AccountId: 011433970860
ContactId: 95b2924f-5865-4860-a71d-3e34b6613002
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210399 ms
Total Talk Time (AGENT): 127918 ms
Total Talk Time (CUSTOMER): 65726 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/95b2924f-5865-4860-a71d-3e34b6613002_20250410T14:35_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I just called um due to my dental card. um, uh, the last representative I spoke to, she, uh, she said I was gonna send one out, but she also gave me a website to go on, um, to get uh a copy of my, uh, dental card now and uh it was secure AM it was secure. [PII], but uh when I typed it in, nothing came up.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so, um, uh, let's try this, um.
[AGENT][NEUTRAL] In the search engine, just type in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Try that now.
[CUSTOMER][NEUTRAL] And how do you spell it? [PII]?
[AGENT][NEUTRAL] Um, yes, it's [PII]. Uh, that should come up to something, um.
[CUSTOMER][NEUTRAL] Yeah you know.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If not, do you have your policy number? I can, I can see if I can look it up.
[CUSTOMER][NEUTRAL] Um, no, um.
[CUSTOMER][NEGATIVE] Um, no, I don't. Uh, I gave her my social because I didn't know what I'm paying.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, what is your social security number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, great. And if I could just verify your name and the date of birth, please, and a phone number.
[CUSTOMER][NEUTRAL] Uh, name is [PII]. Date of birth is um [PII] and um my, you said my address?
[AGENT][NEUTRAL] Oh, your phone number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awes awesome. OK, so let's see.
[AGENT][NEUTRAL] Uh, what we can do here.
[AGENT][NEUTRAL] OK. I do see that it's, that you have, uh, I can give you your policy number over the phone if you would be interested. Um, now, I can also email you your card. Uh, is there an email address that says, what is that email address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, the email address, uh, you can use is [PII].
[AGENT][POSITIVE] Great. OK, let's try that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So what I'm going to do, uh, Mr. [PII] is I'm gonna go ahead and send this to you that way, um, but, uh, when you get the card, you're gonna see that there's that uh a [PII], uh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, number on there and, and for future reference, not, not for this particular time, but for future reference, uh, you should be able to, to uh go on our website and get that. But right now, uh, if you don't mind, what I'd like to do is go ahead and and send you your uh um.
[AGENT][NEUTRAL] Your card, uh, online, if that's OK with you. And I'll go ahead and send that to you now. Now, is there anything else at all that I can do while we're on the phone?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I just need that card because I need it for Monday.
[AGENT][POSITIVE] Right. Yes, I can absolutely, I can certainly do that. So let me go ahead and get that taken care of. Uh, give me a couple of, you know, just give me about 5 minutes to get that, that done because our, our system is uh a little bit slow right at the moment, but we will get that taken care of and I'll send that card out to you. And if you have any questions, please just call us. This is the right number and um then uh we'll see what we can do.
[CUSTOMER][NEUTRAL] That's all I need. Yeah, that's it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, well thank you for contacting UPL you have a very.