AccountId: 011433970860
ContactId: 5b257c5e-305e-4685-87fc-4305fae9fbbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287769 ms
Total Talk Time (AGENT): 80218 ms
Total Talk Time (CUSTOMER): 60471 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/5b257c5e-305e-4685-87fc-4305fae9fbbd_20250115T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. You guys provide my dental insurance. I was calling because I don't have any ID cards, or if you sent them to me, I misplaced them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're requesting a copy of the ID card?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, what's your policy number? Oh, you don't have that. Spell your last name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said that this is a dental policy, [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, verify your date of birth and your mailing address for me please.
[CUSTOMER][NEUTRAL] My date of birth is [PII] and my mailing address is [PII].
[AGENT][NEUTRAL] And what is your apartment number?
[CUSTOMER][NEUTRAL] [PII] or [PII] or the other?
[AGENT][NEUTRAL] Um, I don't show one. Yeah, I don't show an apartment, so I'll add it for you, but give me the, the letters again.
[CUSTOMER][NEUTRAL] They're interchangeable.
[CUSTOMER][NEUTRAL] Uh PHF.
[AGENT][NEUTRAL] P as in Peter, H as in Harry, F as in Frank?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and was there a number added or no? is it just PHF?
[CUSTOMER][NEUTRAL] No, PHF should be fine.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Let me locate your dental card.
[AGENT][NEUTRAL] And do you, what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you want it emailed to that address?
[CUSTOMER][NEUTRAL] Oh, yeah, yeah, so it's not a physical copy I can print it out myself?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can print it from our online service center, yes, but if you needed it now, that's why I was suggesting or request uh asking if you wanted me to email it over to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh uh
[CUSTOMER][POSITIVE] Emailing is great.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Preparing the document.
[AGENT][NEUTRAL] We're sending it to [PII]. Just sent it, so you should be receiving it shortly.
[AGENT][NEUTRAL] I'll give you a few seconds. I wanna make sure that you did receive it and are able to open the PDF documents.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, one second, let me check my phone.
[AGENT][NEUTRAL] It's coming from [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Received. I got it.
[AGENT][POSITIVE] OK, very good. Anything else, [PII], I can help with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you very much. You made this very easy.
[AGENT][POSITIVE] Uh, you're, you're welcome. Thanks for calling [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye.