AccountId: 011433970860
ContactId: 3d8c42c2-0aa0-4a46-8817-f3e542e78025
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260630 ms
Total Talk Time (AGENT): 145539 ms
Total Talk Time (CUSTOMER): 79671 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/3d8c42c2-0aa0-4a46-8817-f3e542e78025_20250109T20:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII], how are you doing? This is [PII] over in [PII].
[AGENT][NEUTRAL] Hi, [PII]. How are you doing?
[CUSTOMER][NEUTRAL] 51
[CUSTOMER][NEUTRAL] Uh, y'all had a good holiday?
[AGENT][NEUTRAL] How can I help?
[AGENT][POSITIVE] We did. Always too short, but you know, hey, can't complain.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Right on, right on.
[CUSTOMER][NEUTRAL] Uh, my customer, uh, one hour.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] One hour
[CUSTOMER][NEUTRAL] Home Comfort Enterprises.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, have they been issued their gap cards yet?
[AGENT][NEUTRAL] And you said it was one hour. Let me look.
[CUSTOMER][NEUTRAL] Because I went on
[CUSTOMER][NEUTRAL] Yeah it's Home Comfort Enterprises.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It's gonna be uh let me, let's see.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Let's see how.
[CUSTOMER][NEUTRAL] 18735.
[AGENT][NEUTRAL] 6735.
[AGENT][NEUTRAL] Did they make a plan change at renewal or anything?
[CUSTOMER][NEUTRAL] No, no, ma'am.
[AGENT][NEUTRAL] OK, then they, if they didn't make a plan change, they typically don't get new cards unless there are new insured or um insureds who are making like a change in like their coverage tier, so.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] This, this lady is new. She's uh [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look at her.
[CUSTOMER][NEUTRAL] [PII] 6939.
[AGENT][NEUTRAL] I don't see her enrolled yet. Let me see if she's pending.
[AGENT][NEGATIVE] No, embossed.
[AGENT][NEUTRAL] She is like, she will be probably active tomorrow. Let me see if I can see if her ID card has been.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Tomorrow.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I mean she'll have an effective date of [PII] but her policy will be active probably tomorrow after an overnight download no her ID card has not been um.
[AGENT][NEUTRAL] Sent to her yet. Let me, let me see if I, if they created one yet. So hold on tight for me. I can send you like a temporary if I happen to have one already.
[CUSTOMER][NEUTRAL] Issue
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][NEUTRAL] 8
[AGENT][NEUTRAL] Well darn, I do not. I don't have one yet, but um usually as soon as the policy is active, a policy, um, ID card is available. So, um, if you will do me a favor and give us a call back tomorrow and ask us to check, um, let me give you her policy number. Um, it is 258.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5395 and if you give us a call tomorrow, I'll be happy to check and see if that ID card has been created yet.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] 258. Where, where do you get that number from?
[AGENT][NEUTRAL] That's her her policy number has already been created. It's just not active yet until an overnight download. So, um it's 258-539-5.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 2589.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 53.
[CUSTOMER][NEUTRAL] 39.
[CUSTOMER][NEUTRAL] 258-53.
[AGENT][NEUTRAL] Yeah, yes, 95.
[CUSTOMER][NEUTRAL] 53.
[AGENT][NEUTRAL] 5395.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] We got it.
[CUSTOMER][NEUTRAL] Yeah, that was a lot of, a lot of.
[AGENT][NEUTRAL] Yeah, just give us.
[AGENT][POSITIVE] Give us a call tomorrow and I'll be happy to look it up again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll do it.
[AGENT][POSITIVE] Thanks, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] All right my dear bye bye.
[AGENT][NEUTRAL] Bye.