AccountId: 011433970860
ContactId: 272bd411-c20d-4f41-984e-eb4fdc4ac07b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280320 ms
Total Talk Time (AGENT): 63705 ms
Total Talk Time (CUSTOMER): 81793 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/272bd411-c20d-4f41-984e-eb4fdc4ac07b_20250625T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes. Uh, my name is [PII]. I'm just needing help, uh, verifying members benefit.
[AGENT][POSITIVE] OK, I'm happy to verify benefits. Do we have a policy number?
[CUSTOMER][NEUTRAL] Um, yeah, so I have, it's kind of blurry, but I can see it's D as in dog, 49700466.
[AGENT][NEUTRAL] OK. I unfortunately can't pull them with that number. Do you have the card? There should be like a certificate number.
[CUSTOMER][NEUTRAL] I do have the insurance card. Uh, let's see, it's, it says certificate number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] If you don't see it, we can check by name or social also, but.
[CUSTOMER][NEUTRAL] OK, yeah, I don't see nothing. I got this phone number off of the card, but I don't see nothing that says certificate number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] We can check by their name if you have their name.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, yeah. So this is
[CUSTOMER][NEUTRAL] For [PII], it's [PII]
[CUSTOMER][NEUTRAL] ETH.
[CUSTOMER][NEUTRAL] The last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me try my name and see what I can find here.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Are we looking for dental coverage or medical?
[CUSTOMER][NEUTRAL] Her medical.
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] I was able to find a dental policy, but I'm not seeing an active medical policy.
[CUSTOMER][POSITIVE] OK, so you just be uh thankful.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, all right. Well, I'll let the, the member, uh, parents know.
[AGENT][NEUTRAL] OK. Anything else I can check on?
[CUSTOMER][NEUTRAL] Um, can I get a reference number, please?
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Um, no, just the reference number please.
[AGENT][NEUTRAL] OK. Call reference is my name with today's date. My name is [PII], that's [PII] Last initial is [PII] like [PII], and then today's date.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much for your help. That's all that I needed.
[AGENT][POSITIVE] All right. Have a good day.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye.
[AGENT][NEUTRAL] Uh, bye-bye.