policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, hold on, so is it maybe like that the coverage is wrong or like a plan or I wonder let me pull it up.
[AGENT][NEUTRAL] He said he's thinking it might be the plan, but he's not certain.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, you can send him over to me and I'll go over what we have him listed as, and he might need to send an email in so that we can get it corrected but um you can send them to me and and I'll go over that with him and see what I can figure out what's going on with this um premium.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, thank you, [PII]. You have a good rest of your day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. You too, [PII].
[AGENT][NEUTRAL] Bye bye.