AccountId: 011433970860
ContactId: 15144145-b732-4a99-8c0a-9c22f2c20baa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143740 ms
Total Talk Time (AGENT): 52991 ms
Total Talk Time (CUSTOMER): 56043 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/15144145-b732-4a99-8c0a-9c22f2c20baa_20250226T15:25_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, my husband is the primary uh person on the card for insurance for the dental insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And we, we have not received a new card in the mail this year.
[AGENT][NEUTRAL] OK. I can help you with that. What is your policy number?
[CUSTOMER][NEUTRAL] I don't have the policy number. I can give you my husband's name and his social security number.
[AGENT][NEUTRAL] OK, what's his social name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, Mr.
[CUSTOMER][NEUTRAL] Might be just [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and can you verify his date of birth and the address, please?
[CUSTOMER][NEUTRAL] Yeah, yeah, it's [PII].
[AGENT][NEUTRAL] OK. And the address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and the phone number and email address.
[CUSTOMER][NEUTRAL] His, his phone number is [PII] and his email is is [PII].
[AGENT][NEUTRAL] OK, thank you Ms. [PII], and you were needing new cards, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, I've got those ordered for you, um, the.
[AGENT][NEUTRAL] Arrive in 5 to 10 business days. We also have an online service center where you can view your, your policy and get temporary cards if you should need them before they arrive.
[CUSTOMER][NEUTRAL] Can you tell me the policy number or no?
[AGENT][NEUTRAL] Uh yes, ma'am. Your policy number is 206.
[AGENT][NEUTRAL] 1499.
[CUSTOMER][NEUTRAL] 1499
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Alright, and is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's everything thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL and you have a wonderful day, Ms. [PII].
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Mhm thank you.