AccountId: 011433970860
ContactId: 8bd49a3d-ad0d-48ee-9f36-c0960a768bd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425519 ms
Total Talk Time (AGENT): 241408 ms
Total Talk Time (CUSTOMER): 116824 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/8bd49a3d-ad0d-48ee-9f36-c0960a768bd4_20250415T16:12_UTC.wav
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[CUSTOMER][NEUTRAL] So whatever
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII], and I'm calling because we have disability insurance through you all, and my husband had a heart attack on, on Saturday.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] Oh, OK, Ms. [PII]. I'm sorry to hear that. Um,
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I can, are you just needing to know how to file a claim since he's had a heart attack, ma'am?
[CUSTOMER][NEUTRAL] Yes, uh huh, we've never done this before.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you. Um, Ms. [PII], can I please get your callback number just in case the call gets dropped, I'll be able to call you right back.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] Um, policy number is 01866092.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[AGENT][NEUTRAL] All right, Ms. [PII], I'll need for you to verify your date of birth for me, please.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] And let's look here.
[AGENT][NEUTRAL] OK, I'm not showing that you have um short term disability with our company. I'm showing that you guys have dental benefits and group term life insurance.
[AGENT][NEUTRAL] The number, the policy number you gave me is.
[CUSTOMER][NEUTRAL] Yeah, we've been supposed to be paying for them.
[AGENT][NEUTRAL] The policy number you gave me is actually the dental policy.
[CUSTOMER][NEUTRAL] Yes, because I have an AOB in front of me.
[AGENT][NEUTRAL] Oh, OK, got you.
[CUSTOMER][NEUTRAL] That's the only thing I have.
[AGENT][NEUTRAL] Yes, and I do see there's um.
[AGENT][NEUTRAL] Group term life and dental benefits through our company.
[CUSTOMER][NEUTRAL] Yeah, there's supposed to be short term disability um.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] We've been supposed to be paying on it for all this time, so I'm not sure.
[AGENT][NEUTRAL] Yes ma'am, I understand, um.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Let me look, let me try to pull in my social security numbers and see if there's anything else out there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And would it be under um [PII]'s name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, all right, and real quick, uh, let's finish verifying the information for security reasons. Can you please give me your physical address, email address, and phone number that's on the policies.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] OK, um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, let's see here.
[CUSTOMER][NEUTRAL] Then email address would probably be [PII] which is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And then what else did you need?
[AGENT][NEUTRAL] Uh, the, the phone number that is on the policy.
[CUSTOMER][NEUTRAL] OK, um, it's probably his as well, [PII].
[AGENT][NEUTRAL] Uh, I'm actually showing your email address and your phone and the phone number you're calling from now.
[CUSTOMER][NEUTRAL] Oh, OK, so [PII]. OK, and then my phone number [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. I appreciate that very much, Ms. [PII]. Let me um just check real quick and see if I can put his social security in our system and see if there's anything else that pulls up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am, I'm only showing the group term life and the dental policies are still the only policies pulling up even with the social.
[AGENT][NEUTRAL] Um, you may need to.
[CUSTOMER][NEUTRAL] OK, do you know who I need to call?
[AGENT][NEUTRAL] Yes, ma'am. Um, you may need to check with his employer.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEGATIVE] Uh, go back to his employer and tell them that you thought you guys had signed up for short term disability and we're not showing that there is short term disability.
[AGENT][NEUTRAL] Under your husband's name or social at this time.
[CUSTOMER][NEGATIVE] Yeah because I know that we had talked to some guy named [PII] um when we set all of this stuff up um and so yeah I'm gonna have to talk to somebody because we definitely did want that and now this is not a good time to find out that we don't.
[AGENT][NEUTRAL] Right, I understand. I can transfer you on over to Universal Trucking UTBA and let you speak with somebody there if if that would be helpful for you.
[CUSTOMER][NEGATIVE] You fucking serious.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that'll be helpful thank you.
[AGENT][NEUTRAL] OK, you're very welcome. It's gonna be a brief hold while I transfer you. Let me give you the phone number, Miss [PII], just in case the call is dropped while we're transferring you'll have it. It's [PII]. You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold. I'm gonna transfer you on over to UTBA. Is there anything else, Miss. [PII], I can help you with before we go?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, thank you. And I hope Mr. [PII] heals up nicely and quickly. I'll have you guys in my thoughts, ma'am. You're very welcome and thanks for calling APL. You're, you're very welcome.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] I appreciate that thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] OK, brief hold, Miss [PII]. Bye-bye. You have a nice day and thanks for calling APO.
[CUSTOMER][POSITIVE] Thank you, bye.
[CUSTOMER][NEUTRAL] QBA.
[AGENT][NEUTRAL] Hi, this is [PII] with APL. I have a member on the other line, um, it's Ms. [PII] and [PII]. uh, their group number is uh Universal Trucking Quest Lir.
[AGENT][NEUTRAL] His last four digits of his social is [PII].
[AGENT][NEUTRAL] And they are calling because they thought that they were signed up for short term disability through our company, but I'm only showing dental and group term life coverage, and they wanted to talk to somebody about short term disability.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] OK, thank you. You have a good day and thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you. You too.