AccountId: 011433970860
ContactId: 250b8b69-7042-4af4-bf19-e4aab45a54b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310410 ms
Total Talk Time (AGENT): 114060 ms
Total Talk Time (CUSTOMER): 86626 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/250b8b69-7042-4af4-bf19-e4aab45a54b8_20250303T21:22_UTC.wav
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[AGENT][NEUTRAL] Hello, thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I was trying to call and see if I can get my uh.
[CUSTOMER][NEUTRAL] My ID, my group ID for my, my membership ID for my, uh, dental insurance.
[AGENT][NEUTRAL] Can I have your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the email address that we may have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and you want you're calling to request a policy number correct then the callback number just in case the call this call is disconnected is [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So I'm gonna send you a copy of your card to your email. I can give it to you verbally as well, but I, I'm gonna send it to you so that way that you can have it, but it's.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] I'm sorry, I, I can't hear you. Yeah, I got far away from the phone.
[AGENT][NEUTRAL] So I'm gonna send you a copy of your card to your email, however, the policy number is 2,558,130.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] 01 moment.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] OK, the system is gonna allow me to send it to you.
[AGENT][NEUTRAL] OK, copy the call.
[AGENT][POSITIVE] Bear with me, it's loading so I can send it to you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Welcome.
[AGENT][NEGATIVE] [PII], you're killing time, so I'm gonna ask you a couple of questions. You're a local truck driver or you just?
[AGENT][NEUTRAL] Freelance
[CUSTOMER][NEUTRAL] I'm sorry, I'm sorry, you say, say again.
[AGENT][NEUTRAL] I said I'm asking questions just so it won't be a dead tone on the phone while I'm sending your information over for you or you a.
[CUSTOMER][NEUTRAL] OK, yes, ma'am.
[AGENT][NEUTRAL] Local truck driver or you freelancer?
[CUSTOMER][NEUTRAL] Uh, freelancer.
[AGENT][NEUTRAL] Do you like it?
[CUSTOMER][NEUTRAL] Uh, yes, it's not too bad. Uh, I do like a little triangle. I go from [PII] to [PII], [PII] to [PII], uh, [PII], [PII] back to [PII].
[AGENT][NEUTRAL] Oh, what part of [PII] are you in?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] What do you carry, all types of stuff?
[CUSTOMER][POSITIVE] That's not too bad at all.
[CUSTOMER][NEUTRAL] Uh, just cars, just brand new cars to the dealership, uh, Nissan and Volkswagens and Chevrolets.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh it sounds like sounds fun. You don't have to talk talk anything.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] No, uh uh, exactly, no, that's too much work.
[CUSTOMER][POSITIVE] I ain't trying to work that hard. Not too bad. Once you get the hang of, uh, loading the cars up, it's not too bad.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So I'm sending a copy of your dental card to your email.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Verify if you received it.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Uh, has it came through quite yet.
[AGENT][NEUTRAL] OK so let me see.
[AGENT][NEUTRAL] Request a hard copy to be sent to your.
[AGENT][NEUTRAL] And to your mail mailing address.
[AGENT][NEUTRAL] You might wanna refresh your um email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, [PII], yes, I got it right here.
[AGENT][NEUTRAL] No, if you're able to open it.
[CUSTOMER][NEUTRAL] Uh, the
[CUSTOMER][NEUTRAL] It's a loading it's loading now.
[CUSTOMER][POSITIVE] OK, yes ma'am, I'm available.
[AGENT][NEUTRAL] All right. Is there anything else that I can assist you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, no, ma'am, that's it. Thank you, Mr. [PII].
[AGENT][POSITIVE] You're welcome thanks for calling APL and you have a great day and be safe out there.
[CUSTOMER][POSITIVE] All right. All right, thank you. You too. Have a great day.
[AGENT][POSITIVE] Thanks. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.