AccountId: 011433970860
ContactId: 63958075-60fa-48b2-ae90-cfa9e62544c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348630 ms
Total Talk Time (AGENT): 121731 ms
Total Talk Time (CUSTOMER): 251725 ms
Interruptions: 13
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/63958075-60fa-48b2-ae90-cfa9e62544c5_20250108T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to um activate my card.
[CUSTOMER][NEUTRAL] like so.
[AGENT][NEUTRAL] I'm sorry, could you repeat that?
[CUSTOMER][NEUTRAL] I was calling to activate my card to register my card.
[AGENT][NEUTRAL] Oh, your, uh, ID card?
[CUSTOMER][NEUTRAL] Yes ma'am, I don't have access to a computer and so I just got them in the mail. I wanted to register them so I can go get my own blood pressure medicine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, um, activation isn't required, but I can make sure that your policy is good to go. Uh, what was your name?
[CUSTOMER][NEUTRAL] Obsession can make people
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK thank you and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am, the number is [PII].
[CUSTOMER][NEUTRAL] She gave
[AGENT][NEUTRAL] OK, thank you and then uh do you have the policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, policy number is.
[CUSTOMER][NEUTRAL] It's gonna say, yeah, uh 02.
[CUSTOMER][NEGATIVE] Uh, I can't even see.
[CUSTOMER][NEUTRAL] 0 02576458.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] by section for a little like.
[AGENT][NEUTRAL] Alright, just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yes, ma'am. My birthday is [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] Yes ma'am. My mailing address is [PII].
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address that we've got on file for you. It looks like that is a [PII] account.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] Alright, thank you for verifying that. OK, so yeah, your policy is uh good active so you should be fine uh to use that card.
[CUSTOMER][NEUTRAL] All they work
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK, so I can just go right on. What, where do I got to get my medicine from? Do do it have to be for Walmart or CVS?
[AGENT][NEUTRAL] Oh, for prescriptions?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, give me just a moment, let me check that.
[CUSTOMER][NEUTRAL] Yes, I want to ask you that also.
[AGENT][NEUTRAL] OK, give me just a moment let me get that pulled up for you.
[CUSTOMER][POSITIVE] And who she was and cycling the live people tell after a night of praise that.
[CUSTOMER][NEGATIVE] He was controlling her and she had given up her freedom basically.
[CUSTOMER][NEGATIVE] The text messages off too surprisingly.
[CUSTOMER][NEUTRAL] that.
[CUSTOMER][NEGATIVE] And I cold blood.
[AGENT][NEUTRAL] Uh, bear with me just a moment.
[CUSTOMER][POSITIVE] OK, take your time.
[AGENT][MIXED] Thank you, it's just running a little bit slow today.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] [PII], a sleeping beach down about 40 miles north of [PII].
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, sorry about that it's really had to think about it um so prescription information is going to be through Pharmavale and now on your card on the back it should have that information for Pharmavale but I'll go ahead and give that to you if you'd like.
[CUSTOMER][NEGATIVE] There's not very much excitement. It's low key.
[CUSTOMER][NEUTRAL] OK, let me get that up so I can get to my, yeah, because I usually get my prescription from CVS, so I want that I can talk to Pharma and um they can get my prescription from CVS.
[AGENT][NEUTRAL] I think that CBS should be fine, yeah, um, but I would give them a call just to make sure.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Oh, OK. Well then, because that's what I, OK, yeah, this is, I want that number just to be on the safe side, but that's usually who I go to CBS. OK, I'm ready.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yes, OK, so their phone number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] We got a real tough guy.
[AGENT][NEUTRAL] And then if you don't have it on your card or if you can't locate it, I'll give you that VIN number as well they will need that.
[CUSTOMER][POSITIVE] Like your day
[CUSTOMER][NEUTRAL] OK. What is it? What the, um, yes, ma'am, I am.
[AGENT][NEUTRAL] Are you ready for it?
[AGENT][NEUTRAL] OK, the VIN number is [PII].
[CUSTOMER][NEUTRAL] one minute, uh, you went through that [PII].
[CUSTOMER][NEUTRAL] Start off, start off for me.
[AGENT][NEUTRAL] Um, on the [PII]. OK, no worries, it's uh [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] We hired there.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's it. OK, I got it right here on because I know they always ask me for that when I go to CVS.
[AGENT][NEUTRAL] Yeah, that's the VIN number, yes.
[AGENT][POSITIVE] Yes, you're right.
[CUSTOMER][POSITIVE] OK, so that's all I need. OK, thank you, honey. Have have a good day and happy New Year.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][POSITIVE] Oh yeah thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah um.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEGATIVE] But I mean he wasn't working hard.