AccountId: 011433970860
ContactId: dc241777-481c-4de6-8867-555cc3e61381
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253729 ms
Total Talk Time (AGENT): 114606 ms
Total Talk Time (CUSTOMER): 65916 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/dc241777-481c-4de6-8867-555cc3e61381_20250408T13:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Gulf Coast LTC Partners Inc. I'm calling because I need a copy of the agreement which we have, uh, with your company for the STD provider, the short term disability. Uh, is it possible that you could get me a copy of that?
[AGENT][NEUTRAL] All right, uh, miss, may I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Or [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, alright, Miss [PII], thank you. OK, a copy of the agreement that um you have with us about the short term disability. All right. Unfortunately, I do not have access to that part of the information with the um employers, but I can definitely transfer you to the broker resource department. They should be able to um help out with that part. Does that sound good if I transfer you to them?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, and what is a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you very much, Ms. [PII] and I will go ahead and transfer you um with them. Um, by any chance, do you happen to have the group number?
[CUSTOMER][NEUTRAL] Uh, hold on a second.
[CUSTOMER][NEUTRAL] Uh, hold on a second, let me.
[CUSTOMER][NEUTRAL] Let me see who
[CUSTOMER][NEUTRAL] Which one it is
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Group number 149.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] 41
[AGENT][NEUTRAL] 14941.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. Thank you very much. And I will go ahead and place you on a brief hold while I connect you with the um broker department, right?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] The resources.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning thank you for calling
[CUSTOMER][NEUTRAL] Hello this is.
[AGENT][NEGATIVE] Hello, good morning. This is [PII] in customer service. I am having a little bit of an issue listening to you. You sound far away.
[CUSTOMER][NEUTRAL] Is this better?
[AGENT][NEUTRAL] A little bit.
[CUSTOMER][NEUTRAL] How can I help?
[AGENT][NEUTRAL] All right, um, I have Ms. [PII] with Gulf Coast LTC Paola Nursing and rehab. Um, she is requesting a copy of the agreement um with us about the policies that we handle for them. I'm not um customer service doesn't really handle that part of the information, I believe.
[AGENT][NEUTRAL] Is this something that you can help her?
[CUSTOMER][NEUTRAL] OK, what's the do you have?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can um do you have a uh group number for me?
[AGENT][NEUTRAL] Yes, um, 14941.
[CUSTOMER][NEUTRAL] 41 and you said her name is [PII]?
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] She is the contact person as well. All right, um, callback number is the same one she's calling from.
[CUSTOMER][POSITIVE] Yeah, send her my way.
[CUSTOMER][NEUTRAL] OK, the [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, that way.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.