AccountId: 011433970860
ContactId: d12b6d5d-d69f-4bd1-92f9-292013e5605d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 806489 ms
Total Talk Time (AGENT): 146102 ms
Total Talk Time (CUSTOMER): 101120 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/d12b6d5d-d69f-4bd1-92f9-292013e5605d_20250410T16:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Good morning. How are you doing?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] I'm well, thank you. I am calling. I was calling to see if I could possibly get my ID card number for my dental insurance.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with an ID card. And um may I have um a callback number just in case we get disconnected, and let me have your name.
[CUSTOMER][NEUTRAL] Um, it, you said my cellphone number?
[AGENT][NEUTRAL] Your cell phone number, yeah, just in case we get disconnected and I need to call you back.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah. And can you repeat your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number by any chance, Ms. [PII]?
[CUSTOMER][NEUTRAL] I don't. I actually need um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm. It's OK. Um, how do you spell the last name?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII] is under my husband's name actually. His name is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. And um may I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and the mailing address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right. Um, so I can go ahead and order a card, but it is gonna go to that address.
[AGENT][NEUTRAL] Um, do you need like a temporary card or something like that for now?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, so there's two options to get a temporary card. Um, the first one will be if um the member goes to the website at [PII] and register.
[AGENT][NEUTRAL] You can just download a card to your phone or to your computer or to your tablet, and you can get a card like that. Um, the other option will be I can go ahead and send a copy to the email address on file.
[CUSTOMER][NEUTRAL] Um, OK, that you can send it to the email address, but I have a question is, do we all have the same like member ID number because I'm actually trying to set up, um, a dental appointment for our children.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, uh, correct. This is a family plan. So all you need is the um policy number and they can just go ahead and call us to get any verification or any benefit information.
[AGENT][NEUTRAL] But it's gonna be just the same number for everybody and it's just gonna have his name and it's just gonna say family. So it's not gonna have everybody listed, it's just gonna be his name and family.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, yeah, well, can you send the, uh to his email address please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, sure. Let me go ahead. I'm gonna put you on a brief hold so I can go ahead and send this email right now, OK? Do you mind holding for me?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. Um, do you wanna check and see if you got that email that I sent with the card?
[CUSTOMER][NEUTRAL] Um, where, where would it be coming from?
[AGENT][NEUTRAL] It's gonna be from care team at AM.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Say that one more time.
[AGENT][NEUTRAL] Care team
[AGENT][NEUTRAL] At [PII] public.
[CUSTOMER][NEUTRAL] And what email address did you send it to?
[AGENT][NEUTRAL] To Mr. [PII]'s email address, personal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, hello.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, can you tell me what email address you're sending it to?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, [PII]
[CUSTOMER][POSITIVE] OK. Yes, ma'am. All righty.
[CUSTOMER][NEUTRAL] Let me check it real quick, make sure I get it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, our kid team repub a public.
[CUSTOMER][NEUTRAL] Alright, I got it.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh no, ma'am, that's actually it.
[AGENT][POSITIVE] All right. Well, thank you for calling APR. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mr. and Mrs. [PII]. OK, bye.
[CUSTOMER][NEUTRAL] OK