AccountId: 011433970860
ContactId: 40e89e3b-1ecb-4aee-85f6-52a8450090c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466920 ms
Total Talk Time (AGENT): 242065 ms
Total Talk Time (CUSTOMER): 173619 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/40e89e3b-1ecb-4aee-85f6-52a8450090c2_20250127T16:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] calling from [PII] regarding our employer [PII]. You left me a message last week.
[AGENT][POSITIVE] OK, yeah, thank you for calling me back. I was gonna call you today. Let me get to my area for that and get to that, uh.
[AGENT][POSITIVE] What we needed, what we really needed was uh to know about his hour of work for each one of those weeks cause uh this policy has a benefit if you, you know, working, disable and working it's a
[AGENT][NEUTRAL] Calculation we have to use, so I was trying to figure out his hours work each week. I know you had on there it's a combo of no work and like do the work and holiday. So let me bring up his claim and go to that.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Paperwork. Here it is.
[AGENT][NEUTRAL] OK. Now the week of [PII], which was on a Friday. So let's just say that Monday after that, how many hours did he work that week of uh [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's Monday.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I'm trying to figure it out. I'm looking at a payroll report so that's why I'm I'm a little slow on this. I'm not as familiar with them.
[AGENT][NEUTRAL] Yeah. OK, that's all right. OK.
[CUSTOMER][NEUTRAL] So and I don't have a calendar in front of me, so the [PII] is a Monday, right?
[AGENT][NEUTRAL] Uh, [PII] is a Monday and that Friday would be the [PII], so from [PII], [PII] to [PII] is one week. Let's see what we can. OK. OK.
[CUSTOMER][POSITIVE] OK, that's helpful that's exactly what I needed thank you.
[CUSTOMER][NEUTRAL] Alright based on.
[CUSTOMER][NEUTRAL] Special
[CUSTOMER][NEUTRAL] Regular
[CUSTOMER][POSITIVE] So I believe that he worked.
[CUSTOMER][NEUTRAL] That week regular regular looks like he worked 13.25 hours that week.
[AGENT][NEUTRAL] So OK, 2.5. OK, that now the week of [PII]. I know that was a holiday, so I'm sure he was out for the holiday because you got holiday pay on here. So [PII] is on a Monday.
[CUSTOMER][NEUTRAL] Correct, OK, and then tell the Friday date please.
[AGENT][NEUTRAL] Oh, the Friday date would be [PII], so [PII] to [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All right, and in that case.
[CUSTOMER][NEUTRAL] Special special he worked at no hours that week.
[AGENT][NEUTRAL] OK, no I was good. That's good to know. And then the next week would be [PII], I mean [PII].
[CUSTOMER][NEUTRAL] And this one.
[CUSTOMER][NEUTRAL] Here I'm gonna look. I got, I have to do a second of looking at email for this one because I'm not clear on if he did light duty or if they just paid him for not working and when you say like.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's very regular when we talked about the
[AGENT][NEUTRAL] We just, we, we, we don't care about uh them paying him. We just want to know I worked, he actually worked, whether they paid him, that's just, that's different. We didn't need to know the hours he work because it's disabled and working, not because you get, you know, like your job might have continue your salary. That's a different, that's a different thing. But we talking about the hours worked, so that's all we concerned about is you know hours we worked.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, and, and, and so just to make sure that um I'm understanding.
[CUSTOMER][NEUTRAL] If he worked what we call light duty, which is, he's still, he's working, but he's not, um, doing his regular job.
[AGENT][NEGATIVE] Getting all his, yeah, yeah, he's not getting out and, and, and he's not getting all his hours. He on your paperwork, he said he used to work 40 hours per week. So that's why we just, uh, so if he didn't work, we didn't need to know the hours he worked them particular weeks he was out on light duty.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so, so, um, going back in time for just a second then on the [PII] and [PII], he when I said he works 13.25 hours.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That was late duty that wasn't his regular job, OK.
[AGENT][NEUTRAL] Yeah, yeah, that's right. As long as we were like we need to go on light duty. He's working the policy could disable and working, so it doesn't matter. We know he was on light duty. That's, he wouldn't be able to come back if he was totally disabled. So he, we know he had, he was on restricted duties.
[AGENT][NEUTRAL] Uh-huh, so we're just trying to get that kind of hours he worked it while he was on light duty, you know, cause some people could go to light duty and work the whole 40 hours, you know, because you might have a light duty job that he can do sit down, he can do his whole 40 hours. So that's why we're trying to see how many hours he worked it.
[CUSTOMER][POSITIVE] Good, OK, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK, so what I need to get you now is [PII], right?
[AGENT][NEUTRAL] So, so, uh-huh. Mhm.
[CUSTOMER][NEUTRAL] OK, so back to I need to look here.
[CUSTOMER][NEUTRAL] [PII], so we gotta get up to the [PII].
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] [PII], alright, so here we gotta work on this regular, regular, regular so he worked, I'm getting close.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So in that week, [PII], he worked 20.75 hours on light duty.
[AGENT][NEUTRAL] OK. OK. And then on um [PII] and [PII], did he work at all?
[CUSTOMER][NEUTRAL] On [PII] he worked light duty on [PII] for eight hours.
[AGENT][NEUTRAL] OK, and that was it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right, good. And uh, but I was one more, one more question I'm gonna ask you. Oh, I know he hasn't returned back to work yet, so yeah, y'all, he, he, y'all, he, he haven't returned back to work yet. That's, that's correct.
[CUSTOMER][NEUTRAL] Correct, that's correct. His next appointment is [PII], and it's at that time that they'll determine his ability to return to work.
[AGENT][NEUTRAL] OK. So he's not doing any, he, so he's, so after [PII], he's still doing light duty work until he see the doctor on [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct, that is 100% correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, that's what I was trying to make sure. Thank you, [PII], for calling me back.
[CUSTOMER][POSITIVE] Oh, you're very welcome. I'm I'm happy to help. Let me know if you have any additional questions, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I surely will. Thank you. You have a great day. Bye.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Bye-bye.