AccountId: 011433970860
ContactId: aa6168b1-0434-47b4-9340-442f66bbcc49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162029 ms
Total Talk Time (AGENT): 36269 ms
Total Talk Time (CUSTOMER): 57760 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/aa6168b1-0434-47b4-9340-442f66bbcc49_20250508T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Uh, my name is [PII]. I'm trying to get my dental information, please.
[AGENT][NEUTRAL] OK, I can help you with your dental information. Do you have your policy number?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] Uh, my social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, Mr. [PII], uh, what is your birth date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] You have a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your address and email address?
[CUSTOMER][NEUTRAL] Uh, my address is [PII].
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] OK, thank you. And you needed information on your dental policy?
[CUSTOMER][NEUTRAL] Yes, cause I'm going to the to the doctor appointment tomorrow and I don't have uh the information.
[AGENT][NEUTRAL] OK. Do you want me, do you need your card? Is that what you're needing?
[CUSTOMER][POSITIVE] Yeah, I need, uh, I, I need the card, yes. If you can, if you can email it to me, that would be great.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I'll get that emailed to you. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] OK, I'll get that emailed your way. Just give me a few minutes, OK?
[CUSTOMER][POSITIVE] Uh, no problem, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great afternoon.
[CUSTOMER][NEUTRAL] Ah, you too.