AccountId: 011433970860
ContactId: a413a5fe-93e4-4741-8e88-d2dfd0916a32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239139 ms
Total Talk Time (AGENT): 64049 ms
Total Talk Time (CUSTOMER): 135957 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/a413a5fe-93e4-4741-8e88-d2dfd0916a32_20250313T13:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[CUSTOMER][NEUTRAL] And I have a APL.
[CUSTOMER][NEUTRAL] Short term disability plan, can I give you my number?
[AGENT][NEUTRAL] Um, sure, but 1st may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you for that. And your policy number?
[CUSTOMER][NEUTRAL] 2452039
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My address is [PII], and the email is [PII].
[AGENT][POSITIVE] Thank you for that. And how may I assist you today?
[CUSTOMER][NEUTRAL] Well, it, we've come to find out, uh, a friend of mine coworker has the same plan, slightly different coverage, and our our.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Employer or actually the union hall provides uh a certain amount of money per month on short term disability.
[CUSTOMER][NEUTRAL] And they've had that for a long time, and I know many drivers that have taken it.
[CUSTOMER][NEUTRAL] Well, come to find out that.
[CUSTOMER][NEUTRAL] OK, so the union hall provides 2000 a month, 500 per week.
[CUSTOMER][NEUTRAL] And under my plan I have a $3000 a month plan.
[CUSTOMER][NEUTRAL] And I just, he said that.
[CUSTOMER][NEUTRAL] Uh, the plan is going to deduct the money that comes from the hall, and when I looked under in my plan, the deductible sources of income section and section 3.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says the first one says other group disability income.
[CUSTOMER][NEUTRAL] So then essentially I'm paying.
[CUSTOMER][NEUTRAL] Not for a $3000 plan but for a $1000 plan.
[AGENT][NEUTRAL] Because you're saying the $2000 that the union pays is going to be deducted from the $3000 you get from this policy.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Right, so, so I wanna, I wanna cancel the plan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm just not sure how to do that because I, I don't see it just has to call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that I totally understand that. Um, of course, we hate to see you go, but that just makes sense. Um.
[AGENT][NEUTRAL] So, I will, so the only thing that um you'll need to do is reach out to um UTBA since the, the policy is from the group, they just, it comes from them to us in writing and then we'll make the changes. So I can, um, did you need the phone number you have it there?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I have, I have their numbers here, um, let me.
[CUSTOMER][NEUTRAL] Yeah, I'm sure I'm I saw them a second ago. Let's see.
[AGENT][NEUTRAL] You wanna make sure it's this, this, I just want to make sure it's the same one. OK.
[CUSTOMER][NEUTRAL] OK, let me make sure.
[CUSTOMER][NEUTRAL] I have uh
[CUSTOMER][NEUTRAL] Where did it go?
[CUSTOMER][NEUTRAL] Oh fair
[CUSTOMER][NEUTRAL] Here
[CUSTOMER][NEUTRAL] Oh [PII], yeah.
[CUSTOMER][POSITIVE] Yeah, I'll give her a call and we'll go from there.
[CUSTOMER][POSITIVE] OK, well thank you.
[AGENT][POSITIVE] You're very welcome. Well, was there anything else I can help you with today?
[CUSTOMER][NEGATIVE] Uh, no, no thank you.
[AGENT][POSITIVE] Alright, well, thanks for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.