AccountId: 011433970860
ContactId: 48bb7ce1-7283-4044-99ba-0bb741b690a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261190 ms
Total Talk Time (AGENT): 97560 ms
Total Talk Time (CUSTOMER): 67500 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/48bb7ce1-7283-4044-99ba-0bb741b690a3_20250409T14:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was hoping that I can get emailed um my ID card.
[AGENT][NEUTRAL] OK, you're needing to get an ID card. Is that correct?
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Mhm. And your last name?
[CUSTOMER][NEUTRAL] My full name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. What is a good
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] I have two, I have two last names. M, it's OK, [PII]
[AGENT][POSITIVE] Oh, I'm so sorry.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you know your policy number?
[CUSTOMER][NEUTRAL] I have an account number. I don't know if it's the same thing 25758.
[AGENT][NEUTRAL] OK, that would be a group number, the number there with you?
[CUSTOMER][NEUTRAL] OK, that's all I have, so I don't have anything else.
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][NEUTRAL] And who do you work for, Ms. [PII]?
[CUSTOMER][NEUTRAL] NRS staffing.
[AGENT][NEUTRAL] OK, thank you social security number so that I can look up your information please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, so Ms. [PII] is, I do.
[AGENT][NEUTRAL] Not currently have a policy issue with APL. When was your coverage to have gone into effect?
[CUSTOMER][NEUTRAL] It was.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Like around [PII].
[AGENT][NEUTRAL] OK, so what you will need to do since we do not currently have a policy for you is to speak to your HR department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let them know that you had contacted we did not show an enrollment for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, were you checking for like through my Social Security number?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I've checked with your name and social. Yes, ma'am.
[CUSTOMER][NEUTRAL] So just to confirm that was [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes ma'am, that is correct and I have also looked at your employer as a whole and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You are not one of the employees that's listed.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am. So is there any else, Mr. [PII] at the moment that I can help you with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and I hope you have a very nice day.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.