AccountId: 011433970860
ContactId: 168404a7-83a0-41d7-b3d9-b19abefe6a2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344820 ms
Total Talk Time (AGENT): 198666 ms
Total Talk Time (CUSTOMER): 143033 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/168404a7-83a0-41d7-b3d9-b19abefe6a2b_20250103T17:13_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII] with the care team. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How about yourself?
[CUSTOMER][POSITIVE] Hey, I'm doing so great. I have an insured on the line and she wants to know about the portability of her policy.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] Um, I'm looking at policy number 7158.
[AGENT][NEUTRAL] 7158.
[CUSTOMER][NEUTRAL] 714958
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] What's her name?
[CUSTOMER][NEUTRAL] Her name is [PII]. She retired yesterday, and I see like LA Machinery is a special group, but it doesn't, I don't think this is a special group.
[AGENT][NEUTRAL] No, it's not. It's just the state of [PII], um, people is what it is. Yeah, she can afford it. You can send her to me. Did you ver
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I will, I did verify all her information, yes, and her phone number is not on file but it is the number she called from for her call back.
[AGENT][POSITIVE] OK, got it. Thank you.
[CUSTOMER][POSITIVE] Perfect. My pleasure, Ms. [PII]. One sec.
[AGENT][POSITIVE] Good morning, Ms. [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] Uh, I'm fine, thank you.
[AGENT][NEUTRAL] I've got your information pulled up and the representative that transferred you stated that you were inquiring about continuing your policy since you recently retired.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, you definitely have the option to port this policy to your own individual payment method. Um, you have an individual dental policy. We're not gonna be changing your premium or benefits in any way. We're just gonna be changing who's responsible for the premiums. Um, we do offer several different types of billing methods, but the only monthly option that we offer is an automated bank draft either from a checking or savings account.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, I can send you a letter that gives you a description of the other payment options that we offer, which is a manual bill, um, every 6 months, quarterly or yearly, and all we do is take your monthly premium and multiply it by the number of months. If you choose to do that, um, those premiums will be quoted in that letter.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, you should get the letter within 5 to 7 business days, and once you get it, just send it back to us and it looks like your group should be paying you for December. It looks like they pay a little bit behind, so we should be getting that shortly. Um, the letter I'm sending does ask for one month's premium that's gonna be for your month of January. Does that sound about right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] Mhm, yeah, I will be getting like last check like on the [PII]. I don't know if they'll hold out anything, part of it or anything, but what, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, if they do and they do happen to submit in payment, it'll just um roll your pay to date forward and, and if you send one, it'll roll it forward as well, so.
[CUSTOMER][NEUTRAL] Well, OK, OK.
[CUSTOMER][NEUTRAL] I, I was gonna, I was gonna tell you I have a, um, when they sent me that letter, they sent me electronic fund transfer thing, you know, one of those authorization sheets. Um, do you want me to just go ahead and send that back in, or do you want me to wait until I receive the letter or what would you like?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, if you've already gotten a letter, just if you, if that's what you're wanting to do is a monthly draft, then we, you can just send that back into us. You can email it or fax it to us.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can I mail it?
[AGENT][POSITIVE] Yes, ma'am. You can definitely mail it as well.
[CUSTOMER][NEUTRAL] OK, I'm gonna um.
[CUSTOMER][NEGATIVE] Yeah, that's the letters that they said was generated out by mistake and they claimed I didn't pay my, uh, say I didn't pay my October bill, but they have, they did, they drew it out of my, it was held out of my check, so.
[AGENT][NEUTRAL] Right, and you are reactivated it and it and it is showing a notation that it was inadvertently termed, but we reactivated you and you are active and paid current. Um, but if you want, you can go ahead and correspond to that letter. Now, do you have our new mailing address because we do have a different mailing address.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The address that is on this envelope.
[AGENT][NEUTRAL] Yeah, that one should be right, but I just wanna make sure.
[CUSTOMER][NEUTRAL] Post office.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, yes, ma'am. Send it back to that address attention customer service, and what I'll do is I'll put a note in here that um we should be getting your bank authorization form and if you want, like I said, we can start it for January if you'll give us a draft date, um, a date after you mail it like if you're gonna send it today I guess any day after that or if you send it Monday any day after that if you want a specific date. If not, it'll be the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it will not matter. I'm gonna go ahead and try to get this in the mail, um, probably today if I can.
[AGENT][NEUTRAL] All right, Ms. [PII], I'm gonna notate our conversation and again, your monthly premium will be 3060 and that's for your dental coverage just for you. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, ma'am, that will be all.
[AGENT][POSITIVE] Well, thank you for calling APL Ms. [PII], and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] I guess I'm gonna go ahead and keep that insurance because that's good um.
[CUSTOMER][POSITIVE] This is American Public Life. It's pretty good insurance. I've had it.
[CUSTOMER][NEUTRAL] And um she said that I can go ahead and continue my insurance gonna be the same premium and everything so I told her I'd probably try to go ahead and get this in the um