AccountId: 011433970860
ContactId: e3e66ff5-2aa6-4818-a967-6790bdc4fcaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272269 ms
Total Talk Time (AGENT): 87400 ms
Total Talk Time (CUSTOMER): 69442 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/e3e66ff5-2aa6-4818-a967-6790bdc4fcaa_20250612T14:24_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is uh [PII].
[CUSTOMER][NEUTRAL] And, and I was trying to get like uh like information share information.
[AGENT][NEUTRAL] You're trying to get information on the insurance that you have with us?
[CUSTOMER][NEGATIVE] Yeah, but the, like the, the uh like the dental office that I'm using, they asked me did I have a card, but I told her I don't have a card, so I don't have all that information again.
[AGENT][NEUTRAL] Do you by chance have your policy number or no, you don't have that?
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, so we can look you up by name or social, whichever you prefer to give me.
[CUSTOMER][NEUTRAL] Uh, do the name if they don't pull up by the name, then we'll do the social.
[AGENT][NEUTRAL] Can you spell your last name, please?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] [PII], [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell it please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] You're saying [PII].
[CUSTOMER][NEUTRAL] Like T as in
[CUSTOMER][NEUTRAL] [PII], yeah, uh-huh.
[AGENT][NEUTRAL] OK, just making sure.
[AGENT][NEUTRAL] What state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Nothing's coming up right off the bat. Can I have your first name, [PII].
[CUSTOMER][NEUTRAL] Uh uh uh uh that, that I, it'll be [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, there we go.
[AGENT][NEUTRAL] OK. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then just lastly, can I confirm the address in [PII]?
[CUSTOMER][NEUTRAL] I don't know if you got [PII].
[AGENT][NEUTRAL] Um, it's a [PII].
[CUSTOMER][NEUTRAL] But [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I moved from there though.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The email we have on here is [PII]. Is that still a good email?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, that's still good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I will email you a card. Do you want to write down this policy number for your dental?
[CUSTOMER][POSITIVE] Yeah, oh, I'm ready.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] 02073603.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So I'm emailing, yeah, I'm emailing you a card now so you should be able to either uh print that off or you can forward it on to them, but it should have all the information that you need to get any sort of dental care.
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Anything else, [PII]?
[CUSTOMER][NEUTRAL] At that, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a nice day.