AccountId: 011433970860
ContactId: 41c03d26-6415-4a13-bb8a-75ee03d76fd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429239 ms
Total Talk Time (AGENT): 179312 ms
Total Talk Time (CUSTOMER): 178614 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/41c03d26-6415-4a13-bb8a-75ee03d76fd8_20250415T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, honey, I just got, uh, a letter from you guys in the mail that has like.
[CUSTOMER][NEUTRAL] Insurance cards what look to be insurance cards to me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and I've never, I've never went through you guys before, so I'm really confused on why I'm getting cards with my name and stuff on them.
[AGENT][NEUTRAL] OK, alright. Well, I can look up and and see why you're getting those and help you with that. Um, can I please get your name and your callback number, sir, just in case the call gets disconnected.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] that's spelled.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the phone number would be [PII].
[AGENT][NEUTRAL] Thank you sir, and then [PII], what is the policy number that's on the card?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] The policy number is 02612380.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK [PII], for security reasons I'm gonna need for you to verify your policy for me. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Well, I guess it would be, uh, the address would be [PII].
[CUSTOMER][NEGATIVE] In the email I'd assume they use my email because I like I said this is all new to me. I don't understand why this is happening so I'd say my last name [PII].
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Lower all lower case with [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] That's correct. Thank you so much. And then the phone number that you gave me to call you back on if we're disconnected, is that your cell phone, sir?
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK. Let me tell you how you got these. Um, you got the, the, uh, cards, the one that you just gave me is your dental uh policy through Hamilton Reker, your employer.
[CUSTOMER][NEGATIVE] My, OK, now I'm really confused. I've been doing, I've been doing applications and stuff, but I didn't know that anybody, nobody's called me or anything like, hang on, let me, let me write that name down. That way I can give these people a call because I, I feel bad because now I feel like they've hired me and.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I had this insurance, but I didn't know I got hired.
[CUSTOMER][NEUTRAL] Uh, you said [PII]?
[AGENT][NEUTRAL] OK. [PII] [PII]
[AGENT][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it looks like your benefits started.
[CUSTOMER][NEUTRAL] Do you happen to have, is there.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] It looks like your benefits started on um.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] This happened, huh.
[CUSTOMER][NEUTRAL] Um, is there a number attached to that name by chance?
[AGENT][NEUTRAL] Um, I don't have the number, but I can transfer you over to benefits and a card who handles all, uh, the benefits through this company.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Would they, would they be, would they be able to have the number for [PII]?
[AGENT][NEUTRAL] Uh, let me look and see.
[CUSTOMER][MIXED] I understand they have all benefits like they, cause I'd hate for like, cause that's, that's really confusing for me now, that that makes me feel like I have a job that I don't know about.
[AGENT][NEUTRAL] Right, I do show that it's in um [PII].
[CUSTOMER][NEGATIVE] Oh well, then that's definitely not me.
[CUSTOMER][NEGATIVE] Well then, yeah, it's send me over to your uh benefit side that way maybe we can get this cleared up because that's not me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't, I live in, yeah, I live in [PII]. I am resident in [PII]. I don't have no way am I going to [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, so what we'll do is um go ahead and transfer you to benefits and a card and you can let them know that uh you may be confused with somebody else um but all the information I have on the policy is correct for you that we verified, um.
[CUSTOMER][NEUTRAL] That's crazy.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, go ahead and send me over there. Maybe I can get a phone number for these people and call them and, and go from there, but that, that, yeah, because I'm there's some, something's a little odd about that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. Well, I will, you're very welcome.
[CUSTOMER][POSITIVE] But thank you for your, for your
[CUSTOMER][POSITIVE] Thank you for your time.
[AGENT][POSITIVE] You're so welcome and I hope you figure it out. It's gonna be a brief hold while I transfer you on over, OK?
[CUSTOMER][POSITIVE] OK honey, thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits and Card. This is [PII]. How can I help you today?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I've got a member on the line. His name is [PII]. The last four of his social is [PII].
[AGENT][NEUTRAL] And he has called because he received his benefit cards in the mail, and he wanted to know why he received those cards and when I explained to him that it was done through his employer, [PII], he said that he does not work for them and he doesn't think he's supposed to have these benefits. So I wanted to go ahead and let you guys talk to him and help him get some understanding.
[CUSTOMER][NEUTRAL] Um, yeah, you can transfer him over. I, I got him pulled up here.
[AGENT][POSITIVE] OK, thank you, [PII]. I appreciate it. You have a good day.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bye bye sir.
[CUSTOMER][NEUTRAL] You do the same, OK?