AccountId: 011433970860
ContactId: 8afb748b-32c7-45d2-b95d-0cb7eb816f79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202059 ms
Total Talk Time (AGENT): 53940 ms
Total Talk Time (CUSTOMER): 86402 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/8afb748b-32c7-45d2-b95d-0cb7eb816f79_20250124T14:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] care team. How are you doing?
[AGENT][NEUTRAL] I'm doing fine [PII] how are you?
[CUSTOMER][POSITIVE] Yeah, I'm doing well, thank you. Listen, I have uh [PII] with Fortune Insurance on the line.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She was calling on group number 21471 with the Centurion Restaurant Group.
[AGENT][NEUTRAL] 21471.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she said that [PII] was looking into something for her. She's got about 4 or 5 employees or employees on the group that were not switched to the 5000 plan.
[CUSTOMER][NEUTRAL] And one of them is the HR.
[CUSTOMER][NEUTRAL] For the group and she's pregnant and getting the $4000 benefits when they're calling in for benefits.
[CUSTOMER][NEUTRAL] And so I, I am [PII] I'm sure she's busy.
[AGENT][NEUTRAL] She's not, no, she's not on until [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] Um, she asked to speak to her since she knew what was going on, but can you assist her further?
[AGENT][NEUTRAL] I can certainly try. Oh, [PII]'s on now.
[AGENT][NEUTRAL] Hang on, let me see if she's available.
[AGENT][NEUTRAL] What is um the person that they're looking for?
[CUSTOMER][POSITIVE] So I do have a policy number 2273102 for [PII]. She's a great contact.
[AGENT][NEUTRAL] She's on the 5000.
[CUSTOMER][NEUTRAL] I've got it on 4000.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] When I pull her policy up.
[AGENT][NEUTRAL] It's showing 5000.
[AGENT][NEUTRAL] If you look at 227-3102.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's a $5000 plan.
[CUSTOMER][NEUTRAL] And then when I go to the benefits it says for the inpatient is 4000.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] What, how are you seeing what what screen are you in? Let me ask you that because you may, I'm on a claim screen.
[AGENT][NEUTRAL] I'm just
[AGENT][NEUTRAL] Yeah, so when you just pull it up in GRPIQ.
[AGENT][NEUTRAL] Go to her name.
[CUSTOMER][NEGATIVE] There is a, an issue there in there.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] It looks like they got partway through it and didn't finish it out.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Just let [PII] know that I'll get with our customer service. We'll get that fixed today.
[CUSTOMER][POSITIVE] OK, I will. Thank you. I appreciate it. You have a great day and happy Friday.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Uh-huh, bye.
[CUSTOMER][NEUTRAL] Yeah, thanks. Bye-bye.