AccountId: 011433970860
ContactId: 9b97791d-6d5c-4be0-b204-efc074c70239
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 657070 ms
Total Talk Time (AGENT): 272729 ms
Total Talk Time (CUSTOMER): 311501 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/9b97791d-6d5c-4be0-b204-efc074c70239_20250220T22:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII], an agent over in [PII]. How are you today?
[AGENT][POSITIVE] I am doing well, Mr. [PII]. How are you doing?
[CUSTOMER][POSITIVE] I tell you what, just find this frog here and twice as frisky because it's so cold.
[AGENT][NEUTRAL] I'm telling you what
[AGENT][NEUTRAL] Do you think summer's ever coming? I think we'll probably
[CUSTOMER][NEUTRAL] Uh, sooner or later?
[AGENT][POSITIVE] Complaining about that soon enough, right?
[CUSTOMER][NEUTRAL] Sooner or later, probably later.
[CUSTOMER][POSITIVE] Well, you know, it fooled us a couple of weeks ago, you know, we had that, uh, we had a day where 80 degrees and just bombing and all that, and I thought, oh boy, this is wonderful. And then
[AGENT][POSITIVE] I know, I loved it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Look out, here comes the rain and the cold again.
[AGENT][NEUTRAL] That's
[AGENT][POSITIVE] Well, we're supposed to be back up in the 70s next week, so I'm looking forward to it.
[CUSTOMER][NEUTRAL] That's, yeah, that's, you know, we've, we've been promised the same thing, so we'll see how well it delivered. It'll probably deliver and then turn cold again, you know what I'm saying.
[AGENT][POSITIVE] That's right. Get us happy about it and then it kinda like.
[CUSTOMER][POSITIVE] That's right, that's your hopes.
[AGENT][NEUTRAL] Punches in the gut again, yeah.
[CUSTOMER][NEUTRAL] There you go.
[AGENT][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Uh, listen, we, we've got a group, we've got a group, uh, Gas Heat Inc. the group number is 266-08.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me just get that pulled up and while I'm getting that pulled up, do you mind giving me your phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got you. Alright, and what is the address for the group?
[CUSTOMER][NEUTRAL] [PII] or [PII], whichever way you wanna say it, [PII].
[AGENT][NEUTRAL] I'll say it whichever way you wanna say it.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Here in the local we say Martinez.
[AGENT][POSITIVE] OK. That sounds good to me.
[CUSTOMER][NEUTRAL] We're not we're not quite a Spanish.
[AGENT][NEUTRAL] I would have said Martinez, but especially in [PII]. In [PII], I might have said Martinez, but in [PII].
[CUSTOMER][POSITIVE] There you go. Sounds good.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][POSITIVE] That's correct. Yeah.
[AGENT][NEUTRAL] And if you don't mind verifying your email address please sir.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Perfect. And I do have this group pulled up. How can I help you today?
[CUSTOMER][NEUTRAL] I was wondering
[CUSTOMER][NEUTRAL] I need uh this person said they didn't get an ID card, but I was wondering, could you email me some ID cards to these folks? [PII], who is one of the insured, she and her family are covered.
[CUSTOMER][NEGATIVE] And she's expecting a baby but somehow didn't get you didn't get the card or didn't recognize it when it came in the mail or something.
[AGENT][NEUTRAL] Mhm, let's see, bear with me just one second.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] You know what I can do? Let me check something real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can. I've got her email. I can email her a card directly that would be all right.
[CUSTOMER][NEUTRAL] Well that'll be fine. Uh, why don't you email it to me as well me a carbon copy because I just wanna make sure she gets it.
[AGENT][NEUTRAL] Oh, I hear you. Yeah, that sounds like me. It's like I want my hands on it to make sure they're taken care of.
[CUSTOMER][NEUTRAL] Right, right, well, you know, I, I, I deal with my customers that way. I, I try to give them a little bit of TLC and until they get to be obnoxious, you know what I'm saying.
[AGENT][NEUTRAL] And then you have to.
[CUSTOMER][NEGATIVE] Cut him loose, cut them loose.
[AGENT][POSITIVE] Let loose. That's right. That's right.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][POSITIVE] OK. Yeah, I'll be happy to do that. Oh, that way she would have it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You, do you know what, while we, I've got you on the line, do you happen to have her mailing address? Let's see if we have the correct address.
[CUSTOMER][NEUTRAL] Right, her mailing address is the [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That is what we have on file.
[CUSTOMER][NEUTRAL] OK, what do you have? Is your email [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's what we have on file.
[CUSTOMER][POSITIVE] OK, sounds like perfect.
[AGENT][NEUTRAL] So let me just.
[AGENT][NEUTRAL] Tell you what I'm gonna do first I'm gonna get your email off that way you can check just to make sure you get it.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] And then I'll email her a copy. I say I'm going to my computer's been not nice today, so bear with me.
[CUSTOMER][NEUTRAL] Computers are like that.
[AGENT][NEUTRAL] You know, I, I
[AGENT][NEUTRAL] I mean, I, I'm, I'm of the older generation.
[CUSTOMER][NEUTRAL] Same here, same here.
[AGENT][NEUTRAL] If you know what I mean.
[AGENT][NEGATIVE] And I sure miss [PII].
[CUSTOMER][NEUTRAL] Yeah, I, uh
[CUSTOMER][NEUTRAL] I do too. Well, I keep papering my file because, you know, every once a while somebody, well, what's their date of birth? What's their social security number? Well, I got it written down.
[CUSTOMER][NEUTRAL] And I could find that
[AGENT][POSITIVE] Exactly, exactly. And you don't have to worry about the computer taking its sweet time and.
[CUSTOMER][NEUTRAL] Right or not being where you can get to the computer.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] I just about got this email sent to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I say I do.
[AGENT][NEUTRAL] Now, if you would prefer, we can just mail her a card as well.
[CUSTOMER][NEUTRAL] Uh, I would rather you go ahead and email her one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And email me one so that I know she's got it. I mean, you can mail was it, is it a plastic one or is it just a paper one that you mail?
[AGENT][NEUTRAL] Um, you know, I believe they're gonna have a, um.
[AGENT][NEUTRAL] Laminate over it.
[CUSTOMER][NEUTRAL] OK, well, let's mail her the laminate, but let's do the email as well, so I, I'll, we'll have a double, double check there.
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] I like that. Let's take care of her good.
[CUSTOMER][NEUTRAL] Yeah, well, she's got a baby due here in [PII], so the hospitals.
[AGENT][NEUTRAL] Oh, she needs to be taken care of.
[CUSTOMER][NEUTRAL] Yeah, the doctors, the hospital's wanting her to cough up some money and so she, she's needing some cash.
[AGENT][NEUTRAL] Oh my gosh. I'll tell you what, this medical cost these days is unreal.
[CUSTOMER][NEUTRAL] Oh, and I know it and they they charge for everything, you know, almost if you look at them right or wrong.
[AGENT][NEGATIVE] Exactly. And it's just, it, it just breaks my heart. It breaks breaks my heart for everybody. Me too.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Sure, yeah, right, especially my wallet.
[AGENT][NEUTRAL] Mhm. Exactly.
[AGENT][NEUTRAL] So you should have your your email now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm working on hers.
[CUSTOMER][NEUTRAL] See if I can check it here right quick.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Come on.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] You talked to yours too.
[CUSTOMER][NEGATIVE] It's it's it's being temperamental email on my phone. I'm trying to do things at once and it doesn't.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's see updated just my inbox.
[CUSTOMER][NEUTRAL] It hasn't gotten there yet, but anyway we'll, we'll see. I'm sure it'll be here.
[AGENT][NEUTRAL] Yeah, it's on the way. I just wanna make sure you can open the attachment, you know, this attachments sometimes can be a little fickle.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh my gosh, nobody says that word anymore. You can tell I'm from the older generation.
[CUSTOMER][POSITIVE] That's right, that's right.
[CUSTOMER][POSITIVE] That's OK, you're in good company.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Alright, so I have emailed Miss [PII].
[AGENT][NEUTRAL] Card as well, and I am ordering that to be mailed right now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So a card should go out tomorrow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'll be wonderful.
[AGENT][NEUTRAL] And we should have her all carted up.
[CUSTOMER][POSITIVE] There you go. Have her ready for that baby.
[AGENT][POSITIVE] That's right. Is it, will this be here first? It's such an exciting time.
[CUSTOMER][NEUTRAL] No, this is her second. She has a little girl that's about [PII], and this was, uh, they're gonna have, have another little girl I think she, she didn't sound like she was real convinced. She told me today she says this baby's been a lot different than my first baby.
[AGENT][NEUTRAL] He
[AGENT][POSITIVE] Oh, she's gonna have so much fun with them.
[AGENT][NEUTRAL] Uh oh
[CUSTOMER][NEUTRAL] She said they, they've told me it's gonna be a little girl and I'm hoping it is but you know I don't know.
[AGENT][NEUTRAL] Yeah, it.
[CUSTOMER][NEUTRAL] But I, I think they've done all the blood, blood work and everything, but I don't know, you know, mistakes have been made.
[AGENT][NEUTRAL] You know, I, I always feel like, you know, whenever they come out, that's when you find out.
[CUSTOMER][NEUTRAL] That's right. Well,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] My stepdaughter's having a baby pretty soon now around [PII] as well, and she already knows it's gonna be a little boy.
[AGENT][POSITIVE] Oh fun.
[CUSTOMER][NEUTRAL] And uh we're looking forward to spoiling him rotten, so.
[AGENT][NEUTRAL] Now, will this be your first grandbaby?
[CUSTOMER][NEUTRAL] No, I've got, uh, [PII] already.
[AGENT][NEUTRAL] They aren't they the best.
[CUSTOMER][POSITIVE] Oh they are, they don't make a bad one.
[AGENT][NEUTRAL] Isn't that the truth? And, and when they get that, you say, Mom, dad, here you go.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's right there you go, we gotta go.
[AGENT][POSITIVE] That's right. We've done our job. This is playtime now.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][POSITIVE] That's right, that's right.
[AGENT][POSITIVE] Absolutely. All right. The card has been ordered that should go out tomorrow by mail.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] She should have uh get her email any minute now and you should, have you, is yours not come?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I, I checked again.
[CUSTOMER][NEUTRAL] Not yet, but
[CUSTOMER][POSITIVE] I'll refresh and look at it again a little bit. It'll be fine. I'm sure I'll get it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That I can call back in the morning.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] We'll try it early.
[CUSTOMER][NEUTRAL] Before the airwaves get full of stuff.
[AGENT][POSITIVE] That's right. That's right.
[CUSTOMER][NEUTRAL] Oh, there you go.
[CUSTOMER][POSITIVE] Well, thank you so much for your help.
[AGENT][POSITIVE] It's been my pleasure and thank you, Mr. [PII] for calling APL and I hope you have a lovely evening.
[CUSTOMER][POSITIVE] Thank you, same to you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][POSITIVE] OK, good day.