AccountId: 011433970860
ContactId: 4dece95f-56bc-49ad-91a0-22e100479ea5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239800 ms
Total Talk Time (AGENT): 119703 ms
Total Talk Time (CUSTOMER): 103131 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/4dece95f-56bc-49ad-91a0-22e100479ea5_20250304T17:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, I have a dental insurance through you guys and um the office is saying they need my member ID or something, I guess, so that they can.
[CUSTOMER][NEUTRAL] Check my benefits with you guys for a new crown.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're needing to get your policy number?
[CUSTOMER][NEUTRAL] Yeah, I guess my policy number, yes, uh huh.
[AGENT][NEUTRAL] Is that correct?
[AGENT][POSITIVE] Yes. OK, yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]? What's your last name, [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you. And Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And is the policy in your name?
[CUSTOMER][NEUTRAL] It is. Uh-huh.
[AGENT][NEUTRAL] OK, and what is your full social please so that I can look up your information?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, and Ms. [PII], I will need to verify several things with you first for security purposes. So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] Uh, I don't know if you guys have the right one on file.
[CUSTOMER][NEUTRAL] Uh, it used to be [PII], yeah, it used to be [PII].
[AGENT][NEUTRAL] But what we'll, we'll just need.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] No, ma'am, that's not the one we have.
[CUSTOMER][NEUTRAL] OK, do you have [PII]?
[AGENT][NEUTRAL] No, ma'am. No, ma'am.
[CUSTOMER][NEUTRAL] Do you have [PII]?
[AGENT][POSITIVE] OK, keep going with that one.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, thank you. Is that your current address or is that the long? OK, alright, thank you. And then your phone number that's on file is the same as the one you gave me, so that is your best contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] It is, it is.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Thank you. And lastly your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying all of your information. OK, so your policy number.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Just let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It is 614.
[AGENT][NEUTRAL] 966.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then this, I mean Miss [PII], have you ever set up your profile in our portal called the online service center where you can actually have access?
[CUSTOMER][NEUTRAL] I believe I
[CUSTOMER][NEUTRAL] OK, I believe I have, um, yeah, because I have a password and stuff, so is your guys' number that [PII]?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Oh, OK, good.
[AGENT][NEUTRAL] It is. Uh-huh. Mhm. Yes, ma'am, it certainly is.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I had 2 numbers in here. I don't know why.
[AGENT][NEUTRAL] And just so you
[AGENT][NEUTRAL] Uh, I don't, yes, that is the best number to give them. And just so you know too, in your portal, you can log in and you can, there, your ID cards, if you need that is in your portal as well.
[CUSTOMER][NEUTRAL] OK, that's what I'm trying to do right now is um log on maybe and see if I can get that so that they can uh.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Pull that up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So, OK. All right, thank you.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you for your help.
[AGENT][POSITIVE] Yes, ma'am. You're welcome and thank you for calling APL. I hope you have a very nice afternoon.
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][POSITIVE] Uh huh thank you bye bye.
[AGENT][NEUTRAL] You're