AccountId: 011433970860
ContactId: e2d619af-0395-4b05-ae20-47700fd78ac6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143660 ms
Total Talk Time (AGENT): 65256 ms
Total Talk Time (CUSTOMER): 75897 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/e2d619af-0395-4b05-ae20-47700fd78ac6_20250129T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to see if um a baby has been added to a mom's uh policy.
[AGENT][NEUTRAL] Yeah, I can check that um let's see, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and we were just needing to see if uh a member was added successfully to a plan.
[CUSTOMER][NEUTRAL] Yeah, it's a, it'll be a newborn. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you, um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Yeah, absolutely. And my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and I'm at extension [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I do. Um, the policy number that I have here is 011.
[CUSTOMER][NEUTRAL] 492-76
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And uh what was the name and date of birth for the um we just do the primary is fine.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK. So the primary is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. uh, so the policy number you gave me actually terminated, um, [PII]. If you'll give me one moment, I'll see if she has one that's active. Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] She does not.
[CUSTOMER][NEUTRAL] Yeah, I asked mom if she still has no, OK.
[AGENT][NEUTRAL] Yeah, the last policy she had with us terminated in [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. I don't know how the hospital got this cause we got the information from the hospital and she gave birth.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No idea.
[CUSTOMER][NEUTRAL] So I saw it in our system. So, OK, yeah, cause I.
[AGENT][POSITIVE] It was worth a shot.
[CUSTOMER][NEUTRAL] Yeah, I asked mom and she was like uncertain. I'm like, well, first I can do is call and verify and make sure.
[AGENT][NEUTRAL] Exactly, never know. Yeah, so many people have these for years and don't even realize, so.
[CUSTOMER][NEUTRAL] Right, yeah, that's what she told me.
[AGENT][POSITIVE] Yeah, right, was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much for all your help.
[AGENT][POSITIVE] Alright, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.