AccountId: 011433970860
ContactId: dc00a0bf-21e8-4d47-a5ef-85c7855a353f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238550 ms
Total Talk Time (AGENT): 81499 ms
Total Talk Time (CUSTOMER): 90071 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/dc00a0bf-21e8-4d47-a5ef-85c7855a353f_20250423T17:59_UTC.wav
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[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For calling ATL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, good afternoon. How are you doing today?
[AGENT][POSITIVE] I'm doing well. How are you doing today?
[CUSTOMER][NEUTRAL] All good. All good, thank you for asking. Um, so I was calling with, I was calling with Banco de Credito de Peru because I was trying to make some changes in the website and it's showing me like an error and it doesn't allow me to like terminate employees or add employees.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] So I will see if you guys can help me with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, and can you spell your first name for me and give me your group number?
[CUSTOMER][NEUTRAL] Yes. First name is gonna be [PII] Last name is [PII]
[AGENT][NEUTRAL] OK, and um, what is your group number, please?
[CUSTOMER][NEUTRAL] OK, hold on one second, let me look that up for you.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So the group number is gonna be 25962.
[AGENT][NEUTRAL] OK, let me look up that group real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and what is your name?
[CUSTOMER][NEUTRAL] It's [PII] Last name [PII]
[AGENT][NEUTRAL] That your
[AGENT][NEUTRAL] OK, and that is your name, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] First name [PII] and last name [PII].
[AGENT][NEUTRAL] OK, I am not showing that you're on the group as a contact person, Miss [PII], um, so what we'll need to do is, uh.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] Money.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] You can send in an email.
[AGENT][NEUTRAL] To us, um, to the care team and it's CARE.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and that [PII].
[CUSTOMER][NEUTRAL] Mm, got it. I have that email.
[AGENT][NEUTRAL] OK good if you send an email with the information on the demographics and the patient I'm sorry, and the member's name and policy number we can terminate the member for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, OK, I'll do that thank you so much for your help.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Well, you're welcome. Is there anything else I can help you with, Miss [PII] before we go?
[CUSTOMER][NEUTRAL] No, that's gonna be all.
[AGENT][POSITIVE] OK, well you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too as well. Bye.
[AGENT][NEUTRAL] Bye-bye, Miss [PII].