AccountId: 011433970860
ContactId: 4f39c11a-d423-4afa-9ccf-fc8615414b66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278339 ms
Total Talk Time (AGENT): 83250 ms
Total Talk Time (CUSTOMER): 105079 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/4f39c11a-d423-4afa-9ccf-fc8615414b66_20250604T19:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I would like to, um.
[CUSTOMER][NEUTRAL] Get my uh dental card copies of my dental card sent to my email and possible change of address.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] OK, I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] Social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what is your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me pull up your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is your address and the address that we have on file and then your email address?
[CUSTOMER][NEUTRAL] [PII]. Email is [PII].
[AGENT][NEUTRAL] Uh, it looks like I have a different Gmail.
[CUSTOMER][NEUTRAL] Yeah, that's the only email that I have given them, yeah.
[AGENT][NEUTRAL] Um, I have a.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] See, uh, let me see which one else would they have um.
[CUSTOMER][NEUTRAL] Uh, is it S [PII]? I'm not sure. I can't, I really can't remember.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, it, it does. Do you have the rest of that email?
[CUSTOMER][NEUTRAL] Switch right
[AGENT][NEUTRAL] Yes, OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] You want to change your email?
[CUSTOMER][NEUTRAL] Yes, it could probably change it. Yeah, it's confusing. Put it to the first one. I could give that to you again.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then [PII], can you give me that uh email again? I'll get that changed.
[CUSTOMER][NEUTRAL] That is uh [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got that updated and then you said you have a new address, is that right?
[CUSTOMER][NEUTRAL] Yeah, that's send everything to [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And that's [PII], that's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me repeat it back to you. It's [PII].
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, OK, I will get you a, and you want, you want that card emailed to the new email address, correct?
[CUSTOMER][NEUTRAL] Yes, send mine and send the two kids, one to [PII] and [PII].
[AGENT][POSITIVE] OK, I'll get that sent your way just give me a few minutes and is there anything else I can help with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's it, um, oh yeah, um.
[CUSTOMER][NEUTRAL] I need to find um dental that's in the network maybe.
[AGENT][NEUTRAL] Um, you can actually see any dentist you like. Um, you do have access to caring. You can go to any dentist that you like, so.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] Sounds good I appreciate that thank you ma'am.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.