AccountId: 011433970860
ContactId: 713c2153-f7fd-4b8b-b849-71db4436d92e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134139 ms
Total Talk Time (AGENT): 59748 ms
Total Talk Time (CUSTOMER): 50268 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/713c2153-f7fd-4b8b-b849-71db4436d92e_20250616T20:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is uh [PII].
[CUSTOMER][NEUTRAL] And I was trying to call to um activate my card.
[AGENT][NEUTRAL] OK, you were trying to call, I'm sorry, what on the back of the card?
[CUSTOMER][NEUTRAL] My group
[CUSTOMER][NEUTRAL] My group voluntary dental card.
[CUSTOMER][NEUTRAL] I was trying to log in and it wouldn't let me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, do you have your policy number? I can take a look?
[CUSTOMER][NEUTRAL] I have, yes, I have the card here in front of me.
[AGENT][NEUTRAL] OK. What's the certificate number or member ID that you have?
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 16171
[AGENT][NEUTRAL] And then [PII], if I can have your date of birth please and address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And the address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] So I'm showing that the policy you have with us as far as dental coverage um is no longer active. It terminated back in [PII]. Are you still under the same employer? Did you change?
[CUSTOMER][NEUTRAL] Oh, was this is a, was this an employee, employer, uh.
[CUSTOMER][POSITIVE] A benefit.
[AGENT][NEUTRAL] This policy, yeah, this policy was through management analysis and utilization. So if you're no it was being payroll deducted, so if you're no longer with them, then yeah, it's not, it's no longer valid.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Oh, OK, no.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yes, and I'm not.
[CUSTOMER][NEUTRAL] OK, I, I didn't know what this was about. It was a mail that I just hadn't open it and I opened it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Anything else?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can check?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] All right, have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm, bye bye.