AccountId: 011433970860
ContactId: 2264e1ef-98d0-4282-9665-6456c8b86401
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236850 ms
Total Talk Time (AGENT): 104960 ms
Total Talk Time (CUSTOMER): 104048 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/2264e1ef-98d0-4282-9665-6456c8b86401_20250305T20:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII] and customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey, uh, I got a I got a client. I'm a financial adviser, uh, but I got a client who has an APNL dental policy, um, she is bad dementia and her daughter has POA, uh, and I'm just calling to see where I need to email, fax, mail that POA documents so we can get it on her account hold on one second.
[AGENT][NEUTRAL] OK, of course. And what was your name?
[CUSTOMER][NEUTRAL] Uh my name is [PII].
[AGENT][NEUTRAL] All right, Mr. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Oh, busy.
[CUSTOMER][POSITIVE] But, but do it good. how y'all doing?
[AGENT][POSITIVE] I understand. Uh, I'm good. Thank you for asking. Uh, and just in case we get disconnected today, what's a good phone number for you?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] All right. OK, [PII]. So you're in [PII].
[CUSTOMER][NEUTRAL] So yeah.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK, so I let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is the name of your client that you're calling about today?
[CUSTOMER][NEUTRAL] Uh, it's gonna be Miss [PII].
[AGENT][NEUTRAL] All right. And would you happen to have her dental policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, perfect. Thank you so much, Mr. [PII]. OK, hold on just a second for me.
[AGENT][NEUTRAL] All right. And can you verify Ms. [PII]'s date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, let me get it pulled up here. Give me one second.
[AGENT][POSITIVE] No problem, take your time. I just wanna make sure I'm looking at the right one.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much. OK, so I can give you each um address that you want that you can send it to and you can send it either way so fax mail, email, email is the quickest way.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] One thing
[CUSTOMER][NEUTRAL] Email? OK, that's what I need to know what's that email?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, yeah.
[CUSTOMER][NEUTRAL] Uh, hold on, hold on, what, what did you did was that [PII] team?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, yes.
[CUSTOMER][NEUTRAL] Alright, I will get it uh sent over there to email uh is there anything else that or anywhere else I need to send it to?
[AGENT][NEUTRAL] No, sir, um, the care team will get it and then if it needs to be forwarded to another department, they will do that once they receive it.
[CUSTOMER][NEUTRAL] Alright sounds good um well that's that's all I got unless you got anything for me.
[AGENT][NEUTRAL] No, sir. Are you sure there's nothing else I could do for you today?
[CUSTOMER][POSITIVE] That's it you've been a uh you've been a wonderful help. Thank you so much and you have a good rest of the week.
[AGENT][POSITIVE] No problem, Mr. [PII], you as well and thank you so much for calling APL.
[CUSTOMER][NEUTRAL] Yes ma'am, bye now.
[AGENT][NEUTRAL] Bye-bye.