AccountId: 011433970860
ContactId: 04ee04c5-2ad7-4634-a4c9-c20c19d5c46e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 530049 ms
Total Talk Time (AGENT): 146660 ms
Total Talk Time (CUSTOMER): 178681 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/04ee04c5-2ad7-4634-a4c9-c20c19d5c46e_20250519T20:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], uh, this is [PII], and I do, I have, um, all kinds of insurance with, um, with Carrington in [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh I just came across a card uh that indicates that I have a dental policy, uh APL dental policy, and I need to find out about that but like if I do or if I don't.
[AGENT][NEUTRAL] OK. Does it have a policy certificate number on it?
[CUSTOMER][NEUTRAL] It does uh 0073.
[CUSTOMER][NEUTRAL] 356 1
[AGENT][NEUTRAL] OK, and what is your date of birth, Miss [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] And then could you verify your address for me?
[CUSTOMER][NEUTRAL] Well, it's changed, uh, since this, you probably have [PII], but I have moved now, but
[AGENT][NEUTRAL] Uh, what's your new address?
[CUSTOMER][NEUTRAL] My new address is [PII].
[AGENT][NEUTRAL] OK, that's what we have. And then what about your email address?
[CUSTOMER][NEUTRAL] Uh lowercase p.m.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Uh, yeah, it looks like this policy is still effective. It's a dental policy.
[CUSTOMER][POSITIVE] Wonderful. It's been so, it's worked so well for me, but I didn't even know I had this card. I was just, you know, cleaning out a purse and found this card and I thought well my I didn't even know I had this card. Uh, so, well, I'm glad to know that. Do I need to update that in any way or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, no, you verified the information. I've got your current address. Um, we've got you paid through 6125, um, so you're, you're all set.
[CUSTOMER][NEUTRAL] Anything?
[CUSTOMER][POSITIVE] Wonderful. OK, well, let me ask you a quick question. I don't know if you can answer it since you're with dental, but uh do you, does your company offer term, long term?
[CUSTOMER][NEUTRAL] Uh, care insurance.
[AGENT][NEUTRAL] Long term care? Uh, no, we don't have any long-term care policies, unfortunately.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, but you have regular life insurance?
[AGENT][NEUTRAL] Uh, we do have whole life, um.
[AGENT][NEUTRAL] Yes, we have whole life policies.
[CUSTOMER][NEUTRAL] OK. Well, I'll, I'll remember that. What age now, I'm [PII]. Am I too old to
[CUSTOMER][NEUTRAL] To get a new policy?
[AGENT][NEUTRAL] Um, you know, I'm not really sure. Let's see.
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] I think I'd have to transfer you over to our customer service department and they can check and see what's available. Um, do you want me to do that?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, well, let me see, well, I may as well since I've asked the question, sure, I'll, I'll go ahead and find out.
[AGENT][NEUTRAL] OK, anything else I can help with on the dental side?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No thank you [PII] I appreciate it.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is memory in customer service. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] on the care team. Hey, um, do we do whole life policies, like brand new policies? She's currently has dental with us. Um, she's not on a group plan. This is an individual policy. Um, I didn't know if, if we sell whole life policies. I thought we did, but I don't know how she checks into it.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, we used to, but we're currently not offering any new individual policies. They have to come through a group.
[AGENT][POSITIVE] OK, OK, OK, thank you so much. That's what I wanted to double check. Thank you.
[CUSTOMER][POSITIVE] Yeah, you're welcome thank you.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, sorry about that thank you for holding yes actually we do offer whole life but it has to be like employer based, so it'd have to be through an employer.
[CUSTOMER][NEUTRAL] Sure, yeah.
[CUSTOMER][NEUTRAL] Oh, as like a group, a group policy.
[AGENT][POSITIVE] Yeah, exactly, yeah, sorry about that.
[CUSTOMER][NEUTRAL] Well, I mean we, we own things together and work in them together but I don't, I don't really I have an LLC and all of that, but I don't, is that would that cover being in a group or, or not? It has to be like a something different.
[AGENT][NEUTRAL] Um, let's see, so you do have a, um, business?
[CUSTOMER][POSITIVE] Well, we do. Yes, we have uh um Evans Properties LLC Family Properties LLC and we all work in them together.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Let me check something real quick.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Hold on just a second.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Let me double check where that potentially could go to. Let me, uh, do you mind if I put you on a brief hold?
[CUSTOMER][POSITIVE] No, I appreciate it.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] You.
[AGENT][NEUTRAL] OK, sorry about that. OK, so the way it works is that it, it has to be through a broker. So they'd have to, you'd have to find an insurance broker that offered these products and then the, the bus[PII] would have to go through an insurance broker. You can't just sign up as an individual um business.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Does that make sense?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Not a lot.
[CUSTOMER][NEUTRAL] I don't know about that. A broker meaning someone else who just sells insurance sells uh from a a a number of companies.
[AGENT][NEUTRAL] Correct, right, so it has to be somebody that sells APL products and then they enlist your business.
[CUSTOMER][NEUTRAL] That's
[AGENT][POSITIVE] To get business with us.
[CUSTOMER][POSITIVE] Right. OK. Well, OK. Well, that's good to know and [PII], thank you for your help. I appreciate it.
[AGENT][POSITIVE] OK, well, thanks for calling APL. I hope you have a good evening.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.