AccountId: 011433970860
ContactId: ae4ce16f-fbfb-46a0-8a90-046db1a7240f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 485779 ms
Total Talk Time (AGENT): 114110 ms
Total Talk Time (CUSTOMER): 57232 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/ae4ce16f-fbfb-46a0-8a90-046db1a7240f_20250407T20:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing? I want to, uh, I don't, I need to get a copy of my insurance card emailed to me and make sure my benefits are still active.
[CUSTOMER][NEUTRAL] And get my policy number, my dental.
[AGENT][NEUTRAL] OK, well, I can help you with the policy number, the card, and let you know if it's active or not. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that. And I can, if you don't have the policy number, I can look your policy up with your um social if you like.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold while I locate the policy?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My job is Miss [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 1065324.
[AGENT][NEUTRAL] Hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the mailing address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And here goes the ID card.
[AGENT][NEUTRAL] OK, so I can um go ahead and email you the card over. You still wanted me to give you the policy number now while we're on the phone?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] It's 106.
[AGENT][NEUTRAL] 5324.
[CUSTOMER][NEUTRAL] OK, and it's active right now, right?
[AGENT][NEUTRAL] Yes, the policy is active. Let me see.
[AGENT][NEUTRAL] This policy is showing active since [PII].
[CUSTOMER][NEUTRAL] So it says it's been active since then?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, yeah, I just wanted to make sure, um, so yeah, you have my email?
[AGENT][NEUTRAL] Mhm. And let me just double check it since we're sending an email. And that's [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir. So I'll go ahead and email that to the ID card to you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty. Did you want me to, did you want to hold while I send it?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Are you OK? OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] A copy of this attached copy of your dental ID.
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you so much for holding. Um, so the, the email has been sent. You may have to check in your spam folder, but it's coming from the care team.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] Alright well thank you so much for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.