AccountId: 011433970860
ContactId: acd813e2-a6c7-4658-b28a-d397902a419f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159350 ms
Total Talk Time (AGENT): 44814 ms
Total Talk Time (CUSTOMER): 73102 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/acd813e2-a6c7-4658-b28a-d397902a419f_20250303T15:35_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, can I get the ID number for [PII]?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] OK, I'll be happy to assist um.
[AGENT][NEUTRAL] And what's your name?
[CUSTOMER][NEUTRAL] I'm [PII]. [PII] is the employee.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and Miss [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is the social of the primary account holder?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And this is for dental correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, and if you can verify your date of birth and mailing address for me.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. OK, let me know when you're ready for that policy number.
[CUSTOMER][POSITIVE] I'm ready. Here, give it to us in here.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] 018.
[AGENT][NEUTRAL] 99
[CUSTOMER][NEUTRAL] 018.
[AGENT][NEUTRAL] Yes, 998.
[CUSTOMER][NEUTRAL] 99.
[CUSTOMER][NEUTRAL] 998.
[AGENT][NEUTRAL] 32.
[CUSTOMER][NEUTRAL] 32, you got it? Hold on.
[CUSTOMER][NEUTRAL] You got it?
[CUSTOMER][NEUTRAL] Oh, let me give it to you again, OK, give it to me, ma'am.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Again.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Or they can use his social.
[CUSTOMER][NEUTRAL] Now, as far as the [PII] number for providers, could you give that number to me?
[CUSTOMER][NEUTRAL] Uh, what's the number I just called? [PII].
[CUSTOMER][NEUTRAL] She wants the provider number. Where is it? 180025.
[AGENT][NEUTRAL] It's the same as the number you called.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And does she have a group number as well? Do you have a group number, ma'am?
[AGENT][NEUTRAL] I do. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 19205.
[CUSTOMER][NEUTRAL] 19205
[CUSTOMER][POSITIVE] OK, that's OK, that's all I need. Thank you, ma'am.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] OK.