AccountId: 011433970860
ContactId: 1d365498-7495-4e01-a688-89096eaaa8d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179759 ms
Total Talk Time (AGENT): 44150 ms
Total Talk Time (CUSTOMER): 52159 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/1d365498-7495-4e01-a688-89096eaaa8d9_20250421T17:28_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] To order a copy of the card? I need to order a copy of my benefits on the card.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Oh you wanna
[CUSTOMER][NEGATIVE] Oh, and you're just getting started. I don't have any of your so do I need to get that from.
[CUSTOMER][NEUTRAL] Um, I don't know if your work would have it.
[AGENT][NEUTRAL] Um, I can look it up by your last name or your social.
[CUSTOMER][NEUTRAL] OK, yeah, do it that way then.
[CUSTOMER][NEUTRAL] We do my social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm getting that pulled up. Just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII], cause it was it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is this for your dental or your hospital indemnity or which policy?
[CUSTOMER][NEUTRAL] All of them.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I just need to verify a few pieces of information. What's your birthday?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then lastly your email address?
[CUSTOMER][NEUTRAL] [PII] my [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can get that emailed over to you uh the email you provided, um, do you have a good callback number for, uh, call?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, there is a card for your dental and your hospital indemnity, um, and I'll email those over to you so you can have those.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Just give it about 55 minutes.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Alright bye.