AccountId: 011433970860
ContactId: cce09f42-2171-4f10-abcc-640c145b4200
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362799 ms
Total Talk Time (AGENT): 106440 ms
Total Talk Time (CUSTOMER): 122591 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/cce09f42-2171-4f10-abcc-640c145b4200_20250328T19:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, uh, my name is, uh, [PII], and, uh, I was calling about the, the coverage, you know, I have with you all. I just had some questions about it.
[AGENT][NEUTRAL] OK, [PII], I can help you with your benefits. Can you please give me your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. uh [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] OK, um, it's, it's an old car, so it might be still updated. I ain't for sure, but the policy number is gonna be 122.
[CUSTOMER][NEUTRAL] 0424.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hopefully this year good.
[AGENT][NEUTRAL] Yes sir, let me look and see um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you have
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, ma'am. OK, it's uh [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, uh, the address is, it should be [PII]. Uh, the zip code is [PII], and hopefully, uh, I haven't had the phone number changed, but [PII].
[AGENT][NEUTRAL] Thank you. And then one last verification, can you give me your email address?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] Thank you. I appreciate you verifying your policy for me, [PII]. OK, you said you had questions about your policy. How can I help you with those?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just want
[CUSTOMER][NEUTRAL] Yes, uh, I just wanted to know, um, do I have vision added added to this policy also?
[AGENT][NEUTRAL] No, sir, this policy is only a dental policy. We don't have the vision coverage for you. Yeah.
[CUSTOMER][NEUTRAL] It it's only dental. Oh, you don't, oh, OK, it's only, it's only for dental. OK, so, uh, that policy number that I have on this card is still good, correct?
[AGENT][NEUTRAL] No, I was just getting ready to give you your current policy number.
[CUSTOMER][NEUTRAL] OK, uh, alright, I mean I can, I can write it down, but it, it's, is there any way that I can get an updated card maybe or just.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yes, we can send you an updated card or if you wanted to sign up for the online service center, you can sign up for that and get a copy of your card there too, but I can order a card for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, well, uh, I can, I can, um, do it online, uh, I mean if you can send me a link or something that I can click on and, and I can sign up for it, that'll be easier too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Well, I will take care of that for you at the.
[AGENT][NEUTRAL] Address that you gave me um if you're gonna, I'm gonna put you on a quick hold while I get that email ready for you OK? I'll be right back.
[CUSTOMER][POSITIVE] OK, OK, alright thank you.
[AGENT][POSITIVE] Thank you [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK [PII], I have the email on its way to you now.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I, I just, just like I just received it.
[AGENT][NEUTRAL] OK, good, so you'll just go to that link that's in the email and you can sign up for the online service center.
[CUSTOMER][POSITIVE] OK, that's what I'll, I'll do that and I thank you for your for your help.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Oh no, that's it.
[AGENT][POSITIVE] OK, well you have a wonderful day and we thank you for calling APL.
[CUSTOMER][NEUTRAL] OK, and uh you do the same.
[AGENT][POSITIVE] You too, sir. Thank you. Bye-bye, sir.
[CUSTOMER][NEUTRAL] 00, alright, bye bye.