AccountId: 011433970860
ContactId: 0b017a92-966d-49e3-b4ff-f1b87706d6c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240000 ms
Total Talk Time (AGENT): 119989 ms
Total Talk Time (CUSTOMER): 99574 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/0b017a92-966d-49e3-b4ff-f1b87706d6c2_20250109T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you today?
[AGENT][POSITIVE] Doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good. This is [PII]. Um, I have a, um, member on the line that she said that uh they stopped deducting her dental policy through her work and she would like to port the policy. Um, the policy number is 944211.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 944211.
[CUSTOMER][NEUTRAL] Mhm. It's just a second.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] She said she just received a letter from her employer saying that they're not gonna be um deducting her no more.
[AGENT][NEUTRAL] All right, and I guess uh she wants us to send her portability documents.
[CUSTOMER][NEUTRAL] Um, yeah, she just wanna know like what to do to keep the policy, which, yeah, that's, that's what we're gonna need to send her report letter.
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, you ready for her?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and I did fully verify all the information and the callback number is [PII].
[CUSTOMER][NEUTRAL] And here she comes and let me see oh here I'm just gonna say [PII]. I'm not sure how to say that last name uh yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh, wait.
[AGENT][NEUTRAL] Uh, the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm gonna put it in unless you put it in right now.
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][NEUTRAL] You got it. OK. All right. OK, here she comes and I'm just gonna call her by first name because I'm not sure how to say the last name, OK?
[AGENT][NEUTRAL] Mhm. All right.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. I got this [PII] on the line. She's in the customer service department and she's gonna assist you from here with some information about your policy, OK? Thank you. You're welcome.
[AGENT][NEUTRAL] Hello, good morning, Ms. [PII].
[CUSTOMER][POSITIVE] Good morning.
[AGENT][POSITIVE] Hello, how are you doing today?
[CUSTOMER][POSITIVE] I'm great and you?
[AGENT][POSITIVE] I'm doing good. I was just advised that you would like to um obtain information about how to support your policy with us.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so what I can do is send, um, send to you your portability letter, uh, which will, which will contain the information about the monthly premium, um, it will be requesting a method of payment. Uh, we have two options you can send us a check or either, um.
[AGENT][NEUTRAL] Uh, provide your bank account information for from where we can draft, um, each month quarterly or annually, um, that will depend on you. Um, how would you like me to mail the late uh send you the letter, sorry, um, via mail. Mhm, yes, I can do that.
[CUSTOMER][NEUTRAL] Can you email it to me?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me just verify that the email address that we have is a good email address.
[AGENT][NEUTRAL] Is [PII] a good email?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] Alright, Ms. [PII], um, I will go ahead and work on that email for you, sending that letter and um electronic funds transfer for you to fill out if you decide to um pay via bank draft, um, is.
[CUSTOMER][NEUTRAL] Yeah, that's what I wanna do a monthly bank draft.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. I will work in that email for you and you should receive it in about 15 to 20 minutes. Um, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Alright, well thank you for calling APO and I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.