AccountId: 011433970860
ContactId: 9b88cbe0-f2d1-419c-a68d-98251c16cb15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176899 ms
Total Talk Time (AGENT): 81065 ms
Total Talk Time (CUSTOMER): 57453 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/9b88cbe0-f2d1-419c-a68d-98251c16cb15_20250414T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I have a policy there, but when I'm trying to log in online, it's saying they can't find anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, so the the information that you enter there does have to match what we have in our system so we can go through and verify that all of that is correct, um, what was your name?
[CUSTOMER][NEUTRAL] Uh, you want my last name first?
[AGENT][NEUTRAL] Oh, first and last name, please.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, it's for a hospital gap.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure. Uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEGATIVE] No, I have nothing. I didn't receive a card. It's through my employer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. OK, so I can search uh using your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm gonna read that back to you, uh, [PII], to make sure I heard that social correctly. That was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, I did not get a result with that in our system. Um, the only other thing I can check is with your name. Uh first name, that's uh [PII], correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, would you spell the last name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, got it, thank you one moment.
[AGENT][NEUTRAL] What state do you live in, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I am not seeing you in our system at all um what I would do is get with your employer.
[CUSTOMER][POSITIVE] OK. I, I'll talk to my benefits. Yeah, I'll talk to my benefits.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely and if you can get some uh definitive information, you get a policy number, uh, definitely give us a call back.
[CUSTOMER][NEUTRAL] Supervisor.
[CUSTOMER][POSITIVE] Alright great thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APO have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.