AccountId: 011433970860
ContactId: 003fa2c8-2f97-41db-8c85-a6e3aca4889f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201259 ms
Total Talk Time (AGENT): 96830 ms
Total Talk Time (CUSTOMER): 77834 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/003fa2c8-2f97-41db-8c85-a6e3aca4889f_20250515T16:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].
[CUSTOMER][NEUTRAL] Uh, I'm, I'm an employee of Megaforce. Uh, I apply for dental or or or pay for dental, and I never received the card and I'm having a, a, a dental emergency right now and I need to know that I'm, I'm good to go to the dentist cause I got to go to the, uh, I'm going to the emergency room now, but I got an appointment for the dentist Monday.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, um, and do you, well, and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. That's [PII].
[AGENT][POSITIVE] OK, thank you ma'am. Give me one moment.
[AGENT][NEUTRAL] [PII]. And uh Ms. [PII], verify your date of birth, mailing address and email address for me too, uh, please.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My mailing address is [PII]. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][POSITIVE] Go ahead. Yes, ma'am. I'm sorry.
[CUSTOMER][NEUTRAL] My mailing address is [PII], zip code [PII]. Uh, what else you said email address?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That's lowercase letters [PII].
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII]. And a good callback number in case the call drops is the same number you're calling from?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, the [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much. Uh, yes, ma'am. I do show you have a dental policy with us and effective [PII] of this year, and I show it's active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, how do I go out, I, I, will I have to call y'all, or how do I do it because I never received the card or nothing that says I have insurance.
[AGENT][NEUTRAL] Oh, I'm sorry. Uh, let me make sure I can pull it up. If you like, I can, I.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And make sure your card is in the system.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Uh, we can email the card to you and also we do have an online service center where you can print out a temporary card and also view your policy and check claim status from the site, but I can definitely email this to you if you like.
[AGENT][NEUTRAL] And uh send a request uh where a hard copy will be sent out to you.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, yes, ma'am. I'll send this out to you in a few minutes. Is that OK to send it to the same address you just verified?
[AGENT][NEUTRAL] Or email address I'm sorry.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] OK, I will send this off to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll be great.
[AGENT][POSITIVE] OK, thank you, ma'am. Uh, thank you for calling APO you have a great day and I hope you feel better.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][POSITIVE] Thank you.