AccountId: 011433970860
ContactId: a49516ff-9f94-40e4-813b-7abcd189d3b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298940 ms
Total Talk Time (AGENT): 55132 ms
Total Talk Time (CUSTOMER): 159427 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/a49516ff-9f94-40e4-813b-7abcd189d3b7_20250107T20:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling because I wanted some not information but I need my card. I don't have my cards for the for my account.
[AGENT][NEUTRAL] OK, I can help you spell your first and last name.
[CUSTOMER][NEUTRAL] My first name is [PII], so it's [PII].
[AGENT][NEUTRAL] And your last name?
[CUSTOMER][NEUTRAL] Is [PII], so it's [PII].
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think it was something like.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Oh no, it's for me.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I just need copies of my card.
[AGENT][NEUTRAL] Yeah, I still have to get you verified though.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I wanna.
[CUSTOMER][NEUTRAL] Oh, I wanna say like 2 years ago when I was hired, mhm.
[AGENT][NEUTRAL] When was your policy effective?
[AGENT][NEUTRAL] 2 years ago.
[AGENT][NEUTRAL] Let's see. And what type of policy do you have?
[CUSTOMER][NEUTRAL] It says um it's a it's a work policy so Meli selective group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and verify your date of birth and your complete mailing address for me, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's your email address on file?
[CUSTOMER][NEUTRAL] [PII], my first name, my last [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that for me. One moment.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] I'm preparing the document.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Go.
[CUSTOMER][NEUTRAL] Ask [PII] to ask about that, remember?
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, I just emailed that over to you, [PII] and I'll hold the line to make sure that you received it and are able to open up the PDF document.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] Coming from [PII].
[CUSTOMER][NEUTRAL] OK, give me one second.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] All day [PII] no.
[CUSTOMER][NEUTRAL] No, we're, we're gonna be here for a minute.
[CUSTOMER][NEUTRAL] Um, OK, I received it. OK.
[AGENT][POSITIVE] That was fast.
[CUSTOMER][NEUTRAL] It says download PDF, yes.
[CUSTOMER][NEUTRAL] Downloading it now.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] It doesn't let me open my PD it says downloading, so maybe.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Processing.
[CUSTOMER][NEUTRAL] Wait.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEGATIVE] Still loading or trying to download?
[CUSTOMER][NEUTRAL] Yeah. Yes, it is.
[CUSTOMER][POSITIVE] It doesn't really say anything, it's just when I it says downloading stuff oh there it is. OK, hold on. I got it. Thank you so much.
[AGENT][NEUTRAL] All right. Anything else, [PII], I can help out with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that will be it thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You too thank you bye.