AccountId: 011433970860
ContactId: d8a18fbf-db3f-4c0a-a099-8a92f1995451
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169880 ms
Total Talk Time (AGENT): 83063 ms
Total Talk Time (CUSTOMER): 54071 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/d8a18fbf-db3f-4c0a-a099-8a92f1995451_20250116T17:11_UTC.wav
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[AGENT][POSITIVE] Good. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I was calling uh to see if you could tell me like um.
[CUSTOMER][NEUTRAL] Who in my area takes the dental and vision?
[AGENT][NEUTRAL] OK, um, I can probably give you the dental information. We don't handle vision here. Um, may I have your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mm mm mm.
[CUSTOMER][NEUTRAL] Yes ma'am. [PII].
[AGENT][NEUTRAL] OK. Do you have the policy number so I can look at the product you have?
[CUSTOMER][NEUTRAL] I don't have a policy number um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] She's reissuing my cards to my address because I never got the first set of cards.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Let me see if I can find you so like.
[CUSTOMER][NEUTRAL] I might have an email for it, but I am driving.
[AGENT][NEUTRAL] OK, alright, let me look it up by your name, one moment.
[AGENT][NEUTRAL] You said it's um the last name is [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]. Yes, ma'am.
[AGENT][NEUTRAL] OK. And your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have your um date of birth and email address on file for verification?
[CUSTOMER][NEUTRAL] [PII] email [PII].
[AGENT][NEUTRAL] OK. Thank you. OK, Ms. [PII], uh, this particular dental product or dental policy, um, you can choose your own dentist. We don't have a list of providers that you need to follow. You can just go to any dentist in your area.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And y'all will cover it?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK. OK. I just want to check. Thank you so much. And you don't know anything about the vision.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, you're welcome.
[AGENT][NEUTRAL] No, we don't handle the vision. I think um the vision is, um, either to superior vision or spectera. um, you will have to get in contact with them or you can call Universal Trucking and see who they're handling the vision through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, Ms. [PII] and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.