AccountId: 011433970860
ContactId: 34085c87-41da-4afd-9375-b9d84fff6b94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214630 ms
Total Talk Time (AGENT): 91508 ms
Total Talk Time (CUSTOMER): 70951 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/34085c87-41da-4afd-9375-b9d84fff6b94_20250211T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, uh, my name is um [PII] and uh I'm with uh Greatide.
[CUSTOMER][NEUTRAL] And I just had some, some questions about, you know, my uh.
[CUSTOMER][NEUTRAL] Insurance I have with you all. I'm a driver.
[AGENT][NEUTRAL] Sure, OK, yeah, I can get your policy pulled up and we'll take a look at those, um, questions about benefits and such.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Uh, it's [PII], it's spelled [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yes, it should be on this card. Well, you see, yes.
[CUSTOMER][NEUTRAL] Uh, one.
[CUSTOMER][NEUTRAL] 220
[CUSTOMER][NEUTRAL] 424.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick. Ari, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK, date of birth is uh [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] OK, it's uh [PII] zip code is [PII].
[AGENT][POSITIVE] Perfect. Alright, thank you for verifying that information. Bear with me just a moment let's see. OK, there we go.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And this was for your dental, correct?
[CUSTOMER][NEUTRAL] Uh, correct. I just wanted to ask, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Once my son added added to the dental, um, I was just trying to see um if I had him added on or not.
[AGENT][NEUTRAL] Sure, OK, so let me see just so that you are aware, um, excuse me that policy number that you had given me previously, that one was a bit older, um, that one did terminate in [PII], you do have one that is active, um, and that one only has you listed on it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I believe, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, uh, you are the only one listed on there. um, if you would like somebody else added a dependent, um, that would have to be through, uh, universal tracking. I can give you their phone number. I can transfer you if you like.
[CUSTOMER][NEUTRAL] Oh, OK. uh, what's that number?
[AGENT][POSITIVE] Uh, give me jump and let me get that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, that is 1877.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 472.
[CUSTOMER][NEUTRAL] 472.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] OK, do you want me to go ahead and transfer you now?
[CUSTOMER][POSITIVE] Yes, you can.
[AGENT][POSITIVE] OK, alrighty, I'm just gonna put you on a brief hold while I get them on the line for you. Hope you have a great rest of your day, Era.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh, OK, you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No. You are on hold.