AccountId: 011433970860
ContactId: b68c52b4-12df-4121-a43b-d00bd29dd75b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209929 ms
Total Talk Time (AGENT): 96328 ms
Total Talk Time (CUSTOMER): 58112 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/b68c52b4-12df-4121-a43b-d00bd29dd75b_20250609T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, my name is [PII] her. I was trying to, well, I had, um,
[CUSTOMER][NEUTRAL] When they use the, well, the insurance card.
[CUSTOMER][NEUTRAL] And I went to CVS and they said that um that I need the PIN, the PIN number and the PC number.
[CUSTOMER][NEUTRAL] On the card
[AGENT][NEUTRAL] OK for your pharmacy um is that not on the back of your card that you have?
[CUSTOMER][NEUTRAL] I don't, I don't see none on the back of the card.
[AGENT][POSITIVE] OK, OK, we got pulled up I can.
[CUSTOMER][NEUTRAL] I don't, I ain't seen the bin now. I'm the.
[AGENT][POSITIVE] Oh, no worries, yeah, I can go ahead and get that uh pulled up and we'll get that uh information together. I'm so sorry, did you say your name was, uh, [PII]?
[CUSTOMER][NEUTRAL] Do her, yes, ma'am.
[AGENT][NEUTRAL] OK, um, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Oh, I'm thinking all my stuff is in the car.
[AGENT][NEUTRAL] Oh that's OK um I could start using your social.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Got it thank you one moment.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick, uh, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] It's [PII] still need her.
[AGENT][POSITIVE] Thank you so much for verifying all of that. Uh, give me just a moment let me get this information pulled up.
[AGENT][NEUTRAL] Alright, and I do have that VIN number whenever you're ready I can also send you this uh email um it's essentially a copy of what's supposed to be on the front and back of your um ID card, but it will have that information on it as well.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Did you want me to go ahead and send that to you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, just to this Gmail account that we've got?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I will go ahead and send that now um before I do, uh, let me know when you're ready and I'll give you that BIN number.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, that is 61.
[AGENT][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] 14.
[CUSTOMER][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 101.
[AGENT][NEUTRAL] So 6.
[AGENT][NEUTRAL] 14
[CUSTOMER][NEUTRAL] It's 61014.
[AGENT][NEUTRAL] 610-114.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] Alrighty, so I will go ahead and send that email as well um, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] That's it, ma'am, that's all.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you bye bye.