AccountId: 011433970860
ContactId: a035b220-9ecc-4dfd-a8ff-d893faae7968
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214699 ms
Total Talk Time (AGENT): 116201 ms
Total Talk Time (CUSTOMER): 61684 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/a035b220-9ecc-4dfd-a8ff-d893faae7968_20250204T22:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling about getting new, uh, new ID cards or just, yeah, the cards I need. My cards are worn out. How can I get the new cards?
[AGENT][NEUTRAL] Sure, I can have you uh new ID card sent to you. Um, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, I do, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's uh 02290740.
[AGENT][NEUTRAL] All right, thank you. And uh what was um
[AGENT][NEUTRAL] Oh sorry, one moment. OK, there we are, uh, this was for your dental.
[CUSTOMER][NEUTRAL] Oh, OK, and my other one.
[CUSTOMER][NEGATIVE] I can't see the other car. It's so worn out, yeah.
[AGENT][NEUTRAL] Oh no worries. OK, I'll, I'll take a look at all of your policies with us, um, just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. All right, thank you for verifying that. Give me one moment, let me get this pulled up. OK, so I've got a couple options for you. I can email you a copy of the ID card. I can mail you one or I can do both. What would you prefer?
[CUSTOMER][POSITIVE] Uh, both, both are good.
[AGENT][NEUTRAL] OK, um, I don't have an email address on file for you. What's a good email for you, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Got you, OK.
[AGENT][NEUTRAL] All right, I will get that sent to you. Let me go ahead and verify your other one as well.
[AGENT][NEUTRAL] OK, so for your other policy, um, as your hospital indemnity, I would actually not be able to send those to you as they're handled by, um, they're called Web TPA. Now I can give you their phone number and transfer you to them if you'd like.
[CUSTOMER][NEUTRAL] OK, yeah, sure, uh, let me get.
[AGENT][NEUTRAL] OK, um, before I do, just so you've got it for your records, um, I can go ahead and give you that policy number at least.
[CUSTOMER][POSITIVE] OK, alright, alright, I'm ready whenever you are, yeah, I'm ready.
[AGENT][NEUTRAL] Let me know when you're ready for that. OK, so that is 02.
[AGENT][NEUTRAL] 29
[AGENT][NEUTRAL] 0768.
[CUSTOMER][NEUTRAL] Alright, OK.
[AGENT][NEUTRAL] OK and then um I'll also go ahead and give you their phone number just in case there's a disconnect um are you ready for that number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alrighty, it is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] alright got it.
[AGENT][NEUTRAL] And did you want me to go ahead and transfer you now?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Alrighty I'm just gonna put you on a hold while I get them on the line. I hope you have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator.
[CUSTOMER][NEUTRAL] Due to severe winter weather.