AccountId: 011433970860
ContactId: 476fc6a0-4239-46ea-8f7a-4292af2f3cf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154339 ms
Total Talk Time (AGENT): 74436 ms
Total Talk Time (CUSTOMER): 40220 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/476fc6a0-4239-46ea-8f7a-4292af2f3cf1_20250401T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I was wondering if I can get an email for proof of insurance so I can set up an appointment for.
[CUSTOMER][NEUTRAL] Uh, a doctor, I need like the group number and the policy number.
[AGENT][NEUTRAL] OK, yeah, I can get you the group and policy number. Let me take a look here. What is
[AGENT][NEUTRAL] Your last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. First name is [PII]. Is that [PII]?
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] OK. Thank you. One moment.
[AGENT][NEUTRAL] And then may I please have your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then I need to verify address that we should have on file as well, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much. So let me pull this up here.
[AGENT][NEUTRAL] OK, so I pulled up, it looks like you have two different plans with us. You have dental insurance with us, and then it looks like you also have a short term disability. I don't show any sort of medical. I don't know if maybe your employer offers that with a different group or different company.
[CUSTOMER][NEGATIVE] That's strange. I should have medical.
[AGENT][NEUTRAL] I don't see anything. Um, just have two policy numbers for
[AGENT][NEUTRAL] Uh, one for dental and then one for the short term disability. Do you have a contact number for your employer?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um, give me one second, please.
[AGENT][NEUTRAL] OK, yeah, I mean, I would just contact them if you have a contact number for like an HR person there.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright, thank you.