AccountId: 011433970860
ContactId: 39521d5b-fc42-459f-8421-c0aa665503a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191039 ms
Total Talk Time (AGENT): 83997 ms
Total Talk Time (CUSTOMER): 61985 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/39521d5b-fc42-459f-8421-c0aa665503a8_20250211T15:32_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling, I'm a short term disability. I have short term disability.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And there was some questions um and there's some questions I was wanting to know about.
[AGENT][NEUTRAL] Your policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, I can help with that, Mr. [PII]. What is your policy number, please?
[CUSTOMER][NEUTRAL] Uh, the policy number.
[CUSTOMER][NEGATIVE] Um, I, I don't even have it right in front of me.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Is there a number or something you can.
[AGENT][NEUTRAL] Well, I can look it up by your so I might be able to look it up by your social security number.
[CUSTOMER][NEUTRAL] I can give you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No you.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] 68
[CUSTOMER][NEUTRAL] 36
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. I see. OK, thank you.
[AGENT][NEUTRAL] And if I could just verify your date of birth, sir, and a phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh I, I do need to verify your phone number, please, sir, if I, if I could.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And you're, uh, yes, I see here. And you're wanting to know about your, your policy, any particular um detail about it or is there a, a uh
[AGENT][NEUTRAL] A claim that you've submitted?
[CUSTOMER][NEUTRAL] Um, basically this is what I had, uh.
[CUSTOMER][NEUTRAL] I was wanting to know, say if I uh decided to.
[CUSTOMER][NEGATIVE] Go to another company or move.
[CUSTOMER][NEGATIVE] You know, doesn't follow me.
[AGENT][NEUTRAL] Oh, I see. OK, let's check here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, this is actually uh part of your benefits with your company, um, so it looks like uh what do we, uh, 17, let's just check here really quickly, um.
[AGENT][NEUTRAL] So with uh uh universal tracking, um, uh, this is just part of your, your uh benefits that you receive is, is your employment package. Uh, we don't, um, uh, necessarily have uh an individual policy for this. This is, this is just part of, of what you get for, uh, with your, your work benefits.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] That's what I wanted to know.
[CUSTOMER][NEUTRAL] OK, so no, and um I'm all caught up on my um.
[CUSTOMER][NEUTRAL] On my short term disability as well, right?
[AGENT][NEUTRAL] Uh, yes, it looks like you, yes, you are, you're still active with this. Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you, that's all I need to know.
[AGENT][POSITIVE] OK, uh, Mr. [PII], there's nothing else I can help with. Um, thank you for contacting APL. I hope you have a very good day. Thank you for calling us, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks a lot now. Bye-bye