AccountId: 011433970860
ContactId: 78f091c1-9299-4908-841a-3b61ae3b693d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352820 ms
Total Talk Time (AGENT): 153875 ms
Total Talk Time (CUSTOMER): 81391 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/78f091c1-9299-4908-841a-3b61ae3b693d_20250522T21:20_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] Hello?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to get an ID card or something for my my dental.
[AGENT][POSITIVE] All right. I'd be happy to help you with ordering a card today. What is your name?
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, Mr. [PII] and just in case we get disconnected today, what's a good phone number I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And do you have your policy number for your dental?
[CUSTOMER][NEUTRAL] Uh, no, I don't.
[AGENT][NEUTRAL] OK, no problem, Mr. [PII]. I can look it up by your social.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Give me just a moment.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Alright, Mr. [PII], I just need to verify some information for you and then I can get you a card ordered, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And your address?
[CUSTOMER][NEUTRAL] Well, I just had to change the address, but um.
[CUSTOMER][NEUTRAL] When I started, um, it should have been [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, what I have is a PO box number.
[CUSTOMER][NEUTRAL] Well, OK, well, I'll update it. OK, it's gonna, it's gonna be, it's gonna be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] And you already gave me your phone number, so the last thing.
[CUSTOMER][NEUTRAL] Hold, hold on.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I was gonna say, um, I couldn't get one by email.
[AGENT][NEUTRAL] Yeah, I can email you a copy. I just need to verify all this information first before I can continue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Um, yeah, the last thing I need, Mr. [PII] is for you to verify your email for me.
[CUSTOMER][NEUTRAL] My what?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much for verifying all that for me. Is that [PII] still a good address for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me look out here real quick and see if I can locate your ID card, OK? Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And while I'm locating it, Mr. [PII], I just wanna let you know um you can go out and sign up for our online service center where you can access your ID card online at any time, um.
[AGENT][NEUTRAL] You can also file claims and look at policy documents, um stuff like that so just let me know if you're interested in that I can send you a link um I was able to locate your.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] ID card, so are you wanting me to send it to your Gmail that you just gave me?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Alright, give me just a moment and I'm gonna send that over to you.
[AGENT][POSITIVE] Alright Mr. [PII], I've got that downloaded and on the way over to you, was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] Um, you were saying something about, uh, sending a link to me?
[AGENT][POSITIVE] Yes sir I'm gonna send that to you in the email with your card. I'm gonna send you that, um, and you can just sign up for that and like I said you can access your ID card, um, file claims, check on claim status, uh, and all that good stuff. You can also call us any time and we'd be happy to help you.
[CUSTOMER][NEUTRAL] Where I could access it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, OK, that's fine.
[AGENT][POSITIVE] All right, good. Was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, Mr. [PII], well thank you so much for calling APL today and I hope you have a wonderful rest of your day.
[CUSTOMER][NEUTRAL] Alright