AccountId: 011433970860
ContactId: cc7d838c-fd81-40cf-8109-7f0762c604d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149809 ms
Total Talk Time (AGENT): 60043 ms
Total Talk Time (CUSTOMER): 78267 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/cc7d838c-fd81-40cf-8109-7f0762c604d5_20250527T13:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This can I help you?
[CUSTOMER][NEGATIVE] Just upset.
[CUSTOMER][NEUTRAL] According to the investigators. I'm sorry what did you say your name was?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling. My name is [PII]. I received my, um, cards today. I guess this is for, um, uh, dental, and I wanted to make sure this was for my, the company that I'm working for.
[AGENT][NEUTRAL] OK, uh, you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number?
[CUSTOMER][NEUTRAL] I have an ID number.
[CUSTOMER][NEUTRAL] Oh no, I see the policy number 0026.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 21127.
[AGENT][NEUTRAL] Thank you, give me one moment. Do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII] you said my birthday [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you and let me see.
[AGENT][NEUTRAL] Uh, yes, ma'am. It looks like it's through your employer Crown Services.
[CUSTOMER][NEUTRAL] OK, yes, I just wanna verify and make sure, OK, and um the email on the online as far as to get to the log in, I would just go to that to create an account and everything and find a dental person correct?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, yes, ma'am. Well, the site is where you can, um,
[AGENT][NEUTRAL] Set up an account where you can view your policies or print out any temporary cards or if we receive any dental claims check status from. um, but as far as any providers, you can go to our website. It should be at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Under provider resources.
[CUSTOMER][NEUTRAL] Hold on, you said [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you so much. You have a great day, [PII].
[AGENT][POSITIVE] Oh, you too, and thank you for calling APO Miss [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.