AccountId: 011433970860
ContactId: d697ee87-4b7d-40ce-abad-ae8d3fd474c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415880 ms
Total Talk Time (AGENT): 185086 ms
Total Talk Time (CUSTOMER): 125639 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/d697ee87-4b7d-40ce-abad-ae8d3fd474c5_20250508T19:16_UTC.wav
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[AGENT][NEUTRAL] For service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is, um, [PII], I think I'm not.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] I'm subscribed to you guys um through my company Hashback.
[AGENT][NEUTRAL] OK, and what was your name again? And can I also get a call back number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was your name again, sir?
[CUSTOMER][NEUTRAL] [PII], I can give you my ID cards in my port of still. I don't know if you can talk to me by using.
[CUSTOMER][NEUTRAL] The ID cards.
[AGENT][NEUTRAL] If you have a certificate, yeah, there's a certificate number, policy number, I can use that.
[CUSTOMER][NEUTRAL] Let me do that?
[CUSTOMER][NEUTRAL] OK. It's uh 0.
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] 66816
[AGENT][NEUTRAL] OK, bear with me one moment while I pull that up.
[AGENT][NEUTRAL] Thank you for that, Mr. [PII]. And can you also verify your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I need you to verify a few more things for me just to make sure our records are correct. Can you verify your mailing address and your email account, please?
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] Also [PII] is my email.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for that, Mr. [PII], and that is what I have on file. How can I help you in regards to your policy?
[CUSTOMER][NEUTRAL] Yes, I wanna know. I'm, I've been down from last week. I've been home and uh.
[CUSTOMER][NEUTRAL] I want to know if I'm gonna get any medical assistance.
[CUSTOMER][NEUTRAL] From what I've been paying, I think I saw a part where I signed up.
[CUSTOMER][NEGATIVE] Um, I get some kind of pay if I'm, I'm sick.
[AGENT][NEUTRAL] OK, it looks like you do have a disability policy. Um, the policy number that you actually gave me was your dental. So, are you currently on, on a disability leave and you're wanting to see how you can start a claim for that?
[CUSTOMER][NEUTRAL] Yeah, I wanna start this claim immediately, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just got this shot from the hospital yesterday.
[AGENT][NEUTRAL] Alright, what I can do, let me go ahead and give you your disability policy number and I'm gonna let you speak to someone in our claims department that can help you on how to file a claim and what we need and what your benefits are.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready and I'll give you your your certificate number for your disability.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's 256.
[AGENT][NEUTRAL] 69
[CUSTOMER][NEUTRAL] 256
[AGENT][NEUTRAL] Uh-huh. 69.
[CUSTOMER][NEUTRAL] 69
[AGENT][NEUTRAL] 26.
[CUSTOMER][NEUTRAL] Another 6 nights.
[AGENT][NEUTRAL] No, 256, yeah, 256-692-6.
[CUSTOMER][NEUTRAL] 26
[CUSTOMER][NEUTRAL] Sorry, 259256.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 69 then what?
[AGENT][NEUTRAL] 26
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] 26 was what it was.
[CUSTOMER][NEUTRAL] 252
[CUSTOMER][NEUTRAL] 256-692-6
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I need more numbers.
[AGENT][NEUTRAL] It's 256.
[AGENT][NEUTRAL] 69.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 26. That's your policy number. Now, I am gonna transfer you to a benefits administrator. Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 0252-25669 our policy number.
[AGENT][NEUTRAL] Right. And I'm gonna transfer you internally.
[CUSTOMER][NEUTRAL] Uh, can you, can you, can you, can you give me the number? Can you give me the direct number just in case I don't, you, you don't get through.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, it is internal, so that direct number for us would be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The [PII]
[AGENT][NEUTRAL] Uh-huh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII], OK, got it.
[AGENT][NEUTRAL] You're welcome. Alright, I'm gonna make sure I get someone, Mr. [PII] before I transfer you and release you. I'm gonna let them know that you have been verified as well, so you won't have to re-verify anything. Is there anything else I can help you with before I transfer you for further assistance?
[CUSTOMER][NEUTRAL] I'll justify the number again. Yes, I just wanna verify the number again. [PII].
[AGENT][NEUTRAL] Yes sir and that's that's the same number you called to get us right now in customer service I'm just gonna be transferring you internally to another department, so I will make sure I get someone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, Mr. [PII], thank you for your patience and is there anything else I can help you with before I transfer you?
[CUSTOMER][POSITIVE] Yeah, just that thank you.
[AGENT][POSITIVE] I hope you have a wonderful day and thanks for calling APL Hold please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I know agent staff. Goodbye.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Ain't no agent staff, they said.
[CUSTOMER][NEUTRAL] I know agent staff. Goodbye.
[CUSTOMER][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][NEGATIVE] Hey [PII], this is [PII] in customer service. I don't know what's wrong, but the phone wasn't letting me transfer in Amazon. It said no agents staff and I've got a.
[AGENT][NEUTRAL] UTBA disability customer on the phone that's wanting to see how to file claims and what his benefits are.
[CUSTOMER][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] It's 256-692-6. It's Mr. [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And callback number is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and he's been verified.
[CUSTOMER][NEUTRAL] All right, you can transfer him.
[AGENT][POSITIVE] Alright, here you guys love thank you so much for your help have a good day.