AccountId: 011433970860
ContactId: 0ed9cf40-ced7-4333-872b-b5bf024e4901
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123680 ms
Total Talk Time (AGENT): 33001 ms
Total Talk Time (CUSTOMER): 100835 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/0ed9cf40-ced7-4333-872b-b5bf024e4901_20250121T15:56_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, [PII]. Happy double Monday. How are you?
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] Yes, how are you?
[CUSTOMER][NEUTRAL] That's OK. That's just nothing but fires today, hey, um.
[AGENT][NEUTRAL] Yeah, same.
[CUSTOMER][NEUTRAL] I know, hey, look, I, I just have a question. So the question is.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I, I just got an email from an HR director who CC the insured asking why his card isn't, uh, why he hasn't received the card, and I, I was gonna, and I did blame myself saying that at, uh, the end of September something happened to Microsoft.
[CUSTOMER][NEUTRAL] And I couldn't use my normal, uh, email address, so it might have been my fault not sending that, but I checked and I did send it up to APL. So, just between you and me, I sent it up to [PII] to process because this benefit starts 10-1 of last year for this guy and his spouse. But I, I don't want to rely, uh, on [PII]. Who do I call to get a card generated, you know, within a day's time.
[AGENT][NEUTRAL] OK. Uh-huh.
[CUSTOMER][NEUTRAL] Uh, when I have the HR, you know, on top of me like white on rice, is there, do I just send it to customer service?
[AGENT][NEUTRAL] Yeah, I mean.
[AGENT][POSITIVE] Yeah, you can try customer service. I mean we can also do it as well like we can.
[AGENT][POSITIVE] We can ask or like get one ordered also, so it's just, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, I just want to know what the protocol, it rarely happens, but I know everybody's busy, but it, it seems to happen just a little bit more, but that's just with the volume coming in. All right, I was just curious who I can send it to. I just hate to bother [PII] all the time, but I appreciate it.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, do you, are you gonna send it in to us and then we'll get it ordered?
[CUSTOMER][NEUTRAL] No, I, I told, uh, this will be the last favor for 3 months for [PII]. Then I'll just, I'll send it up to everybody else. I, yeah.
[AGENT][NEUTRAL] OK, OK. So she's taking care of it. OK.
[CUSTOMER][POSITIVE] Yeah, I, I just don't abuse my favors, you know, because it's usually never my fault, usually. OK, [PII]. All right, thanks a lot. All right, be good. All right, bye.
[AGENT][NEUTRAL] No, I understand.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Of course, good day. Bye.