AccountId: 011433970860
ContactId: 0df60a80-ceed-4cdc-8b08-a993110053d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276679 ms
Total Talk Time (AGENT): 121084 ms
Total Talk Time (CUSTOMER): 92616 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/0df60a80-ceed-4cdc-8b08-a993110053d3_20250217T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I just wanted to double check on my cancer policy if it's getting drafted out. I know I completed some forms back in October.
[CUSTOMER][NEUTRAL] Um, I was just checking because I think I was, I had a couple of questions and they were gonna email me or about um some checks, make sure I was updated correctly, and I never, the last one I got was was when I signed about the the automatically draft out of my account.
[CUSTOMER][NEUTRAL] So I was gonna see if you could check on that policy for me.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Let's take a look. What is the policy number?
[CUSTOMER][NEUTRAL] OK, well at the time I was with the group plan number and I'm not sure but I have the certificate number.
[CUSTOMER][NEUTRAL] Would that work?
[AGENT][POSITIVE] OK, let's try, yeah, let's try that.
[CUSTOMER][NEUTRAL] OK, the certificate number is 239-8235.
[AGENT][NEUTRAL] All right. And then what is your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what address should we have on file for you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the email address is [PII], is that right?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right, so I do see it looks like that you have a policy with us. Um, it looks like it is being bank drafted. The premium is 3320. Um, everything is still active on the plans, so there's not been any sort of lapse in your coverage or anything like that. Everything looks good.
[CUSTOMER][NEUTRAL] OK, um, can, is there a way to go online to create me um a web account so I can just keep up to date in any of that?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely we have an online service center and I can give you the web address for that if you'd like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so that web address is going to be [PII]. So that's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] When you get to our yeah when you get to our website to the very far right at the top, you're gonna see a link there that you can click to sign in.
[AGENT][NEUTRAL] That's gonna take you to a secure site which is our online portal and you're gonna click new user.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so when you're doing that just make sure that when it asks for like your email, make sure that you're putting in that email that you have on file with us it needs to match the information you have on file OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um everything else is the same like your last name was correct and you can put in your social and then your zip code, email, and date of birth and then um it'll take you to create your password and everything.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, sounds great.
[AGENT][NEUTRAL] Did you have any other questions or concerns you could think of, [PII]?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] No, I was just had a day off trying to go through all, make sure I was up to date on everything cause I hadn't seen it. I was going to see um when it was.
[CUSTOMER][NEUTRAL] I was overdrafted in my account to make sure we're still um get an overdraft.
[AGENT][POSITIVE] OK, yeah, not a problem and you can manage it from there, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, sounds great. Thank you so much.
[AGENT][POSITIVE] My pleasure. Have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye bye.