AccountId: 011433970860
ContactId: 28b68464-4c69-4ea6-a0a9-bc6d135b032a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156270 ms
Total Talk Time (AGENT): 58431 ms
Total Talk Time (CUSTOMER): 82145 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/28b68464-4c69-4ea6-a0a9-bc6d135b032a_20250306T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I was wondering if you guys could email me my dental, uh,
[CUSTOMER][NEUTRAL] Information my dental card or something.
[AGENT][NEUTRAL] The card, the ID card, um, sure, yes, I can assist you with that. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you know the policy number or you don't have that information?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, I don't think I really have that information.
[AGENT][NEUTRAL] OK, that's fine. What's the spelling of your last name?
[CUSTOMER][NEUTRAL] Oh, I do have a policy number thing that's on this card.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Is it hold on this one.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Oh, I think I have it. This is the uh.
[CUSTOMER][NEUTRAL] It's 02464561.
[AGENT][NEUTRAL] 61 is the last two?
[CUSTOMER][NEUTRAL] I think this is the dental thing. Yes, 6:15 and it's a, it's a OK, I think this is the dental part because it says the plan it says group voluntary dental.
[AGENT][NEUTRAL] OK. Yeah, sounds like it.
[CUSTOMER][NEUTRAL] So this is
[CUSTOMER][POSITIVE] Yeah, that's the card that I'm uh OK, thank you. I'll.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It sounds like it. I can go ahead and confirm um if you can provide me the date of birth, mailing address and email address, I can confirm that that is or if it's active.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. You said my date of birth, what, what else?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mailing address and email address for verification.
[CUSTOMER][NEUTRAL] Um, I don't really remember that. It's something Chesapeake. I just, I don't, I get it mailed to my sister so that she's able to pick up my mail while I'm on the road.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Uh, OK, and what's your email address?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, OK. Yes. Mhm. Yes, that is your card. That one is the one that is active, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, that's that's all I needed. I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, it's OK, no problem. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, that's it. I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Mm.
[CUSTOMER][NEUTRAL] Alright bye bye.