AccountId: 011433970860
ContactId: a6139bb0-77e7-4b8e-a4d4-c2e0739f335b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473630 ms
Total Talk Time (AGENT): 149054 ms
Total Talk Time (CUSTOMER): 210051 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/a6139bb0-77e7-4b8e-a4d4-c2e0739f335b_20250326T18:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good afternoon, [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing well. How are you doing?
[CUSTOMER][POSITIVE] Not bad at all. My name is [PII]. I am calling from RSC, the broker's office, and I need this.
[AGENT][POSITIVE] I'm waiting for you to make me laugh again, [PII], cause every time you call, you always make me laugh.
[CUSTOMER][NEUTRAL] Again?
[CUSTOMER][NEUTRAL] Again.
[CUSTOMER][NEUTRAL] Every time? Are you sure every time?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Every time.
[CUSTOMER][POSITIVE] Alright, well, we'll see, we'll see what blunder I can make this and it'll cause you to laugh at me.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] What can I do for you today?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] I got, I got a uh member over here with Via dental that I need to see how far back we cantermine.
[CUSTOMER][NEUTRAL] Apparently he did not want to have the APL and I'm like, you know, dude, why'd you elected?
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] Oh, OK, let's see. Hang on.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Let me get you a Grupo number 0.
[AGENT][NEUTRAL] Oh, I've got it. It's 21954.
[CUSTOMER][NEGATIVE] You're killing me.
[AGENT][POSITIVE] Hey, when you're good, when you're good, you're good.
[CUSTOMER][NEGATIVE] Too efficient, too efficient for my blood.
[CUSTOMER][NEUTRAL] I'm telling you, I'm telling you, and it shows.
[CUSTOMER][NEUTRAL] And it shows.
[AGENT][NEUTRAL] OK, so who is it we're wanting to term?
[CUSTOMER][NEUTRAL] Last name is [PII] or something like that.
[AGENT][NEUTRAL] Uh, he's already turned.
[CUSTOMER][NEUTRAL] Is he?
[AGENT][NEUTRAL] Yeah, let's see when they lapsed him.
[CUSTOMER][POSITIVE] I'm good I'm I'm I'm, I'm happy to hear that because I could just sit here and say yeah he's turned as of.
[AGENT][NEUTRAL] Uh, he was termed as of.
[AGENT][NEUTRAL] 71 or 24.
[CUSTOMER][NEUTRAL] So he's not even on the invoice anymore?
[AGENT][NEUTRAL] No, he hasn't been since July of last year.
[AGENT][NEUTRAL] Kicks and giggles. Let me pull up a couple of bills and see if I'm lying to you, but I don't think I am.
[CUSTOMER][NEGATIVE] Only because if if I tell them that they that it was turned back to 71, they're gonna go, OK, refund and if he was never on an invoice there's no refund to give you.
[AGENT][NEUTRAL] That's right. So that's why, that's why I'm looking real quick to see.
[CUSTOMER][NEUTRAL] So, you know.
[CUSTOMER][POSITIVE] Yeah, yeah, yeah, yeah, no doubt, no doubt.
[CUSTOMER][NEUTRAL] Shoot, if we can get I mean if if.
[AGENT][NEUTRAL] But of course, when, when I'm looking something freezes up, so let's go another route here.
[CUSTOMER][NEUTRAL] If anything, if anything, pull a uh pull the August invoice if he's on there.
[AGENT][NEGATIVE] Well, I can only go back so far on the online service center and that's how I'm having to go back because my, the system I normally use has completely frozen on me.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Frozen on you if you need to reboot, I will be more than happy to wait.
[AGENT][NEUTRAL] Now let's see what we've got.
[CUSTOMER][POSITIVE] I'm good with that.
[CUSTOMER][NEUTRAL] I understand systems. Well, I understand systems lock up. That's what I understand. I don't understand how to fix them. I just know they they locked up and they're a pain in the butt that I understand.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Hey, adult children are good for something after all, just saying.
[AGENT][NEUTRAL] I've got 5 of them.
[CUSTOMER][NEUTRAL] Yeah, they got me lunch.
[AGENT][NEUTRAL] Uh, mine didn't do that, but I'm in, I'm visiting my mother in [PII], so they can't.
[AGENT][NEUTRAL] All right, so.
[CUSTOMER][NEUTRAL] Oh, no, my daughter was just, I just got, I, I just looked at him like, uh, I'm, I'm like really busy. Could you run out and get me lunch? And she's like, yeah, I'm like, alright.
[CUSTOMER][POSITIVE] Sound is a useful thing for him, a useful thing about him.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] He was on the August bill.
[AGENT][NEUTRAL] But I see an adjust they took an adjustment and they put on here term 71 credit.
[AGENT][NEUTRAL] So they took a credit.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] On their just have them look at their August statement online.
[AGENT][NEUTRAL] Where they took a credit on him.
[CUSTOMER][NEUTRAL] So he was actually, he, he was really.
[CUSTOMER][NEUTRAL] Never on at all then.
[AGENT][NEUTRAL] He was
[AGENT][NEUTRAL] He was on the [PII], but they, yeah, but they took a credit.
[CUSTOMER][NEUTRAL] He was on the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he's not on September?
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] Let me, let me check September.
[CUSTOMER][NEUTRAL] Just saying because they're gonna, I, I just, I just wanna I just wanna uh with this group I don't like leaving any loose ends because this woman is just.
[CUSTOMER][NEUTRAL] Nitpicky
[CUSTOMER][MIXED] Very nitpicky, and it's, you know, I understand, it's her job to be nitpicky. I get it. I get it, but, you know, be nice about it.
[AGENT][NEUTRAL] He is not on the September statement.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII] invoice but was removed.
[AGENT][NEUTRAL] Well, August they took a credit in September he wasn't on there at all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he was on the August invoices as a credit.
[AGENT][NEUTRAL] Yep.
[AGENT][POSITIVE] They made the they made the adjustment to tha[PII].
[CUSTOMER][NEGATIVE] I was never on the invoices again.
[AGENT][NEGATIVE] Never to be seen or heard from again.
[CUSTOMER][NEUTRAL] I heard that.
[CUSTOMER][NEGATIVE] OK, spell check, yeah, I can't spell. I can't spell again. Can you believe it? I can't spell again. Oh my [PII].
[CUSTOMER][POSITIVE] Like I told you, some blunder I'm gonna make make you laugh today, so there you are.
[CUSTOMER][POSITIVE] Oh thank you so very much. I really appreciate it. This just makes me, it just makes it easier to deal with this lady.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Awesome blossom well let me know if there's anything else I can do for you, [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] You got it, young lady. Thank you very much again and you have yourself an absolutely fantastic day. I hope this is the worst call you get the rest of this week.
[AGENT][POSITIVE] This will be the best call I get all week.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I want, but I want it to be the worst one. So that just basically means all the rest of them are gonna, yes, I do. No, I do, I do, I do, because if this is the worst call you get this week, the rest of the calls this week are gonna be butter, butter, OK? Gravy, gravy.
[AGENT][NEGATIVE] No, you don't. You really don't.
[AGENT][NEUTRAL] Ah, OK.
[AGENT][POSITIVE] They'll be better. Got you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Hey, we're on hump day. It's all good from here.
[CUSTOMER][NEUTRAL] I'm telling you it's all downhill, it's all downhill, so you're the best thank you again.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. Well, until we talk again. All right. Bye-bye.
[CUSTOMER][POSITIVE] Yes ma'am alright bye bye.