AccountId: 011433970860
ContactId: 7fa61d77-854b-4413-a32a-4280ca52f9e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 945130 ms
Total Talk Time (AGENT): 192113 ms
Total Talk Time (CUSTOMER): 203910 ms
Interruptions: 8
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/7fa61d77-854b-4413-a32a-4280ca52f9e0_20250106T16:59_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Sorry, how are you? Happy [PII].
[AGENT][POSITIVE] Yeah, I'm good, thank you. How about you? [PII].
[CUSTOMER][POSITIVE] Thank you, sweetheart. This is [PII]. Do you remember me, the Lebanese girl.
[AGENT][NEUTRAL] Yes, yes. How are you? It's been a while.
[CUSTOMER][POSITIVE] Good, good. How was uh how was your your [PII] and your [PII], good?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] It was great. It was great. Thank you for asking. How about yours?
[CUSTOMER][POSITIVE] Great, good.
[CUSTOMER][NEUTRAL] Uh, it was super quiet, my sister and myself only. I have family just in [PII] and in [PII], but I don't like to travel during the holidays, you know.
[AGENT][NEUTRAL] 00.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, yeah, it's a lot to be out, yeah.
[CUSTOMER][NEUTRAL] Anyway, I know, sweetheart, the reason I'm calling is regarding the group number 24 245.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, let me pull that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK. It is [PII].
[AGENT][NEUTRAL] OK, thank you. And I'm gonna need the name of the group, the address, and the email address. Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, the name of the group, you're supposed to have it from the number. It is uh AAA Worldwide.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And what's the address? Yeah, a lot, a lot of things changed. We need to verify a lot of things now.
[AGENT][NEUTRAL] I'm so sorry, [PII].
[CUSTOMER][POSITIVE] Oh, OK, no, no big deal, no big deal, sweetheart, no big deal. I have no problem. It is um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you. All right, and what's the email address?
[CUSTOMER][NEUTRAL] Um my email address?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. All right. And how may I assist you? How may I help you, Miss [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, I sent the request for 2 new enrollees and I need to know if the ID cards are ready for me, please. It's [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] Let me pull this um information let me.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you know her date of birth?
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And if you want her social as well, [PII].
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yeah, I don't need the social thank you alright so it looks like it was um created on yesterday.
[CUSTOMER][NEUTRAL] They created yesterday.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Oh, OK. So when I'm gonna be receiving it?
[AGENT][NEUTRAL] OK, so that means it's gonna go out today before [PII] and it it takes regular, um, are you gonna get it through the online service center or are you gonna get it by mail?
[CUSTOMER][NEUTRAL] If you can send it to me by mail, yeah, and I have another participant too. I think this one should be ready [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you said the first name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hold on [PII]. OK. Yeah, that's a lot, yeah, they put all the name, the whole name. Yeah, I see.
[CUSTOMER][NEUTRAL] I don't know why that's super complicated, yeah.
[CUSTOMER][NEUTRAL] My [PII], you need, you need a special Excel for them.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEGATIVE] Too much, too much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so let's see. OK, so this one was um created on, well, it looks like it's gonna be um.
[AGENT][NEUTRAL] Yeah. Yesterday as well. Um, so that means that this one will mail out today as well, after [PII]. Mhm. Mhm.
[CUSTOMER][NEUTRAL] OK, so can I count on you soil where whatever they're ready you send it to [PII]. uh no [PII]. Do you mind?
[AGENT][NEUTRAL] Oh, you want me to email it? OK, let me go ahead and email it. OK, um, do you, OK, do you mind holding for me? Let me make sure it's in the system, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][POSITIVE] No, no, no, no, no, not at all, not at all, thank you so much for your help.
[AGENT][NEUTRAL] OK, OK, I'm gonna put you on a brief hold. OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[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][NEUTRAL] One second we yes sir yes OK bye.
[AGENT][POSITIVE] Thank you for holding, Miss [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm so sorry for that long wait, but I had to put everything together, but I went ahead and sent that email uh with the two cards and I put the names on each card so you know which one is which, OK?
[CUSTOMER][NEUTRAL] OK, dear.
[AGENT][NEUTRAL] OK, but if you don't receive it in 15 minutes, just give me a call back and I can send it again, but it should be there, OK?
[CUSTOMER][NEUTRAL] OK, to the same number, right?
[AGENT][NEUTRAL] I send it to the email address.
[CUSTOMER][POSITIVE] Uh, yes, policy ID card. Yes, hi [PII]. Yeah, I, I did, but let me see. Yes, thank you so much, so for your help. I really appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes. Oh, you got it. Oh, perfect. OK.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] For today, thank you much.
[AGENT][POSITIVE] OK, well, you take care and have a great year.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] Thank you. Thank you, sir. Bye-bye. Nice talking to you.
[AGENT][POSITIVE] You are. Nice talking to you. Bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] Bye my dear.
[AGENT][NEUTRAL] Bye.