AccountId: 011433970860
ContactId: 9a767729-e55c-4714-90ba-66c77e91533c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 432399 ms
Total Talk Time (AGENT): 108558 ms
Total Talk Time (CUSTOMER): 377464 ms
Interruptions: 13
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/9a767729-e55c-4714-90ba-66c77e91533c_20250122T18:10_UTC.wav
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[CUSTOMER][NEUTRAL] blowing up right now.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, how are you? Uh, yes, I'm calling because I would like to know my, my ID number. I'm a member of, uh, United.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] OK. So you just need your policy number, that's what we're looking for?
[CUSTOMER][POSITIVE] Yes, please, yes please.
[AGENT][POSITIVE] OK, I'm happy to do a search. I can search by your name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] You're gonna have to spell your name for me.
[CUSTOMER][NEUTRAL] OK, it's [PII], like, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is the last name [PII]
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you spell the rest of it, please?
[CUSTOMER][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] the.
[AGENT][NEUTRAL] And your first name is spelled [PII]
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] And the last name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Are you the policy holder?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] I'm not pulling anything up by your name. Do you mind giving me your social?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] [PII]
[AGENT][NEGATIVE] Man, that's too many numbers.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The what? I'm sorry? [PII].
[AGENT][NEUTRAL] So that would be like a phone number. I'm asking for your social security number.
[AGENT][NEUTRAL] I'm asking for your social security number.
[CUSTOMER][NEUTRAL] Yes, [PII]. [PII].
[AGENT][NEUTRAL] OK, so [PII]. Is that correct?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] [PII]. Yes, yes.
[AGENT][NEUTRAL] Address
[AGENT][NEUTRAL] Here's your policy number. Are you ready? Do you have something to write this down?
[AGENT][NEUTRAL] 02565796.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Like 3.
[AGENT][NEUTRAL] 02565796.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Do you think that you can send me the card, please?
[AGENT][POSITIVE] Yeah, absolutely, uh, let's see, do you have a good email? I can send you one via email.
[CUSTOMER][NEUTRAL] I mean I feel like a kind of.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh sure, it's uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So [PII]?
[CUSTOMER][NEUTRAL] Mhm, yes, [PII].
[AGENT][NEUTRAL] OK, so I will email you a card. You should have that in the next 5 minutes or so, OK?
[CUSTOMER][POSITIVE] Oh perfect, perfect, thank you so much.
[AGENT][POSITIVE] Yeah, you're welcome. Have a good one.
[CUSTOMER][NEUTRAL] The