AccountId: 011433970860
ContactId: adaee2bd-1473-4e48-a33d-41eac6152861
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205850 ms
Total Talk Time (AGENT): 50568 ms
Total Talk Time (CUSTOMER): 68700 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/adaee2bd-1473-4e48-a33d-41eac6152861_20250102T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you today, [PII]?
[CUSTOMER][NEUTRAL] Good, hey, I emailed my portability election form earlier today and I sent it I marked it for a delivery and a red receipt and I got the delivery receipt back, but then I got an email back from my server that says your message hasn't been delivered because the email might have been incorrect. Is there any way to double check to see if that was received?
[AGENT][NEUTRAL] Yeah, let's take a look, [PII]. Do you have your uh policy number?
[CUSTOMER][NEUTRAL] I do. It is 253-580-5.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK. And then if I could just verify for security your date of birth and address, please?
[CUSTOMER][NEUTRAL] 1111 [PII].
[AGENT][POSITIVE] Alright, thank you so much.
[CUSTOMER][NEUTRAL] I sent that at [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you send it from the email on file? It looks like it's an [PII] or did it come from a different email?
[CUSTOMER][NEUTRAL] No, it came from my work email [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I sent it to [PII].
[AGENT][POSITIVE] Yeah, that's the right email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just scrolling through the inbox.
[CUSTOMER][NEUTRAL] So I thought it was weird.
[AGENT][NEUTRAL] To make sure we got it.
[CUSTOMER][NEGATIVE] Yeah, OK, I got the the relayed email back but then I got that other one back from our server saying it hadn't been delivered.
[CUSTOMER][POSITIVE] Cause I got the relayed one back almost instantly.
[AGENT][NEUTRAL] OK, yeah, I see it in here. I apologize for the confusion, [PII]. I, I, I do see it in the inbox, so the email team will get to it, of course.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. I just wanted to verify that you did receive it. Thank you so much for checking. I appreciate it.
[AGENT][POSITIVE] My pleasure. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.