AccountId: 011433970860
ContactId: 3cf79736-3764-459f-96b0-60d4ae559463
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155259 ms
Total Talk Time (AGENT): 49106 ms
Total Talk Time (CUSTOMER): 81848 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/3cf79736-3764-459f-96b0-60d4ae559463_20250417T12:13_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. I know it's early in the morning. Um, I, um, my name is, uh, I guess I'm the insured, [PII], but I received the package.
[CUSTOMER][NEUTRAL] With the ID cards, um, I just need to know, is this, um, is dental included here too, or do I need to have a different card for dental?
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number on the card?
[CUSTOMER][NEUTRAL] Policy number 02605480.
[AGENT][POSITIVE] And then a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] And if you could verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And billing address is [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] Um, I'm not sure if I, I think I have it under my work email [PII].
[AGENT][POSITIVE] Mhm, that's what we show. Thank you for verifying.
[AGENT][NEUTRAL] OK, so this is a new policy. This is your gap policy. I only show that you have a medical gap policy, no dental policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No dental policy, but that was supposedly included.
[AGENT][NEUTRAL] So you'll have to reach out to your employer we process the information that we received from your employer.
[CUSTOMER][POSITIVE] Mm. Understood. OK. All right. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] No, that's it. But typically it'll be included on the card, is that what you're saying?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] If you have an additional product or policy, you'll, you should receive, um, a dental card.
[AGENT][NEUTRAL] So it's a different, it would be a different ID card.
[CUSTOMER][NEUTRAL] Uh-huh. OK.
[CUSTOMER][POSITIVE] Understood. OK, thank you.
[AGENT][NEUTRAL] Mhm. All [PII]. Anything else?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] All right, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mm bye-bye.