AccountId: 011433970860
ContactId: f322bc6a-a665-4a74-9780-ef21c050c9aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 879960 ms
Total Talk Time (AGENT): 58213 ms
Total Talk Time (CUSTOMER): 232708 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/f322bc6a-a665-4a74-9780-ef21c050c9aa_20250319T15:53_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] How you doing [PII]? You doing alright today?
[AGENT][POSITIVE] I'm good, thanks for asking. How are you?
[CUSTOMER][POSITIVE] Um, I'm pretty good. I'm trying to get my uh.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] My dental and medical card, hold up one second, hold on 1 2nd.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEGATIVE] 81. OK, y'all send my medical uh dental card, but it's some security, the security stuff is messing up, I guess.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The online, OK, what's your do you have a policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I can give you my social. I don't have a policy, but I'm trying.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] [PII], could you verify your mailing address and your date of birth for me?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you and what is the email address that we have on file for you?
[CUSTOMER][NEUTRAL] [PII]. But hold on for a second, let me see. Oh shit.
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] Look, I have a question just in case this call is disconnected is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I like.
[CUSTOMER][NEUTRAL] Uh, they sent me the card, but then some type of security thing where you have to, you know.
[CUSTOMER][NEUTRAL] Hold on let me see
[CUSTOMER][NEUTRAL] Uh, one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see if this thing works.
[AGENT][NEUTRAL] Is it like an online account?
[CUSTOMER][NEGATIVE] Cause I
[CUSTOMER][NEUTRAL] No, ma'am. Uh, I, I asked to get my, I requested my insurance card, but somehow the lady is some type of security, uh, how y'all send it. It's how y'all send it and then.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, so it's asking you for like a code or something?
[CUSTOMER][NEUTRAL] Right, I got the code and then it, it, it didn't go away. It was like sorry for inconvenience, all this stuff, so then I requested it.
[AGENT][NEUTRAL] OK, got you. Well, let me, um, so I can send you, I can send you a copy of it, so let me.
[AGENT][NEUTRAL] Send it to you without that on there.
[CUSTOMER][NEGATIVE] Yeah, can you just they trying to put the little proof point whatever that shit is, that shit don't work. That shit just, I don't know, that shit frustrating.
[CUSTOMER][NEUTRAL] I verify myself. I said.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEGATIVE] Just send me the card and the doc, just send me the card regularly type shit.
[AGENT][NEUTRAL] Right, so let me, let me, let me do that for you. May I place you on a brief hold?
[CUSTOMER][NEUTRAL] Please, my, I need my dental and my medical, please.
[AGENT][NEUTRAL] OK, I can do that for you. Hold on one moment, I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Well.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] This mean some people's internet act a mess. I'm confused, sir. Didn't you marry me because I have a friend.
[CUSTOMER][NEUTRAL] boat
[CUSTOMER][POSITIVE] I like a little.
[CUSTOMER][NEGATIVE] I don't know, we all maybe that broke up in September, but I'm bored, so I'm gonna call and start some shit.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEGATIVE] You keep bother me.
[CUSTOMER][NEGATIVE] Why do you keep calling me? Well, I keep giving you no caller ID. Leave my phone alone.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Who else would I have call no caller ID exception?
[CUSTOMER][NEUTRAL] Be serious.
[CUSTOMER][NEUTRAL] That's when I got
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] What you mean what I'm talking about? I just told you what I'm talking about before I called you.
[CUSTOMER][NEGATIVE] No, fuck it. Why the fuck that you need to have some respect for somebody instead of always going out thinking of your motherfucking self.
[CUSTOMER][NEUTRAL] Oh. You must be on your way where?
[CUSTOMER][NEUTRAL] I'm about to say. Do what you need to do, weirdo.
[CUSTOMER][POSITIVE] What do you love? As I know we are in that bro, what do you love?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, I showed y'all this beer toothpaste. This is the update on it. I've used this much of it.
[CUSTOMER][POSITIVE] And it 100% works and 100% works, OK? I am not a smoker. However, if they.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] This week, a hot new bombshell enters the villa.
[CUSTOMER][POSITIVE] Y'all know about me and [PII] and I tell y'all about me. We met at this game show. I wanted that.
[CUSTOMER][NEUTRAL] Damn, I said, oh no, I'm walking. I got to do it real quick. I had to gather myself, so I'm like, talk to him and stuff like that, but I hate not telling me for real, or at least I thought he wasn't feeling me because he's like a real man I I couldn't get it. I'm like, I do I just search.
[CUSTOMER][NEUTRAL] I like ha, he followed me on Instagram. I follow him back. He always said he was gonna slide on me further, so he was not, but I ended up sliding up on his story because he posted something about the game show. I was like, you suck or something like that. That's not for me it was like, oh, at the first sight like I'm I'm about to low. I'm crazy but I just.