AccountId: 011433970860
ContactId: 59cddac1-4b35-433a-8e49-c7e63cae2025
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128669 ms
Total Talk Time (AGENT): 27865 ms
Total Talk Time (CUSTOMER): 64471 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/59cddac1-4b35-433a-8e49-c7e63cae2025_20250501T13:57_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um, so I work for IBNR, the World Shooting Complex, um, Illinois Department of Natural Resources.
[CUSTOMER][NEUTRAL] And I got a letter in the mail for Mr. [PII].
[CUSTOMER][NEUTRAL] And it is a voluntary group voluntary dental plan like an insurance card, and he does not work here or maybe he did in the past, but he doesn't work for me now.
[AGENT][NEUTRAL] OK. Um, did it have a group number on it?
[CUSTOMER][NEUTRAL] Yes, it is 70054.
[AGENT][NEUTRAL] OK, so you're you're not part of the innovative staff solutions?
[AGENT][NEUTRAL] As a here.
[CUSTOMER][NEUTRAL] Not that I'm aware of, but it's, it's for Mr. [PII] and, and I don't think he works here.
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] I was just wondering if maybe you could send him a new card or contact him and find out a better location to send that.
[AGENT][NEUTRAL] OK, yes, um, we will give him a call and see what's going on on his address.
[AGENT][POSITIVE] Um, thank you for letting us know.
[CUSTOMER][NEUTRAL] I, I mean maybe maybe he.
[CUSTOMER][NEUTRAL] Yeah, maybe he did work here in the past and that was on his employment, um, the [PII].
[CUSTOMER][NEUTRAL] Um, but it got sent here, so maybe if you wanna cancel this and get a correct address for him.
[AGENT][NEUTRAL] OK, we will reach out and see what um address, uh, get a valid address should I say, yeah.
[CUSTOMER][NEUTRAL] OK, alright, I was just letting you know and I will uh shred this so.
[AGENT][POSITIVE] OK, thank you so much for that.
[CUSTOMER][POSITIVE] No problem bye bye.