AccountId: 011433970860
ContactId: 21b19379-1b6b-4965-b102-76a570035bf2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 678559 ms
Total Talk Time (AGENT): 132965 ms
Total Talk Time (CUSTOMER): 370867 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/21b19379-1b6b-4965-b102-76a570035bf2_20250430T14:12_UTC.wav
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[AGENT][NEUTRAL] I assist you
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, yeah, I haven't received my APL card and I was wondering when it might come out.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have a callback number for you and your name?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Uh, [PII] or [PII], it's under [PII].
[AGENT][NEUTRAL] Do you, do you know your policy number?
[CUSTOMER][NEUTRAL] Yeah, uh, yes, uh, that's that YUB.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 927.
[AGENT][NEUTRAL] It's not it.
[CUSTOMER][NEUTRAL] 98
[CUSTOMER][NEUTRAL] That's not it.
[AGENT][NEUTRAL] No, sir. Give me your last name. What's the spelling of your last name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] And your first name you said is [PII]?
[CUSTOMER][NEUTRAL] Oh, that's dental.
[CUSTOMER][NEUTRAL] Uh, [PII], yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII], maybe.
[AGENT][NEUTRAL] What city and state do you live in, [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEGATIVE] I received my Blue Cross cards, but I haven't got uh.
[AGENT][NEUTRAL] And [PII], what is your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] No, uh, [PII].
[AGENT][NEUTRAL] OK, so this.
[AGENT][NEGATIVE] Give it to me one more time, it just deleted the whole number.
[CUSTOMER][NEUTRAL] OK OK [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Would you like for me to, would you like to provide an email address for us to have on file for you?
[CUSTOMER][NEUTRAL] Uh, you can, yes ma'am. Uh, it's, uh, [PII]
[AGENT][NEUTRAL] What is it?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So I have [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so you're calling about your card, so let me verify.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See if it's even in the system. If your policy became effective [PII], you should have received it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's what I was thinking.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have to come out and look and see and see I've got trees down right now but.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] 29.
[AGENT][NEUTRAL] So I'm gonna request it for you, but I'm gonna send a copy of it to your email cause it sounds like you're at a doctor's office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, no, actually I'm in my office.
[AGENT][NEUTRAL] Oh, OK. I'm all in your business aren't I?
[CUSTOMER][NEUTRAL] It's like a doctor's office, let me tell you.
[AGENT][NEUTRAL] all in your business, hold one.
[CUSTOMER][NEUTRAL] But yes, if you would.
[AGENT][NEUTRAL] I'm gonna send it to you, so I want you to verify if you had mhm that's what I was about to say. I want you to verify if you received it, so bear with me.
[CUSTOMER][NEUTRAL] I'll check it while you were still on the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] I'll have someone give you a call and see what we need to do.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] What about?
[CUSTOMER][NEUTRAL] 289 is the
[CUSTOMER][NEUTRAL] 21st he can't get you don't probably be able to get home at this point.
[CUSTOMER][NEUTRAL] 21.
[CUSTOMER][NEUTRAL] 289 in uh 2 what's midway is that midway 257 so.
[CUSTOMER][NEUTRAL] 289.
[CUSTOMER][NEUTRAL] 289. 0, it's back, it's back, uh, south of 51.
[CUSTOMER][NEUTRAL] OK, well then we need to go over there because that's south of [PII].
[CUSTOMER][NEUTRAL] Or south of the Turnpike anyway. And he says it's between [PII], but he lives on [PII].
[CUSTOMER][NEUTRAL] The 72
[CUSTOMER][NEUTRAL] 1 [PII].
[CUSTOMER][NEUTRAL] See, uh, uh, here's 51B. OK, right here, let's see, here's 51. Alright, here's 111. Where's 51 and this is 121st, so it's, it's actually between right here and he lives on 100, no, yeah, no, 51.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, there's this little jag here, yeah, but he lives right that's that's his true no so this is his history between here and here and he lives on one of them one of those ones. OK, alright, well we'll, we'll, he calls all the time? Well, I guess it's time we.
[CUSTOMER][NEUTRAL] Try to try to address it, yeah.
[AGENT][NEUTRAL] So I've sent it over you check to see if you received it.
[CUSTOMER][POSITIVE] As soon as I get this deal.
[CUSTOMER][NEUTRAL] Yes ma'am, hold on just a second.
[CUSTOMER][NEUTRAL] So this right here says uh pump perfect says Ma on then you see that water truck so we put this.
[CUSTOMER][NEUTRAL] Let's uh hey.
[CUSTOMER][NEGATIVE] Yeah, come on.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Not yet.
[AGENT][NEUTRAL] Should come from American public life.
[CUSTOMER][NEUTRAL] Um yeah.
[CUSTOMER][NEUTRAL] Let's see, oh there it is just popped up. Let's see.
[AGENT][NEUTRAL] Are you able to open it?
[CUSTOMER][NEUTRAL] Give me a second. I'll see if I can print it. Uh, could not load message image. Let's see here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Uh, let me see if I can save it.
[CUSTOMER][NEUTRAL] Whatever.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah, it won't let me.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Let's see, well, let me print. I'm gonna see if I can print the whole.
[CUSTOMER][NEUTRAL] Let's see, mm no.
[CUSTOMER][NEUTRAL] It won't let me uh.
[AGENT][NEUTRAL] OK, let me see if I can download it and then send it to you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Versus an attachment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It shows as a TF I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That lease deal sounded better and better, isn't it?
[CUSTOMER][NEUTRAL] The highest price rate we've got is 2022.
[CUSTOMER][NEUTRAL] 246,000.
[CUSTOMER][POSITIVE] So that lease, that lease deal sounding pretty good, ain't it?
[CUSTOMER][NEUTRAL] Yeah, I know. Yep, yep.
[AGENT][NEUTRAL] Do you have a fax number?
[AGENT][NEUTRAL] At your office?
[CUSTOMER][NEUTRAL] No ma'am, no ma'am, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me, I'm gonna download it to my computer and then send it to you that way.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I think we had an encrypted stuff on our emails.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, well that's probably a good thing in today's climate.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Hi it's great.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So now let me go back.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's a new email.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Yeah, it won't let me print it.
[CUSTOMER][NEUTRAL] Let's try to load it to my drive and see no.
[CUSTOMER][NEGATIVE] Nope, I ain't gonna work.
[AGENT][NEGATIVE] I'm sending it again.
[CUSTOMER][NEUTRAL] Uh huh yeah.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] So you should be able to open that one.
[CUSTOMER][NEUTRAL] They just
[CUSTOMER][NEUTRAL] OK, the one you just sent me?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me uh.
[CUSTOMER][NEUTRAL] Uh it hadn't came yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, medical card.
[CUSTOMER][NEUTRAL] PDF, yeah, it already do it now.
[AGENT][NEUTRAL] You're able to open it?
[CUSTOMER][NEUTRAL] Yeah, well, well we'll see if I can print it. It's I think it's gonna let me print it, so.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] OK, so you got me a hard card coming out?
[AGENT][NEUTRAL] Mhm, yes, I'm requesting it now to be sent to you by mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK ma'am thank you very much I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Alrighty have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Thank you. You do the same. Goodbye.
[CUSTOMER][POSITIVE] No, you have a great day.
[CUSTOMER][NEUTRAL] Alright bye bye.