AccountId: 011433970860
ContactId: 858f827f-7c1d-486c-b2a5-19eba5f27da4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249889 ms
Total Talk Time (AGENT): 88638 ms
Total Talk Time (CUSTOMER): 98365 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/858f827f-7c1d-486c-b2a5-19eba5f27da4_20250623T21:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] with 90 Degree Benefits. We have a group, um, that I have a question about uh the employee needs uh ID cards. Can you help me with that?
[AGENT][NEUTRAL] OK, yeah, I can see if I can get those ID cards. uh, [PII], just in case we're disconnected, can I get a good call back number from please?
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Can you hear? OK, OK, yeah, I was thought thought we were disconnected. My phone number is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK thank you um now do you have the member on the line or am I going to assist you with this?
[CUSTOMER][POSITIVE] You're gonna assist me. She had called me and left me a message.
[AGENT][NEUTRAL] Got you. OK.
[AGENT][NEUTRAL] No worries, just wanted to make sure. OK, let's see, do you happen to have that member's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have her social.
[AGENT][POSITIVE] Oh, that works. I can do that.
[CUSTOMER][NEUTRAL] Well, I thought I was. Let me see [PII].
[CUSTOMER][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEGATIVE] Of course my my computer's stuck now. I don't know what's wrong with it.
[AGENT][NEUTRAL] Oh no, it has been quite a Monday.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It has been.
[CUSTOMER][NEUTRAL] Well, I guess I'm gonna have to call you back.
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Um, well, I could try searching.
[CUSTOMER][NEUTRAL] Let me try, let me try one more thing.
[AGENT][NEUTRAL] Sure, worst come to worst, um, if you wouldn't mind you could spell out their first and last name for me. I could try searching for them that way.
[CUSTOMER][POSITIVE] Uh, let's see, it is, well, I got, got it now. I think it works. Uh, I'm ready with their socially when you're ready.
[AGENT][POSITIVE] Oh cool, OK, yeah, I'm ready.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what was the name for the member?
[CUSTOMER][NEUTRAL] [PII], I'll, I'll attempt this.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Looks like it. Do you have her date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that. So I will say she did have two policies with us. She had a dental policy and a term life policy. However, neither of them are active at this time. Uh, they both did terminate [PII].
[CUSTOMER][NEUTRAL] March time.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. OK. She's on Cobra for, doesn't she have uh vision also?
[AGENT][NEUTRAL] Uh, we don't offer vision.
[CUSTOMER][NEUTRAL] Oh that's not through y'all though, OK, alright, uh, but OK, I think I sent in Cobra Premium, I think it was last week.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, you'll probably get it today or tomorrow then I'll tell you what, I'll call Wednesday then.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, OK, sorry about the confusion.
[CUSTOMER][NEUTRAL] Or I can have her do that online though, can I?
[AGENT][NEUTRAL] What was that? I'm sorry?
[CUSTOMER][NEUTRAL] I can have her, uh, order one online, can I?
[AGENT][NEUTRAL] Oh yeah um well I will say the policy would have to be active for her to be able to access the uh online portal um but I do wanna clarify was this supposed to be for dental or was this supposed to be for medical?
[CUSTOMER][NEUTRAL] It's dental.
[AGENT][NEUTRAL] OK, OK, just wanted to make sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so yeah.
[CUSTOMER][POSITIVE] All right, I'll check back with you hopefully on Wednesday.
[AGENT][POSITIVE] All right sounds good. I hope you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.