AccountId: 011433970860
ContactId: c6a69f94-b0fc-49bb-a66a-0eee938d2b51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336230 ms
Total Talk Time (AGENT): 110506 ms
Total Talk Time (CUSTOMER): 101042 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/c6a69f94-b0fc-49bb-a66a-0eee938d2b51_20250220T18:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], hi [PII]. Just a quick question, [PII], um, I don't remember with APL if you are on the plan with a spouse, uh, does the spouse get a separate APL card or is it the same card?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it would be the same policy number. Um, I think we just
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, the same policy number, but do we get to do we send out a card with the spouse's name? I didn't know.
[AGENT][NEUTRAL] Uh, let me ask because I honestly don't deal with cards on this. Let me ask real quick. Hang on.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] thinking.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Well, you know what? I'm gonna go look because nobody's answering me. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I was thinking it was an ID card that had everybody covered listed on it, but let me, I'm gonna go look under and tiger and pull somebody up.
[AGENT][NEUTRAL] But I have that.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] systems and slow. Bear with me just a second. Someone's also typing, so I'll have the answer here in just a second. I apologize for the delay.
[AGENT][NEUTRAL] Yeah, policy number there it is.
[AGENT][NEUTRAL] 17.
[AGENT][NEUTRAL] Let me get a policy ID card. Let me look at this card.
[AGENT][NEUTRAL] Oh, let's see, come on, I was thinking it was one card that listed everybody, but waiting for my image to pop up.
[AGENT][NEUTRAL] Uh, this is one card and it just says family coverage and it just has the insured's name on it. So it looks like it's just one, yeah, [PII], so it's just the one card.
[AGENT][NEUTRAL] But it it indicates if they have individual or family coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you do me a favor? One of the employees, uh, he's the owner of Integra.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He wanted to get a card for his wife.
[AGENT][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] I think her name is like [PII]. She has a different name. His name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull him up. No, let me pull him. I'm in the group right now. Let's see stability starts with an S, is that with an S? Go ahead and spell it just oh here it is. I found him, [PII] Stability. I got him.
[CUSTOMER][NEUTRAL] You want me to spell it for you?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Excuse me, OK.
[CUSTOMER][NEUTRAL] The wife is a different name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So are you saying that
[CUSTOMER][NEUTRAL] So I just wanted to send him, I just want to get an extra another card.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] OK, so it's, it's not gonna have her name on it. It's gonna have his name on it. Is that gonna be a problem? OK, OK, I'll email it to you, or do you want me to send one out?
[CUSTOMER][NEUTRAL] That's fine. No, just so she can have another card. I'd like to do both. If you could email me and send one out. That'd be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll do that no problem. Is there anything else?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, no, we're doing open enrollment now. I've sent two emails requesting some ID cards, you know, they have about 60 people on the plan, and I've had about 4 or 5 people, maybe 5 or 6 people that have had, um, that said they didn't have a night one guy lost his wallet, you know, so I sent you two emails. I, I spoke to [PII] on one of them. I think there was 4 people on one and maybe 4 or 53 or 4, I guess maybe 8 in total.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh gosh. OK.
[AGENT][POSITIVE] OK, we'll get those taken care of. I think I saw some emails out here just a minute ago, yeah, ID cards. OK, yeah, we'll get that taken care of for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, yeah, if you could send me one for [PII], that would be great. Alright, I appreciate it. Thank you much. You too, bye bye.
[AGENT][POSITIVE] I sure will. All right. Have a good day. Bye-bye.