AccountId: 011433970860
ContactId: 5b7f8f1e-d6e2-46b5-9b1a-a809ee9546ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328320 ms
Total Talk Time (AGENT): 76399 ms
Total Talk Time (CUSTOMER): 56151 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/5b7f8f1e-d6e2-46b5-9b1a-a809ee9546ef_20250129T18:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], this is [PII]. Um, I was calling to get, uh, see if you could send me my, uh, card ID to my email if you don't mind.
[AGENT][NEUTRAL] Yes sir, I can help you with getting the card to your email. [PII], can you please give me your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what's your policy number?
[CUSTOMER][NEUTRAL] I don't know it.
[AGENT][NEUTRAL] OK, what is your social security number and I can pull it in that way.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me find your policy real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, Mister [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, [PII]. [PII]. Uh, you probably got my old number. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me. OK, let me look real quick.
[AGENT][NEUTRAL] And which policy are you needing a copy of your card emailed to?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, are you, are you wanting your dental policy?
[CUSTOMER][NEUTRAL] Yes ma'am, I did on policy.
[CUSTOMER][NEUTRAL] What else policy do I have?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, sir. I'm gonna put you on hold while I get.
[AGENT][NEUTRAL] Hold on real quick and let me look for you.
[AGENT][NEUTRAL] You have a dental policy, a group term life, a critical illness, and an accident.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK.
[AGENT][NEUTRAL] All right. So I'm gonna put you on a brief hold, Mr. [PII] while I pull in your card for you, and I'll be right back, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Mr. [PII], I've got that.
[AGENT][NEUTRAL] Copy of your card on its way by email to you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome you have a good day and thank you for calling APL, sir.
[CUSTOMER][NEUTRAL] You do so.
[AGENT][NEUTRAL] Bye bye.