AccountId: 011433970860
ContactId: 953a8d6f-95f2-4b4e-bb4b-d35e166d22eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360000 ms
Total Talk Time (AGENT): 186976 ms
Total Talk Time (CUSTOMER): 80050 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/953a8d6f-95f2-4b4e-bb4b-d35e166d22eb_20250116T20:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Um, yes, I was told to reach out to you guys. Um, I was hurt in an accident, um.
[CUSTOMER][NEUTRAL] I'm I'm employed at MAU.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying to get signed up for the short-term disability.
[AGENT][NEUTRAL] OK, so you're trying to, do you already have a policy, a short term disability policy and you're needing to find out how to file a claim or are you trying to find out about obtaining a disability policy?
[CUSTOMER][NEUTRAL] Obtaining
[AGENT][NEUTRAL] OK, so yes, sir, now, so you do not currently have a policy with us?
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Um, I may, I may or may not, I'm not sure. Uh, I'm an employee but MAU workforce.
[AGENT][NEUTRAL] OK, so let me, um, what I can do is to see if you have a policy with APL first off. If not, then I can get you connected with the company that you would need to speak to regarding obtaining coverage. So first off, who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], and you said [PII] is the last name, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And [PII], what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your full social? So that I can look up your information.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Give me one moment, please.
[AGENT][NEUTRAL] OK, so Mr. [PII], I do not see that we have a policy. Let me reverify.
[AGENT][NEUTRAL] Your social again [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so for and you're, you said that you were employed with MAU?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so the company that you would need to speak to regarding enrollment.
[AGENT][NEUTRAL] It's called Benefits in a card.
[AGENT][NEUTRAL] They also go by.
[CUSTOMER][POSITIVE] Yeah, they, they transferred me, they transferred me to you.
[AGENT][NEUTRAL] OK. Do, do you know who you spoke with over at book?
[CUSTOMER][NEUTRAL] I do not. There was some lady.
[AGENT][NEUTRAL] OK. So since you do not have a policy with us, Mr. [PII], that is, I'm, I'm sorry that you got transferred to us. Maybe they misunderstood. I'm not, I'm not sure. Um, but that is the company that provides us enrollment information. So that benefits in a car is who you would actually need to speak to regarding signing up for any type of coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Now I'll be happy to reconnect you if you would like and I'm assuming then that you do have their phone number?
[AGENT][NEUTRAL] If you had called them before, OK, so would you like for me to connect you with them?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. Well, I'll be happy to do that. Is there anything else that I can help you with so first?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] OK, well thank you again for calling APL and I hope that you have a nice afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Uh-huh, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Thank you for calling. Speak English. Please wait for the next available agent. You are the next caller in line. You may press the star key at.
[CUSTOMER][NEUTRAL] Your call may be monitored or recorded for quality assurance purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits in a card. This is [PII] speaking. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APO. How are you doing today?
[CUSTOMER][NEUTRAL] Good and you?
[AGENT][POSITIVE] I'm doing fine, thank you. So I have a gentleman on my line that, um, he works with MAU.
[AGENT][NEUTRAL] And he does not have a policy with us. He said that he had spoken to someone at Benefits in a car, but he did not know what her name was that transferred him to APL, but he is trying to find out about enrolling for coverage.
[CUSTOMER][NEUTRAL] OK. All right. Can you go ahead and, and talk to him?
[AGENT][NEUTRAL] Um, and
[AGENT][NEUTRAL] Yeah, I can give you his name. Uh-huh, his name, he says, is [PII].
[AGENT][NEUTRAL] And he, again, he said he works with MAU.
[CUSTOMER][NEUTRAL] And let's see if that's the one.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright, I found one. Maybe that's it. Just I'm gonna double check with him. Go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes. OK, yes, ma'am. Sure. OK. Well, are you ready then, [PII] for me to, and he may not he may not still be there. I'm not sure if he hung up or not, but I'm gonna go ahead and try to release the call to you.
[CUSTOMER][POSITIVE] No problem. Go ahead.
[AGENT][POSITIVE] All right. Thank you. Have a nice afternoon.
[CUSTOMER][NEUTRAL] I understand.
[AGENT][NEUTRAL] Uh