AccountId: 011433970860
ContactId: d25faec7-2687-45e5-b1cd-67e1aa8d046b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77680 ms
Total Talk Time (AGENT): 25782 ms
Total Talk Time (CUSTOMER): 25188 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/d25faec7-2687-45e5-b1cd-67e1aa8d046b_20250115T20:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I don't know why I was transferred back to you all. I was trying to get in touch with um.
[CUSTOMER][NEUTRAL] Well TPA about my policy, the um insurance certificate that I have. It, it didn't have the correct plan on it, but they transferred me back to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Oh, goodness. I'm so sorry. Do you have um
[CUSTOMER][NEUTRAL] I don't know why.
[AGENT][NEUTRAL] I can call them back and get him back on the line. Do you have their direct number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh, OK. All right. Um.
[AGENT][NEUTRAL] Sorry about that. Let me get somebody back on the line with web TPA just one moment please.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to TPA