AccountId: 011433970860
ContactId: 17b099b9-5006-4713-8982-5d37f8f0864c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 437100 ms
Total Talk Time (AGENT): 89502 ms
Total Talk Time (CUSTOMER): 87020 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/17b099b9-5006-4713-8982-5d37f8f0864c_20250421T15:55_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to get a, a card a card number sent to my email with my dental benefits, but nobody's able to help me. Are you able to help me?
[AGENT][NEUTRAL] Uh, I can try. What is your policy number?
[CUSTOMER][NEUTRAL] That I don't know, that I don't know.
[AGENT][NEUTRAL] OK. Uh, what's your last name or social?
[CUSTOMER][NEUTRAL] Uh, is my last name [PII]
[CUSTOMER][NEUTRAL] And [PII] is my first name.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm getting this pulled up. Give me one moment.
[AGENT][NEUTRAL] You said dental, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am, for dinner.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, what's your birthday, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, just need two other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, um, let me get that pulled up.
[AGENT][NEUTRAL] OK, yes, I can email over your card right now. Um, that'll go to the address you just gave me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there any, anything else I can help with today?
[CUSTOMER][NEUTRAL] Oh no, you, you said you're gonna email the card over to me?
[AGENT][NEUTRAL] Yeah, it'll just take about 2 minutes.
[CUSTOMER][NEUTRAL] OK, I guess I can hang up then, OK, let's see. I was trying to see if I come in.
[AGENT][NEUTRAL] Oh yeah, you can hold. Let me get it to you. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Sure you receive it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Also, can you, can you email it to my, my dentist too?
[CUSTOMER][POSITIVE] Got to be good.
[AGENT][NEUTRAL] Uh, sure.
[AGENT][NEUTRAL] Yeah, I'll include your email address though too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I haven't received it yet.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK, and what's that email address for your dentist?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, that, so [PII]?
[CUSTOMER][NEUTRAL] Uh-huh, yes, uh-huh, yeah, DR, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just sent it, so you should get it.
[CUSTOMER][NEUTRAL] Can you send it to them, but I, I haven't got it on my end yet.
[AGENT][NEUTRAL] Yeah, it should be coming through. It just went through online.
[CUSTOMER][NEUTRAL] Let me see if I refreshing.
[CUSTOMER][NEUTRAL] I still don't see it. Shall I refresh my thing?
[AGENT][NEUTRAL] Yeah, I'd refresh, make sure it's not in your spam too.
[CUSTOMER][NEUTRAL] And I spend
[AGENT][NEGATIVE] Yeah, like your, uh, like junk mail, make sure it didn't go there.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Did [PII].
[CUSTOMER][NEUTRAL] And who was it coming from?
[AGENT][NEUTRAL] Uh, it should be coming from [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, I'm still looking
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You got it. He's right here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I got it. OK, thank you.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] OK, thank you, uh, you said the same thing to the dentist, right?
[AGENT][POSITIVE] Thank you. Have a good day.
[AGENT][POSITIVE] Yes, I did. Same thing to the dentist. Yeah. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Then we
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, thank you. Have a good day.