AccountId: 011433970860
ContactId: dc698d80-857a-4d33-86bb-41baf3b763f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 554359 ms
Total Talk Time (AGENT): 84168 ms
Total Talk Time (CUSTOMER): 85240 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/dc698d80-857a-4d33-86bb-41baf3b763f7_20250402T13:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, uh, you said your name is [PII]?
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] So, OK, hey, good morning. Um, my name is uh [PII] and I have
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] APL and I just need to know.
[CUSTOMER][NEUTRAL] If I can go to, uh, I'm, I live in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And there's a place called Aspen, A S T E N, Aspen Dental.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I go there to get to uh have my teeth looked at?
[AGENT][NEUTRAL] Um, let me have a little bit more information about you and the product you have with us, Mr. [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] No, I, I, I don't have it on hand.
[AGENT][NEUTRAL] You don't, OK, um.
[AGENT][NEUTRAL] Let me check and see because we have many products, so um let me.
[AGENT][NEUTRAL] Find your policy one moment.
[AGENT][NEUTRAL] And the last name is E V A N S.
[CUSTOMER][NEUTRAL] Yes, first name [PII]
[AGENT][NEUTRAL] OK, so so universal.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, um, yes, um, you can go to any dentist, um.
[AGENT][NEUTRAL] You can choose your own dental.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Could you do me a favor?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Could you, could you email me or text me my policy number, and I want to call Aspen to set up an appointment.
[AGENT][NEUTRAL] OK, in order for me to do that because I will have to email it, I can send it by phone, but I can email it. um I need to verify you. So let me have the date of birth, mailing address and email address on file.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] The email address should be [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, the address.
[CUSTOMER][NEUTRAL] Should be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And your date of birth.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right, perfect, thank you. OK, um, do you mind holding for me while I send this out to you while I send this email to you?
[CUSTOMER][NEUTRAL] OK.
[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.
[AGENT][POSITIVE] Being patient for me. OK, I went ahead and send that over to you. Um, it should be there shortly. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye-bye Mr. [PII].