AccountId: 011433970860
ContactId: 54c51af3-32e4-480d-a2c3-6528da8c9e8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201839 ms
Total Talk Time (AGENT): 53722 ms
Total Talk Time (CUSTOMER): 57611 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/54c51af3-32e4-480d-a2c3-6528da8c9e8b_20250618T22:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I have a question. Uh, I have a card, or APR card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm seeing group voluntary dinner on there so it is, it's a, a dental card in a medical card too.
[AGENT][NEUTRAL] Um, do you have the cert is there a certificate number on there or a policy cert number?
[CUSTOMER][NEUTRAL] Uh, OK, my policy number is 02579736.
[AGENT][NEUTRAL] Uh, what was your first and last name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII]. Last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, then can you verify your address and email address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][NEUTRAL] OK, and then last, lastly, Mr. [PII], could I have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. Let me uh pull up this card real quick and make sure it's just.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] OK, so that card, that one's just for dental. Uh, let me see if you have me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you looking for medical information? Is that what you're needing?
[CUSTOMER][NEUTRAL] Uh yeah, I'm probably going to the doctor tomorrow, but this I know I don't think it was something me no no no um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That one's just dental, but it looks like you do have a another limited policy. Let me pull that one up.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] 391
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] OK, you do have another, uh, medical policy. Do you want me to email you that card?
[CUSTOMER][POSITIVE] Yep, I, I, I sure appreciate it.
[AGENT][NEUTRAL] OK, I'll get that emailed over. Just give me a few minutes, OK?
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great evening.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Thanks