AccountId: 011433970860
ContactId: 61f81d70-32a1-4bcb-9622-dfd41e2bb1eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326600 ms
Total Talk Time (AGENT): 70041 ms
Total Talk Time (CUSTOMER): 83629 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/61f81d70-32a1-4bcb-9622-dfd41e2bb1eb_20250626T14:24_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I do.
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] But, uh.
[CUSTOMER][NEUTRAL] The last one, I got an appointment.
[CUSTOMER][NEUTRAL] On my dental and I got it when I put my dental.
[CUSTOMER][NEUTRAL] But they said that.
[CUSTOMER][NEUTRAL] I can't, I can't use the, I can use my car for, for that.
[CUSTOMER][NEUTRAL] I'm supposed to call um.
[CUSTOMER][NEUTRAL] For, for, for fix that.
[AGENT][NEUTRAL] OK. Are you wanting to check on your dental policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, uh, the policy number.
[AGENT][NEUTRAL] Or I can look up your policy by your last name or social security number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I, I'm looking for.
[CUSTOMER][NEUTRAL] The policy number is um.
[CUSTOMER][NEUTRAL] With the employer ID or?
[AGENT][NEUTRAL] It'll be the policy certificate number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I, I just see employee ID. Is the same or?
[AGENT][NEUTRAL] Uh, OK, what's the employer ID?
[CUSTOMER][NEUTRAL] D
[CUSTOMER][NEUTRAL] 47.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, that number is with 90 degree benefits. Um, we do some of your policies, but that one you gave me is with 90 degree.
[AGENT][NEUTRAL] You want me to, if you give me your last name I can look up and see what we have in our system. What's your last name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] N.
[AGENT][NEUTRAL] OK. And your first name?
[CUSTOMER][NEUTRAL] [PII] N.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] Y.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not finding you in our system, um, so it must be with 90 degree. Do you want me to transfer you over there?
[CUSTOMER][NEUTRAL] You don't see it on the Visa?
[AGENT][NEUTRAL] I, I can't find it in our system.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, I, I got, I, I have an appointment today at [PII].
[AGENT][NEUTRAL] Do you have a group number on your card?
[CUSTOMER][NEUTRAL] But I need to feed it down.
[CUSTOMER][NEUTRAL] For what?
[AGENT][NEUTRAL] Is there a group number on your card?
[CUSTOMER][NEUTRAL] What number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, I don't see it.
[AGENT][NEUTRAL] OK. Um, yeah, I, what is your, do you have your social security number?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII] 2nd.
[AGENT][NEUTRAL] Um, do you have your social security number?
[CUSTOMER][NEUTRAL] Yeah, once again, I'm looking for it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The number, the number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Uh, I'm not able to locate anything with the information you've given me, so.
[AGENT][NEUTRAL] That number that starts with the D though, that's like I said, through 90 degree benefit. I can transfer you over there and they can look you up in their system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree.