AccountId: 011433970860
ContactId: 0af0db53-c3db-4d85-a441-8fc348d7b1f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155139 ms
Total Talk Time (AGENT): 48019 ms
Total Talk Time (CUSTOMER): 76209 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/0af0db53-c3db-4d85-a441-8fc348d7b1f3_20250115T13:22_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. Um, I was calling because I have an upcoming medical appointment, um, and they were asking me, they said that when they called, um, your company that because I have the plan under my dad, um, but they said that because I already turned [PII], um, they weren't able to verify if I still have the benefits, so I just wanted to double check that in order to, to let them know.
[AGENT][NEUTRAL] OK, I can certainly look that up. Uh, what is your father's policy number? Do you have that information?
[CUSTOMER][NEUTRAL] If possible.
[CUSTOMER][POSITIVE] Uh, yes. Give me one second, I can give it to you right now.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The policy number will be.
[CUSTOMER][NEUTRAL] 018.
[CUSTOMER][NEUTRAL] 29
[CUSTOMER][NEUTRAL] 11, 2.
[CUSTOMER][NEUTRAL] ML 7
[AGENT][NEUTRAL] Thank you. And if I could just verify your name and the date of birth, please, and the phone number?
[CUSTOMER][NEUTRAL] My name is [PII]. Um, date of birth is [PII]. Phone number [PII].
[AGENT][POSITIVE] I do appreciate that. Thank you.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just checking.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, we're still showing as being active, um.
[AGENT][NEUTRAL] On the policy. Uh, now, normally, uh, you would age out at [PII], at [PII], um, but I'm still, yeah, we don't have anything, uh, showing that you have, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You've uh been dropped from the program. So right now I'm still showing you as being active.
[CUSTOMER][POSITIVE] OK, perfect. Yeah, because I, I think I spoke with my dad and he said that I should be active up until when I'm [PII]. I don't know if he did like a special program with his work or something because it's through his work that we're getting the benefits. Um.
[AGENT][POSITIVE] Right, that's correct.
[CUSTOMER][NEUTRAL] Yeah, so I can just go ahead and let them know when they call me back, cause they said they were gonna call me back today, that I am still active with ATL.
[AGENT][NEUTRAL] OK, yes, and if they have any questions, they can contact us. Now, [PII], is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] Um, no, that was all. Thank you so much for your help.
[AGENT][POSITIVE] OK, thanks for contacting A. You have a good morning.