AccountId: 011433970860
ContactId: 279052dc-5d79-428e-b69a-a0d03c372281
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86339 ms
Total Talk Time (AGENT): 3170 ms
Total Talk Time (CUSTOMER): 50297 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/279052dc-5d79-428e-b69a-a0d03c372281_20250328T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got an insured on the phone and she's been on the phone with me for a while because I've been trying to pull in her policy certificate that she had when she was with us, um, she's worked out with customer service to be able to support her policy and I have tried to pull in her policy certificate and even another members on the group with the same plans policies certificate and.
[CUSTOMER][NEUTRAL] She just wants to know her benefits.
[CUSTOMER][NEUTRAL] And PIBFT just gives minimal benefits for this policy. Can I give you her policy number? Can you pull her benefits in and give them to her for me?
[CUSTOMER][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] What is going on with this?
[CUSTOMER][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] Hello, [PII].