AccountId: 011433970860
ContactId: a008d122-f3e0-426b-a91b-95933be61a9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277640 ms
Total Talk Time (AGENT): 124687 ms
Total Talk Time (CUSTOMER): 99447 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/a008d122-f3e0-426b-a91b-95933be61a9c_20250213T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, may I speak to [PII]?
[AGENT][NEUTRAL] Um, I can see if she is available. Give me just a moment. Um, what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] [PII]. She's the one that is, is, I mean, is taking care of my claims, so.
[AGENT][NEUTRAL] OK, and then really quick if you.
[AGENT][NEUTRAL] Sure, OK, um, can I get a good call back number from you first, you know, in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02548.
[CUSTOMER][NEUTRAL] 800.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, you just gonna verify some information really quick. 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] [PII].
[AGENT][NEUTRAL] OK, thank you. Last thing I need is the email address we've got on file for you uh looks like it is through your employer.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that information [PII]. Give me just a moment. I'm gonna put you on a brief hold. uh, I'll see if uh [PII] is available.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Damn it.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, [PII], sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so they are all actually in a meeting at the moment if you would like I can send her um your information and just have her give you a call back as soon as she's available.
[CUSTOMER][NEUTRAL] OK. Uh, the only problem is that I'm a teacher and right now I'm on my break and I will be on my break until [PII].
[AGENT][NEUTRAL] OK, are you, um, Central time?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, so I'm not quite sure when they will get out of their meeting. Um, was there anything I could help you with or what did you just wanna talk to [PII] since she's been helping you?
[CUSTOMER][NEUTRAL] Well, I mean, I just, uh, I, uh, faxed some information from the doctors that they needed, and I wanted to uh give her another name of another cardiologist that my husband uh so uh the last few months.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Because, uh, the one that I gave her, the cardiologist, um, he moved, so they gave him a different cardiology, but um I didn't give her the last name, so maybe if they need some information from him, I don't know.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, I see, so I'm not quite sure how long she will be here today, um, but when I know you said you're on a break right now, um, when would you be available after [PII] if.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Possible.
[CUSTOMER][NEUTRAL] Probably, um, about [PII].
[AGENT][NEUTRAL] OK, so, uh, again I'm not quite sure what her schedule is, um, but I know our office closes at [PII], um, so I'll go ahead and shoot her a message now so hopefully she'll be able to get with you, um, to just be able to squeeze in some time to be able to touch base with you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me verify really quick. I'm just gonna read back that callback number that you gave me to make sure I heard it correctly that was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK alright I will get with her and she'll get with you just as soon as she can.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, you're very welcome. I hope you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye-bye. Bye.