AccountId: 011433970860
ContactId: f22c1118-66aa-40ef-8694-f0e0ac38f014
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178740 ms
Total Talk Time (AGENT): 50510 ms
Total Talk Time (CUSTOMER): 58069 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/f22c1118-66aa-40ef-8694-f0e0ac38f014_20250514T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I need to get some information on my dental plan, um, or dental card or something that I can get my dentist and
[AGENT][NEUTRAL] OK. Uh, do you, do you have your policy number or I can look it up by your last name or social?
[CUSTOMER][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] Uh, my last name is [PII]
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And what was your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I found your policy. Let me get that pulled up real quick.
[AGENT][NEUTRAL] OK, and Mr. [PII], could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I just need two more pieces of information, your address and your email address.
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] And my email is.
[CUSTOMER][NEUTRAL] [PII] I believe.
[AGENT][NEUTRAL] Uh, looks like I've got [PII].
[CUSTOMER][NEUTRAL] OK, yeah, it's [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And do you want me to email you over your ID cards?
[CUSTOMER][NEUTRAL] Oh, that'd be fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And yeah, just, uh, any policy information I'm gonna need.
[CUSTOMER][NEUTRAL] Uh, if you can share that or a link to where I can view it.
[AGENT][NEUTRAL] OK, um, yes, you can set up your account. Um, I'll send you the link to that portal and the instructions guide. It does have to be from a desktop or laptop though, it can't be from a phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, not a problem.
[AGENT][NEUTRAL] OK. I'll get that sent over. Uh, just give me a few minutes and then you should receive it.
[CUSTOMER][POSITIVE] OK sounds good thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.