AccountId: 011433970860
ContactId: 3b783b20-e502-44c1-88b0-26eebb0362cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 566729 ms
Total Talk Time (AGENT): 226457 ms
Total Talk Time (CUSTOMER): 188769 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/3b783b20-e502-44c1-88b0-26eebb0362cf_20250515T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], I'm trying to reach [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And may I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, it's [PII] with the Pearl River Police Department.
[AGENT][NEUTRAL] OK, and Ms. [PII], um, may I please get your callback number, ma'am just in case the call is dropped we'll be able to call you right back.
[CUSTOMER][NEUTRAL] Absolutely, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK, let me see if I can find Miss [PII].
[AGENT][NEUTRAL] I'm sorry, Miss [PII], you're [PII]. I apologize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] That's OK, I know what you meant.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I'm having to search in our team, so I'm trying to make sure maybe it's [PII]
[AGENT][NEUTRAL] Do you know how to spell her first name, [PII]?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I don't, I really don't, um.
[AGENT][NEUTRAL] Maybe [PII].
[AGENT][NEUTRAL] Let me look and see if I can find her by her last name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know what department she's in?
[CUSTOMER][NEUTRAL] Well, let me tell you what happened. I had an officer who's out on injury.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And he has short term disability.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] When he went to
[CUSTOMER][NEUTRAL] Um, it
[CUSTOMER][NEUTRAL] His benefits?
[CUSTOMER][NEUTRAL] He was told that his workers' comp.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] would have to come off the top and it was.
[CUSTOMER][NEUTRAL] Gonna just be a percentage of that.
[CUSTOMER][NEUTRAL] Which was never explained to our department, you know, for the, from the insurance person that we, that we, that we deal with.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So when he called the insurance person, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] That we normally deal with um she said no you know that's the way it is and he said well that's not the way you explained it and I need to see, you know, that in writing, and she and he goes, and if that's the case, am I gonna be, you know, reimbursed for the money I've paid towards this policy and she's like absolutely not, that's just common sense.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So he went and called this number I guess the [PII] number he gave me and spoke to this [PII] and she looked over the policy and she said no that's not true, you know, you took out a policy for $1500 you're gonna get 1500.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That has nothing to do with workers' comp or anything else.
[CUSTOMER][NEUTRAL] So me as the department he works for, I want to speak to her myself and get that in writing because I'm gonna need to know this from my other employees. I'll just want no discrepancies moving forward.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, all right, let me try to IM the group that I'm in and see.
[AGENT][NEUTRAL] Anybody.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I asked him if he had an extension number for her, but he didn't.
[CUSTOMER][NEUTRAL] I guess when they gave, he just gave me the number he originally called I guess that's whoever he got a hold of when he called.
[AGENT][NEUTRAL] Let me look at my, I've also got a phone list. Let me see if she's on here too.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I just sent an IM to everybody to let me know if you have [PII]'s information so I can send a call to her because I'm not seeing her on my phone list and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Looking in teams, [PII].
[AGENT][NEUTRAL] I don't have a [PII]. Oh, wait, wait, wait, wait.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, I just referred back to what I just wrote because it pulled up her name. OK, that's not it either. I've got my super, I don't see us having a colleague by that name.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, she's not my supervisor says I don't see us having a colleague by that name.
[AGENT][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] So, what I can do though.
[AGENT][NEUTRAL] Is what's your group number?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Trying to find it hold on.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I and I just took over insurances for the police department side. Normally the mayor's office handles all of this, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, group number 4 APL.
[AGENT][NEUTRAL] Would it be under [PII], um.
[CUSTOMER][NEUTRAL] It should be the town of [PII] River.
[AGENT][NEUTRAL] OK, let me see town of Pearl.
[AGENT][NEUTRAL] River.
[AGENT][NEUTRAL] See if I can find it. I did 25419419. OK, then let me see if I can pull in your group real quick.
[CUSTOMER][POSITIVE] OK, I appreciate it, yay.
[AGENT][NEUTRAL] OK, and this is the situation I'm not showing that you are the group contact um name for the group, so we can't give out.
[CUSTOMER][NEUTRAL] OK. Is it [PII]?
[AGENT][NEUTRAL] Information, yes, yes, and if she can call in.
[AGENT][NEUTRAL] My thought is to uh
[AGENT][NEUTRAL] Go ahead and transfer her on over to the claims department so she could speak to a claims specialist on how the short term disability works when workman's comp is included.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what does she need to call exactly? So I get her to the correct person would she speak to claims?
[AGENT][NEUTRAL] Uh, the same number that you, right, the same number that you called because we'll have to verify the group before we transfer, um, and also [PII] is the agent and he may have information too.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, we don't have him as an agent. We have [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, and [PII] works with um [PII].
[CUSTOMER][POSITIVE] OK, I got you.
[CUSTOMER][NEUTRAL] All right, I'll let [PII] know.
[AGENT][NEUTRAL] OK. All right. And Miss [PII]?
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] You're welcome and I'm sorry I didn't get [PII] for you but I'm not showing that she's an employee and my supervisor didn't see that either so I apologize that I wasn't able to get her on the phone for you but we'll we'll help you one way or another we'll get it to the bottom of it. You're very welcome. I hope you have a blessed day. You're welcome bye bye ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] No, it's OK. I appreciate your help.
[CUSTOMER][POSITIVE] OK. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] You do the same bye bye.
[AGENT][POSITIVE] Thank you.