AccountId: 011433970860
ContactId: 89d57b48-a96c-45ea-a4db-9b89152ca518
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155330 ms
Total Talk Time (AGENT): 74201 ms
Total Talk Time (CUSTOMER): 36495 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/89d57b48-a96c-45ea-a4db-9b89152ca518_20250528T14:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh, this is [PII]. I was calling uh trying to get my dental ID card.
[AGENT][NEUTRAL] OK, I can provide you with a copy of your dental ID card, and Mr. [PII], may I have a good contact number in case we're disconnected and your policy number? Oh, well, I can look the policy up with your social if you like.
[CUSTOMER][NEUTRAL] OK, it's on [PII] and my own.
[CUSTOMER][NEUTRAL] And my uh social security is [PII].
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here hold on one moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright, I just found it and it's coming up now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Um, [PII], um, my mailing address is [PII].
[CUSTOMER][NEUTRAL] Um, we got [PII].
[AGENT][NEUTRAL] And the email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I can send a request for the physical card to be mailed to your home, but if you'd like, I can email you the digital card so you can have one today as well.
[CUSTOMER][POSITIVE] Yeah, I like to get both of them one sent home and one now.
[AGENT][NEUTRAL] OK, um, well, I am, well, I already sent the request for it to be mailed to you, so that, um, that's in the works and I'm getting ready to send the email to you now, um, with the ID card attached and
[AGENT][NEUTRAL] Hold on one moment, and that's [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, so I'll go ahead and send this over to you now. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] Alright, thanks
[AGENT][POSITIVE] You're welcome. Bye bye.