AccountId: 011433970860
ContactId: d6b2909f-4b91-46fc-953a-88d0beaa42d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430429 ms
Total Talk Time (AGENT): 200241 ms
Total Talk Time (CUSTOMER): 135710 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/d6b2909f-4b91-46fc-953a-88d0beaa42d1_20250609T16:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is [PII] in the meddling claims department. Um, I have a member on the line. Hey, how you doing?
[AGENT][NEUTRAL] Hi, Miss [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] OK. I have a member on the line. She's calling um in regards to her short-term disability policy. She needs someone to further explain her benefits to her. Would you be able to assist her?
[AGENT][POSITIVE] OK, I can help her um with her benefits absolutely. What's her name and her policy number?
[CUSTOMER][NEUTRAL] Um, her policy number is 2,587,760.
[CUSTOMER][NEUTRAL] From Ms. [PII].
[AGENT][NEUTRAL] OK, and did you verify Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, I verified all her information and her callback number is the one that's in the system.
[AGENT][POSITIVE] OK, perfect. Thank you so much. I appreciate it. You can go ahead and put her through.
[CUSTOMER][POSITIVE] OK. Thanks, [PII]. You have a good rest of your day.
[AGENT][POSITIVE] You're welcome, [PII]. You too, thanks, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you. Mm bye.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII]. I'm with the care team. So [PII] explained to me that you need um some benefit information, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so on your short term disability, and this is just to verify your benefits, it's not a guarantee of payment.
[AGENT][NEUTRAL] You have um a 7 day waiting period before you can file claims after you're initially, you know, initially laid off of work and you can file claims for 3 months.
[AGENT][NEUTRAL] And each month pays $650.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Per month.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You said this is for per month.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. And um
[CUSTOMER][POSITIVE] I, I guess is good.
[CUSTOMER][NEUTRAL] I guess, I guess that's gonna be it um because I'm planning to have the surgery, um, July.
[CUSTOMER][NEUTRAL] So 7 days that that's when I can file the funding right.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Um, once they, once the doctor confirms that you will no longer be, be able to work once the date of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] The order that the doctor gives that you will have to be off of work, then it's 7 days from the date that the doctor writes the order.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do I, where do I follow?
[AGENT][NEUTRAL] Uh, you can, uh, file them through.
[CUSTOMER][NEUTRAL] Or how do I
[AGENT][NEUTRAL] You can do it through the online service center if you're signed up for it or you can mail them in or you can fax in whichever is easiest for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like the fax number and the mailing address and the address to the online service center?
[CUSTOMER][NEUTRAL] I started.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, I'm listening to you. Would you like the um fax number and the mailing address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the fax number, do you have a pen and paper ready?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the mailing address.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And that is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] And then you can sign up.
[CUSTOMER][NEUTRAL] repeat that zip code again.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can sign up for the online service center.
[CUSTOMER][NEUTRAL] And you were about to say.
[AGENT][NEUTRAL] And um file them online if you wanted to and let me give you that address.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] It's secured, it's [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, it's secure with the D on the end, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I just want to make sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It secured. [PII], right.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, let me see, oh, I, I never received the card.
[AGENT][NEUTRAL] Uh, you won't get one for short-term disability.
[CUSTOMER][NEUTRAL] The benefits for.
[CUSTOMER][NEUTRAL] OK, um, that's why everybody keeps asking me, um.
[CUSTOMER][NEUTRAL] What's your call? What's your policy number? What's all that? OK.
[AGENT][NEUTRAL] Let me give you, let me give you that policy number. If, if you would like that, I can give it to you.
[CUSTOMER][NEUTRAL] So I've got off
[CUSTOMER][NEUTRAL] Oh, I have it.
[AGENT][POSITIVE] Oh, OK, good.
[CUSTOMER][NEUTRAL] I had it. Yeah, um.
[CUSTOMER][NEUTRAL] Well maybe I spoke to just previous to you.
[CUSTOMER][NEUTRAL] Um, gave it to me.
[AGENT][POSITIVE] Oh, OK, awesome. Good. I'm glad you've got that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Well,
[CUSTOMER][POSITIVE] Alright, I got all the information I need. Thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope your surgery goes well for you. We appreciate you calling APL today.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. You have a blessed night and thanks for calling APL. Thank you, ma'am.
[CUSTOMER][POSITIVE] You have a good day.
[AGENT][NEUTRAL] Bye-bye Ms. [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK bye bye.