AccountId: 011433970860
ContactId: 652051f9-6b97-4895-84e1-0fc8aef600e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348709 ms
Total Talk Time (AGENT): 139851 ms
Total Talk Time (CUSTOMER): 153959 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/652051f9-6b97-4895-84e1-0fc8aef600e8_20250109T17:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I'm just trying to log on. I'm a new, um, policyholder with y'all, and it's not allowing me to enter.
[AGENT][NEUTRAL] OK, so you're trying to get on to the online service center and it's giving you push back and telling you call customer service. OK, alright, what is your, what is your name please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh my name is [PII] And last name [PII], [PII]
[AGENT][NEUTRAL] OK [PII], what is your uh policy number please?
[CUSTOMER][NEGATIVE] Um, I, I don't have a policy number on me that. I can't even get in contact with the guy who gave it to me. Um, I just know that I'm paying, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I got you. All right.
[CUSTOMER][NEUTRAL] I can give you my social.
[AGENT][POSITIVE] Yes, if you wouldn't mind giving that to me, please.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] OK thank you and then also can I get your call back number just in case our call is dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] Get your policy pulled in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, your phone number and your email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, so I, I think y'all probably have my new address. I'm hoping it's [PII]. Um email, I honestly, I don't know what he put down um uh maybe it's [PII].
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] But I do show we have a different address for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He must have used my previous address, um, [PII], no, that's the uh [PII]. Yeah. Yeah, that's my previous address.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes. OK, so.
[AGENT][NEUTRAL] OK, so your new address is [PII], and can you spell that street name for me again?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] Avenue.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That could be why it's not letting me enter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, uh, let me look.
[CUSTOMER][NEUTRAL] It's a different uh zip code.
[AGENT][NEUTRAL] Yes ma'am let me look at your policy real quick.
[AGENT][NEUTRAL] OK, when did you, um, do you remember when you initially signed up for this policy?
[CUSTOMER][NEUTRAL] Yeah, a few weeks ago it just came out my paycheck this previously.
[AGENT][NEUTRAL] OK, OK. So, the reason, let's see.
[AGENT][NEUTRAL] It looks like since you're new and they're going to be issuing a new policy for you, it looks like um it's still in the process of being issued.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that is why it's not connecting to the online service center yet because the group is still being issued their policies.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I wouldn't have it in time by next week then, correct?
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, I have an MRI scheduled for uh Thursday, so.
[AGENT][NEUTRAL] Uh, it
[AGENT][NEUTRAL] Right, it would be, um, depending on when your effective date is supposed to be.
[AGENT][NEUTRAL] Um, the group determines the effective date. So once that policy is issued, though, you'll be able to retrieve it in the online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so how do I know when my effective date is?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] You can ask your employer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Yeah. OK. Um, all right. I just don't wanna go there and not have this coverage, but, um, I'll, I'll try to reach out to them and see what's going on with it.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] I understand OK.
[CUSTOMER][POSITIVE] Well, thank you so much though.
[CUSTOMER][NEUTRAL] All right, well.
[AGENT][POSITIVE] You're, you're very welcome, Ms. [PII].
[CUSTOMER][POSITIVE] All right, I hope you have a good one.
[AGENT][POSITIVE] I hope you have a blessed day too thank you so much for calling ATL.
[CUSTOMER][POSITIVE] Right. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] All right, thank you, bye bye.
[AGENT][NEUTRAL] Mm bye bye.