AccountId: 011433970860
ContactId: 0e4f8ad0-befd-46b3-b0db-8684a3367cf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131750 ms
Total Talk Time (AGENT): 46638 ms
Total Talk Time (CUSTOMER): 38022 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/0e4f8ad0-befd-46b3-b0db-8684a3367cf9_20250421T15:24_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] I was calling about uh benefits um.
[CUSTOMER][NEUTRAL] I never received a medical card and I was trying to go to the doctor today and I don't have that number. All I have is a dental card.
[AGENT][POSITIVE] OK, I'd be happy to assist with your medical card today. May I have your
[AGENT][NEUTRAL] Um, since you don't have the policy number, may I have your social please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mr. [PII], if you can verify your date of birth and email address for me.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] I'm not showing you have a medical policy with us. I'm showing you only have a dental policy, life policy, and disability policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I had miracle. That's what I started with and.
[CUSTOMER][NEUTRAL] No, that wouldn't be all.
[AGENT][NEUTRAL] Now you may wanna contact your human resources department to um to double check that but I'm with.
[AGENT][NEUTRAL] Maybe you have it with someone else, they have the medical with someone else, but I'm showing with us, you only have just the dental life and disability.
[CUSTOMER][NEUTRAL] OK, that, that, that's the only insurance I would have is, is there any way I can get um.
[CUSTOMER][NEUTRAL] That man.
[AGENT][NEUTRAL] Um, you would be, yeah, that's another thing that you would have to speak with your, um, human resources department with.
[CUSTOMER][POSITIVE] OK alright well thank you.
[AGENT][NEUTRAL] OK, is there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] Yeah.