AccountId: 011433970860
ContactId: 6237d02b-6eeb-4873-b5f6-ea23c3cd6352
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374320 ms
Total Talk Time (AGENT): 214388 ms
Total Talk Time (CUSTOMER): 188076 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/6237d02b-6eeb-4873-b5f6-ea23c3cd6352_20250317T20:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got, um, hey, I've got [PII] on the phone. He's with the broker's office for AM OneSource and he did verify this group 25054.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 25054. OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And the number he's calling from is a good callback number, and he's calling about [PII], whose policy number is 2605764.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what happened is is he's trying to file a claim for [PII] for short term disability and he noticed when he was filing the claim that the premium is wrong on [PII]'s policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, hold on. So is it maybe like that the coverage is wrong or like a plan or I wonder, let me pull it up.
[CUSTOMER][NEUTRAL] He said he's thinking it might be the plan, but he's not certain.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, you can send him over to me and I'll go over what we have him listed as and he might need to send an email in so that we can get it corrected but um you can send them to me and and I'll go over that with him and see what I can figure out what's going on with this um premium.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well thank you [PII]. You have a good rest of your day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. You too, [PII].
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] And hi, is this, uh, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am this is he.
[AGENT][NEUTRAL] Hi, hi [PII], this is [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing good [PII], thanks for asking how are you doing, ma'am?
[AGENT][NEUTRAL] Good, I'm doing well, thank you. Um, so let me see, [PII] gave me your group's information for AOSPEO and then also the policy information for [PII], who I understand you're trying to file a claim for, but the premium's not correct, was that right?
[CUSTOMER][POSITIVE] Good
[CUSTOMER][POSITIVE] Good good.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am. I just, I just want him to be able to get the full extent of the short term disability that we've actually been deducting him for even though it just started this month. I just want him to get his to be in the $4000 short term disability bracket.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK of course so let me see here let's look at his um plan information and make sure we have everything correct um so uh let's see what do you show is is the premium what's being deducted?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Well, what's being deducted, so they're on a weekly, um, payment schedule, so they're getting, he's, um, paying $21.23 dollars uh every week, which comes out to like $92 a month, which is what that $4000 short term disability policy monthly premium is.
[AGENT][NEUTRAL] OK, let me see, so I show his benefit it does have the 4000 benefit and it looks like his plan is option two. hang on just a second, let me pull up this group's, um, plan information for the.
[CUSTOMER][NEUTRAL] It said it said it said option 2 on that, [PII].
[AGENT][NEUTRAL] It does, mhm.
[CUSTOMER][NEUTRAL] It should be option one because I have like I don't know I I don't know what's been going on recently but when I've been uploading these spreadsheets because we've been doing open enrollment with all of our clients so it's like our busiest two months um I know I'm putting a lot on that sheet for whoever I get.
[AGENT][NEUTRAL] Option one, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][MIXED] Implements it, but they keep seeming to have issues because I'm, I'm very meticulous. I did all my stuff, especially when I submit it and I keep everything in order, um, and on my spreadsheet that I uploaded it says $92 option $14,000 so.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I don't know what would have happened. Um, we can definitely get that corrected though. Um, can I get you?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah, that's all I'm looking for.
[AGENT][POSITIVE] Yeah, absolutely. Can I give you my email and are you able to forward that information over to me so that we can work on getting that updated?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am, like the spreadsheet that I that I had uploaded, is that all you need, [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah yeah if you can send me that if it's got yeah his correct plan information then that should be all we need to make the corrections on our end.
[CUSTOMER][NEUTRAL] Yes ma'am, it's on here so um what was that email, [PII]?
[AGENT][NEUTRAL] OK, perfect. OK, so you can just send it over to me and my email is [PII] and that's [PII]
[CUSTOMER][POSITIVE] Wow, never seen it spelled that way, dude. It's literally like too off from being [PII]. Yeah, I've never seen it spelled that way. Yeah, that's very cool. OK, sorry, sorry, sorry.
[AGENT][NEUTRAL] Really? From yours? Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's OK, so [PII]
[AGENT][NEUTRAL] At AMpubl[PII].
[CUSTOMER][POSITIVE] Awesome a [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK. And let me just read back that um the [PII] part. It's uh [PII], is that correct?
[AGENT][POSITIVE] Yes, that's correct. So it should read [PII].
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Awesome, that's perfect.
[AGENT][NEUTRAL] And if you'll send that over to me um just put the group information in the subject line that's fine um and I'll just confirm back whenever I get that so that you know I've received it and um I'll send that over so that we can make those corrections and I'll also confirm back with you to let you know once that's complete, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes ma'am. And, and like how long do you think it'll usually take to generate the policy number? Just because I, he is wanting to file a claim as soon as possible.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so
[AGENT][NEUTRAL] It should be the same policy number if I'm not mistaken um and it should be with it being it with it being 4 it may not be done this afternoon but it'll definitely be done by tomorrow um and so um I'll follow up on it if I don't hear anything back in the morning just to double check um but I'll get that confirmation sent over to you as soon as we get that updated and I'll also confirm his policy number and everything with you.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] That's cool.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Perfect [PII] I trust you. I know I know you're the woman with the plan, so I'll get this over to you and and and thank you so much for your time. You've been wonderful.
[AGENT][NEUTRAL] Just to make sure that it doesn't change. Mhm.
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] Absolutely, no problem. Well, thank you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that's all.
[AGENT][POSITIVE] OK perfect well we'll get right on that and thank you for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too ma'am bye.
[AGENT][POSITIVE] Thank you bye bye.