AccountId: 011433970860
ContactId: 514b665f-8776-4726-8125-26322c44215a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254639 ms
Total Talk Time (AGENT): 105271 ms
Total Talk Time (CUSTOMER): 83622 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/514b665f-8776-4726-8125-26322c44215a_20250103T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was just wondering about my benefits. I have a couple of questions um about the short term disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, we could take a look at those disability benefits. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], can I, oh sorry.
[CUSTOMER][NEUTRAL] I have 2 questions.
[CUSTOMER][NEUTRAL] Oh, go for it.
[AGENT][NEUTRAL] OK, I'm sorry, just really quick if you don't mind if I can get a good call back number from you in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] I don't. That's what I was wondering if I could get it from you.
[AGENT][NEUTRAL] Ah, OK, no worries. Um, I could start using your social.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. I'm just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yep, it's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Um, I've changed my mailing address since, um, you guys have it. Um, can I give you my new one?
[AGENT][NEUTRAL] Um, yes, if you could verify the old one first though, um, I have it at, uh, [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, it's, it was probably [PII], um [PII], or [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, yeah, it was a [PII] thank you. Um, last thing I need is the email address that we've got on file for you please, uh, it is a [PII] account.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying all of that information. Give me just a moment.
[AGENT][NEUTRAL] OK, so I'm showing that you did have a short term disability and a dental policy with us. They both did terminate [PII].
[CUSTOMER][NEUTRAL] They've still been coming out of my checks though.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That might be a different provider um let's see are you still with uh is it search staffing that you're still with?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so it might be that they switched to a different provider um I can give you their phone number they would be benefits in a card is who they use um that who handles these kinds of policies. I can give you their phone number and I can transfer you if you'd like.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure. What's their phone number?
[AGENT][NEUTRAL] OK, give me just a moment let me get that for you.
[AGENT][NEUTRAL] OK, their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][POSITIVE] Alright perfect um and then you can transfer.
[AGENT][NEUTRAL] OK, and did you want me to go ahead and transfer you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, I'm just gonna put you on a brief hold while I get them on the line for you thank you I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.