AccountId: 011433970860
ContactId: 2aad724e-4dd3-430d-bca0-b8f5ce1d015d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1907140 ms
Total Talk Time (AGENT): 266298 ms
Total Talk Time (CUSTOMER): 388734 ms
Interruptions: 6
Overall Sentiment: AGENT=0.7, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/2aad724e-4dd3-430d-bca0-b8f5ce1d015d_20250129T15:00_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Yes, good morning, sir.
[AGENT][POSITIVE] You're welcome. Yes, so [PII] mhm.
[CUSTOMER][NEUTRAL] How are you? [PII]. My name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How you doing?
[AGENT][POSITIVE] I'm good. How about you, Mr. So?
[CUSTOMER][NEUTRAL] Good, good, good. Sweetheart, I'm calling regarding uh South Miami inpatient physician. It's 17021, the group.
[CUSTOMER][NEUTRAL] I am the assistant of Emilio Labrador.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And the reason I'm calling is regarding the participant [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When you're ready, let me know.
[AGENT][NEUTRAL] OK, let me have that group number one more time.
[CUSTOMER][NEUTRAL] OK, it is 17021.
[CUSTOMER][NEUTRAL] No, no. uh let me see, one second. OK.
[CUSTOMER][NEUTRAL] A P
[AGENT][NEUTRAL] Mhm. Yeah, that, that's fine. And uh let me have a callback number just in case we get disconnected. Um.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] OK, and can you verify your email address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Perfect. Thank you. All right, let me look for um this member, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The group is South Miami inpatient physician.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, how may I help you with this number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, the participant's name, how it's showing, uh, in the insurance in the ID card, please?
[AGENT][NEUTRAL] OK, I can check on that.
[CUSTOMER][NEUTRAL] I mean, give me, yeah, the last name and it seems like uh he sent a notification that let me see how how it shows in your file.
[AGENT][NEUTRAL] OK. Um, do you have his date of birth just for verification, make sure it's the same person. Mhm.
[CUSTOMER][POSITIVE] Yes, yes, sure. For him, yes, sure. It is uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[AGENT][NEUTRAL] Yes, OK. Yeah, it looks like it's
[CUSTOMER][NEUTRAL] And the last digit [PII] of social.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] No, we don't need that. Thank you, thank you. All right. So it is showing as [PII], just [PII]. Mhm.
[CUSTOMER][NEUTRAL] Uh, uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh. He needs the Habibe, the first name [PII], the last name [PII].
[AGENT][NEUTRAL] So it has to have [PII]. OK. All right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see what we can do.
[CUSTOMER][NEUTRAL] Please. And I'm not done yet, but just to make sure the wife, she has 2 dependents.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The wife, how, how she's showing [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct. And the little son.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you tell me the name, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Huh, voila, this is why it's [PII]. This is the name, the last name [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. And so we need to add [PII] as the second name.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Yes, and yes, it's like [PII] or [PII] or whatever. [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is the name, first name, and the [PII], the last name.
[CUSTOMER][NEUTRAL] If you don't mind, so, I'm sorry to bother you, but you know I've been working on this back and forth since last week, and then he will tell me no this is not a middle name. This is the full name. So the son's name is [PII] and the father is [PII].
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Um, let me see if it will let me put it on.
[AGENT][NEUTRAL] Bear with me a place where I can put a second name.
[AGENT][NEUTRAL] Let me just do one at a time.
[CUSTOMER][NEUTRAL] You know, I thank you. I'm lucky that I get you because to send an email it's not gonna be clear to anyone honestly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I understand
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK, I'm gonna go to another system and see if I can uh add that [PII] to the as a second name because it's not letting me it's cut it it's cutting it for some reason to [PII]. So let me check and see what I can do. Do you mind holding for me?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you. OK, thank you.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII].
[CUSTOMER][POSITIVE] Hey, thank you so much for your help.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] You're welcome. OK, so I was able to change um [PII] to [PII], um, and, um, what I did with [PII], since it did not let me put it as a second name because it will not take it, it will cut it under, it will say only [PII] without the [PII]. So what I did, I put it as a the beginning of the last name, the first last name, so it will, you know, read the whole thing. So it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah, 11 word, I mean, all, all the, not necessarily to show middle name or first name whatever, no, the important is [PII]. It's gonna show like that, right?
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You have it.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] It's showing the whole thing, yes. Mhm.
[CUSTOMER][NEUTRAL] OK, and about the father, it's [PII].
[AGENT][NEUTRAL] [PII]. Correct, yes.
[CUSTOMER][NEUTRAL] OK. Would you mind sending me a copy of the ID please, insurance ID when you get it?
[AGENT][NEUTRAL] Um, it's gonna be, uh, overnight because it's not created right away.
[CUSTOMER][NEUTRAL] Because I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, no, no big deal, but I need to send it to him, let him be tranquilo because I'm, I'm really tired.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. OK. All right. Let me just go ahead and make me a note so I can come back and check on it. All right. Let's see. You're welcome.
[CUSTOMER][NEUTRAL] Please, please. Thank you so much or send me any confirmation that it was like, uh, uh, you know, and you will be receiving it tomorrow. Just to let him be calm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, let me check and see how it looks right now.
[CUSTOMER][NEUTRAL] [PII]. Just to receive your request, we're working on it. You're gonna be, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, very.
[CUSTOMER][POSITIVE] And the request of what, how they gonna show? It will be good for him.
[AGENT][NEUTRAL] OK, OK. So you need an email indicating the change that I just made?
[CUSTOMER][NEUTRAL] OK, my
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, just like put the, the full name of, of his, his, I mean the, the participant and the full name of his son.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And um let me have the spelling of your name just to make sure I get it correctly on that email.
[CUSTOMER][NEUTRAL] Oh, my name?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] And your soul mail him.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] I know. And the, the email is [PII].
[AGENT][NEUTRAL] I mean.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah, I got it. OK, so.
[CUSTOMER][NEUTRAL] You know, and I keep it in my record in case he call me because you know you have many, many, many things. I mean, you're not gonna remember.
[AGENT][NEUTRAL] Yeah, um, if you don't mind, I can put you on hold for a quick second and I can go ahead and send that email right now so at least you have records of what I changed, OK?
[CUSTOMER][POSITIVE] Yeah, yeah, yeah, yeah. I'll be, I'll be more than happy. I'll be more than happy. Thank you.
[AGENT][NEUTRAL] OK, so I'm gonna put you on a on a brief hold so I can send that email, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you, thank you.
[AGENT][POSITIVE] You're welcome.
[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.
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII].
[CUSTOMER][POSITIVE] Yes, my dear.
[AGENT][NEUTRAL] OK. All right. I'm sorry I took so long, but I was trying to see if I can get the card, but yeah, I was not able to.
[CUSTOMER][NEUTRAL] No, no, no, no, no. I really thank you for your help. Yeah, I just received it. Dear [PII], for your request, you have added the second last name to [PII] and added middle name to [PII] Policing. OK.
[AGENT][POSITIVE] You're welcome. OK.
[AGENT][NEUTRAL] Is that good enough?
[CUSTOMER][NEUTRAL] Alright, ID card will be available tomorrow. Great, so let me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and him [PII]. Excellent doesn't make sense at all, but I don't know why.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] If he's [PII] and his son is [PII] and [PII]. No, no, no, no, no, I don't understand. Anyway.
[CUSTOMER][POSITIVE] Thank you so much. I mean, I mean, the, the father's last name is [PII], and the, the, the son.
[AGENT][NEUTRAL] No it's OK.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Is [PII]. How they can be, I don't know.
[CUSTOMER][NEUTRAL] Anyway,
[AGENT][NEUTRAL] Yeah, they, they have to use it, um, both last names, um, that's how Hispanics use it, yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, but they're different. Like the father [PII], OK, I understand, [PII], why?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He single [PII], I don't know. And then the kid, [PII], he's supposed to be at least [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm, no, [PII]'s will be the, the first, that, that will be the paternal. [PII]'s paternal, so that's the last name they use, the [PII]. Mhm. It's a little bit weird, yeah.
[CUSTOMER][NEUTRAL] I don't know, anyway.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I know, I know. They did like the French peopl[PII], [PII] or [PII] with the last name, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] Anyway,
[CUSTOMER][POSITIVE] OK my dear, thank you so much and tomorrow I'll be receiving the stamp ID right?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um, yes, I'll go ahead. I went ahead and make a note so I can check on it tomorrow and see if we have it. If I do have it, I'll go ahead and send you an email with a copy, OK?
[CUSTOMER][NEUTRAL] OK, please.
[CUSTOMER][POSITIVE] All righty. All righty then. Thank you so much, so, for your help and you have a great, great, great week.
[AGENT][POSITIVE] You're welcome. You as well, Mrs. Have a good day.
[CUSTOMER][NEUTRAL] You bye bye.