AccountId: 011433970860
ContactId: d67890cb-9607-4fd3-b666-5115711d0be7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188960 ms
Total Talk Time (AGENT): 79008 ms
Total Talk Time (CUSTOMER): 69900 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/d67890cb-9607-4fd3-b666-5115711d0be7_20250513T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How you doing, ma'am? I was calling to get my dental information emailed to me.
[AGENT][NEUTRAL] OK, are you just needing like your uh policy and ID cards?
[CUSTOMER][NEUTRAL] Uh yes ma'am because my daughter has ads.
[CUSTOMER][NEUTRAL] so
[AGENT][NEGATIVE] I'm so sorry, you're cutting out.
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Yes, can you hear me? Yes, sorry, it was kind of cutting out there.
[CUSTOMER][NEUTRAL] Yes, ma'am. I was, yeah, I'm in [PII]. I'm trying to make sure if you can hear me probably bad service.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh, you're fine. I know what it, how that feels. So, um, can I go ahead and get your name, please?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah, yeah
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, and then before we go any further, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Oh yes ma'am, most definitely [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, not at the, not off the top of my head, no, ma'am.
[AGENT][NEUTRAL] That's OK, um, that's all right. I can start choosing your social.
[CUSTOMER][NEUTRAL] OK, yes ma'am. Uh, you need the last four digits of the whole social.
[AGENT][NEUTRAL] It would be the entire social.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right. I'm just gonna verify some information really quick. Uh, [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] Yes ma'am, the [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying that. OK, so I can't is this the email you'd like me to send this information to?
[CUSTOMER][NEUTRAL] Yes, ma'am, yes ma'am, yes ma'am, um, and I just, uh, yeah, my.
[AGENT][POSITIVE] Awesome OK so I will go ahead, yes.
[CUSTOMER][NEUTRAL] Um, my daughter is on there, right?
[AGENT][NEUTRAL] Oh, give me just a moment, let me see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes sir, absolutely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's all I had to make sure, yes ma'am, yeah, I just, I need hers.
[AGENT][POSITIVE] Absolutely, yes.
[AGENT][NEUTRAL] I understand. um, alright, so I will go ahead and get a copy of your policy emailed to you as well as, uh, ID cards as well.
[CUSTOMER][POSITIVE] OK, thank you so much, ma'am.
[AGENT][POSITIVE] You are very welcome. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, no, ma'am. That'll be all. Thank you.
[AGENT][POSITIVE] Alright, yeah thanks for giving us a call hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Alright you too you have a good one.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.