AccountId: 011433970860
ContactId: ee6492cd-5ec3-4a65-b031-478cff2a0998
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 462399 ms
Total Talk Time (AGENT): 202420 ms
Total Talk Time (CUSTOMER): 119712 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/ee6492cd-5ec3-4a65-b031-478cff2a0998_20250303T22:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I had a question about the um short term disability that you guys um offer.
[AGENT][NEUTRAL] OK, so you have a policy with us that you have a question regarding your benefits on?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I have, um, a policy with you guys. I just don't have the short term disability yet. I'm, I'm gonna add it during open enrollment, but I have some questions about it first.
[AGENT][NEUTRAL] OK, so you do not currently have a policy, is that correct? A short term disability policy?
[CUSTOMER][NEUTRAL] I do, oh no, I don't have a short term disability policy, no.
[AGENT][NEUTRAL] OK, so what I can do is I can partially help you as far as directing you as to who you would need to speak to since you are not currently enrolled.
[AGENT][NEUTRAL] Um, but first off, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then, do you happen to have the policy number for the coverage you do currently have with us?
[CUSTOMER][NEUTRAL] Um, I think it's on my email. One second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You guys are medical and dental, right?
[AGENT][NEUTRAL] Well, we offer a lot of different products, so until I can see more about what you have currently, I can't really answer that one for you, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, OK, yeah.
[CUSTOMER][NEUTRAL] I have medical, um, my policy number is 025.
[CUSTOMER][NEUTRAL] 21635
[AGENT][POSITIVE] OK, thank you, so one moment please.
[AGENT][NEUTRAL] OK, so Ms. [PII], any information I am able to provide will be a verification of benefits and not a guarantee of excuse me, not a guarantee of payment. So I will need to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] Yeah, let me get you sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um, my home address is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah, the [PII].
[AGENT][NEUTRAL] Mhm. Yes, ma'am. And then lastly your email address, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you, and I can see too that you have already set up your profile, Ms. [PII] in our portal here at APL, um, the online service center, OK, so give me just a moment to
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 1
[AGENT][NEUTRAL] Pull up some additional information.
[AGENT][NEUTRAL] You're employed through HG Staffing LLC, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so just one moment.
[AGENT][NEUTRAL] OK, so give me just a moment. I'm still looking at some information for your particular employer, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so on, because you do not currently have a policy with APL benefits and a card would be who you would need to speak to regarding that information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because I don't have a policy that I can look at for you to provide you any of that, but they would because that's who will handle all of your enrollment.
[CUSTOMER][NEGATIVE] So why is your guys, it seems like every time I contact you guys, I have to contact someone else but you guys are the logo on my insurance card.
[AGENT][NEUTRAL] Right, but you do not currently have a disability policy and all of your enrollments for your employer are handled by benefits and a card and then they provide the different companies that you enroll with your information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But it's
[CUSTOMER][NEUTRAL] OK. But if I got the, if I got the policy, it would be through you guys, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, potentially, yes, ma'am. I don't know if they offer other disability coverage with other vendors or not. Mhm. I'm not sure on that.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] In in our book, in our insurance book that we get is just you guys.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So yes, they would be able to.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I guess I just
[CUSTOMER][NEUTRAL] I guess I'm gonna have a baby, so I was told that the disability could cover, possibly cover after I have the child until I come back to work. That's what I'm trying to figure out if that's true or not.
[AGENT][NEUTRAL] Yes, ma'am, and because I don't have a policy issue for you to see exactly what the coverage would be under your plan that you sign up for through them. That's why I'm not able to answer that question for you.
[CUSTOMER][POSITIVE] OK, so I could call them and they could possibly help.
[AGENT][POSITIVE] Yes, ma'am. Uh-huh. Or I can connect you if you would like. Well, you're welcome.
[CUSTOMER][POSITIVE] OK, OK, well thank you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I have the number. Well, thank you.
[AGENT][POSITIVE] Well, you're certainly very welcome. Is there anything else, Ms. [PII], that I could help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, and congratulations.
[CUSTOMER][POSITIVE] Well, thank you.
[AGENT][POSITIVE] Yes, ma'am. Well, have a nice evening and thank you again for calling APL.
[CUSTOMER][POSITIVE] Alright have a good day.
[AGENT][NEUTRAL] Uh, you too.