AccountId: 011433970860
ContactId: c7975f65-a3b9-4aad-9487-c93952a14fc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212339 ms
Total Talk Time (AGENT): 107186 ms
Total Talk Time (CUSTOMER): 69020 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/c7975f65-a3b9-4aad-9487-c93952a14fc6_20250626T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I was interested in signing up for this um.
[CUSTOMER][NEUTRAL] The, uh, I forgot what insurance it's called, but it's like a temporary disability or something like that.
[AGENT][NEUTRAL] Short term disability? OK, so do you currently have a policy with us, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, I was calling to sign up, but she couldn't answer questions for me, so I wanted to ask questions before I signed up.
[AGENT][NEUTRAL] OK, um, so is it just so that I understand correctly, uh, this is being offered by your employer?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, um, what kind of questions did you have for me?
[CUSTOMER][NEUTRAL] Um, I was, uh, trying to see if I had surgery, uh, and had to be out of work with this insurance cover me.
[AGENT][NEUTRAL] Yes, typically that's how that works um so we do have several different kinds of short term disability, uh, plans, so it would really depend on which exact one is offered by your employer um so uh without seeing that I couldn't give you anything specific but typically yes that's how that works um the claim form consists of a section you would fill out a section filled out by your employer and then a section filled out by your physician.
[AGENT][NEUTRAL] Uh, stating, of course, how long you would be out of work, uh, your anticipated return date, things like that.
[CUSTOMER][NEUTRAL] OK, and, and I gotta figure out what the insurance my employer is offering.
[AGENT][NEUTRAL] Right, uh, to know specific amounts regarding um the time that would be allowed, um, and then of course the amount.
[CUSTOMER][NEUTRAL] Uh, they said they
[AGENT][NEUTRAL] That would be paid.
[CUSTOMER][NEUTRAL] OK, so just uh get the name of that insurance and call you back.
[AGENT][NEUTRAL] Sure or if you get with the um well I don't know if you already tried is that what you meant when you said you you tried talking to them and they couldn't answer your questions?
[CUSTOMER][NEUTRAL] Yeah, I was calling to get my, my ID cards for my vision and uh uh dental, and then I asked her about the uh temporary disability cause I had SA when I was still papers.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And she was like, yes, it's $4 a month. Um, and I was asking her questions and she didn't know. Are you able to pull my employer?
[AGENT][NEUTRAL] Um, I might. Do you happen to know the group number?
[CUSTOMER][NEUTRAL] No, I just have the name. I that's what I give them is the name.
[AGENT][NEUTRAL] Oh, we can give that a shot. What was the name?
[CUSTOMER][NEUTRAL] Uh, MAU
[AGENT][NEUTRAL] Uh, is that it? Just MAU?
[CUSTOMER][NEUTRAL] Yes, MIU.
[AGENT][NEUTRAL] OK. Let me see if I'll get a result that way.
[AGENT][NEUTRAL] OK, I do not. What does that, uh, what does MAU, uh, stand for?
[CUSTOMER][NEUTRAL] You know, they never, uh, you know, I don't even know.
[CUSTOMER][NEUTRAL] We just like
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, if we could get further information um regarding either the full name of the group or if you contact the employer back um maybe she can give you the group number um because sometimes they have like a DBA that it might be different in our system um so we could be sure that we're finding the correct group that way.
[CUSTOMER][POSITIVE] OK, I'll do that. I'll give a call back.
[AGENT][POSITIVE] OK, alright sir there's nothing more I could do to help at the moment thank you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.