AccountId: 011433970860
ContactId: 5ba2f371-28dd-49b9-82a1-5b69d181abaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117080 ms
Total Talk Time (AGENT): 72880 ms
Total Talk Time (CUSTOMER): 41130 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/5ba2f371-28dd-49b9-82a1-5b69d181abaf_20250516T12:21_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Good morning how are you?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][POSITIVE] I'm good. I am calling to get benefits and eligibility for a member please.
[AGENT][NEUTRAL] I can certainly help you with benefits and eligibility, but right at this moment my system is down. um, I don't have access to it at all and so what I'm doing or what we are doing is, uh, if I could take your name, uh, the policy number, and then a good callback number, I'm expecting the, uh, system to come back up this morning. So if you don't mind contacting, I mean, excuse me, I'm sorry, if you don't mind giving me your information so that I can, um.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] I can uh call you back if you, if you could do that please.
[CUSTOMER][NEUTRAL] Of course. That's fine. OK, my name, my name, my name is [PII]
[AGENT][NEUTRAL] And what is, yeah, what is your name?
[AGENT][NEUTRAL] [PII], thank you. And what is that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 02462858.
[AGENT][POSITIVE] Thank you and what is a good callback number that I can uh have for you, please?
[CUSTOMER][NEUTRAL] Yeah, [PII] and my direct extension is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me repeat this back to you because I am having a little trouble with my phone.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, it was my, uh, yeah, with my phone. So I've got [PII] with an extension of [PII]. Does that sound right, [PII]?
[CUSTOMER][POSITIVE] Right, yes, that's correct.
[AGENT][POSITIVE] OK, well, thank you very much for contacting us. I will be calling you back later this morning, um, with that uh eligibility and benefits, and I am sorry for the inconvenience.
[CUSTOMER][POSITIVE] OK, perfect. No, it's OK. I understand. Thank you so much [PII] have look forward to speaking to you.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] Mm thanks for contacting me. Thanks for contacting ATF.
[CUSTOMER][NEUTRAL] OK.