AccountId: 011433970860
ContactId: 6f7a405d-3591-497e-969a-bab0c2bbda91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240839 ms
Total Talk Time (AGENT): 106427 ms
Total Talk Time (CUSTOMER): 59256 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/6f7a405d-3591-497e-969a-bab0c2bbda91_20250508T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Alright, hey, I was trying to
[CUSTOMER][NEUTRAL] Uh, get some dental work done. I was trying to see. I need like, I just got it and I didn't think about the, the, the, the cards and none of that. I got it like 1 year ago, probably 2 years, but I was trying to eventually do get some dental work done and I also need like people in our network.
[AGENT][POSITIVE] All right, I'd be happy to help you locate your card today. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, Mr. [PII], your last name?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and just in case we get disconnected what is a good phone number I can reach you back at?
[CUSTOMER][NEUTRAL] Uh, [PII] this number here is [PII].
[AGENT][NEUTRAL] Alright, so since you don't have your ID card, um, can I have your social so that I can pull up your account?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, give me just a moment. I'm gonna search by that and see what I can find, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] All right, I was able to locate some policies for you.
[AGENT][NEUTRAL] Let me take a look.
[AGENT][NEUTRAL] Alright, before we can go any further, I just need you to verify some information for me. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And your address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And you already gave me your phone number, so the last thing I need to verify is your email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Alright, thank you sir for verifying all that information for me. Let me take a look at your policies, so you're trying to take on a dental policy, is that correct?
[CUSTOMER][NEUTRAL] Say what now?
[AGENT][NEUTRAL] You're trying to check on a dental policy?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Mr. [PII], so I don't see a dental policy for you, um, with us. I see a hospital indemnity plan and a critical illness plan, um, that doesn't mean you don't have dental, it may just be with um a different company. You may need to check with your HR department to see um if you have coverage and who it's through.
[CUSTOMER][NEUTRAL] Uh, OK, OK.
[AGENT][NEUTRAL] All right. Um, was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] That's about it.
[AGENT][POSITIVE] Alright Mr. [PII], well thank you so much for calling APL and I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Alright have a good one.
[AGENT][POSITIVE] Thank you bye bye.