AccountId: 011433970860
ContactId: 6158e6b9-2697-4ead-8eb3-7151eec6e83c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364760 ms
Total Talk Time (AGENT): 121169 ms
Total Talk Time (CUSTOMER): 54971 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/6158e6b9-2697-4ead-8eb3-7151eec6e83c_20250611T13:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, yes, hi, my name is [PII], and I'm just trying to see if my benefits kicked in yet.
[AGENT][POSITIVE] OK, I'm happy to check on benefits. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] No, I'm at work right now.
[AGENT][NEUTRAL] OK, so I can look you up by name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] I'll give you my social.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] You're right, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Give me just a moment here, let me take a look.
[AGENT][NEUTRAL] And air it out on me here. Dre. Give me just a second. Let me try again. Sorry about that.
[CUSTOMER][NEUTRAL] Oh no, it's OK.
[AGENT][NEUTRAL] Um, let me close out of my system. It seems like our system may be having some errors because somebody else is getting an error too, so bear with me here just a moment.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEGATIVE] My job is having the same problem.
[AGENT][NEUTRAL] Let's see, I tell you.
[CUSTOMER][NEUTRAL] And these computers.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] What is your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what address would we have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] Um, so it looks like you did have a few policies with us. It looks like starting in [PII], um, you had the hospital indemnity and the short-term disability, all of that looks like terminated in March. Are you still with the same employer?
[CUSTOMER][NEUTRAL] Yeah, I just started my new job.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With the same employer crown.
[AGENT][NEUTRAL] OK, so if you, yeah, I don't see anything new and active. Um, I just see this policy from back in [PII] that lapsed in March of this year. So there's new, no new policies yet at this time.
[CUSTOMER][NEUTRAL] OK, because I just started my job about a month ago.
[AGENT][NEUTRAL] OK, OK. Um, yeah, I don't see anything yet, [PII] as far as like under your name that's active, so.
[CUSTOMER][NEUTRAL] OK, and how long would I be eligible to sign up for benefits?
[AGENT][NEUTRAL] That would be a question to ask your employer. Um, they usually have like a certain amount of time where you can enroll through them.
[AGENT][POSITIVE] So that would be something that, yeah, you definitely wanna ask them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because last job they sent me to, it took a while for my brother sister to kick in, so it's gonna probably take like 90 days.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Some, some have like a waiting period of 90 days. You have to be there so long before you're eligible for benefits, but that's something again that's, that's set by them, we wouldn't have that info.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, thank you.
[AGENT][POSITIVE] Yeah, you're welcome. Anything else?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] All right. You have a good day there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye.