AccountId: 011433970860
ContactId: 87829556-ab59-4c34-9802-0d0d9ec9fa1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156990 ms
Total Talk Time (AGENT): 60210 ms
Total Talk Time (CUSTOMER): 65252 ms
Interruptions: 0
Overall Sentiment: AGENT=3.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/87829556-ab59-4c34-9802-0d0d9ec9fa1b_20250505T13:31_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII]. Uh, I have uh dental insurance with the American Public Life.
[CUSTOMER][NEUTRAL] And I, uh, I don't, I can't find my policy or the benefits or whatever. Is there any way I could get it, uh.
[AGENT][NEUTRAL] Sure. So you need like your ID card and like a breakdown of your benefits sent to you?
[CUSTOMER][POSITIVE] Yes ma'am, that would be nice.
[AGENT][POSITIVE] OK, well, I can definitely.
[CUSTOMER][NEUTRAL] I have an ID card but.
[CUSTOMER][POSITIVE] I have an ID card, but it's seen as better days.
[AGENT][POSITIVE] OK. Well, I can definitely help you with both. And um Mr. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you for that. And um may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, what, uh, policy cer certification I'm OK 604.
[CUSTOMER][NEUTRAL] 659
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and I have you here. I just need you to verify your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The mailing address is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], did you need the, did you want the ID cards and the policy breakdown mailed to you or emailed or both?
[CUSTOMER][NEUTRAL] You can do both. You can email it then mail that's fine.
[AGENT][NEUTRAL] OK, so I will go ahead and send it over to you now. So I'm sending you a copy of your um dental ID card and the policy breakdown with all your coverage.
[CUSTOMER][POSITIVE] All right then thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that'll do it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL Mr. [PII]. I hope you have a great week.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.