AccountId: 011433970860
ContactId: f91381f9-22cc-46e2-8ee9-1b544d9865d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226020 ms
Total Talk Time (AGENT): 69880 ms
Total Talk Time (CUSTOMER): 102071 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/f91381f9-22cc-46e2-8ee9-1b544d9865d6_20250410T21:09_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is, did you say [PII] like the flower?
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] Oh sorry about that. Um, I'm calling because I have dental coverage, uh, through my employer and I never received my card and I have an appointment today and I need to get the card information either emailed to me or I need to get that card within the next uh hour so I can go to the dentist. Is that something you can help me with?
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Um, well, I can have a card mailed to you and I can give you your policy number and you can give to them and our phone number so they can call and verify your benefits.
[CUSTOMER][NEUTRAL] OK, OK, that, that'll work. Uh, so this number to have them call this number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, and what is my, can you tell me what my policy number is?
[AGENT][NEUTRAL] Um, yes, I have to pull you up in our system. Um, first, can I get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][POSITIVE] Sure, yeah, absolutely.
[CUSTOMER][NEUTRAL] Yes, first name is [PII]. Last name [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I could pull your policy up by your social.
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] Oh, OK. And what's your uh social, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Happy to [PII] and then my address is [PII].
[AGENT][NEUTRAL] OK, now please verify your email address to make sure that that information is updated.
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And here's your policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 02610737.
[CUSTOMER][NEUTRAL] 0, hold on one second 026107.
[AGENT][NEUTRAL] 37.
[CUSTOMER][NEUTRAL] What was the rest of it?
[AGENT][NEUTRAL] 37. Mhm.
[CUSTOMER][NEUTRAL] 37.
[CUSTOMER][NEUTRAL] OK, so I've got 02610737.
[AGENT][NEUTRAL] Yes, sir. That's correct. That's your policy number and just have them to call us um with this policy number to verify your information and your address um on file is updated. So I'll have a um ID card mailed to your home address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK excellent thank you very much I appreciate your help today.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, you've been very helpful thanks have a good rest of your day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][NEUTRAL] Thanks, but
[CUSTOMER][POSITIVE] You're welcome bye bye.