AccountId: 011433970860
ContactId: f6317f37-8586-43dd-80ea-985b854da315
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240820 ms
Total Talk Time (AGENT): 156218 ms
Total Talk Time (CUSTOMER): 71375 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/f6317f37-8586-43dd-80ea-985b854da315_20250210T20:45_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I got my insurance card in the mail.
[CUSTOMER][NEGATIVE] And my name is spelled wrong.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Oh, OK, I'm sorry.
[CUSTOMER][NEUTRAL] Um, and I'm just trying to see if that matters.
[AGENT][NEUTRAL] We can, yes, well, we can certainly look at that. And what is your policy number that's listed on there, please?
[CUSTOMER][NEUTRAL] 02587854
[AGENT][NEUTRAL] 854. OK. Thank you. And if I could just verify your name and date of birth and the phone number, please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] I do appreciate that. And how do we, uh, and which name, is it your first name or last name that is?
[CUSTOMER][NEUTRAL] My first name.
[AGENT][NEUTRAL] And how do you spell your first name please?
[CUSTOMER][NEUTRAL] It, it should be it should be [PII]
[CUSTOMER][NEUTRAL] So it's [PII]
[AGENT][NEUTRAL] OK, so, uh-huh.
[AGENT][NEUTRAL] [PII] OK. So um [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's OK. OK. So what we're gonna do, or what I'm going to do, I should say, is I will go ahead and, and uh have a request put in for a new card to be uh generated for you and we're going to have your name corrected so that we can, we can get that taken care of. So yes, that, that is something that we need to do um and uh we will go ahead and do that. Now, is there anything else about the, the card or the benefits? Anything that we need to look at, uh, anything else that might be a problem?
[CUSTOMER][NEGATIVE] No, uh, I'm just trying to see. I see these cards just like they stick to something. Uh, it, it ain't no regular cards, just I can stick in my wallet.
[CUSTOMER][NEUTRAL] Cause the card that I have is just
[CUSTOMER][NEUTRAL] It's like you peel it, you peel it off and it just sticks to something like stick to the refrigerator or the wall or, yeah.
[AGENT][NEUTRAL] Really?
[AGENT][NEUTRAL] Uh, well, that we have one that's like that that comes off of the computer, um, but, uh, let me now the card that I'm gonna be sending you will be just a regular card. It's something that you can put into your wallet. It's just, it's just a regular type of card. Now, um, sometimes they do have stuff that does stick like that, but it's, it's usually um because there is, uh, it's the paper that we use whenever, you know, whenever we're doing it off of the computer. So what we're gonna do this time is that we're just gonna go ahead and send it to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, just through the mail, so I'm going to verify your, um, address please, and then, uh, that's where it'll be coming from.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have uh an address in [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And, and what is it again, please? I just want.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. OK. So what you'll be getting is just a normal card uh that you'll be able to put into your uh wallet and uh we will get that taken care of. So and again, I'm gonna be changing it to L A T A V I O U S.
[AGENT][NEUTRAL] And that will be, OK. All right, um, you should be getting, let's see, if I do this today, um, today is Monday, you should, it should go out in the mail by tomorrow and I don't know how long it takes the mail to get the things, but it usually takes about 7 business days, if not less, so when you get your new card.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, sounds good. And that, that's just done right.
[AGENT][POSITIVE] This is just dental, that's correct, yeah.
[CUSTOMER][NEUTRAL] OK, because I don't know it. OK, OK, got you.
[AGENT][NEUTRAL] Yeah, so it's just gonna be that dental card um that you've got. It's gonna just be a replacement for that with the right name and, and an actual real card rather than uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The the stick on.
[CUSTOMER][POSITIVE] Alright, sounds good.
[AGENT][POSITIVE] OK, well, thank you very much for contacting ATL and bringing this to our attention and uh you have a very good afternoon. Thank you for calling us.