AccountId: 011433970860
ContactId: 7d6433db-7003-4120-aae8-5455e8a03033
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168179 ms
Total Talk Time (AGENT): 44127 ms
Total Talk Time (CUSTOMER): 69543 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/7d6433db-7003-4120-aae8-5455e8a03033_20250318T20:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATM. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the private office to check on the member eligibility and benefits. Could you help me with that?
[AGENT][POSITIVE] Sure, [PII], I can assist you with benefits. And first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah, it's N as in Nancy, 32633045.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] OK. Can you just transfer me to the right department? The policy starts with N.
[AGENT][NEUTRAL] No, this is the right department. I could try to look them up by name and date of birth. What's the last name?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] His last name was [PII], I could spell that. It's [PII].
[CUSTOMER][NEUTRAL] And his first name was [PII], OK.
[AGENT][NEUTRAL] And the first
[AGENT][POSITIVE] OK, I'm ready for the first name.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] And the date of birth was [PII].
[AGENT][NEUTRAL] OK. I'm not showing the dental policy coming up in our system under that name. Do you have his social security number?
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] Well, I would need a, yeah, the Social Security number or either the um correct member ID and our member ID does not start with the letter N.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Can I get the right number ID?
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Yeah, can I get the right member ID?
[AGENT][NEUTRAL] You would have to give me that information in order to look up his policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, thank you, thank you for that. Bye-bye.