AccountId: 011433970860
ContactId: ff4ee6ea-3e95-494d-bd81-b519e94f4500
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184059 ms
Total Talk Time (AGENT): 86360 ms
Total Talk Time (CUSTOMER): 60246 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/ff4ee6ea-3e95-494d-bd81-b519e94f4500_20250117T14:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. Um, this is [PII], and I was just wondering, um, are you able to like help me create account with ATL? I have the coverage, but like, um, I have, um, insurance through I guess another company, my um job.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was trying to find out how to get my um my, I guess my um
[CUSTOMER][NEUTRAL] What is it? It's not my dental vision. I think, I guess like my Medicare insurance or something, but if I need to go like to the doctor and they will ask like for my insurance.
[AGENT][NEUTRAL] OK, so you, so you're wanting to know, wait, so you do have coverage, you're wanting to know.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you have medical coverage with us.
[CUSTOMER][NEUTRAL] Yeah is there a way
[CUSTOMER][POSITIVE] Yes, yes, that's what I wanna know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can check and see for you and let you know. And can you repeat your name for me, please?
[CUSTOMER][NEUTRAL] Um, [PII] and my last name is [PII]
[AGENT][NEUTRAL] All right, Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. Hold on one moment, I'm gonna try to look it up with your name. If I can't find anything with your name, I, I can try with the social.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, hold on one moment though.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] And I do have two policies here for you, Ms. [PII]. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Um, [PII], uh [PII] and my email is [PII].
[AGENT][NEUTRAL] Alright, and thank you so much for verifying your information and all the information provided is a verification of benefits, not a guarantee of payment. So you have two policies with APL, you have your short-term disability and then your dental policy. Um, so I'm not sure about the medical, but for that, you can just reach out to your HR or um well HR and benefits.
[AGENT][NEUTRAL] Might be the same department. Um, just reach out to them and see who you have for medical and they'll be able to tell you and, and, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Possibly provide a number to reach them if you haven't received your cards and things like that.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, that's it.
[AGENT][POSITIVE] Alright. Well, thank you so much for calling APL. I hope you have a great day and a good weekend.
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][POSITIVE] You're welcome