AccountId: 011433970860
ContactId: adc831f3-6eef-49b6-96e2-839919964673
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191720 ms
Total Talk Time (AGENT): 99318 ms
Total Talk Time (CUSTOMER): 144415 ms
Interruptions: 9
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/adc831f3-6eef-49b6-96e2-839919964673_20250415T19:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], hi, it's [PII]. How are you today?
[AGENT][POSITIVE] Good. How are you, [PII]?
[CUSTOMER][POSITIVE] Yeah, just trying to fight the fight, [PII], trying to help people learn how to read their emails and pay a bill and all that good stuff, you know, I know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Gotcha. Yes, yes, the challenges of life.
[CUSTOMER][NEUTRAL] Um, here, I know, here's the.
[CUSTOMER][NEUTRAL] Here's the PRD for you ready?
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] 27,000, how simple can that be? Yeah, yeah, yeah I know so it's called specialized supports and services incorporated say that fast 3 times and for whatever reason the guy which is already an indicator [PII].
[AGENT][POSITIVE] That'll be easy. That's easy. I wish all the numbers were like that. That'd be awesome.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right tongue twister.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Doesn't doesn't see his welcome email from APL and it was effective.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it happens. It's effective for the oh my gosh, uh, [PII], and who knows anymore if uh, yeah, who knows if even the welcome letter went out because sometimes I don't even get like 90% of them, but um, can you see if the welcome letter's been sent out? If not, can you resend it?
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So what's the, is it on the insured?
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yeah, it's for the, it's for the [PII]. His name's [PII]. He's whatever he is over there, the business office manager.
[AGENT][NEUTRAL] Oh, got you, got you, [PII], yeah, he has the contact on here. I didn't see him on here with.
[AGENT][NEUTRAL] Yeah, so for the billing part, I don't see him insured on the policy. Is he's supposed to be insured, you know?
[CUSTOMER][NEUTRAL] I see him
[CUSTOMER][NEUTRAL] Oh no, he's just, he's probably [PII] old and doesn't, you know, has, uh, Medicare, but he, he's in the one who's in charge of paying the bills and he's with my friend over there and my friend's like, uh, you know, I need your help, [PII], so.
[AGENT][NEUTRAL] OK, OK, just making sure.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEGATIVE] Gotcha, gotcha.
[AGENT][NEUTRAL] Yeah, gotcha.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, no welcome email that's.
[CUSTOMER][NEUTRAL] I mean you can send it to me if you want to and I'll just forward it over there that way you know it's done right or you can just send it to the administrative email address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me see, we'll send it over. Yeah, let me see where it happened because I do see renewal is all updated, so yeah, I don't have, I can't see it at the moment, but I'll get with our billing team and uh make sure that that goes out and I have his email address as [PII].
[CUSTOMER][NEUTRAL] Yeah let me see what happened because I think.
[CUSTOMER][NEUTRAL] Yeah, technically it's [PII] [PII] Wells, yeah, I know, I know I got corrected by the broker on that one already, so yeah, you can send it over.
[AGENT][NEUTRAL] That what we have.
[AGENT][NEUTRAL] Yes, yes, it is, it is. I saw I left the [PII] out. Gotcha, gotcha.
[AGENT][NEUTRAL] No, I'm glad you corrected me because, OK, OK, uh, do you want me to CC you on it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that would be cool. I don't care what email address you use. Do you want an email address?
[AGENT][NEUTRAL] OK, I'll do that.
[AGENT][NEUTRAL] Yeah, just so I make sure because I, well, I don't have it on here, yeah, OK.
[CUSTOMER][NEUTRAL] Or do you know, yeah, it's gonna be.
[CUSTOMER][NEUTRAL] OK, so it's gonna be [PII].
[AGENT][NEUTRAL] [PII]. OK, that's easy.
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][POSITIVE] [PII]. OK, perfect. Alright, I will get that sent over. Was there anything else I can do for you? Yeah, I'll do it today. Yeah, I'll do it today.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Alright, you think it'll be done today so I can tell the broker?
[CUSTOMER][POSITIVE] Alright thanks alright I'll tell him alright thanks alright bye [PII] bye you too.
[AGENT][POSITIVE] You're most welcome. OK, have a great day. Thank you. Mm bye.