AccountId: 011433970860
ContactId: ef1a6bfd-16dd-4b05-bb2b-c9f44b52f656
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244220 ms
Total Talk Time (AGENT): 106369 ms
Total Talk Time (CUSTOMER): 49557 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/ef1a6bfd-16dd-4b05-bb2b-c9f44b52f656_20250108T17:03_UTC.wav
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[AGENT][NEUTRAL] CHTO my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, trying to find out if someone has dental coverage.
[AGENT][NEUTRAL] Yes, I can help with the coverage and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, yes, and the policy number, please?
[CUSTOMER][NEUTRAL] On the it's on the on the card.
[AGENT][NEUTRAL] Yes, it should begin with a 01 or 02.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I see a
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Is this for your, is this your insurance is this, are you with the provider?
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] It's my insurance. I don't see it on the card. I see uh uh a D.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, let's see if we can find it by your name. Um, how do you spell your last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm sorry, my phone keeps cutting in and out. Do you mind telling me that again, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, and your first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Let me see if I can find it that way.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, um, I don't have you in our system, uh.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Let me just check one other thing. If I could um check your social security number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me try that, um, because it's not coming up by your name.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm very sorry, I don't show you in our system at all. Um.
[AGENT][NEUTRAL] Uh, the, the card that you have, what does it, what does it say on it? Is it benefits in a card or?
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] Uh, it's say the 90 degree benefit.
[CUSTOMER][NEUTRAL] Uh, has surge at the top. They have the group number, the medical multiplan pharmacy el elixir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is 3rd staffing, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Checking.
[AGENT][NEUTRAL] Well, um, I don't show that you, uh, uh, that we do, we do, uh, cover surge staffing, um.
[AGENT][NEUTRAL] But I don't have you listed as as one of the people that we're that we're covered. Now it could be that we just haven't received your your paperwork yet from the human resources, uh, your human resources, the one at surge, um, so you can contact them and and see if uh if they have sent the documents in to APL, um, but I do not show that, uh, I'm, I'm not seeing you anywhere on here, um, yet. Now that doesn't mean that they won't send it to us. It's just that I don't see it at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well that's what I needed to know.
[AGENT][POSITIVE] OK, well, if there's anything else I can help with, and thank you for um contacting ATL. You have a very good afternoon.
[CUSTOMER][POSITIVE] Alrighty.