AccountId: 011433970860
ContactId: 1a2657c3-fe91-4790-a22e-d99c1b9bf8ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137160 ms
Total Talk Time (AGENT): 41828 ms
Total Talk Time (CUSTOMER): 87108 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/1a2657c3-fe91-4790-a22e-d99c1b9bf8ad_20250516T15:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you? This is [PII].
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I'm good. Thank you. Um, I have a question about a, a part of a policy. Is a, um, it's a selected, it's a dental policy?
[CUSTOMER][NEUTRAL] Um, but it, this one's still with the group, but he's retiring and he wants to know if he can keep this policy and keep paying out of pocket, but I'm not sure if this one does qualify for it or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Um, it's 603-054.
[AGENT][NEUTRAL] OK, the select dental can, but the D4 cannot. Let's see what this one is 60.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, and they're not in a special group, no.
[AGENT][POSITIVE] Yes, that one can be continued, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, he can keep that one.
[CUSTOMER][NEUTRAL] Yeah, he's gonna retire and he wants to keep it. OK. So, um, we need to be notified before we send that court letter.
[AGENT][NEUTRAL] Uh, it would just be a method of payment letter, uh, we could send.
[CUSTOMER][NEUTRAL] Can we send that now or we have to wait until we are um notified by the employer?
[AGENT][NEUTRAL] Yes, we
[AGENT][NEUTRAL] Yeah, we, we can send them now. Uh, we don't need to, it, it's not good to wait till they, they notify us because they pay in arrears.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So then, yeah, they get all upset, yeah, but it's just a method of payment letter I I can get that sent to him.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][MIXED] Oh thank you, thank you, thank you, but next time I know I can go I can go ahead and do it. I just didn't know if this one was like um portable or not.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let's see, like I'm just gonna make a note affordable.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] She and no.
[CUSTOMER][NEUTRAL] OK. Okey dokey, I made a note.
[CUSTOMER][NEUTRAL] Yeah, OK. So I'll let them know that they're gonna be receiving that letter and they just need to fill it out and send it back to us, OK? Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] OK.