AccountId: 011433970860
ContactId: 6ad560af-6225-4355-8a05-b5922666a1d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 402760 ms
Total Talk Time (AGENT): 203473 ms
Total Talk Time (CUSTOMER): 158501 ms
Interruptions: 6
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/6ad560af-6225-4355-8a05-b5922666a1d5_20250318T17:15_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is, uh, [PII], and my account number is [PII].
[AGENT][NEUTRAL] All right, give me one moment, sir, while I pull your information up and then we'll do a quick verification and we'll go from there.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Ma'am, if people just say, ma'am.
[AGENT][NEUTRAL] I said, give me just a moment while I pull your information up and we'll do a quick verification.
[AGENT][NEUTRAL] OK, so Mr. [PII], so Mr. [PII], will you verify your date of birth and then your address, please, sir?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], uh, zip code [PII].
[AGENT][NEUTRAL] Thank you. And the last bit of information, sir, may we verify your phone number and then your email address?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. Uh email address is [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And that's at your your work email?
[CUSTOMER][NEUTRAL] Yes, so we
[AGENT][NEUTRAL] OK, that's it's, I can't even pronounce that, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII]. Yes ma'am.
[AGENT][NEUTRAL] I'm sorry, OK, we kind of have a funny connection. Um, so that's your first initial last name at.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, I'm sorry. I, I, I, we have a very bad connection or something. So what comes after the at sign, sir?
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. So that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, sir. OK. And I see you have a group cancer policy with us. So how may we assist you today, sir?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, on my pamlet I see when you get nurses care for like $100 a day. Could you explain that one to me?
[AGENT][NEUTRAL] Alright, what I'll need to do is place you through to someone who can see the benefits and explain them to you better and um and it won't take but just a second I'll let them know that you and I have already verified your information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So give me one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there any, is there anything else, sir, I can assist you with before I transfer you?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that'd be it.
[AGENT][POSITIVE] All right, well, thank you for calling APL and we hope you have a wonderful day, sir. One moment, please.
[CUSTOMER][NEUTRAL] Purring
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hello, [PII]. This is [PII]. How are you there?
[CUSTOMER][POSITIVE] Hey, I'm good and you?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I was trying to be all peppy and motivated earlier, but it's
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Oh, OK, so.
[CUSTOMER][POSITIVE] Well, at least it's better than yesterday, trust me.
[AGENT][NEGATIVE] Oh, I, I don't know what was up with yesterday. I do not want to say that again. Oh my gosh.
[CUSTOMER][NEUTRAL] Yes. Me neither.
[AGENT][NEGATIVE] It was horrible here so y'all were much worse than us.
[CUSTOMER][MIXED] Yeah, it was. Yes, it was terrible yesterday. Today it's a little bit better.
[AGENT][NEGATIVE] Oh, it was terrible.
[CUSTOMER][NEUTRAL] Yes. Yeah, yeah.
[AGENT][POSITIVE] Yeah, so far, knock on wood, let's don't jinx it. OK, darling, I.
[AGENT][NEUTRAL] I have policy number 2,566,030.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Participant number one, [PII].
[CUSTOMER][NEUTRAL] It's that.
[AGENT][NEUTRAL] I have verified, date of birth, address.
[AGENT][NEUTRAL] Phone number and email address.
[AGENT][NEUTRAL] He has some benefit questions, something about
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Nursing assistant or something. He just has questions on that.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh boy, OK, let me pull his search.
[AGENT][NEUTRAL] On, let's just leave it at benefits. Yeah, let's just leave it at he has questions on benefits.
[CUSTOMER][POSITIVE] Yeah, that's good.
[CUSTOMER][NEUTRAL] OK. Let me go ahead and um
[CUSTOMER][NEUTRAL] Let me pull his benefits really quick before you transfer him.
[AGENT][NEUTRAL] You go right ahead, dear.
[CUSTOMER][NEGATIVE] OK, if this thing can, OK, come on, on me.
[AGENT][NEGATIVE] Yeah, I always, whether y'all make me wait because I always rather make y'all wait instead of making the customer sitting there while I'm talking to myself trying to find what I'm looking for, you know.
[CUSTOMER][NEUTRAL] Yeah, yeah, so I don't think I just lost.
[AGENT][NEUTRAL] Oh Lord, that's.
[AGENT][NEUTRAL] Yes. Well, it puts so much more pressure on you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEGATIVE] It's like I overlook stuff because I get so pressured you feeling.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, let's see. OK, so here's the cert. Let me have that open and then on base is slow today. Like yesterday was working just fine and now today it's like, OK, like I got tired from yesterday.
[AGENT][NEUTRAL] Yeah, I've noticed
[AGENT][NEUTRAL] Yeah, yeah, I got, it got burned up yesterday. It's like,
[CUSTOMER][NEUTRAL] Yup.
[AGENT][POSITIVE] Like good gravy people.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right. It's OK. I have it pulled up. OK, you can put it through. Thank you.
[AGENT][POSITIVE] All right. Thank you, dear. Have a good day. Thanks. Bye.
[CUSTOMER][POSITIVE] You're welcome. You too. Bye-bye.