AccountId: 011433970860
ContactId: 0a856cb8-d6b6-422b-b8c4-208f44dc87ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207039 ms
Total Talk Time (AGENT): 86972 ms
Total Talk Time (CUSTOMER): 77290 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/0a856cb8-d6b6-422b-b8c4-208f44dc87ab_20250226T20:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I have an appointment with the dentist tomorrow.
[CUSTOMER][NEGATIVE] And I need the information that I need to give to the, to the office. I lost my car.
[AGENT][NEUTRAL] OK, OK, yes sir, I can get that for you. Now, do you happen to know your policy number?
[CUSTOMER][NEUTRAL] Not
[AGENT][NEUTRAL] OK, OK, I can look it up. Do you mind if I look it up with your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Taking it just a minute.
[AGENT][NEUTRAL] OK. Now the middle two numbers, did you say [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And my name is [PII].
[AGENT][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] OK, and you're in [PII]?
[CUSTOMER][NEUTRAL] [PII], uh-huh.
[AGENT][NEUTRAL] OK, thank you. Now, can I get you to verify your birthday and address for me?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. I appreciate that, Mr. [PII]. And also, will you verify your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Um, now, I can email you a copy of your ID card and also have one mailed out to you. Um, is that OK, yes, sir, I sure will. But um, do you need to write down your policy number?
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][NEUTRAL] Uh yes, please, because I need to get, I guess I need to give that to the dental office tomorrow, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, yes sir, and I will email you a copy, but like I said, I will have a copy mailed to your home address also.
[CUSTOMER][NEUTRAL] OK, so the number that that she's gonna call is this number 256-860-6?
[AGENT][POSITIVE] Yes, sir. Yes, sir. That's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, give me the policy then.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] OK. It is 124.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 6
[CUSTOMER][NEUTRAL] 124
[AGENT][NEUTRAL] 651-7.
[CUSTOMER][NEUTRAL] 124 6517.
[AGENT][NEUTRAL] Yes, sir. That's it. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the, the, they, they, they only gonna need this policy number and I'm gonna give them this phone number, right?
[AGENT][POSITIVE] Yes, sir. That's right, and they can call us and verify your benefits. That's right.
[CUSTOMER][NEUTRAL] OK. All right, yeah, can you send me an email with my card, please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I sure will. Yes, sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You are welcome. Can I do anything else for you?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] No, that's it. I appreciate it.
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. You have a good day and thank you for calling ATL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.