AccountId: 011433970860
ContactId: 5fe50ecb-42a7-4b15-a1b8-dd18170b969d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 564940 ms
Total Talk Time (AGENT): 172921 ms
Total Talk Time (CUSTOMER): 299400 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/5fe50ecb-42a7-4b15-a1b8-dd18170b969d_20241230T15:50_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. My husband, [PII], um, has a policy with you. Um, he works for, um, the town of [PII].
[CUSTOMER][NEUTRAL] And I'm trying to um register him for short term disability.
[CUSTOMER][NEGATIVE] And when I go online um it's saying no user was found with the information that was entered, um.
[CUSTOMER][NEUTRAL] And I, I guess I'm doing it right. I'm, I'm submitting the information via the, the way that his um.
[CUSTOMER][NEUTRAL] The people, they sent me the form to go online.
[AGENT][NEUTRAL] OK, and I'm sorry, [PII], you're calling from which office?
[CUSTOMER][NEUTRAL] Well, I'm, I'm his wife, so, um, I'm home.
[AGENT][NEUTRAL] Oh spells.
[AGENT][NEUTRAL] OK, what, what's the policy number?
[CUSTOMER][NEUTRAL] Um, they did not give me a policy number, um.
[CUSTOMER][NEUTRAL] So I, I could give you his social.
[AGENT][NEUTRAL] Are, are you on the policy?
[CUSTOMER][NEUTRAL] Um, I don't think so. It's a short term disability. I could, you could speak to him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, if I could do that please.
[CUSTOMER][NEUTRAL] OK, hold on, let me get him.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] I love
[CUSTOMER][NEUTRAL] I'm speaking with [PII] from your disability. I just need a confirmation I can speak with her. Hey, this is [PII].
[AGENT][NEUTRAL] Hi, good morning. Could I get your name, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] OK, do you, how do you spell your last name?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] OK, so [PII], OK, and what's a good phone number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a second to locate your policy number, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am, and I'm under the town of [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] [PII], verify your date of birth and your complete mailing address for me.
[CUSTOMER][NEUTRAL] [PII] and the address is gonna be [PII].
[AGENT][NEUTRAL] Thank you, do you have an email address on file that you can verify for me?
[CUSTOMER][NEUTRAL] Um, it would probably be my work email. It would be [PII] one word.
[AGENT][NEUTRAL] OK, it looks like
[AGENT][NEUTRAL] OK, it looks like a a personal email address.
[CUSTOMER][NEUTRAL] Uh, that's gonna be uh [PII].
[AGENT][NEUTRAL] OK, and is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, we have the one R so let me add the other [PII]
[CUSTOMER][NEUTRAL] Maybe that's why I couldn't get in.
[AGENT][NEUTRAL] Uh-huh. Uh-huh.
[AGENT][NEUTRAL] Uh, and, and so your what is your spouse's name?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you give us permission to speak with her?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what information can we discuss with her or disclose, OK, if you would like, uh, if she's gonna call periodically for you, we can send you, uh, email you over a third party form that's authorizing us to speak with her that way, otherwise we would have to get your permission each time she calls. Would you like for us to email that to you?
[CUSTOMER][NEUTRAL] All of it
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, we'll send it to the email address that you verified and I can continue speaking with [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Uh, you're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, so that was probably the reason I couldn't get in.
[AGENT][NEUTRAL] I believe so. You're trying to create an online account?
[CUSTOMER][NEUTRAL] Yes, we, um, supposed to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Visit his doctor this morning. He had a massive heart attack, so on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] How was he doing?
[CUSTOMER][POSITIVE] Um, he's doing good. They sent him home with some new vest that is supposed to shock his heart when it goes out of rhythm, so.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Never heard of it before, but I'm like, [PII], I wish I had that around when my dad passed.
[AGENT][NEUTRAL] Oh yeah, what, what does it do actually?
[CUSTOMER][NEUTRAL] Um, so he wears it 24/7 except when he goes to, uh, take a shower, but it's just like a bra. So, um, two pads in the back and you got a pad in the front like kinda under the heart.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] I guess when your heart is going out of rhythm or whenever some cardiac event's gonna happen, um, it notifies you in case like say one of the
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The little mechanisms is out of place and you're not going into an attack, you can stop it. But um if, if you are, it um it shocks you. It's just like a defibrillator that you wear and see, um, each person, their heart only works at like 55%. And it's, that's something I didn't know. But um it is only working at like 25%.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so until they, you know, get him up on his medicine and everything and get him cardiac rehab and get him strong enough, he has to wear this vest. But that's the way he has to stay in a hospital and be monitored so he can home and
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm like, wow, that technology is just
[AGENT][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] Amazing.
[AGENT][POSITIVE] Exactly. I agree with that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] But yeah, so, um.
[CUSTOMER][NEUTRAL] This should do the trick, right?
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] Well, he
[AGENT][POSITIVE] Yes, he sounds like he's doing good and I hope that he continues to do better.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Now, um
[CUSTOMER][NEUTRAL] How much, uh,
[CUSTOMER][NEUTRAL] I know it's after 4 weeks that he'll start, you know, receiving something, um.
[CUSTOMER][NEUTRAL] Do you know if it's 40% or 60% of his paycheck?
[AGENT][NEUTRAL] Well, the elimination period is 14 days.
[CUSTOMER][NEUTRAL] Oh, OK, 14 days.
[AGENT][NEUTRAL] Yeah, um, and let me pull up his policy.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So per the his policy it says uh the disability benefit monthly amounts of the disability benefits are available from, you know, $300 up to $6500.50 dollars increments. It says his disability benefit will be $1700 not to exceed 60%.
[AGENT][NEUTRAL] Of the monthly compensation, so it will not exceed 60%.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Alright, thank you, that helps us.
[AGENT][NEUTRAL] Mhm. Did you have any other questions?
[CUSTOMER][NEUTRAL] I'm on
[CUSTOMER][POSITIVE] No, I'm on long term disability, so it, it helps us know what's gonna come in.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Exactly. Totally understand that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, so thank you so much for all your help this morning.
[AGENT][POSITIVE] Oh, you're welcome, [PII], and if you have no other questions, thanks for calling APL and uh tell [PII] to.
[AGENT][POSITIVE] You know, get a lot of rest.
[AGENT][POSITIVE] And hopefully he gets the feeling better soon.
[CUSTOMER][POSITIVE] Oh, don't worry, he's doing.
[CUSTOMER][NEUTRAL] He sleeps every time he hits the couch.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] in 3 years.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] Happy New Year's to you as well.
[AGENT][POSITIVE] Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.