AccountId: 011433970860
ContactId: e2c3b6ec-9ed9-4a86-b5bf-b2110dac328a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226399 ms
Total Talk Time (AGENT): 118233 ms
Total Talk Time (CUSTOMER): 68910 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/e2c3b6ec-9ed9-4a86-b5bf-b2110dac328a_20250317T12:26_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm actually trying to get a policy number for my, uh, account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And to see all the actually the owner.
[AGENT][NEUTRAL] OK, of course, I can help with that. And I'm sorry, with whom am I speaking, please?
[CUSTOMER][NEUTRAL] You're speaking to [PII].
[AGENT][NEUTRAL] Thank you, sir. And Mr. [PII], how do you spell your last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] We appreciate that.
[AGENT][NEUTRAL] If I could just have a date of birth, sir, and uh
[AGENT][NEUTRAL] A um
[AGENT][NEUTRAL] I'm sorry, and how do you spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So much.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] If I could just have a date of birth, sir, and a phone number?
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, phone number [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you very much, sir. OK.
[AGENT][NEUTRAL] Looks like you have a dental policy with us. I'm just gonna check here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. So you have a dental policy with us. Um, it went into effect on [PII]. It is active. That policy number is 02.
[AGENT][NEUTRAL] 27.
[CUSTOMER][NEUTRAL] Hold on, hold on, I gotta get a pen. 02.
[AGENT][POSITIVE] Certainly, absolutely. You let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 02.
[AGENT][NEUTRAL] 27
[AGENT][NEUTRAL] 5068.
[CUSTOMER][NEUTRAL] 02275068
[AGENT][NEUTRAL] That is correct, yes, and this is a family policy. Um, now, I can have a card sent to you if you want to verify your address for me.
[CUSTOMER][NEUTRAL] Uh yes, uh [PII].
[AGENT][POSITIVE] Great. Now, I will go ahead and have a card sent to you. Um, Mr. [PII], is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] OK, it is a family plan, correct? and the wife and the kids are on there?
[AGENT][POSITIVE] Absolutely, yes, sir.
[CUSTOMER][NEUTRAL] I'm not mistaken. Yeah, um, is there a website I can go to to check that out too as well? Like a print off the, the card?
[AGENT][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And when you get to that, um, it's, it's a blue and green uh side it says APL on it and it says workforce benefits that work for you and you'll click the the you the U is highlighted in green and you'll click on the, uh, it has a drop down menu and you'll click on individuals and that will give you uh um the information that you need. Now if you want to, uh, you'll also see where um it says to sign in and that's on the far right hand side and you can actually create an account.
[AGENT][NEUTRAL] Uh you can print your own card, you can see your claims that are filed, um, but that will be on that website. It's uh [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, that's thank you, yeah, that's helpful. I'll be able to, uh, go on there and actually do it that way too as well.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes sir, yeah, absolutely.
[CUSTOMER][NEUTRAL] So yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thank you.
[AGENT][NEUTRAL] Is there anything else at all that I may help you with?
[CUSTOMER][NEUTRAL] No, that was it, uh, yeah.
[AGENT][POSITIVE] OK, well, well, thank you very much for contacting AP have a good.