AccountId: 011433970860
ContactId: 12c780ce-398c-4d39-bc2d-72d6c4f18f6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330829 ms
Total Talk Time (AGENT): 169229 ms
Total Talk Time (CUSTOMER): 97131 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/12c780ce-398c-4d39-bc2d-72d6c4f18f6c_20250203T23:03_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, could you try to pull my uh information up online? Um, I'm trying to file a claim and I called this morning and the lady I spoke with said that she doesn't even have me in the system. So I called the HR department and HR said, you are in the system.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm, OK, yeah, we could definitely take a look excuse me, uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you spell out your first and last name for me?
[CUSTOMER][NEUTRAL] [PII] and the last name is [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][POSITIVE] And then uh really quick [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you um so I'm assuming you don't have a policy number?
[CUSTOMER][NEUTRAL] Uh, I don't have, no, I don't have a policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's fine. Let me go ahead and just try uh searching using your name uh bear with me just a moment.
[AGENT][NEUTRAL] OK and just to confirm um I have the first name as [PII], last name is [PII] oh sorry, OK.
[CUSTOMER][NEGATIVE] No, it's no, no.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Yes, [PII], right?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, yeah, OK, yeah, that's, that's what I've got it um and then the last name is [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, no, I sure don't have anyone with that name in our system. uh, let's try, uh, searching using your social.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] No ma'am, I sure don't see you in our system um so here's what I recommend if they're adamant that you are of course I think they should be the ones to give us a call if they've got that additional information um or if they could reach out to whoever y'all's agent is for your group and we would be able to recover that information that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, sorry about the confusion sorry that wasn't marketed to help.
[CUSTOMER][NEUTRAL] No, that's OK. It's just, um, I pulled up my benefits on my portal, on my phone, and it says I got the APL or ALP or whatever. And uh that's why I called you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, and again it could be something that you know maybe something was entered into our system incorrectly uh that's why I really would like to see, especially if you could just get a group number uh we could look that way if there was like a slight misspelling.
[CUSTOMER][NEUTRAL] Yeah, I don't even know where to find him.
[AGENT][NEUTRAL] You're I'm surprised your HR your HR should have that information. If not, um, they should at least be able to direct you to again like the agent who is in charge of your group.
[CUSTOMER][NEUTRAL] Where do I find a group number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, maybe it's on my ADP.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That's the that's your payroll right? that's payroll?
[CUSTOMER][POSITIVE] Yeah, but it tells me my benefits.
[AGENT][NEUTRAL] And not 80
[AGENT][POSITIVE] Um, you could take a look. I'm not familiar with how that information is out there, but it's worth a look, absolutely.
[CUSTOMER][NEUTRAL] Um, it's, if I have benefits.
[CUSTOMER][NEUTRAL] Hold on, let me
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Well, it's not gonna let me do it.
[AGENT][NEUTRAL] Of course. It's one of those days, isn't it?
[CUSTOMER][NEUTRAL] Well, no, it might not let me do it while I'm on the phone with you.
[AGENT][NEUTRAL] Oh, OK, um, alright, yeah, so, uh huh.
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] So it says
[CUSTOMER][NEUTRAL] It says do you health benefits.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I hit
[CUSTOMER][NEUTRAL] ADP and
[CUSTOMER][NEUTRAL] I put accident.
[CUSTOMER][NEUTRAL] I don't know if it's gonna let me do this.
[CUSTOMER][NEGATIVE] No, it's not gonna allow me to do it.
[AGENT][NEUTRAL] OK, um, well, take, take a look, see if you find any additional information there, even like a group number or something like that, um.
[AGENT][NEUTRAL] And then uh if not I do recommend going to your HR if they just say you have it I would insist that they assist you um that you've called us numerous times and we're unable to find you so that you do need further assistance with information regarding how we can find you.
[CUSTOMER][NEGATIVE] Right, because they're taking it out of my paycheck.
[AGENT][POSITIVE] Absolutely so and if they need to give us a call that's perfectly fine um we'll speak with them um and hopefully we can get this sorted out for you.
[CUSTOMER][POSITIVE] OK. All right. Thank you very much, ma'am. I appreciate it.
[AGENT][POSITIVE] All right, you are very welcome. I hope you have a great night. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too.