AccountId: 011433970860
ContactId: 923bc0b8-327c-44ca-b199-21e964a9e387
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302619 ms
Total Talk Time (AGENT): 109782 ms
Total Talk Time (CUSTOMER): 78772 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/923bc0b8-327c-44ca-b199-21e964a9e387_20250624T14:46_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APR. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I I
[CUSTOMER][NEUTRAL] Yes, hi, and I'm driving. hello, can you hear me?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Uh, sort of, uh, how can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I have a short term disability policy, and I wanted to get information about how does that work with the short term disability.
[AGENT][NEUTRAL] OK, [PII], do you happen to have your policy number there with you?
[CUSTOMER][NEUTRAL] Let me check. Hold just a moment.
[CUSTOMER][NEUTRAL] 02455
[CUSTOMER][NEUTRAL] 462.
[AGENT][NEUTRAL] Thank you. If I could verify your name, uh date of birth, and a phone number, please.
[CUSTOMER][NEUTRAL] Sure. My name is [PII] I have two last names, [PII], [PII]
[CUSTOMER][NEUTRAL] My date of birth is [PII] and what was the, uh, what else did you need?
[AGENT][NEUTRAL] Oh, I just, I just need a phone number please, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. So let me just see if I can't find that really quickly. um, and I do apologize, my computer is just a little bit slow here, so we'll try and get this.
[CUSTOMER][NEUTRAL] That's OK, you're fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're just wanting to know how your benefits work, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, like the short term disability, like when does it kick in? How much percentage of your pay do you get?
[AGENT][NEUTRAL] OK, so it went into effect on [PII].
[AGENT][NEUTRAL] And uh let's see what we have here.
[CUSTOMER][NEUTRAL] I know I've recently changed the policy, I think.
[AGENT][NEUTRAL] Right, yes, it went, let's see.
[AGENT][NEUTRAL] So the last one that I have, let's see, that seems to be the last one that I've got here.
[CUSTOMER][NEUTRAL] I think I changed the amount of days that it, it'll kick in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me just, let me just pull it up here. Excuse me just a moment, please. I'll be right back. Give me just a moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] [PII], this is [PII]. I'm in the claims department. I have somebody with a disability policy and she's asking me questions that I can't find on the, on, I'm looking at the policy certificate.
[AGENT][NEUTRAL] It tells me what her life insurance is and what her health insurance is and the annuities and that kind of thing, but it's not telling me when it kicks in. I told her when her policy, uh, starts, but, um, can I give you her policy number and, and, uh, I have verified her.
[CUSTOMER][NEUTRAL] Yeah, absolutely, [PII]. What's the policy number?
[AGENT][NEUTRAL] It's 02.
[AGENT][NEUTRAL] 45.
[AGENT][NEUTRAL] 546 2.
[AGENT][NEUTRAL] And her name is [PII].
[AGENT][NEUTRAL] And, and I did verify her, but I'm trying to, I'm looking at her plan at her uh policy certificate.
[AGENT][NEGATIVE] And it's not telling me uh how much of a percentage of her check she gets or that kind of thing I'm just must be missing it, I mean.
[AGENT][NEUTRAL] And she's in her car so yeah.
[CUSTOMER][NEUTRAL] OK. Yeah, no.
[CUSTOMER][NEUTRAL] Is that hard to hear?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yeah, and I'm sorry, um, I don't mean to be yelling, but my phone is kind of messing up too, so if it sounds like I'm yelling, I apologize. Could you, could you help me with this lady, please?
[CUSTOMER][POSITIVE] Yeah, absolutely, [PII] if you would just wanna transfer to me I can take it.
[AGENT][POSITIVE] Oh, that's perfect. Thank you very much. Have a very good day.