AccountId: 011433970860
ContactId: b1232973-5170-40ad-be1f-d03c81cb85b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 739229 ms
Total Talk Time (AGENT): 376165 ms
Total Talk Time (CUSTOMER): 163981 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/b1232973-5170-40ad-be1f-d03c81cb85b2_20250408T14:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], somehow I just got disconnected by another agent or another person. Um, I recently signed up with your insurance through Will lease.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and it was supposed to be in effect [PII]. I have not seen any cards.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I got one little package that tells about, uh, well, it's headed with, uh.
[CUSTOMER][NEUTRAL] Expanding the benefits of Verizon, but it doesn't really give me any information on prescriptions.
[AGENT][POSITIVE] OK, alright, and can I get your name sir and your callback number just in case our call is dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then what is your
[CUSTOMER][NEUTRAL] Uh, ready.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] 319
[CUSTOMER][NEUTRAL] 693
[CUSTOMER][NEUTRAL] 8170
[AGENT][NEUTRAL] Thank you sir. OK, so you signed up for our insurance but you have not received any cards, um, and it's supposed to be effective on March, I'm sorry, [PII]. Is that correct?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Right, and I, I talked to the guy that sold me the insurance last week said he sent them out again, but I still haven't seen anything. He said I was gonna get a second package of stuff that the cards would be in, but I never got that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Since you don't know what your policy number is, um, can you please give me your social security number that'll pull in any policy that you have with us?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick, sir.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Policy number.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh, I have a policy number on here.
[AGENT][NEUTRAL] I believe I found you, sir. Um, what's the policy number that you're showing?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] 258-11-02597092.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That seems to be a very long policy number. Um, I have your policy pulled up now.
[AGENT][NEUTRAL] And then I'll give you your good policy numbers as soon as we verify your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] give me your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You there?
[AGENT][NEUTRAL] And then I'll also need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] And you want what now a phone number again?
[AGENT][NEUTRAL] Uh, the phone number that you gave to me, is that your cell phone number, sir?
[CUSTOMER][NEUTRAL] That's my only phone number.
[AGENT][NEUTRAL] OK and then what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much, sir. I appreciate.
[CUSTOMER][NEGATIVE] Keep cutting out on me.
[CUSTOMER][NEUTRAL] You there?
[CUSTOMER][NEGATIVE] You're gonna be kidding me.
[AGENT][NEUTRAL] OK, sir. I've got your policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, your policy number is.
[AGENT][NEUTRAL] And this is for your hospital indemnity plan which would be your medical is 259.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] 7054.
[CUSTOMER][NEUTRAL] 259.
[CUSTOMER][NEUTRAL] 7054. OK, I'll need that tomorrow, um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes sir, and I'm what I'm going to do is I'm gonna request that a card be sent to your home address. I'm gonna order that myself for you um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, I'm having a little bit of trouble with my phone right now, but I'm not gonna go.
[CUSTOMER][NEUTRAL] Oh, you're having big trouble with your phone, not this little.
[CUSTOMER][NEGATIVE] I have no idea where they're at, but they keep cutting out on me.
[AGENT][POSITIVE] Yes, sir. I'm having a little phone trouble right now, but I will not hang up on you, sir. I will come back and if it does disconnect, I will definitely call you back. I won't let you just hang out there, OK?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so what I'm gonna do is I'm gonna order a new card to be mailed to your home address for this policy.
[AGENT][NEUTRAL] That way you'll get it um at the address that you verified for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, wait just a second while I get that order in.
[AGENT][NEUTRAL] OK, I've got that ordered for you for that policy, and then let me give you your other policy numbers. I noticed you had 3.
[AGENT][NEUTRAL] Um, your group critical illness policy number is
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] 259-7008.
[CUSTOMER][NEUTRAL] 259
[CUSTOMER][NEUTRAL] Got it.
[AGENT][POSITIVE] OK, I'm gonna order a card for you for this one also while we're on the phone together.
[AGENT][NEUTRAL] It will also be mailed to your home address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got that one ordered for you. And then the last policy that you have with us is your uh short-term disability.
[AGENT][NEUTRAL] Let me give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 259-709-2 and those uh the short term disability doesn't receive a card, so I won't be able to order that one for you, but I did get your hospital indemnity and your group critical illness ordered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, and then I still need to know what, um, prescription coverage. I have no idea.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir, I understand. Let me pull up your benefits on your policy real quick.
[AGENT][NEUTRAL] And we're gonna look and see what that's going to be.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Give me just a minute while I find it for you.
[AGENT][NEUTRAL] I'm gonna pull up your complete policy so that we can review it. Also, while I'm waiting for the computer to load this policy for me, we have an online service center and it's a direct portal to your policy and you can see your policy, you can get copies of your cards, you could file claims all on that on that side. Let me give you that uh address so you can go there and sign up when you're able to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's [PII]
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So all together that's [PII].
[CUSTOMER][NEUTRAL] Got it. There it is. OK, you cut out right before the column.
[AGENT][POSITIVE] Yes, I apologize.
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] Phone's giving me fits today. I apologize for that. OK, we're looking for prescriptions. Um,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And where are you located? Are you having so many problems with the phone.
[AGENT][NEUTRAL] I'm in [PII].
[AGENT][NEUTRAL] We had some bad weather come through here.
[CUSTOMER][NEUTRAL] Well you, well you got phone lines there.
[CUSTOMER][NEUTRAL] Oh, did you?
[AGENT][NEGATIVE] And I think it's messed with the towers because we use a um
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] We use uh
[AGENT][NEUTRAL] The computer for our phones and I really believe that it has messed up some of the towers when we had all those tornadoes come through.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] But they're working on it.
[CUSTOMER][NEUTRAL] Oh yeah yeah yeah OK I guess I did hear about that, yeah.
[AGENT][NEUTRAL] Yes, sir. OK, let me see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] About prescription um on this policy.
[AGENT][NEUTRAL] I'm looking for.
[AGENT][NEUTRAL] Care premium, yeah, I'm not a prescription.
[CUSTOMER][NEUTRAL] OK, is that a is that a separate policy?
[AGENT][NEUTRAL] No, sir. Um,
[AGENT][NEUTRAL] No prescriptions would not be. So what this policy is, is it's a limited uh hospital indemnity plan.
[AGENT][NEUTRAL] And yes, you can use it to go to the doctor for outpatient sickness treatment.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, an accident, but it's, uh, also good if something ever happened and you needed to go into the hospital.
[AGENT][MIXED] Um, it has good benefits for the hospital on it. It also has like uh diagnostic testing and things like that on it, intensive care, but I don't see any prescription benefits on this policy.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so, uh, do you offer it?
[AGENT][NEUTRAL] Uh, that might be something that you'll be able to go to. Um, I noticed you're with UTBA.
[AGENT][NEUTRAL] They may have another plan that has prescription benefits that they offer because you'll have to sign up through um UTBA if you want I could transfer you over to UTBA and you could talk to them and see if they have a plan that does have prescription benefits for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that'd be perfect.
[AGENT][NEUTRAL] OK, I can do that for you. Is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No, I think we got everything. uh, that's what I needed basically was the policy numbers and prescription and I need to talk to them for that. So, alright, sounds good.
[AGENT][POSITIVE] You have a wonderful sir and we appreciate you calling APL you be careful out on the road, OK?
[CUSTOMER][NEUTRAL] OK, I'll do that.
[AGENT][NEUTRAL] Yes, sir. It's gonna be a brief hold. You're very welcome.
[CUSTOMER][POSITIVE] Thanks for your help.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] Bye-bye, sir.