AccountId: 011433970860
ContactId: 6c2543eb-5c06-4679-b2e3-6f8353201d47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259630 ms
Total Talk Time (AGENT): 80466 ms
Total Talk Time (CUSTOMER): 108321 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/6c2543eb-5c06-4679-b2e3-6f8353201d47_20250129T16:09_UTC.wav
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[AGENT][POSITIVE] We want to start this gracias [PII] and rear.
[CUSTOMER][NEUTRAL] Good afternoon [PII] from.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I was working with innovate staffing solutions, and I think it was uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In [PII], but uh I need a report when uh my medical. I don't know if was covered with that uh with you guys or no, because I, I really read all papers about that company.
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you have your APL policy number?
[CUSTOMER][NEUTRAL] Oh yeah, OK, 8 this is.
[CUSTOMER][NEUTRAL] I had a copy of the card for my husband. We had, we've been working in the same company. Uh the number here says 02.
[CUSTOMER][NEUTRAL] 450953
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What is his name?
[CUSTOMER][NEUTRAL] I don't know, we are speaking in Spanish or in English. OK.
[AGENT][NEUTRAL] Yeah, I, you have espanol peroto after in the end we see prefiere and espanolta.
[CUSTOMER][NEUTRAL] No, I study in [PII] and you tell me you may, you may see doing English.
[AGENT][NEUTRAL] In English, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your husband's name?
[CUSTOMER][NEUTRAL] Uh, my husband is [PII], but um, but I, if I have that, uh, um, medical cover, it's in my name because we never signed for Marriage and uh medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is your last name?
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. Let me just check real quick and see if we have a policy for you as well.
[CUSTOMER][NEUTRAL] Yeah, because I have Medicare, uh, I really don't know if I waited or, or I, I took, I didn't.
[AGENT][NEUTRAL] Yeah, let me take a look.
[AGENT][NEUTRAL] I'm just gonna look in several places just to make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna look under the group too just to make sure.
[AGENT][NEUTRAL] Yeah, just a second.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] I am not seeing a policy for you, Miss [PII].
[CUSTOMER][NEUTRAL] Yeah, probably I didn't have, yeah.
[AGENT][NEUTRAL] Yeah, I just don't see anything under your name.
[AGENT][NEUTRAL] Only, only [PII]'s name, only your husband.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, probably I didn't.
[CUSTOMER][NEUTRAL] I didn't take this for that reason I say I need be sure before.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Get some kind of information.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I don't see anything.
[AGENT][NEUTRAL] Were you um had a policy with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's been a pleasure to assist you.
[CUSTOMER][NEUTRAL] Yeah, probably, yeah.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, no, no, it's, it's it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too. I hope you learn more in Spanish.
[AGENT][POSITIVE] Thank you, Ms. [PII].
[AGENT][POSITIVE] And you're speaking English beautifully.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you, bye.
[AGENT][NEUTRAL] Bye-bye.