AccountId: 011433970860
ContactId: beca0dd5-81a6-4885-a0ab-3e02df761712
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417679 ms
Total Talk Time (AGENT): 150550 ms
Total Talk Time (CUSTOMER): 125536 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/beca0dd5-81a6-4885-a0ab-3e02df761712_20250408T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was speaking to, uh I don't remember her name. Uh, she was going to try and get a, uh,
[CUSTOMER][NEUTRAL] A copy of our contract to show uh so one of our insurers can can file their income tax.
[AGENT][NEUTRAL] OK. All right. And are you with the group?
[CUSTOMER][NEUTRAL] Yes, I'm the administrator.
[AGENT][NEUTRAL] OK, and what is your name?
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your um group number?
[CUSTOMER][NEUTRAL] Hold on a second.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] I should have known you needed that.
[CUSTOMER][NEUTRAL] 14941
[AGENT][POSITIVE] OK, thank you and then can you please also give me your callback number just in case the call drops I'll be able to call you back.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII] and I'll need for you to verify your group. Can you please give me the physical address?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, hold on.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Cottage Road.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna look at the notes um to see who it was that you were talking to, uh, do you have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, no, I don't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, hold on a second.
[CUSTOMER][POSITIVE] I may be able to get it for you.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] It's gonna be just a second while my computer pulls things in for us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is the member's name?
[AGENT][NEUTRAL] Miss [PII], do you have the member's name?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Hold on a second.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said you spoke to somebody just this morning?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, alright, so I'm gonna go ahead and transfer you on over to customer service to see if you can get some further help and it was a letter that was going to be sent for um sick report, is that correct?
[CUSTOMER][NEUTRAL] It was on short term disability, the contract we have with American public and who pays what.
[CUSTOMER][NEUTRAL] Part of the the taxes for the employer and how much the employee pays for.
[CUSTOMER][NEUTRAL] For them, uh, for health.
[AGENT][NEUTRAL] Oh, OK. So you.
[AGENT][NEUTRAL] You need the
[AGENT][NEUTRAL] Contract is that what you had mentioned in the beginning of the call? OK, alright, it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII]. Thank you for calling APL. Is there anything else I could do for you before I transfer you?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][POSITIVE] Oh, you take care and then I'm gonna transfer you now.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon thank you for calling APL.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII] in the care team. Can you hear me?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, I am calling because I've got Miss uh [PII] on the phone and she's the, um, contact for the group and the group number is [PII], and she was calling because she needs a copy of the group contract.
[CUSTOMER][NEUTRAL] 14941.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] When she says contract, is she talking about the application or she wants the group?
[AGENT][NEGATIVE] She wants a group contract to see who pays what for disability. She said she spoke to somebody in customer service earlier today, but she didn't get the name and I don't see I can't see the notes.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] [PII] called to see about a sick report to add to the insured with policy for taxes in case.
[AGENT][NEUTRAL] That was a few years ago.
[AGENT][NEUTRAL] I did that one, yeah, a while back ago.
[CUSTOMER][NEUTRAL] Yeah, I'm looking at renewal.
[CUSTOMER][NEUTRAL] And she said she talked to customer service?
[AGENT][NEUTRAL] Yeah, she just can't remember the name of the person she talked to so that she could get a copy of the.
[AGENT][NEUTRAL] Short term disability policy contract is what she's asking for.
[CUSTOMER][NEUTRAL] I don't even know what the heck that is. I guess I'm fixing to find out.
[CUSTOMER][NEUTRAL] What's your callback number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Her callback number is
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] My phone.
[CUSTOMER][NEUTRAL] Yeah, you had cut out.
[AGENT][NEUTRAL] Yeah it's the same number that she's calling from the [PII].
[CUSTOMER][NEUTRAL] OK, send her to me you're cutting out. I got her. Thank you.
[AGENT][POSITIVE] OK, thank you. Bye, [PII].