AccountId: 011433970860
ContactId: 678a8b35-dc71-4a3c-8622-4ebd0e6707ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386959 ms
Total Talk Time (AGENT): 151205 ms
Total Talk Time (CUSTOMER): 111343 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/678a8b35-dc71-4a3c-8622-4ebd0e6707ca_20250528T17:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just had a question. I'm gonna be having a surgery next week.
[CUSTOMER][NEUTRAL] And I'm trying to figure out how do uh how do I find out like how much I would be getting from y'all and how many is it once a month or twice a month or how does that work?
[AGENT][POSITIVE] OK, I can help you with your benefits. Um, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Like, I don't, hold on, I'm driving.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If you want, I can look it up by your social, if that's all right.
[CUSTOMER][POSITIVE] That would be awesome.
[AGENT][NEUTRAL] OK. And what's your social?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one moment while I look that up, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And which policy were you wanting to file under your uh
[CUSTOMER][NEUTRAL] The short term disability?
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Can you verify your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your address and phone number that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And or my uh PO box is [PII] and my number is [PII].
[AGENT][POSITIVE] Thank you so much. Give me just a moment.
[AGENT][NEUTRAL] OK. And you haven't um
[AGENT][NEUTRAL] You haven't had the surgery yet?
[CUSTOMER][NEUTRAL] No, it's on Wednesday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I'm showing your short term disability.
[AGENT][NEUTRAL] Policy has lapsed.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] How good it laps. I've not lapsed at work.
[AGENT][NEUTRAL] Yeah, I'm showing it lapsed on [PII]. I do see an active policy with us. Let me see what it is though. It's not showing short short term.
[CUSTOMER][NEUTRAL] Um, I just took this policy out this year.
[CUSTOMER][NEUTRAL] When they came to our job this year for a new enrollment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see something real quick.
[AGENT][NEUTRAL] OK, because I am seeing that one, so let me see what all it covers.
[AGENT][NEUTRAL] And I do have your policy number, um.
[AGENT][NEUTRAL] Would you like me to, or are you able, oh you're driving. Oh yeah. OK, so I am checking the, the policy that you have active with us is a cancer policy.
[CUSTOMER][NEUTRAL] I'm still, I'm still driving.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, I took that one out too. He hadn't, uh, when I talked to him, I did several.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Besides the life insurance, the cancer, in the short term because I knew I was gonna be having surgery and he had me sign all these papers.
[AGENT][NEUTRAL] Yeah, because the only one that I'm showing that you have active with us is that cancer policy. Let me see.
[AGENT][NEUTRAL] Your old cancer policy and your short term disability policies lapsed in [PII], so what I would do is contact your employer and see if they switched companies for you, um, because the only one I'm showing is your cancer policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] This was the same guy that always comes year after year and I resigned up for all this stuff in February.
[AGENT][NEUTRAL] Yeah, I do see that the cancer policy um.
[AGENT][NEUTRAL] Started on [PII], so I would call uh your HR or whomever you signed up with um and see what they did if they changed I mean they might have changed.
[AGENT][NEUTRAL] Um, they might have changed the insurance provider or the insurance carrier. Um, I can't see that. All I can see is the one that you have active with us and that the other two lapsed, um, a few years ago.
[AGENT][NEUTRAL] You'll need to contact them and see what they did, um, and if you signed up with a different, if they signed you up with a different insurance carrier.
[CUSTOMER][NEGATIVE] I was so confused. Like, I just did this a few months ago and now it's not there.
[AGENT][POSITIVE] Yeah, I'm seeing that you, you just got it.
[CUSTOMER][NEUTRAL] And the stuff is coming out of my check every every month.
[AGENT][NEUTRAL] Yeah, you'll you'll want to contact your employer um for that.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, and let them know that you called us and.