AccountId: 011433970860
ContactId: eae6c4b5-2787-42b1-9443-616180021e26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265369 ms
Total Talk Time (AGENT): 129605 ms
Total Talk Time (CUSTOMER): 67000 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/eae6c4b5-2787-42b1-9443-616180021e26_20250410T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII], this is [PII]. I was calling due to my dental insurance. I was trying to see, uh, I was trying to get a, uh, a copy of my um my dental insurance card.
[CUSTOMER][NEGATIVE] Because I haven't received it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, [PII] [PII], can I please get your callback number, sir, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And what is your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't know it offhand.
[AGENT][NEUTRAL] I can look it up with your social if you can please give that to me.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look it up real quick, sir.
[AGENT][NEUTRAL] OK, I've got you pulled up right here. I'll just need for you to verify your policy for me. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you sir?
[CUSTOMER][NEUTRAL] It's uh it should be [PII]. My phone number is [PII] and uh you said my um what else you ask for?
[AGENT][NEUTRAL] Email, your email, sir?
[CUSTOMER][NEUTRAL] My email is my, my email is [PII].
[AGENT][POSITIVE] Thank you. I appreciate you verifying that information for me. OK, so we have two options here. Um, we have, I can order a card for you to be mailed to your um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Home address.
[AGENT][NEUTRAL] But if you need it immediately, you can sign up for our online service center and let me give you that website.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on one second, let me get my pen and paper.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, what's the website?
[AGENT][POSITIVE] It's secured [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Once you sign up for that online service center um you're gonna go in there as the first time you're gonna go in as a new user.
[AGENT][NEUTRAL] And then you're gonna choose the option that you're an individual with a policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll figure out what you want to use for your username and password and then you should be in the um online service center the website and you can get a copy of your card there also but in the meantime, Mr. [PII], I am going to order one to be mailed to your home address that you just verified for me so we're gonna do both if that's OK with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine. That's fine.
[AGENT][NEUTRAL] I'm gonna go, OK, go ahead and get one sent to you and then you can also see it on online service center, OK?
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, ma'am. That's it. Thank you.
[AGENT][POSITIVE] OK, you have a very good day and thank you for calling ATS sir.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye-bye, Mr. [PII].
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye