AccountId: 011433970860
ContactId: fb4f7614-0be7-442e-93bd-be178a600da1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320750 ms
Total Talk Time (AGENT): 70434 ms
Total Talk Time (CUSTOMER): 192545 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/fb4f7614-0be7-442e-93bd-be178a600da1_20250326T15:07_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. Yeah, um, my name is [PII]. I was calling yesterday with, um, about my insurance card.
[CUSTOMER][NEUTRAL] Can I give you my phone number? Can you see my details?
[AGENT][NEUTRAL] I can barely hear you.
[CUSTOMER][NEUTRAL] Yes, so, uh, you know, my insurance card, I don't receive it, yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You have not received it?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, you did receive it or you have not received it?
[CUSTOMER][NEUTRAL] And then yesterday she say.
[CUSTOMER][NEGATIVE] No, I do receive it because I don't even the, the address because I have like uh [PII]. I have a visiting from a kind of color, but I don't have that address in, in even the old insurance uh part.
[AGENT][NEUTRAL] Can you give me your name?
[CUSTOMER][NEUTRAL] But yesterday when I called, yeah, I think. OK. [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, [PII], first name and then last name [PII]
[AGENT][NEUTRAL] OK. I'm so sorry. Uh, you're very, I can't hear you.
[CUSTOMER][NEUTRAL] You hear me?
[CUSTOMER][NEUTRAL] OK. Hello? Can you hear me now?
[AGENT][NEUTRAL] OK, spell your first name spell your first name for me again.
[CUSTOMER][NEUTRAL] OK, my first name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] NOT or NOP as [PII]?
[CUSTOMER][POSITIVE] But like tea so much.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So I don't know. Can I give you policy number it's better for you?
[AGENT][NEUTRAL] Please. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, OK, 259-810-9.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And how do you pronounce your last name?
[AGENT][NEUTRAL] Halo
[CUSTOMER][POSITIVE] [PII], yes, hello yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and can you verify your date of birth, mailing address and email address please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Email address [PII].
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] I'm showing a PO box.
[CUSTOMER][NEUTRAL] Yeah, yeah, 6868269.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] The city, state, and zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] I tell you.
[AGENT][NEUTRAL] OK, [PII]?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK, thank you for verifying that information for me.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] And how can we help you today?
[CUSTOMER][NEGATIVE] Yeah, because they yesterday I was calling because I explained them weeks ago because the Morales group they uh they I'm not working because, but I'm waiting, I'm working with the staffing, but I'm waiting them so they, I don't have a work until they call me so that's why the last my 3, bill I pay by myself.
[CUSTOMER][NEUTRAL] So this card number I need it but still I don't receive it, you know, the card number, the address, what is the insurance company name?
[AGENT][NEUTRAL] So you have the ID card in your hand?
[CUSTOMER][NEUTRAL] No, I don't have it.
[AGENT][NEUTRAL] OK, are you still employed?
[CUSTOMER][NEGATIVE] Not that still I'm waiting because that's skin service, you know, they may give you work 3 months and then you start work at another time. I'm nowhere, yeah.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK. How long have you been out of work?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] From February I'm not working uh because the company is slowed down so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So that's why
[CUSTOMER][NEGATIVE] The company slowed down, so I'm not working almost one month, but they call me if they call me, I'm working for Morales. Yeah, so can I call you back?
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] And so do you want, you want us to email the ID card to the address you verified?
[CUSTOMER][NEUTRAL] You not. What's your birthday? [PII].
[CUSTOMER][NEUTRAL] OK, all right.