AccountId: 011433970860
ContactId: 8efb4506-7b76-4ec9-b16f-50b91d6d831c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449799 ms
Total Talk Time (AGENT): 172817 ms
Total Talk Time (CUSTOMER): 195931 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/8efb4506-7b76-4ec9-b16f-50b91d6d831c_20250415T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. How are you doing, [PII]? Um, my name is [PII]. I've lost my dental card.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, uh, um.
[CUSTOMER][NEUTRAL] And is there any way you can email me a copy of it?
[AGENT][POSITIVE] Yes, sir, I believe I can.
[CUSTOMER][NEUTRAL] Because I just had um
[CUSTOMER][NEUTRAL] OK, because I had Thursday, Thursday I had emergency.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, abscess. I had an abscess too, so they had the.
[CUSTOMER][NEUTRAL] Go ahead and do emergency surgery and pull it and.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Do all that kind of stuff Thursday and I got a check up tomorrow and I didn't have my my my medical card, so I had to pay for it all out of pocket.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, OK, I understand. OK, um, Mr. [PII], I can make sure you get your card. Can you please give me your callback number, sir? Just in case the call is dropped, I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Yes, ma'am, um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you happen to know your policy number or should we go ahead and try to look it up by your social?
[CUSTOMER][NEUTRAL] No, I'll look it up by my social.
[AGENT][NEUTRAL] OK, what is that, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, [PII], can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] I'm old. I, I went to high school with Jesus Christ.
[AGENT][NEUTRAL] Uh, I did too. So we probably both graduated from the class of [PII].
[CUSTOMER][NEUTRAL] I'm so old.
[CUSTOMER][NEUTRAL] [PII]. 83 actually. Yeah, um [PII] 23 65.
[AGENT][NEUTRAL] [PII], you're one year before me. OK.
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number, and email address?
[CUSTOMER][NEUTRAL] Uh address [PII]. Uh phone number is [PII].
[CUSTOMER][NEUTRAL] And email address is [PII].
[AGENT][POSITIVE] OK, thank you. I'm glad you clarified that was your initials. I was about ready to think you're a Kansas City fan.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right, let me go in here and see if I can get your card to pull up for me so I can email that to you.
[CUSTOMER][NEUTRAL] Uh, uh,
[CUSTOMER][POSITIVE] That way when I go back tomorrow for my checkup, they can, they can reimburse me some.
[AGENT][NEUTRAL] Yes, sir. Um,
[CUSTOMER][NEGATIVE] Because it's, it's a little over $700 I had to pay out of pocket.
[AGENT][NEUTRAL] Oh goodness, um, if that ever happens again and you don't have your card with you, we have an online service center. Let me give you the address that you can sign up for because it'll pull your card in immediately, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's uh secured [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is there, is there anything in between [PII]?
[AGENT][NEUTRAL] No, sir, just secure. [PII].
[CUSTOMER][NEUTRAL] Like a, a period or anything?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'm trying to get your card to pull up for us now.
[AGENT][NEUTRAL] And so I can email that to you the email address that you just verified for me.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Takes some computer a moment to search for it.
[CUSTOMER][NEUTRAL] Yeah, computers are only as good as the information that somebody puts into it.
[AGENT][NEUTRAL] It's only as good as my fingers are right now.
[AGENT][NEUTRAL] OK, it loaded, so let me go ahead and try to send it to you.
[AGENT][NEUTRAL] Of course, that's gonna take a second too.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, we're the last generations to grow up with no internet, then we had internet.
[AGENT][NEUTRAL] Right. Do you remember?
[AGENT][NEUTRAL] I'm about to date myself here too. Do you remember when you had a punch button cable? It was in a, like a rectangle thing it had like little button that you had to punch to be able to get to the channel you wanted?
[CUSTOMER][NEUTRAL] It was the
[CUSTOMER][NEUTRAL] Yeah, yeah, the, the cable box.
[CUSTOMER][NEUTRAL] Yeah, and on the, on one side it had a little, little a little clip thing that like the top went from 2.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think from 2 to 24 then you clicked it down to the middle went from 25 to 50 something then you clicked it to the bottom and went from like 53 to 72 or something like that, yeah, oh yeah.
[AGENT][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I, I, I used to be my daddy's remote control cause we only had, back, back then we had 3 channels, ABC, CBS, NBC, and PBS.
[AGENT][NEUTRAL] Yes, uh
[CUSTOMER][NEUTRAL] But you know, nobody watch PBS at home, so yeah, oh yeah, I.
[CUSTOMER][NEUTRAL] I can still remember my parents having a, having a um
[CUSTOMER][NEGATIVE] I, I don't like it was a TV stereo and 8 track all in one in, in a console.
[AGENT][POSITIVE] Yes. Those were the good days though.
[CUSTOMER][NEUTRAL] You know, we had a record player in it and all that kind of stuff.
[CUSTOMER][NEGATIVE] Try stealing that out of the house.
[CUSTOMER][NEUTRAL] They didn't steal TVs back then because they were too heavy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, they took too many people to carry it.
[AGENT][NEUTRAL] OK, I have your dental card on its way to you now. I have just sent the email.
[CUSTOMER][POSITIVE] All right. I really appreciate it, ma'am.
[AGENT][POSITIVE] You're very welcome. Is there anything else, Mr. [PII], I can help you with before we go?
[CUSTOMER][POSITIVE] Lottery numbers, if you got them, would be very helpful.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][POSITIVE] Yes, that would be wonderful.
[AGENT][NEUTRAL] If you can, if you can think of something, you tell me.
[CUSTOMER][NEGATIVE] But if you had them, we wouldn't be having this conversation.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, if that's all I can help you with.
[CUSTOMER][NEUTRAL] You, you have
[CUSTOMER][POSITIVE] Well, you have a good day, ma'am. I appreciate it.
[AGENT][POSITIVE] You have a wonderful day too. I enjoyed talking to you. Thank you so much for calling APL.
[CUSTOMER][NEUTRAL] Me too.
[CUSTOMER][POSITIVE] You're welcome, ma'am. Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.