AccountId: 011433970860
ContactId: af1f7892-4d89-4453-a6b3-a5940ad3ae2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109480 ms
Total Talk Time (AGENT): 19809 ms
Total Talk Time (CUSTOMER): 51965 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/af1f7892-4d89-4453-a6b3-a5940ad3ae2d_20250425T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII]. I have some insurance with y'all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh I don't have no, uh, first of all, I don't have no card like the card that, you know, I go to the doctor and they, they, they won't see the insurance card I don't have on those. And yesterday I went to the, I went to the pharmacy for the, get some medicine. They told me I needed a a RX card I have that one of those.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's take a look.
[CUSTOMER][NEUTRAL] 00 I got.
[CUSTOMER][NEGATIVE] Oh, I got, I got like a, a thing, a dental card, but they, it ain't, I ain't got nour they send it to my phone. I ain't, you know.
[CUSTOMER][NEUTRAL] I need all the cards.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's fine. Uh, what's, do you have your dental policy number? I can pull that up and look at your other ones, or?
[CUSTOMER][NEUTRAL] Oh, OK, that's fine.
[CUSTOMER][NEUTRAL] Let me, let me find it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You said the policy number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it is 025.
[CUSTOMER][NEUTRAL] 38548
[AGENT][NEUTRAL] All right, let me pull that up here. And then, what is your first and last name?
[CUSTOMER][NEUTRAL] [PII]