AccountId: 011433970860
ContactId: 82a4cb25-0548-4f75-905a-e99613430927
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317549 ms
Total Talk Time (AGENT): 114374 ms
Total Talk Time (CUSTOMER): 124514 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/82a4cb25-0548-4f75-905a-e99613430927_20250203T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, yes, um, my name is [PII]. I work for a company called a staffing company called Surge.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And they have, they have me working at Magnolia tire.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I had a, a fall at home.
[CUSTOMER][NEGATIVE] It wasn't at work.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] And I've been off work. I was wanting to know about the short-term disability, possibly.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we could take a look at that short term disability and I will give you more information on that. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, I believe so. Let me get my card out. Oh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] One sec.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I get where I can see it too.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][POSITIVE] I appreciate it. OK.
[AGENT][NEUTRAL] Of course if it's easier I can search just using your social.
[CUSTOMER][NEUTRAL] Um, yeah, it's, uh, my social is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Well, I'm gonna read that back to you, make sure I heard that correctly, [PII], that was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alrighty, well, I didn't get any results in our system that way. uh, let's see.
[CUSTOMER][NEUTRAL] Let me, let me look on this card here.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] You have my employer ID number.
[CUSTOMER][NEUTRAL] It says group number is 9476.
[CUSTOMER][NEUTRAL] That help?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's try that way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEGATIVE] The hell.
[CUSTOMER][NEUTRAL] Yeah, I know.
[AGENT][NEUTRAL] That was 9476.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not showing that that is an active group in our system.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Does your card, does it say um multiplan or 90 degrees or anything like that?
[CUSTOMER][NEUTRAL] Um, it says multi-plan.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] I can try still looking if you have further information I can search for you more, um, but it does not look like you're in our system, [PII], so I'd imagine that policy is going to be through uh 90 degrees, um, so give me just a moment let me get that information for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh my goodness. What do I do?
[CUSTOMER][POSITIVE] I think I love my
[CUSTOMER][NEUTRAL] My time car in the.
[CUSTOMER][NEUTRAL] And the DG machine. Oh, I got now I gotta drive back to [PII] go find it.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] Goodness.
[AGENT][NEUTRAL] I do have that phone number um I can transfer you to them, but I can also give you the phone number first in case there's a disconnect uh let me know when you're ready.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Give me 1 2nd. I'm gonna find a pen.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] A good pen, a good pen is hard to keep. I tell you that.
[AGENT][POSITIVE] Yeah, yeah, absolutely is.
[CUSTOMER][NEUTRAL] I'm sure you know that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Oh here we go.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Oh, this is my card. I found it. Good. Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, go ahead and give me the number please.
[AGENT][NEUTRAL] Oh sure, it is [PII].
[AGENT][NEUTRAL] 833
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 42
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] 833429-6.
[CUSTOMER][NEUTRAL] 33
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And that is who again?
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The name of the place?
[AGENT][NEUTRAL] 0, 90 degrees.
[CUSTOMER][NEUTRAL] The name
[CUSTOMER][NEUTRAL] 90 degrees.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's easy. Well, you know what? I
[AGENT][NEUTRAL] Did you want me to go ahead and transfer you now?
[CUSTOMER][NEUTRAL] Yes, please, would you?
[AGENT][POSITIVE] Of course, alright, I'm just gonna put you on a brief hold while I get them on the line. I hope you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] You too, have a blessed day. Thank you.
[AGENT][POSITIVE] Thank you you too.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.