AccountId: 011433970860
ContactId: d89f61c5-2f31-4ea2-8a84-54b55df3583c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187279 ms
Total Talk Time (AGENT): 55021 ms
Total Talk Time (CUSTOMER): 54400 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/d89f61c5-2f31-4ea2-8a84-54b55df3583c_20250117T14:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This is [PII] with Hydrotech Systems and I have an employee that's on an account and I need to know if it's just him or he and his family.
[AGENT][NEUTRAL] OK. Sure. I can assist you with that information, Miss [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] I can't.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And what's the group number?
[CUSTOMER][NEUTRAL] 9367
[AGENT][NEUTRAL] 367. OK, thank you.
[AGENT][NEUTRAL] And you say you're calling on behalf of the group correct?
[CUSTOMER][POSITIVE] Right, that is correct, um.
[AGENT][NEUTRAL] OK, may I have the name and address of the group?
[CUSTOMER][NEUTRAL] It's Hydratech Systems Inc [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and uh the email address on file for verification.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. All right, and let's see.
[AGENT][NEUTRAL] What is the name of the employee?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The policy number is 623949.
[AGENT][NEUTRAL] OK. And do you have um his date of birth for verification?
[CUSTOMER][NEUTRAL] see if I can find it right quick.
[CUSTOMER][NEUTRAL] I'm [PII], but it doesn't have a year. I'll have to go somewhere else on the year.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, OK. All right, so, um, Miss [PII], this is a family plan.
[CUSTOMER][NEUTRAL] So his wife and his daughter was on it. It is a family plan. OK, that's what they needed.
[AGENT][POSITIVE] It is a family plan, yes. Mhm. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what I need to know. That's all I need to tell him. He couldn't remember. All right, thank you for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, no problem. Sure. You're welcome, Miss [PII], and thank you for calling ATL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you