AccountId: 011433970860
ContactId: b8f7d888-e01a-42d3-a30c-d71605f0e651
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401959 ms
Total Talk Time (AGENT): 92376 ms
Total Talk Time (CUSTOMER): 87497 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/b8f7d888-e01a-42d3-a30c-d71605f0e651_20250620T20:27_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes how you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Good, good. The reason for my phone call because I know I had, uh, ER believe it is.
[CUSTOMER][NEUTRAL] A different program and it got transferred over to short term visibility over you guys' company and I just wanted to find out additional information in regards to it.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] No, I do not have it.
[AGENT][NEUTRAL] OK, do you have your, I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] Sure. Let me give you my last name, [PII]
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, let me see
[AGENT][NEUTRAL] That was [PII]
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Um, do you, who do you work for?
[CUSTOMER][NEUTRAL] Los Angeles County Fire Department.
[AGENT][NEUTRAL] And then what was your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then you were checking on the short term disability, is that right?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Correct, yeah, it looks like, uh, ERB, uh, I guess was sold off to your guys' company in regards to my short term disability. I'm just call, call and inquire about it.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Um, can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Well, it looks like the last short-term disability policy we had terminated back in [PII], 1, [PII].
[AGENT][NEUTRAL] Do you know where American Public Life, is that who they said they were?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's what it says. I just read right here. I received the email. This is from last year. It says on [PII]. APL will be changing your current short term disability benefits and your fiduciary were dedicated to ensuring smooth transition priorities in your well-being and maintain access to comprehensive affordable coverage.
[CUSTOMER][NEUTRAL] And then the list APL from from ERB.
[AGENT][NEUTRAL] OK, it looks like, so were you with Union Bank?
[CUSTOMER][NEUTRAL] I'm sorry, miss?
[AGENT][NEUTRAL] Uh, was Union Bank your employer in [PII]?
[CUSTOMER][NEUTRAL] No, I never worked with you. I work as a firefighter.
[CUSTOMER][NEGATIVE] Never work for Union Bank.
[AGENT][NEUTRAL] OK. Mm.
[CUSTOMER][NEUTRAL] I work for Los Angeles County Fire Department.
[AGENT][NEUTRAL] What was your start date with them?
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Don't know the date, but [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me look up this other policy real quick.
[AGENT][NEUTRAL] OK, that's so strange. Yeah, I don't, like I said, the last policy we have that terminated in 24, um, you would want to, and I know we do, um, I believe we do.
[AGENT][NEUTRAL] Benefits for your group. You said the LA County Fire?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me look it up under your
[AGENT][NEUTRAL] Group name just in case. Hold on just a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, yeah, I'm not finding it. So, um, what I would do, you would want to contact your human resources and see if they can provide information for you because I'm, I'm not showing any kind of active policy. The last one term back in 24.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, very good. OK, well thank you for your time and assistance, I appreciate it, OK?
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good weekend.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] It