AccountId: 011433970860
ContactId: 3761028c-5116-465a-9383-ba6e1bb4f764
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 433779 ms
Total Talk Time (AGENT): 163737 ms
Total Talk Time (CUSTOMER): 110501 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/3761028c-5116-465a-9383-ba6e1bb4f764_20250603T16:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL Grace. How can I help you?
[CUSTOMER][NEGATIVE] I'm calling about some paperwork and stuff that was supposed to be sent to us to uh continue to pay our premiums for our dental insurance.
[AGENT][NEUTRAL] OK, and uh what's your name? Can I get your name, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right. And is this for an individual policy, or are you calling with a group?
[CUSTOMER][NEUTRAL] Uh, it's group, it's through his employer and he retired, so y'all were supposed to send all this stuff for us to keep paying the premiums.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] For the coverage.
[AGENT][NEUTRAL] OK. All right. Let me um get you over to the customer service team, um, because they take care of the, of, of that, so give me one second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And are you calling on the policy for [PII], or could I get, is that your name?
[CUSTOMER][NEUTRAL] Uh, it's for my husband, [PII]. I'm his wife. I'm also on the policy.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, it is 00603054.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And can you verify the address that we should have on file, please?
[CUSTOMER][NEUTRAL] Yes ma'am, it's um let's see, it's either [PII], or [PII].
[AGENT][NEUTRAL] OK, and what's the zip code on the uh [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, and is the number you're calling from a good callback number in case the call gets dis disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, I'm gonna go ahead and grab someone from the customer service team, um, now that I have all your information verified, and I did go through the notes and I do see that they sent that letter out on the [PII], it looks like of May.
[CUSTOMER][NEGATIVE] Yeah, I don't, we don't have anything.
[AGENT][NEUTRAL] OK, yeah, let me get you over to them.
[CUSTOMER][NEUTRAL] Do I need to pay something over the phone to get, to continue it since it's so late?
[AGENT][NEUTRAL] Uh, no, you, the policy is still paid to, it's paid to May, um, so it's not in danger of lapsing or anything yet, um, but, uh, if you
[AGENT][NEUTRAL] You see, because you have your policy has to be ported first to individual coverage before I could take a payment from you, um, because as long as it's as it's still under the group, then we can only receive payments from the group, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, it's still, it should be still under the group because even though he's retired, he's still part of the group.
[AGENT][POSITIVE] OK, uh, yeah, let me get you over to the customer service team and uh they'll be able to help you because they handle the portability stuff.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Oh, hey, [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEGATIVE] Well, I have someone on the line asking about uh porting their dental policy, um, cause they said that they requested for it to be portal ported because he's retired um from the group, but they haven't received anything. But I looked in the notes and it said that they ordered it on the [PII], but she said she hasn't received anything.
[CUSTOMER][NEUTRAL] Um, what's the policy number? Let me look.
[AGENT][NEUTRAL] 603-054
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Ordering method of payment letter, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And the address that we have match what they verified it as the PO box?
[AGENT][NEUTRAL] Yeah, she verified the PO box address. She gave me another one, but she said that it was probably under the PO box and that's what we have.
[CUSTOMER][NEUTRAL] OK, and who's on the line?
[AGENT][NEUTRAL] Her name is [PII] and I've checked Pineman and it shows her as a dependent, um, she's a spouse, she said.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] So did she, I don't know.
[CUSTOMER][NEUTRAL] OK, um, you can send her to me. I may have to um get some help from [PII] on this one, but you can send her over to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and she did ask about making a payment, but I told her that uh we wouldn't be able to take a payment until it's ported over to individual, is that right?
[AGENT][NEUTRAL] Because don't have the payment to come through the group as long as he's still under the group.
[CUSTOMER][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK alright I'll send her over.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hi, [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right. I have [PII] on the line. She is going to assist you further with this issue, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi [PII], this is