AccountId: 011433970860
ContactId: 99c414b5-98aa-4f73-a743-d929ff870302
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210160 ms
Total Talk Time (AGENT): 93701 ms
Total Talk Time (CUSTOMER): 89410 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/99c414b5-98aa-4f73-a743-d929ff870302_20250408T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is, my name is [PII]. I work for Irving Independent School District in [PII].
[CUSTOMER][NEUTRAL] Uh, I was trying to look in.
[CUSTOMER][NEGATIVE] I haven't just try to look in, oh it's been a few years now, 3 or 4 years maybe, and I was just trying to look in now and using my username and password, it doesn't work.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you have created an account before?
[AGENT][NEUTRAL] Are we needing to create an account?
[CUSTOMER][NEUTRAL] No, I've been, I've been having one.
[AGENT][NEUTRAL] OK, so I can go through and recover that username for you.
[CUSTOMER][NEUTRAL] But, but I, I just, I just, I just, uh, OK, I just hadn't, you know, looked in, uh, on it. It may, it may have been before the pandemic. It's been a while, it's been a few years, but it was the same username and password, but anyway, OK, you go.
[AGENT][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, yeah, so I can definitely look at that user name, um, and make, you know, if you need to reset the password you can definitely use that, um, [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes, it looks like it's 208-546-4.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK. And I'm just gonna verify some information really quick. Uh, [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address we've got on file for you and looks like it is through your employer.
[CUSTOMER][NEUTRAL] Oh, my employee number, OK, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Thank you so much for verifying that information, [PII]. OK, so I am showing you did have a couple of policies with us, however, both of them have terminated. You did have a secondary medical policy that terminated in [PII], and then you had a cancer policy with us that terminated in [PII]. So that's going to be why you're unable to log in as none of them are active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I need to call.
[CUSTOMER][NEUTRAL] My employee because they take it out of my check.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely and it's possible that they just switched to a different carrier um I did hear that happens quite a bit um but yes I would definitely see what's going on with that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll do that.
[AGENT][NEUTRAL] All right. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] All right, well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.