AccountId: 011433970860
ContactId: 9b005fdc-c9c9-481e-bc66-54d469cb9694
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343220 ms
Total Talk Time (AGENT): 119743 ms
Total Talk Time (CUSTOMER): 119527 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/9b005fdc-c9c9-481e-bc66-54d469cb9694_20250326T21:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I, I, I, I need a, um, um, a dental card and I don't have my um ID number either.
[CUSTOMER][NEUTRAL] I misplaced it, I guess. I don't know.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] OK, I can order you one and I can give you that information over the phone. Um, may I have the spelling of your last name?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and may I have the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm, OK, thank you. One moment, let me pull this information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] [PII]. Do you have that address?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, sure. I'm trying to locate you.
[AGENT][NEUTRAL] Is there an old address that we may have?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] And that's in [PII]?
[CUSTOMER][NEUTRAL] I don't know if I gave that one, but I'm, I'm no longer at that residence.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. May I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the email address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, it looks like we have a different email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes. All right. Mhm. And what's
[CUSTOMER][NEUTRAL] Is that it? Yeah, we could, we could change that one though, cause I don't use that email anymore.
[AGENT][NEUTRAL] OK. um, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] OK. And so the [PII] is the correct address?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and what is the email that you would like to change that to?
[CUSTOMER][NEUTRAL] Oh [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And and that's [PII], that's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so I went ahead and updated that information and let me go ahead and get a card order for you and let me know when you're ready for that number and I can give it to you over the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so the policy number is
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, bear with me just a second. I thought I copy but I didn't.
[CUSTOMER][NEUTRAL] Oh, OK. I thought I lost you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Alright. The policy number is 0183.
[CUSTOMER][NEUTRAL] 0183 mhm.
[AGENT][NEUTRAL] 61
[CUSTOMER][NEUTRAL] 61
[AGENT][NEUTRAL] Mhm. Yes. 87.
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] 87, that's it 87, so 0018361887.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And what's the, uh, I'm, I'm sorry, I don't even remember the name of the dental.
[CUSTOMER][NEUTRAL] Uh, what, what's the name of it again?
[AGENT][NEUTRAL] Uh, this is APL.
[CUSTOMER][NEUTRAL] 88 TL
[AGENT][NEUTRAL] APL
[CUSTOMER][NEUTRAL] TL OK, ATL, OK.
[AGENT][NEUTRAL] A P [PII].
[CUSTOMER][NEUTRAL] I don't know why.
[CUSTOMER][NEUTRAL] 00, it
[CUSTOMER][NEUTRAL] OK, I'm sorry, APL. OK, yeah, I did have that. Yeah, yeah, yeah, I did have that card. I, I don't know what I did with it though. I can't find, find anything.
[AGENT][NEUTRAL] Yeah, it's OK. [PII]
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right. It's OK. I went ahead and send the request for a card to be sent out to you. Normally it takes 5 to 7 business days. It does go out by regular mail, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that'd be it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. Have a good day. Good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mm.