AccountId: 011433970860
ContactId: 2ddcfe4f-8baf-49d1-888b-e548322de661
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268309 ms
Total Talk Time (AGENT): 103180 ms
Total Talk Time (CUSTOMER): 95592 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/2ddcfe4f-8baf-49d1-888b-e548322de661_20250411T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, how are you today?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] I'm well. I'm trying to figure out um how to um
[CUSTOMER][POSITIVE] Submit my claim for my uh like when I get a cancer screening, it's a wellness benefit.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, seems like I was this last year and I cannot remember what I did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That is perfectly fine. You got a few different options. um, I'll get your policy pulled up and then I'll walk you through each one. what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] OK, my name is [PII]. That's [PII]
[AGENT][POSITIVE] Got it, thank you. Uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, my cell phone number is [PII].
[AGENT][NEUTRAL] Thank you. And then, uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see what I have here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have an ID number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have an employee ID number. Is that the same thing, uh, and my uh.
[AGENT][NEUTRAL] Um, typically, no. Does it begin with a D?
[CUSTOMER][NEUTRAL] No, it does not. Give me a second. Let me look online. I was online trying to see. Give me one moment. Let me see if I can pull, pull it back up online.
[AGENT][POSITIVE] Sure, no worries, if it's easier I can also start using your social.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, OK, I'll give you my social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My social is [PII].
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII] just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. It looks like it's a Yahoo account.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Awesome, thank you so much for verifying that information, [PII]. OK, so you did have a cancer policy with us, uh, that did terminate in [PII]. The only active policy you have with us currently is, uh, an intensive care policy, and I'm not, they typically don't have wellness benefits, but I'm gonna go ahead and get that policy pulled up, and just to double check to see if this one might.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course one moment.
[AGENT][NEGATIVE] OK, so no, this one does not have any wellness benefits.
[CUSTOMER][NEUTRAL] OK, um, do you, you say it terminated when?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK then, um, and do that actually, um.
[CUSTOMER][NEUTRAL] OK, do I have any type of cancer policy with you?
[AGENT][NEUTRAL] Not with us. Now, the only active policy you have is that intensive care policy.
[CUSTOMER][POSITIVE] OK then. OK, thank you. I appreciate it.
[AGENT][NEUTRAL] Of course, yeah, I would check with your um employer to see if they had switched, you know, and who that might be through.
[CUSTOMER][POSITIVE] OK, I will, I will thank you I appreciate it.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, not today.
[AGENT][POSITIVE] Alright well thanks for giving us a call [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK you too mhm bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.