AccountId: 011433970860
ContactId: 1cfb7c1c-6a03-4a97-a27a-76bcddbd58fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73069 ms
Total Talk Time (AGENT): 32810 ms
Total Talk Time (CUSTOMER): 28529 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/1cfb7c1c-6a03-4a97-a27a-76bcddbd58fd_20250221T19:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there. Uh, I just got my, uh, group voluntary dental card in the mail.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm new with the company, but uh I was thinking that the.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The medical, the prescription, and the dental all come together. Do you send that card separately?
[AGENT][NEUTRAL] Yes, um, so if you have a, you have medical coverage with us as well and you just received the dental, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, yes, they are separate. Um, so if you just got the dental, you should be getting that medical soon. Um, if you'd like, I can get that pulled up and verify.
[CUSTOMER][NEUTRAL] Um, sure, please, I just wanted to confirm that they are mail separate but if you can thanks.
[AGENT][NEUTRAL] Yes, as they are separate cards and separate policies, um, yes, sometimes they are sent out separately as well, um, OK, yes, I can get that pulled up and we could just check that out. What was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII], I have a group number here that.