AccountId: 011433970860
ContactId: aa0ff332-cea4-4534-b3e3-569d5fb622d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159259 ms
Total Talk Time (AGENT): 49938 ms
Total Talk Time (CUSTOMER): 67799 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/aa0ff332-cea4-4534-b3e3-569d5fb622d0_20250604T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How are you doing, [PII]? My name is [PII].
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] And I'm just, I, I just recently applied for the insurance and um.
[CUSTOMER][NEUTRAL] I'm trying to see uh like they said the the the dental um.
[CUSTOMER][NEUTRAL] Card, do I need a card for when I'm going to make doctor visits?
[AGENT][NEUTRAL] Um, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, my policy number would be, uh, OK, will it be the pay ID? That's, that's not it.
[AGENT][NEUTRAL] Uh, no, it should be like a certificate number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK then 0261.
[CUSTOMER][NEUTRAL] 2188
[AGENT][NEUTRAL] And [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then can you verify your address and your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And city and state.
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] OK, uh, and could you verify the city and state?
[CUSTOMER][POSITIVE] Oh, I'm sorry, I'm making charge. I'm sorry.
[AGENT][POSITIVE] Oh, you're fine, no worries.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] OK, so for your medical, um, yeah, you want me to email you that card over?
[CUSTOMER][NEUTRAL] Um, would I have to print it out or?
[CUSTOMER][NEUTRAL] Was like I have to print it out or?
[AGENT][NEUTRAL] Well you shouldn't need to um you can just pull it up in your email and give them the information um let me pull up that account real quick.
[CUSTOMER][NEUTRAL] OK, well you just email it over then that's not the case.
[CUSTOMER][NEUTRAL] I just didn't know what to do like when I went to the doctor. I got the dental, but I don't know what to do. I made a doctor visit.
[AGENT][NEUTRAL] You want us to mail you like a hard copy?
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] And you can uh yes, just mail it and um you can send it to the email also if you don't mind.
[AGENT][NEUTRAL] OK. OK, yes, I'll send it to your email. Just give me a few minutes and then I'll request that it be mailed to you. That'll take a few working days.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] OK. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.