AccountId: 011433970860
ContactId: b7877e7d-0746-4f4d-9c87-1f21711f307c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379619 ms
Total Talk Time (AGENT): 135129 ms
Total Talk Time (CUSTOMER): 79527 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/b7877e7d-0746-4f4d-9c87-1f21711f307c_20250116T14:17_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, um, I was calling wanting to, um, know my group number, um, for my policy. I'm trying to go make an appointment.
[AGENT][POSITIVE] OK, yeah, sure, I can assist you with the group number information and may I have your name and the callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] Senior. Number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] The policy number, I don't have that handy.
[AGENT][NEUTRAL] So you don't have the policy number either? OK, one moment.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] OK, let me have the spelling of your last name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] You said [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Female. OK. And may I have the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Who's your employee, Mr. [PII]?
[CUSTOMER][NEUTRAL] Who's my employer?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me try that for some reason I'm not pulling your name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well try it if you can't try it without senior. Um, I thought I put senior on there, but he, he might have didn't when he set it up.
[AGENT][NEUTRAL] Oh, I, I did try already with the senior or without the senior, um.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] Do you mind providing me the social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it takes a little bit longer with the social bear with me.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] OK, has a middle initial as well, OK.
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] And this is for your dental?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, OK. May I have your um
[AGENT][NEUTRAL] Address and email address on file for verification.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right. um, so let me go ahead and give you the policy number and the group number. Let me know when you're ready for the information.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][NEUTRAL] OK. The policy number is 0249.
[AGENT][NEUTRAL] 4791.
[CUSTOMER][NEUTRAL] That's 02494791.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we have group number 19863.
[CUSTOMER][NEUTRAL] 19863 OK.
[AGENT][POSITIVE] Mhm, yeah, correct. And um is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That'll be all thank you.
[AGENT][NEUTRAL] You're welcome, Mr. [PII], and if you'd like a temporary card uh to save to your phone, you can always go to our website at [PII] and register and create an account and you can get a temporary card.
[AGENT][NEUTRAL] Electronic card.
[CUSTOMER][NEUTRAL] OK, let me write that down you said go to where?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII], like in the morning [PII].
[CUSTOMER][NEUTRAL] [PII] and then and then.
[AGENT][NEUTRAL] Mhm, you click on sign in.
[CUSTOMER][NEUTRAL] And then there's then what did I press to get a card?
[AGENT][NEUTRAL] Um, you will go to sign in and you're gonna create your account and then you can get a temporary card once you create the account. It's just gonna ask you for personal information, which is the same information you just gave me.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][POSITIVE] OK. All right, Mr. [PII]. Well, thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you.