AccountId: 011433970860
ContactId: 61ad9813-72e8-4b8d-a653-3e1ca92a3c38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147279 ms
Total Talk Time (AGENT): 80127 ms
Total Talk Time (CUSTOMER): 47922 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/61ad9813-72e8-4b8d-a653-3e1ca92a3c38_20250221T16:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, they, they sent me a card.
[CUSTOMER][NEUTRAL] And um they and and only they tell me to call y'all so I can activate it or?
[AGENT][NEUTRAL] Well, um, our cards aren't normally like that. Is there a policy number there that is listed on the, on the card?
[CUSTOMER][NEUTRAL] They, they're not like that. What you mean?
[AGENT][NEUTRAL] Well, the, the cards are usually active by the time we send them to you with the um because it's your insurance card, um, and then, um, as soon as, yeah, yeah, we only send them if they're, if they're already active, um, so it's, it's not.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, so, so I can use this, I can use it?
[AGENT][NEUTRAL] Uh yes, sir. Um, you, you should be able to use your, your policy. Uh, would you like me to look it up and then I can, I can tell you, um, anything you want to know about it?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Uh, what, what is your policy number? It may begin with a 01 or a 02.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 01. No, it's, it's a uh.
[CUSTOMER][NEUTRAL] The ID number, the.
[CUSTOMER][NEUTRAL] The 6 the ID number is 60801.
[AGENT][NEUTRAL] 608-01. OK, let's see.
[AGENT][NEUTRAL] Um, does it
[CUSTOMER][NEUTRAL] Hold on, hold up, hold up.
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Oh so the policy number, yeah, 02587062 yeah.
[AGENT][NEUTRAL] 7062. Great. Um, if I could just verify your name, uh date of birth, and a phone number, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] My number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Uh, 0949. Thank you. I do appreciate that, and it's great. So your policy went into effect on um on [PII]. It's active. So you can begin using it now. Um, you've got $500 for dental benefits, uh, to get your teeth cleaned twice a year. Um, the, uh, uh, your, um, if you needed, uh, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Fillings or tooth extracted. And that's, that's what this does. So yes, this is already active and ready for you to go to any dentist that you want.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, well thank you for contacting ATL. You have a very good day.