AccountId: 011433970860
ContactId: 8bf04685-a14b-413e-b30a-d580fdbe02a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374179 ms
Total Talk Time (AGENT): 71019 ms
Total Talk Time (CUSTOMER): 105654 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/8bf04685-a14b-413e-b30a-d580fdbe02a3_20250127T17:35_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, um
[CUSTOMER][NEUTRAL] Um, uh, good afternoon. Is it possible you can maybe email me an insurance card?
[AGENT][NEUTRAL] Sure. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah my name is [PII]. I have an account number if you if you need it.
[AGENT][NEUTRAL] Yeah, I need that, but I need the call back number just in case the call is disconnected just so I can be able to call you back.
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Yeah, area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is your account number that you have?
[CUSTOMER][NEUTRAL] Um, my account number is uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] 1
[AGENT][NEUTRAL] And can I have your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] Yeah, um, [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And pronounce your name for me if you don't mind cause I don't wanna butcher it.
[CUSTOMER][NEUTRAL] To yeah, to saint.
[AGENT][NEUTRAL] The same, the same, what is the email address that we have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to request a copy of your card to be sent over to you via email?
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Yeah, if possible, yes.
[AGENT][NEUTRAL] I can send that over for you. May I place you on a brief hold if you don't mind.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding so I've sent that information over for you by email. Could you verify if you received it?
[CUSTOMER][NEUTRAL] Yeah, I'm sorry, say that again?
[AGENT][NEUTRAL] I've sent a copy of your requested information over for you. Could you verify if you received it?
[CUSTOMER][NEUTRAL] Oh, you sent it?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I'm looking now
[CUSTOMER][NEUTRAL] You sent it at TO [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Give me one moment, let me verify.
[AGENT][NEUTRAL] I sent it to TO [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] See what time um.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Maybe because where I'm at.
[CUSTOMER][NEUTRAL] Yeah, that's it, um.
[AGENT][NEUTRAL] You might want to refresh it to verify if you received it again.
[CUSTOMER][NEUTRAL] Maybe because
[CUSTOMER][NEGATIVE] Yeah, no, because it's it, yeah, it's not.
[CUSTOMER][NEUTRAL] Let me see, let me refresh it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yeah, what diet anymore was good before.
[CUSTOMER][NEUTRAL] Yeah, it's not coming. But um, yeah, it's not coming through, but.
[AGENT][NEUTRAL] I've sent it twice.
[CUSTOMER][NEUTRAL] OK, I got it now. um, yeah, I got it, dental card and dental schedule.
[AGENT][NEUTRAL] Mm, the dental schedule is the benefits that's covered under your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much.
[AGENT][POSITIVE] You're welcome thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Yeah.