AccountId: 011433970860
ContactId: 2134c50f-927a-42ff-860a-12d415179c32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172619 ms
Total Talk Time (AGENT): 78206 ms
Total Talk Time (CUSTOMER): 92888 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/2134c50f-927a-42ff-860a-12d415179c32_20250219T17:10_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] Hey [PII], um, I have an insured's wife on the phone. She is on a dental policy and she is saying that her husband is retiring soon, um, but she is wanting to know, uh, once he retires if they can keep this dental policy.
[AGENT][NEUTRAL] OK, I can help with that. What's that policy number?
[CUSTOMER][NEUTRAL] 753-817.
[AGENT][NEUTRAL] OK, that's
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yes, and it's Ms. [PII] on the phone.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I is she verified or?
[CUSTOMER][POSITIVE] Awesome man.
[CUSTOMER][NEUTRAL] Yeah, I'll verify her date of birth and the mailing address.
[AGENT][POSITIVE] All right, thank you. I'm ready.
[CUSTOMER][POSITIVE] All right thank you ma'am have a great one.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Uh, good morning, Miss [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Good and you?
[AGENT][NEUTRAL] I'm good, thank you. Uh, [PII] was saying that, uh, your husband is retiring soon and wants to continue this policy, the dental?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, if possible, if possible.
[AGENT][POSITIVE] Yes ma'am, it's very possible and I can get those forms mailed out to him just fill them out and send them back, and we'll get it taken care of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. OK, not a problem. Uh, will they be like a lapse time or uh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like, you know,
[AGENT][NEUTRAL] Yeah, um
[CUSTOMER][NEUTRAL] Since we're kind of like it to which an hour.
[AGENT][NEUTRAL] Just, just let us know when he's retiring and when when to start the draft and so there won't be any lapse of coverage or anything.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Yeah, OK, yeah, 2 on [PII] [PII] next Friday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Because we was hoping today that they would keep him on because he offered to stay on because nobody has applied for his position and they're gonna be on a pickle.
[CUSTOMER][NEUTRAL] So, yeah, yeah, so.
[AGENT][POSITIVE] Yeah, that's good though.
[CUSTOMER][NEUTRAL] OK, yeah, OK, alright, so uh just wait for the forms soon or give you my account number now or what?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Um, just wait for the forms, fill them out and send them back in, um.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They will ask for um one month premium which is 3280 just send that with the forms and that'll pay the March's premium and we'll start drafting in April or send a bill whichever way he chooses to pay for it.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, could I like pay like the whole year, like the whole year out that way don't have to worry about it or? OK, all right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm and and all that information will be on the forms for him. He just chooses.
[CUSTOMER][POSITIVE] OK, alright, I appreciate it. OK, thank you so much, man. I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day, Miss [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] You too mhm bye.
[AGENT][POSITIVE] Thank you. Goodbye.