AccountId: 011433970860
ContactId: e56903c9-5f0f-4868-90b4-75640576e0aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145419 ms
Total Talk Time (AGENT): 58866 ms
Total Talk Time (CUSTOMER): 43719 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/e56903c9-5f0f-4868-90b4-75640576e0aa_20250520T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I wanted to get a.
[CUSTOMER][NEGATIVE] No, a new dental card you you never sent me a dental card in the mail.
[AGENT][NEUTRAL] OK, I can take a look at getting a dental ID card to you. Um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] I'm so sorry, what was that?
[CUSTOMER][NEUTRAL] I was spelling my last name, [PII]
[AGENT][NEUTRAL] OK thank you and then uh [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah it's 02123841.
[AGENT][NEUTRAL] OK, thank you and I'm just gonna verify some information really quick. Uh, can I get your date of birth please, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] Erie Avenue, Northwest.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that uh last thing I need is the email address we've got on file for you uh looks like it is a Hotmail account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying all of that information, [PII]. OK, so I can go ahead and have this mailed to you. I can also email you a copy uh right now if you'd like. Do you want me to do both of those?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, do you want me to just send it to this uh [PII] account that we've got?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll go ahead and get that sent now um was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that's all I wanted.
[AGENT][POSITIVE] I understand all right well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] All right thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.