AccountId: 011433970860
ContactId: 42902cc3-a41e-4d61-b95f-dd9d898a3f42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222300 ms
Total Talk Time (AGENT): 62805 ms
Total Talk Time (CUSTOMER): 81922 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/42902cc3-a41e-4d61-b95f-dd9d898a3f42_20250416T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, so my name is uh [PII]. Um, I drive for Western Express, um, and I set up a medical and dental uh plan with y'all, um, about when I, when I got my own truck. Um, they said that it was supposed to be mailed out in April. Uh, I haven't gotten it yet and I was trying to see if everything's been like been effective.
[CUSTOMER][NEUTRAL] Cause I got a dental appointment tomorrow and and they need my insurance, well my dental insurance. I don't have the the the number for that.
[AGENT][NEUTRAL] OK. Do you
[CUSTOMER][NEUTRAL] Go with the policy number for that?
[AGENT][NEUTRAL] OK, you don't have the policy number?
[CUSTOMER][NEUTRAL] Uh, no, I don't, I don't see it in my email or nothing like that. I don't know if you have an app to where I could download an app and try to plug in everything like that or whatnot.
[AGENT][NEUTRAL] Yeah, what's your last name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, let me pull this up. Give me one moment.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, and you said it was for your dental plan, is that correct?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just need to verify a few pieces of information. Do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your birthday?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, yes, so you can set up your online account, um, but it has to be from a laptop or desktop. Do you have access to that?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think, I think my sister I have a laptop.
[AGENT][NEUTRAL] OK, um, so I can send what I can do in the meantime, I can send you a copy of your card, uh, to your email address.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] I'll send you the instructions on how to set up your account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me uh pull it up and make sure I've got a copy of it. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, I've got a copy of your card, so I will send that to your email address. Look out for that. I'll send it in the next about 5 minutes, and then again with instructions on how to set up your account too, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You