AccountId: 011433970860
ContactId: 6a1bd015-d6ee-47e3-9ef0-5b6210de5ad2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271279 ms
Total Talk Time (AGENT): 100541 ms
Total Talk Time (CUSTOMER): 89589 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/6a1bd015-d6ee-47e3-9ef0-5b6210de5ad2_20250515T20:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], this is [PII] with Benefits in the card. I'm calling in regards to a member having an issue with their account.
[AGENT][NEUTRAL] OK, [PII]. I can help you with a member's uh.
[AGENT][NEUTRAL] Issues, what is the members? Well, first let me get your call back number sir just in case the call is disconnected.
[CUSTOMER][NEUTRAL] So I don't, I actually don't have my own specific number. It's just benefits in the car, the customer service. The [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and then what is the member's name and policy number?
[CUSTOMER][NEUTRAL] So his name is [PII].
[CUSTOMER][NEUTRAL] And then I do not have the policy number. I can give you his address and date of birth.
[AGENT][NEUTRAL] Um, let me see if I could pull up my name that seems to be a pretty common name. look and see. We're gonna try anyway.
[CUSTOMER][POSITIVE] I can give you the staffing company he works for as well.
[AGENT][NEUTRAL] Do you have the number uh the group number or his social?
[CUSTOMER][NEUTRAL] Uh, I can give you the social, yes, ma'am.
[AGENT][NEUTRAL] Yes, what is that, please?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, that would be really helpful. Thank you. I appreciate that, [PII].
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, and is he calling about his hospital indemnity plan?
[CUSTOMER][NEUTRAL] Yes ma'am, so it looks like some of the issues are he's trying to get his daughter prescription with the coverage, but their dependents aren't showing up in the system.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But their dependence should be on the coverage.
[AGENT][NEUTRAL] OK, let me look and see.
[AGENT][NEUTRAL] I am showing his dependents are on the policy, and I am showing that he does have family coverage.
[CUSTOMER][NEUTRAL] So when I, earlier when I went to go get the hospital and debit cards, they only showed that his, his wife and his were on this coverage.
[AGENT][NEUTRAL] OK, well I can um.
[CUSTOMER][NEUTRAL] And uh the member called they did.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can um set the policy to send new cards because I'm showing that he has dependent coverage on his policy and let me see the effective date.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Yeah, it's the same effective date as him, [PII] and he's got.
[AGENT][NEUTRAL] Including his wife, he has 12345 dependents, so there's.
[CUSTOMER][NEUTRAL] OK, so I see it now.
[AGENT][NEUTRAL] For the policy total.
[CUSTOMER][NEUTRAL] Yeah, I'm seeing it now on our side. earlier when I tried to access it, it wasn't available, um, and then his wife just called stating they're trying to use the coverage and they were saying that they weren't active.
[CUSTOMER][NEUTRAL] Or their child coverage was enacted.
[AGENT][NEUTRAL] Yes, they are on the
[AGENT][POSITIVE] Yes, and they are active and everything looks good.
[CUSTOMER][POSITIVE] OK, well, I appreciate that. What was your name again?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] What would be your reference for today's call?
[AGENT][NEUTRAL] It would be my name in today's date.
[CUSTOMER][POSITIVE] Alright, Ms. [PII], well I appreciate your assistance. I hope you have a great rest of your day.
[AGENT][POSITIVE] You too, [PII]. You have a blessed one. Thanks for calling ATL.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye sir.