AccountId: 011433970860
ContactId: bce8d8ff-5618-46b8-8350-53f9a427cf56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114120 ms
Total Talk Time (AGENT): 59544 ms
Total Talk Time (CUSTOMER): 76710 ms
Interruptions: 5
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/bce8d8ff-5618-46b8-8350-53f9a427cf56_20250508T15:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you doing?
[AGENT][NEUTRAL] Hey [PII], it's been a long time since I talked to you, girl.
[CUSTOMER][POSITIVE] It has. We know, I, I guess, I guess everybody's still there. [PII] and [PII], they live uh yeah, we're good. All my, all my main folks are still there.
[AGENT][NEUTRAL] Well, we, [PII], yes, [PII], yes.
[AGENT][NEUTRAL] They are.
[CUSTOMER][NEUTRAL] Yes, well, I am calling about, oh, and oh, I'll email you if you can instead of that care place or whatever because I this person got left off back in January, I mean like in 121 or 23, and we're just trying to get them put back on like January of this year so I need to see if we can do that and we need to get them ID card ASAP. So I was just gonna see if you might could help me push this along or if there's somebody else that could.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I will say everything goes to the care team. Even if you send it to me, I will be sending it straight to the care team. So everything goes through the care team now.
[CUSTOMER][NEUTRAL] OK, so I do I just need to express the.
[CUSTOMER][NEUTRAL] OK, so I think that like, uh, express that I need something done today or whatever and can we get them pushed back to 11.
[AGENT][POSITIVE] You express how, just say this is extremely urgent for, you know, 11. Now [PII], is this, is this the gap? this when the gap plans? OK, they're gonna want uh a copy of the person's major medicals showing that they're major medicals. You are awesome girl. Put that on there and they should be able to go right on. If they need anything else, they'll, they'll let you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is, yeah, yes.
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] I got it attached with them, yeah, I got.
[CUSTOMER][POSITIVE] OK, well I'm gonna go ahead and do it right now. OK, I appreciate you, [PII] tell everybody I said hey.
[AGENT][POSITIVE] Oh, wonderful.
[AGENT][NEUTRAL] I will do it. I will. I was talking to [PII] when you called, matter of fact.
[CUSTOMER][NEUTRAL] Well, tell her I said hey and [PII].
[AGENT][NEUTRAL] Is [PII]'s, she's in [PII], but I'll tell her, bye dear.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] OK, thanks. Bye bye.
[AGENT][POSITIVE] Thanks, bye.