AccountId: 011433970860
ContactId: cbbc48d4-bdc4-4713-95df-ae27db9660d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154770 ms
Total Talk Time (AGENT): 68279 ms
Total Talk Time (CUSTOMER): 45893 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/cbbc48d4-bdc4-4713-95df-ae27db9660d3_20250226T19:20_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] Uh yes, ma'am. I was having trouble. I need to find my like my my insurance cards for my dental, and I need the number. Is there any way you can email me that?
[AGENT][POSITIVE] Oh, sure, I'll be more than happy to um help you with your dental ID cards. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][POSITIVE] Thank you for that, and I can look the policy up with your social if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, so this is for dental, OK.
[AGENT][NEUTRAL] So it just popped up. I'm just waiting for it to.
[AGENT][NEUTRAL] Populate here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII], [PII]. Uh email [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment, I'm just gonna check online to make sure.
[AGENT][NEUTRAL] your um ID cards are here and then I can go ahead and email you a copy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's here. So I'll go ahead and email this to you now. You want it sent to the [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so I'm emailing that to you now. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Y'all only just hand ad on, right?
[AGENT][NEUTRAL] No, we have other products, um.
[CUSTOMER][NEUTRAL] Y'all handle the vision too for the same?
[AGENT][NEUTRAL] Well, we don't do vision. We do like a supplemental insurance, um, accident, life, cancer.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Got you, got you, got you. So I gotta make another phone call. I'm just checking.
[AGENT][POSITIVE] Alright, was there anything else I could? Alright, well, thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Alright, well that'll be all for today.
[CUSTOMER][NEUTRAL] Hey you as well.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.