AccountId: 011433970860
ContactId: ad1d1d01-8b2e-4b08-8b36-73bf97d781ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92440 ms
Total Talk Time (AGENT): 47521 ms
Total Talk Time (CUSTOMER): 45011 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/ad1d1d01-8b2e-4b08-8b36-73bf97d781ee_20250409T16:14_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I work at Med Ben and you had tried to call. I was, um, on a webinar, so I wasn't able to take the call. Um, I think this is about maybe [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's correct. The reason I was calling, I did receive the policyholder claim form that you completed for her, but on K4 portion of the claim form, you didn't fill out whether this premium on this group is pre-tax or post-tax.
[CUSTOMER][NEUTRAL] Oh, I apologize it's post tax.
[AGENT][NEUTRAL] OK, it's post tag. And what about her other group disability? You said begin on [PII], but you didn't, you don't know when it's gonna end or she can continue to get it until she returned back to work.
[CUSTOMER][NEUTRAL] Right, um, it's supposed to start on [PII]. I don't have the providers, um, portion back from for, um, it's we actually self insure that, um, short term disability plan and I don't have the provider's portion back but assuming I get it back today it would start and it would be in place until her um release from work which is estimated at 6 weeks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Well, thank you. Well, I'll put a note that you said that this particular group is Postpac. That's the information I needed. Thank you for calling me back, [PII].
[CUSTOMER][POSITIVE] You're welcome have a great day.
[AGENT][NEUTRAL] You too. Bye-bye.