AccountId: 011433970860
ContactId: 81fe0789-7ccf-4469-8763-43c51fcab6d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227839 ms
Total Talk Time (AGENT): 104601 ms
Total Talk Time (CUSTOMER): 86844 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/81fe0789-7ccf-4469-8763-43c51fcab6d5_20250114T18:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, I'm trying to figure out, um.
[CUSTOMER][NEUTRAL] I got a letter in the mail about insurance and I don't know how.
[CUSTOMER][NEUTRAL] How I got this, so I'm trying to see if this is something that I can sign up for or if I actually have insurance.
[AGENT][NEUTRAL] OK, I can help you um with your letter and whether or not you have a policy with us, can you please give me your name and your call back number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[AGENT][NEUTRAL] OK thank you and then what is your policy number or do you know?
[AGENT][NEUTRAL] If there's one on the letter that you received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, OK, the policy number is 02.
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] 332 4
[AGENT][NEUTRAL] And that's 0258332 and what was the last number?
[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] 4. OK, let me pull that policy in real quick.
[AGENT][NEUTRAL] OK Miss [PII], uh, for security reasons, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, [PII], I mean [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, the address is [PII].
[CUSTOMER][NEUTRAL] And I think my email is
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you for verifying your information for me uh I am showing that this is a dental policy and it is active um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your effective date of the policy is [PII]. It is through HG Staffing LLC.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's payroll deducted.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and so I also then I also have a um because that was the dental card I gave you and then my medical card if I give you that, can you just make sure that that's gonna be the same too?
[AGENT][NEUTRAL] Yes, ma'am. I'm looking at your policies, all of them right now. You have a hospital.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Indemnity plan, which is your medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You have a group accident plan.
[AGENT][NEUTRAL] You have a short term disability plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You have a group term life plan and you also have a critical illness plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's all through the same staffing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Through your employer.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] OK, so now I have insurance. OK, that was, I just wanna make sure this was legit before I try to do anything.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am, it is. You're very welcome, Ma. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Well thank you for being a new member we appreciate it and thanks for calling APL.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye