AccountId: 011433970860
ContactId: 4cc4d8e5-18de-417e-83d9-3d1bb88e96a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343239 ms
Total Talk Time (AGENT): 90402 ms
Total Talk Time (CUSTOMER): 150214 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/4cc4d8e5-18de-417e-83d9-3d1bb88e96a0_20250529T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] 15 all.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, ma'am. I talked to somebody yesterday, um.
[CUSTOMER][NEUTRAL] When the people came to my job to sign us up for insurance, my whole purpose was to sign up for short term disability because I knew I was gonna be having surgery. The lady I talked to yesterday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] couldn't find where I was signed up for it except for a long time ago when I was, had signed up for it.
[CUSTOMER][NEUTRAL] But I know for a fact I signed up for it in February. I signed up for short term disability, for the cancer policy and for life insurance.
[CUSTOMER][NEUTRAL] And she told me to ask my job if they had changed companies or something and they haven't.
[CUSTOMER][NEUTRAL] So I need somebody to look at this again cause I'm supposed to have surgery next week.
[CUSTOMER][NEUTRAL] And I'm like, I know I signed up for short term disability with this company because that was my whole purpose of signing those papers.
[AGENT][NEUTRAL] OK, um, what's your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], what was, what's your policy number?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, the, the number on this card I'm looking at it starts with the US.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] US, um, because I believe you call, you got me yesterday.
[AGENT][NEUTRAL] Um, because I remem
[CUSTOMER][NEUTRAL] Maybe so. I don't know.
[AGENT][NEUTRAL] Yeah, cause I think I remember that, um.
[AGENT][NEUTRAL] And your last name is [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Give me just a moment.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] He just focus on.
[CUSTOMER][NEUTRAL] in the world.
[CUSTOMER][NEUTRAL] What you.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And [PII], can I get you to verify your date of birth, please?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Where?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the phone number that we have?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. And let me see what's going on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, because I'm still showing that cancer policy uh as the only one that's active. Give me a moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] And what are those guys that came around to my job cause they have screwed me over. That was the only reason I went in there to talk to them.
[CUSTOMER][NEUTRAL] I was not even gonna take out of the.
[AGENT][NEGATIVE] Yeah, that's why I don't, I don't know why if they didn't change your company, I'm not seeing it.
[AGENT][NEUTRAL] Um, I would have your employer call us, um.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Because I'm wondering if it's happened to just you or if it's happening to other people, but I would have your employer contact us.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, to see what's going on and see if maybe the paperwork didn't get turned in or what's going on, um.
[CUSTOMER][NEUTRAL] You got a big.
[CUSTOMER][NEUTRAL] After
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] So I would have him call or I'm sorry, your employer call us instead of you you continuing to have to go through all of this.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. I'm very sorry to hear about that. It's not working out for you. Um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh man I call them.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Alright, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] If you can.