AccountId: 011433970860
ContactId: eb7947d9-e8cb-4e5f-babc-8ae064e107b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426089 ms
Total Talk Time (AGENT): 84928 ms
Total Talk Time (CUSTOMER): 102304 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/eb7947d9-e8cb-4e5f-babc-8ae064e107b1_20250605T17:35_UTC.wav
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[AGENT][NEUTRAL] No, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Sorry, I had a cough. I have a patient on the other line. Can you look at this, um this claim with me? I'm trying to, she's ask.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Um, it is 250-048-5.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Disability.
[CUSTOMER][NEUTRAL] She's, yeah.
[CUSTOMER][NEUTRAL] She's asking me about her sick leave. So she still has sick leave at work and how does it play with this policy? And I was I just told her to hold on cause does this, does the sick leave have to be exhausted before we kick in or we're deducted? I'm confused with that.
[AGENT][NEUTRAL] Let me pull up our policy.
[CUSTOMER][NEUTRAL] That, um, this clause right here.
[AGENT][NEUTRAL] Yeah, her benefit will be adjusted uh based her benefit will be adjusted if she's receiving any other, um, if she's receiving sick leave or any other salary or wage continuance.
[CUSTOMER][NEUTRAL] What is it called? The
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So yeah, there will be an adjustment made.
[CUSTOMER][NEUTRAL] That 30 days, so.
[CUSTOMER][NEUTRAL] That 30 days right there, is it saying?
[CUSTOMER][NEUTRAL] Uh, that's why I got confused. Like, is it saying if the, if she's on disability more than 30 days, then this, her, it's gonna be adjusted?
[CUSTOMER][NEUTRAL] Uh, I'm not clear on that.
[AGENT][NEUTRAL] On the 30 days, let me see.
[CUSTOMER][NEUTRAL] I just wanna make sure so I can explain it right.
[AGENT][NEUTRAL] OK, I'll have to clarify on that 30 day part. Give me one moment real quick, cause it definitely will, it could reduce benefits because of it, but let me clarify on that. Give me hold on, let me check.
[CUSTOMER][POSITIVE] OK, sure, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So if you hear me talking, I'm not talking to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh my God
[CUSTOMER][NEUTRAL] I'm gonna check back with her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] I'm here.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hey, I'm here.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEGATIVE] Now I can't what she was talking.
[AGENT][NEUTRAL] OK, I was, I was really talking.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so the 30, I, I guess I had muted it so I could, OK. So the the 30 days means the 1st 30 days, we won't, it won't reduce any benefits due to sick leave, but after the 30 days.
[CUSTOMER][NEUTRAL] I didn't hear nothing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the 1st 30 days.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] We wouldn't.
[CUSTOMER][NEUTRAL] It'll be the 4000.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And then after the 30 days, it'll start being adjusted.
[AGENT][NEUTRAL] Yes, if they're still sickly being utilized.
[CUSTOMER][NEUTRAL] But, OK, so if she asks me what it'll be adjusted to, I don't know it, but it won't exceed, or no, that's not the same thing.
[AGENT][NEUTRAL] Yeah, we wouldn't know that until we know, we wouldn't know that because if we don't have a claim on file, we wouldn't be able to determine what the benefit would be.
[AGENT][NEUTRAL] Without knowing
[CUSTOMER][NEUTRAL] OK, oh, that's what I'm gonna say.
[AGENT][NEUTRAL] Yeah, we'll have to have a claim on file in order to determine that information.
[CUSTOMER][NEUTRAL] I'm gonna say just like that.
[CUSTOMER][POSITIVE] OK, well thank you very much for helping me.
[AGENT][POSITIVE] Uh, you're welcome.
[CUSTOMER][POSITIVE] All right. Have a good day.
[AGENT][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] OK.