AccountId: 011433970860
ContactId: e94bb2ec-6297-408e-8e26-a1993b66c431
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346100 ms
Total Talk Time (AGENT): 182957 ms
Total Talk Time (CUSTOMER): 147601 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/e94bb2ec-6297-408e-8e26-a1993b66c431_20250509T14:51_UTC.wav
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[CUSTOMER][NEGATIVE] But I don't do.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][POSITIVE] Thank you for calling APL. This is Memory and customer service.
[CUSTOMER][POSITIVE] Hey, I'm sorry, that that song, that uh whole music is catchy.
[AGENT][NEUTRAL] How are you?
[AGENT][NEUTRAL] Yeah, it gets me sometimes too.
[CUSTOMER][NEUTRAL] Um, I have a quick question. Um, may have to send a hug, but I have an insurers depended on the phone. They aged out from their mom's dental policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they're wanting to know if we can send like um a letter stating that they're no longer on the policy so she can get her own insurance. I didn't know if that's something we do for dependents or previous dependents on the plan.
[AGENT][NEUTRAL] Yeah, it usually sends one out when they age out. Uh, what's the policy number?
[CUSTOMER][NEUTRAL] 617-701.
[AGENT][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Do do do do do do do do.
[CUSTOMER][NEUTRAL] You ready for Mother's Day?
[AGENT][NEUTRAL] Uh, not really. Um.
[AGENT][NEUTRAL] Yeah. We were gonna go out last night, um, to eat somewhere where I've been wanting to go and um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, I had my mom watching her and we had some family drama go down, so I had to go get.
[AGENT][NEGATIVE] [PII] from her house and so I didn't get to go and I'm not going this weekend because
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] The restaurants are always crazy, so.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Especially during like a holiday.
[AGENT][NEUTRAL] Exactly, yeah, so.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oh, I need to call my mom and see where she may wanna go for dinner.
[CUSTOMER][POSITIVE] Hopefully, it's an easy breezy place or something, you know.
[AGENT][POSITIVE] Yeah, I want this place I wanted to go to has crawfish and
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I wanted it so bad. I haven't had any this year. Oh yes, girl. I can eat just the potatoes, but my husband likes the corn.
[CUSTOMER][POSITIVE] I love the potatoes and the corn.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Which dependent is it?
[CUSTOMER][NEUTRAL] Long time ago. I don't know if you ever, if you remember the dock or are you originally from [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I am, yeah.
[CUSTOMER][NEUTRAL] Um, my
[CUSTOMER][NEUTRAL] A friend of mine, her dad was a was a bartender there. So for, I think we were [PII] or so, they got us jobs um for like Saint Patrick's Day selling crawfish.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] We made so much money that, and I remember I ate so much crawfish and potatoes. And there was, and you know, the dock was a bar and we were outside, we couldn't go inside because we were under age. But there were so many drunk people, like this one lady, she kept putting $5 tips in the jar every time she stole a potato. I was like, keep going.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] Oh my God. That's so funny. Yeah, uh, my parents used to actually go there a lot when we were younger. Um, I, I never went, so, uh, they tore it down before I got even close to, um, being of age. I know.
[CUSTOMER][NEUTRAL] It was fine once I was of age.
[CUSTOMER][NEGATIVE] I hate that they tore it down though.
[CUSTOMER][POSITIVE] Cause it was so much fun though.
[CUSTOMER][POSITIVE] They had good food too.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, I heard really good stuff about it and my parents were not happy when they tore it down either because like I said, they used, they used to go there a lot.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I think my uh husband said Prince played there or Prince showed up at the dock. I was like, man, I wish I was of age. I could have went and saw Prince.
[CUSTOMER][NEUTRAL] And vanilla ice too apparently.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh my gosh, really?
[AGENT][NEUTRAL] Vanilla ice.
[CUSTOMER][POSITIVE] Yeah, girl, I've been all up in there. I, I'm in love, I was in love with Prince.
[AGENT][NEUTRAL] It wasn't.
[CUSTOMER][NEUTRAL] Yeah, that's true.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Is this for Juliet?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, there is a letter in here um showing that.
[AGENT][NEUTRAL] They did attain the expiry age and are removed, but there's no address on here so that's a little weird.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Well she said that they received something but it didn't show that it was for dental.
[AGENT][NEUTRAL] Oh, OK. Yeah, it, it doesn't. Um, we may have to type up a, um,
[AGENT][NEUTRAL] A manual letter
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Yeah, we'll need to type up a manual letter.
[AGENT][NEUTRAL] Um, could you put in a hub request and ask her how she wants it? We can send it by email or we can send it in the mail, but it'd be quicker if she if she'd take it by email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, I'll ask her. Yeah.
[AGENT][NEUTRAL] OK. And yeah, we can, we can type something up manually and get that out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] It's weird how I don't know how they got it because it's not showing a name or an address on here. It just says like it's a template, it says address 1, address 2 address 3 so it's weird. I don't see how they got one at all because it's not right.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That's weird.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Well, [PII], I appreciate you, you try to have a good Mother's Day and the weekend.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][POSITIVE] All right lady.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Bye.