AccountId: 011433970860
ContactId: fc7ecd49-4c8a-4530-b082-a58027209b2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 625539 ms
Total Talk Time (AGENT): 99229 ms
Total Talk Time (CUSTOMER): 112639 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/fc7ecd49-4c8a-4530-b082-a58027209b2e_20250117T17:40_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] Good morning ma'am. I've been trying to download my ID card on the website, but it's only showing me the [PII] and [PII].
[CUSTOMER][NEUTRAL] Um, cards, I know the number might be the same, but is there any way we can have like an updated one?
[AGENT][NEUTRAL] Um, I can check and see if there is an updated 1 may I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure. My name is [PII] Last name is [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 904
[CUSTOMER][NEUTRAL] 66,660.
[AGENT][NEUTRAL] OK. And what is the policy number?
[CUSTOMER][NEUTRAL] One second, let me do that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so I have the, the group number 23824.
[AGENT][NEUTRAL] Do you see the policy certificate number?
[CUSTOMER][NEUTRAL] No, I don't, because the card online doesn't show anything else than that. I have the certificate number, well, in hospital and outpatient. That's it.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm, that's it.
[AGENT][NEUTRAL] That's it, yeah, that's the policy number. Go ahead with that number.
[CUSTOMER][NEUTRAL] OK, so 02154.
[CUSTOMER][NEUTRAL] 27
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. And may I verify your date of birth, mailing address, and email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the email address on file?
[CUSTOMER][NEUTRAL] And what else did you need?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. All right, let's see what we add.
[AGENT][NEUTRAL] OK. Um, do you see the policy um number 2301203 with effective date [PII]?
[CUSTOMER][NEUTRAL] Um, I, I saw the 23 card too, yes, that has a different card, uh, number on it. Is that the one that's valid?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That is the valid one, yes. It's the one that is uh [PII]. And that one hasn't changed. So it's gonna be the same one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else?
[CUSTOMER][NEGATIVE] Is there any way you could send that to me by email? because I've been trying to download it on the site and it tells me um that they have technical technical difficult difficulties right now.
[AGENT][NEUTRAL] Oh, sure, yes. Um, do you mind holding for me while I send this out to you right now?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. OK, I went ahead and send that over to you. Do you wanna check and see if you got it?
[CUSTOMER][NEUTRAL] I guess you're not working out.
[CUSTOMER][NEUTRAL] Sure, one second.
[AGENT][NEUTRAL] Mm sure.
[CUSTOMER][NEUTRAL] Um, I haven't received it yet.
[CUSTOMER][NEUTRAL] [PII], huh?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Let me double check. Let me check my junk mail maybe.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Nothing there.
[AGENT][NEUTRAL] OK, let me refresh my system.
[AGENT][NEUTRAL] OK it says it was completed. Yeah, OK. All right.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Yes, got it now.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I'm help you with today? You're welcome. OK, have a good day. You're welcome. Thank you for calling ATL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that'll be all thank you very much.
[CUSTOMER][NEUTRAL] You too bye bye.