AccountId: 011433970860
ContactId: c7af8b8e-823f-4777-ae2a-a97b93bd7c91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379220 ms
Total Talk Time (AGENT): 129107 ms
Total Talk Time (CUSTOMER): 98933 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/c7af8b8e-823f-4777-ae2a-a97b93bd7c91_20250306T16:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so I was trying to log in to the website, um, it told me that the information is not incorrect, so I'm trying to um figure out what my benefits are and then I would like to file a claim, so I wanted to know what I needed to do to log in.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, sure, I can assist you with that. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a policy number for me?
[CUSTOMER][NEUTRAL] It says uh all I have is a group number and it says 16048.
[AGENT][NEUTRAL] 048. You don't have any numbers in the bottom of your card?
[CUSTOMER][NEGATIVE] I never got a card. That's why I'm trying to, I never got a card. That's why I'm trying to.
[AGENT][NEGATIVE] Like outpatient? You never got a call. Gotcha.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, OK, one moment, um.
[AGENT][NEUTRAL] One moment, let me go ahead and just do a group search.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, waiting on the system. I'm sorry it's taking a little bit.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me have the last name one more time.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, here you are. And may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Oh, OK. And um what is the email that you're trying to use?
[CUSTOMER][NEUTRAL] [PII], oh, I didn't even, I put in my job information. I didn't know I was supposed to put in my information.
[CUSTOMER][NEUTRAL] So I'm supposed to put in my instance.
[AGENT][NEUTRAL] It doesn't look like we have an email.
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], is that what they have? No?
[AGENT][NEUTRAL] Um, that's not what I see here because I don't see an email, but let me check and see if that's the reason that you're getting an error, OK? One moment.
[AGENT][NEUTRAL] One.
[AGENT][NEUTRAL] Yeah, you're not registered missing that email. OK, so let me.
[AGENT][NEUTRAL] OK, so that was your first name, the letter [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Do you wanna go ahead and register now?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So I put in my group number. I put in my zip code.
[AGENT][NEUTRAL] Oh, No, not the group. You go as an individual. This is your individual policy.
[AGENT][NEUTRAL] So go back and choose individual.
[CUSTOMER][NEUTRAL] Uh, so,
[CUSTOMER][NEUTRAL] Oh, maybe that's why it was.
[AGENT][NEUTRAL] Mhm. It's OK. A lot of people do that, trust me. But yeah, that group is just for the person that handles the whole group, like the employer. Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] OK, I think it worked, yeah, create your account, there you go.
[AGENT][POSITIVE] Mm. OK, perfect. OK. So you got it from here, or is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Thank you for calling APL. Do you need the policy number just in case you need to call back?
[CUSTOMER][POSITIVE] Yes please, yes please.
[AGENT][NEUTRAL] OK. All right. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that number is 0227.
[AGENT][NEUTRAL] 0582.
[CUSTOMER][NEUTRAL] Sorry, 0227.
[AGENT][NEUTRAL] 0582.
[CUSTOMER][POSITIVE] 82 got it 0582 got it thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye-bye.