AccountId: 011433970860
ContactId: f4ef7a28-d0bc-4152-b75c-6f8e5a6e30bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135360 ms
Total Talk Time (AGENT): 50480 ms
Total Talk Time (CUSTOMER): 49321 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/f4ef7a28-d0bc-4152-b75c-6f8e5a6e30bd_20250428T15:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm going to be going to the dentist this Friday. I was just wondering, can I use my APL card for some of the, uh, bill?
[AGENT][NEUTRAL] Yes, uh, if you provide your APO card to the.
[AGENT][NEUTRAL] Um, to your office, they should take it. Mhm. Can I look into your policy really quick?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure, sure, let me um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me go to there right now it's 255-3585.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. I just need to verify a couple pieces of information. What is your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then [PII], what's your mailing address?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then a good good callback number is the one you called from?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it looks like this is a meddling policy, so this is not a for dental, this is for medical.
[CUSTOMER][NEUTRAL] Oh, so I can't take it to the dentist's office. OK. I can't use it there. OK, no problem, ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, thank you very much for your help.
[AGENT][POSITIVE] Yeah, of course. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. I hope you have a great day.
[AGENT][POSITIVE] Thank you. I hope you have a good day too. Thanks for calling APL.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] OK.