AccountId: 011433970860
ContactId: 1fdeed76-7980-413d-b977-7029de5ca31f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 749460 ms
Total Talk Time (AGENT): 178098 ms
Total Talk Time (CUSTOMER): 289566 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/1fdeed76-7980-413d-b977-7029de5ca31f_20250225T17:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] I'm good how are you doing this morning?
[CUSTOMER][POSITIVE] Good, good. This is [PII]. I spoke with you like uh 2 days back anyway. Everything is OK?
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Everything's going good, Ms. [PII]. How are, how are things going for you today?
[CUSTOMER][POSITIVE] Good, good. It's an excellent weather. The reason I'm calling is regarding this group number 17021.
[AGENT][NEUTRAL] OK, let me pull up that group real quick, Ms. [PII].
[CUSTOMER][POSITIVE] Same. Thank you very much, [PII].
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Ms. [PII], how can I help you with this group today?
[CUSTOMER][NEUTRAL] We have this participant. His name is [PII].
[CUSTOMER][NEUTRAL] That's done.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] To make your life easier, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me see if I can find the.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Insured, you're very welcome.
[AGENT][NEUTRAL] OK, can you repeat? I'm sorry, that policy number one more time for me. I think I got one digit off.
[CUSTOMER][NEUTRAL] OK. It is 17021.
[AGENT][NEUTRAL] OK, that's the group number and then what was um Keanos's policy number?
[CUSTOMER][NEUTRAL] Uh, [PII], I gave you his date of birth, ma'am.
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Correct. He's with South Miami inpatient physician.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And can you spell his last name for me, please?
[CUSTOMER][NEUTRAL] Sure, sure. It's [PII]. That's sun.
[AGENT][NEUTRAL] That's done. OK, let me see if I can't find him.
[CUSTOMER][NEUTRAL] Yeah, and the first name [PII] like [PII] Susan Hospital.
[AGENT][NEUTRAL] OK, thank you. All right, let me see if I can find him real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Alright, I, I believe I have him right here.
[AGENT][NEUTRAL] OK and uh what is the question you have about his policy?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The reason he's requesting his ID card with APL seems like he, he don't have it, yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, all right, let me see real quick, let me.
[CUSTOMER][NEUTRAL] Thank you. Would you mind like email it to?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, what is that email address again for the, the insured? I will need to, um, we don't have it in the system, so I'll need to enter it.
[CUSTOMER][NEUTRAL] Mm, one second.
[AGENT][NEUTRAL] And you did say you wanted it emailed to him, right?
[CUSTOMER][POSITIVE] Yeah, if you don't mind, if you can do it, please.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah. Let me give you his email address, 1 2nd.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Or you can email it also to me, to, to, to, to the agent for this group. [PII], you have it in, in record. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And meanwhile I'm gonna see one second it is.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, who I want, I said, uh, [PII].
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] That's done. OK, his email, his, his email address is like his name [PII].
[AGENT][NEUTRAL] Oh, I do see [PII], OK, so.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, I'm gonna put you, yes ma'am, I'm getting it together. I'm gonna put you on a brief hold while I get this card together and I'm gonna go ahead and email it to both of you so we make sure that he gets it, OK?
[CUSTOMER][POSITIVE] Excellent, excellent, yes, I'm on hold with you because I have, I have another question, but let's finish the first one. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK Miss [PII], thank you for holding I've got that email on its way to both of you right now.
[CUSTOMER][NEUTRAL] Oh, OK, thank you. Let me see.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let me refresh it, it's gonna take like a few minutes.
[AGENT][POSITIVE] Yes, it'll take a little bit for it to come through, yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, OK, now in the same list, ma'am, if you don't mind.
[CUSTOMER][NEUTRAL] We have [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] The last name [PII].
[CUSTOMER][NEUTRAL] I'm sorry, I think I, I, I took you to [PII] today.
[AGENT][POSITIVE] Oh wow.
[AGENT][POSITIVE] Yes, you did, but I love [PII], so it's, that's not a bad thing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, good. So his date of birth in this in the same group. I hope that you're still in the same page.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. His date of birth is [PII].
[AGENT][POSITIVE] OK, thank you and then.
[AGENT][NEUTRAL] Again, I'm gonna need for you to spell first name and last name for me so I make sure I get the right insured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][NEUTRAL] The first thing.
[CUSTOMER][NEUTRAL] It's gonna be [PII]. It's like.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] U
[CUSTOMER][NEUTRAL] M like Mary, A like Apple, B like bo[PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], sorry, R R, sorry.
[AGENT][NEUTRAL] OK and then how do you spell the last name please?
[CUSTOMER][NEUTRAL] The last name is gonna be [PII] uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. I've got him pulled up.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what are the questions you have for this policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This policy, we need to add his wife as a dependent with him in the coverage.
[CUSTOMER][NEUTRAL] Effective [PII].
[AGENT][NEUTRAL] OK, so what you're gonna need to do is um send us.
[CUSTOMER][NEUTRAL] Is to send an email to care team.
[AGENT][POSITIVE] Yes, send it, yes, and we will take care of it for you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. Uh, seems like I received the ID. One second.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Why I'm not being able to open it? let me see what's going on download. I need to download it, I think.
[AGENT][POSITIVE] That's OK. Take your time.
[CUSTOMER][NEUTRAL] Secured and public, um.
[AGENT][POSITIVE] You're so welcome.
[CUSTOMER][POSITIVE] Thank you so much, ma'am.
[CUSTOMER][NEUTRAL] You have a great day. I'm gonna, I'm gonna go ahead now and, and send the, yeah, I'm not being able to open it. I don't know why I, I try. I'm clicking on the attachment.
[AGENT][NEUTRAL] I that's everything?
[CUSTOMER][NEUTRAL] But unfortunately it's see uh OK now.
[CUSTOMER][POSITIVE] Yes, yes, I got it. Thank you.
[AGENT][POSITIVE] Oh, perfect, perfect. You're very welcome, [PII].
[CUSTOMER][POSITIVE] Thank you. Thank you. You have a great day. I hope you enjoyed the India today.
[AGENT][NEUTRAL] You too.
[AGENT][POSITIVE] Yes, thank you. I enjoyed the lesson. Appreciate you, Miss [PII]. Bye-bye. Have a blessed day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] By