AccountId: 011433970860
ContactId: 40d68985-aa8f-4fe1-9d70-084c96d949af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265390 ms
Total Talk Time (AGENT): 71317 ms
Total Talk Time (CUSTOMER): 116892 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/40d68985-aa8f-4fe1-9d70-084c96d949af_20250131T17:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm a Hirschback driver for lease purchase. I wanted to ask a question about my policy with you all.
[AGENT][NEUTRAL] OK. All right. What's your policy number?
[CUSTOMER][NEUTRAL] I don't have it on me. Is there another way we can look it up?
[AGENT][NEUTRAL] I can search by your social.
[CUSTOMER][NEUTRAL] Alright, um, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Bear with me just a moment.
[AGENT][NEUTRAL] [PII], uh, what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you, and you had some questions about your policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And would this be for uh medical or dental?
[CUSTOMER][NEUTRAL] Uh, I wanted to ask about the life insurance too.
[CUSTOMER][NEUTRAL] So, uh, as far as the, let's start with the medical, uh, medical wise, um.
[CUSTOMER][NEUTRAL] I think let me see, I just called. I was trying to get me a doctor, so it did show that I do have coverage in that right in the medical, right?
[AGENT][NEUTRAL] I do, um, I do see a medical policy, but any specifics, um, I would have to get you over to the correct department to discuss.
[CUSTOMER][NEUTRAL] You, you do see that
[CUSTOMER][NEUTRAL] Oh, no, I don't know. I just wanted to make sure it was already, um, um, a good status. It was, it was, it was, you know, it wasn't, um, what's it called.
[CUSTOMER][NEUTRAL] So I wanted to make sure this is still, still on. I still had it. I was already automatically enrolled in the new policy. I didn't have to redo it or nothing like that.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] So you are.
[AGENT][NEUTRAL] I don't show any active medical. I do show active life policy.
[CUSTOMER][NEUTRAL] So, OK, so she gave me two numbers. I don't know how they do it at UTDA, I think that's the name of, I think, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I think uh we only with the life insurance with you all.
[CUSTOMER][NEUTRAL] So I think that's the way that she was, she was explaining it to me because she gave me a different number for the um.
[CUSTOMER][NEUTRAL] The medical side of things. So as far as the life insurance, um, do you see, is it still standing at 50,000?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can get that information, verify your address and date of birth.
[CUSTOMER][NEUTRAL] Alright, uh, date of birth is [PII]. Address is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, yeah, so I'm gonna have to transfer you over to the correct department. I was um hoping I can answer any questions you have. Excuse me, I can only see the um.
[AGENT][NEUTRAL] That is still active, but as far as the specifics, I'm gonna have to transfer you over if you don't mind holding just a moment.
[CUSTOMER][POSITIVE] Thank you, yeah, thank you for your help.
[AGENT][POSITIVE] No problem. Thank you. Bear with me just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to