AccountId: 011433970860
ContactId: 132e1805-2981-4f1b-be14-9329c67b6f09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404269 ms
Total Talk Time (AGENT): 193971 ms
Total Talk Time (CUSTOMER): 155233 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/132e1805-2981-4f1b-be14-9329c67b6f09_20250110T17:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you, [PII]. I'm here with my husband.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, he doesn't speak English, but basically he wants to know about his gap ID card.
[CUSTOMER][NEUTRAL] He has the plan with the, with his employee, but he, he haven't received any ID card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, yeah, I can certainly help you with that. Do you have, can he uh provide his social security number so I can look up the policy?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is his name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And the first name is [PII]
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. Can you verify his home address?
[CUSTOMER][NEUTRAL] Sorry? The what?
[AGENT][NEUTRAL] Can you verify the home address?
[CUSTOMER][NEUTRAL] Oh, OK. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is his email address?
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] [PII] as his name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And then finally, what is a good call back number? What is his phone number?
[CUSTOMER][NEUTRAL] Oh, it's [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, he
[CUSTOMER][NEUTRAL] Wife.
[AGENT][NEUTRAL] All right. Thank you, Ms. [PII]. What I can do, Ms. [PII], is I can email him a copy of the card as well as ask that they mail a copy of his card to him.
[CUSTOMER][NEUTRAL] OK, please.
[AGENT][NEUTRAL] Yeah, I'm gonna
[CUSTOMER][NEUTRAL] OK, I have, I have a question. Oh, so that gap car.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is to cover any
[CUSTOMER][NEUTRAL] Could you explain me the benefits of that card, please?
[AGENT][NEUTRAL] Now, unfortunately, because you are not listed on the policy, I will have to have verbal permission from Mr. [PII] to speak to you regarding
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, benefits.
[CUSTOMER][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] yes.
[AGENT][NEUTRAL] Moy one
[CUSTOMER][NEUTRAL] Yes, bud.
[AGENT][NEGATIVE] No you can this meremio a black consoesposa Rosa de lo beneficial de la polisa.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, OK, [PII].
[AGENT][NEUTRAL] OK, complaer you put uh a black conne or see you you put a black contambien.
[CUSTOMER][POSITIVE] No, yeah, yeah, that's a la pao gracias.
[AGENT][NEUTRAL] OK, grass, just get us some point there.
[CUSTOMER][NEUTRAL] So she, I'm [PII].
[AGENT][NEUTRAL] I see, it's the way up in the end [PII].
[CUSTOMER][NEUTRAL] Uh, let me be.
[AGENT][NEUTRAL] And yes, OK.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Um, is he prefiri or Puerto esca in [PII] or Podemos say it in English?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is that panolle cuche bien.
[AGENT][NEUTRAL] OK, uh, spare me a moment, Tito sto mandando is the tap or email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And in your email but a website is that is in a er on a cuenta in her website Pavelo beneficials tambian.
[CUSTOMER][POSITIVE] OK, perfect too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Italian envoy Pederke nosmanda una targettaor Correo.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Itjalo Manal emailarjeta.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] E
[AGENT][NEUTRAL] Suito.
[AGENT][NEUTRAL] OK madampocorre Cambeen a la casa.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Instipolisa validar con el deli Copagosigur de la sigur principal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I see prince selaarta de Apele con laarta de la Segus principal.
[AGENT][NEUTRAL] Vondovaportten Medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I beneficial for the Hospital Cuandotagriado Hospital.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It can be beneficials for the sala demegena.
[AGENT][NEUTRAL] The urgent care.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Proebus diagnosticos.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Theapia
[CUSTOMER][NEUTRAL] OK, uh, specialistas Core.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Solemente de tratemiento proscimiento echo inla fascia or lack consultan no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, perfect. OK, that CV CV LID.
[AGENT][NEUTRAL] C.
[CUSTOMER][POSITIVE] Muchisima gracias.
[AGENT][NEUTRAL] There's some plus the I I look at my and you that status.
[CUSTOMER][NEUTRAL] Mm, no, magna.
[AGENT][NEUTRAL] OK, gracias Parima apile queasimadios lavediga.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean.
[AGENT][POSITIVE] Gra yes.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye-bye.