AccountId: 011433970860
ContactId: 1b53000f-bf41-41e4-a34d-63b413fa88b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128339 ms
Total Talk Time (AGENT): 34708 ms
Total Talk Time (CUSTOMER): 31629 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/1b53000f-bf41-41e4-a34d-63b413fa88b9_20250428T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I was calling because I received, um, a letter today with, um, some cards attached for dental coverage it looks like, and I didn't know like how I got this or or where it came from.
[AGENT][NEUTRAL] OK. Do you have your, um, can I look it up by your name or your social?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And that's [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, pulling it up. Give me one moment.
[AGENT][NEUTRAL] Um, does the card have like a policy certificate number on it?
[CUSTOMER][NEUTRAL] It does.
[AGENT][NEUTRAL] OK, what is that number?
[CUSTOMER][NEUTRAL] 02617165
[AGENT][NEUTRAL] OK, can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, it looks like these are through your, uh, employer, through management. Yeah, looks like it's the dental policy that they've offered through your employer.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, alright, alright, thank you so much.
[AGENT][NEUTRAL] OK, anything else I can help with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.