AccountId: 011433970860
ContactId: 58688c9d-05a6-4fb0-b553-e7c24c71fefb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193279 ms
Total Talk Time (AGENT): 77250 ms
Total Talk Time (CUSTOMER): 72220 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/58688c9d-05a6-4fb0-b553-e7c24c71fefb_20250103T18:06_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, how are you doing today, Mrs. [PII]? I was calling because I need a new ID card emailed to me. I haven't got my new one for this year, and I, I got, I got, I need to run by the urgent care, so I need a new card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely I can get that ID card sent to you. Uh, what was your name?
[CUSTOMER][NEUTRAL] Uh, first name [PII], last name [PII], [PII]
[AGENT][NEUTRAL] OK, and [PII], if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, policy, would that be my member number?
[AGENT][POSITIVE] Oh, we can give that a shot, yeah.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 44
[CUSTOMER][NEUTRAL] 1344.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] All right. Just gonna verify some information really quick, [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] May I get your mailing address please?
[CUSTOMER][NEUTRAL] Um, the mailing address, I, I don't know if the third party updated it yet, but the one they had on file for, for this one is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That's it. Thank you.
[CUSTOMER][NEUTRAL] Yeah, see that they haven't updated.
[AGENT][NEUTRAL] OK, OK, um, last thing I need [PII] is the uh email address that we've got on file for you looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying all that information. So this policy is actually going to be I don't have access to the ID cards or benefit information it's going to be through, uh, they're called Web TPA. I can give you their phone number and then I can transfer you if you'd like.
[CUSTOMER][NEUTRAL] Uh yes ma'am, please uh hold on.
[AGENT][NEUTRAL] OK, let me know when you're ready for that number.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Yes, and if there's a disconnect where you have to call that number back, you would select option 3.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alrighty, did you want me to go ahead and transfer you now?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alrighty, just gonna put you on a brief hold while I get them on the line. I hope you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] OK you too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to We TPA, the administrator for the limited benefit health insurance program.
[CUSTOMER][NEUTRAL] Please note