AccountId: 011433970860
ContactId: 9ec829c3-40d7-4f2a-8375-5b1ba3e08d66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84889 ms
Total Talk Time (AGENT): 40667 ms
Total Talk Time (CUSTOMER): 26820 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/9ec829c3-40d7-4f2a-8375-5b1ba3e08d66_20250108T18:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Relation Insurance, and I am needing to order an ID card to be mailed to an individual at Creek County. I was able to pull up her temporary, but I'm not able to figure out how to actually send one by mail.
[AGENT][NEUTRAL] Um, you wouldn't be able to. Online is, uh, is only the temporary card, but, um, I can certainly, uh, get one sent to the insured. Do you have a policy number for the insured?
[CUSTOMER][NEUTRAL] Yeah it is 02280947.
[AGENT][NEUTRAL] OK, let me look up
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's for [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah, sure, let me, uh, put that order in. It usually takes about 72 hours to get it printed and mailed, um, and then do you want it sent to the insured directly, or? OK, OK, perfect. Yeah, I can put that in for you and, um, like I said, it takes about 72 hours.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright perfect thanks so much for your help.
[AGENT][POSITIVE] Oh no problem thanks for calling ATL. bye bye.
[CUSTOMER][NEUTRAL] Alright you too bye bye.