AccountId: 011433970860
ContactId: a635bc98-1ec5-4673-8b19-39afc907baf7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168779 ms
Total Talk Time (AGENT): 60426 ms
Total Talk Time (CUSTOMER): 69423 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/a635bc98-1ec5-4673-8b19-39afc907baf7_20250520T13:24_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I was
[CUSTOMER][NEUTRAL] Trying to find um the company that I got my insurance from. Um, I thought that I purchased the dental and health insurance, but I didn't never receive a health card. I received my dental card. Just trying to get some information about that.
[AGENT][NEUTRAL] OK, I can help you with that. Um, what is that policy number on your dental card?
[CUSTOMER][NEUTRAL] 02566799
[AGENT][NEUTRAL] OK, thank you and while I'm pulling that up, can I get a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][POSITIVE] OK, thank you, [PII].
[AGENT][NEUTRAL] OK hold on just a moment.
[AGENT][NEUTRAL] OK. And can you verify your date of birth and your address for me, please?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And you're
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you for verifying.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're calling about your medical?
[CUSTOMER][NEUTRAL] Yes, um, I thought I I.
[CUSTOMER][NEGATIVE] Did the medical plan as well. I just never received anything. Um.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I'm only showing dental.
[CUSTOMER][NEUTRAL] If not, I wanna jump back.
[AGENT][NEUTRAL] Um, let me connect you with, uh, Universal Trucking, and I can look up, uh, to see if you, if you should have the dental or not. Um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Would you like their phone number or would you like for me to transfer you to them?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, I would take the phone number.
[AGENT][NEUTRAL] OK, the phone number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that can help you with your other insurance and, and everything.
[CUSTOMER][POSITIVE] All right, perfect. Thank you, ma'am.
[AGENT][NEUTRAL] OK, so is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mm, no, thank you. Is, is my dental insurance all active if I wanted to go get the um teeth cleaning?
[AGENT][NEUTRAL] Uh yes, sir, it is.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, ma'am.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a wonderful day, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][NEUTRAL] Goodbye.