AccountId: 011433970860
ContactId: 417613a3-ab0b-437d-9fee-6ea49df5bb70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229089 ms
Total Talk Time (AGENT): 69841 ms
Total Talk Time (CUSTOMER): 98160 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/417613a3-ab0b-437d-9fee-6ea49df5bb70_20250219T17:07_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, um, my husband, uh, [PII] is with a group benefit with the state of [PII] and he is retiring on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] of [PII], next, next Friday, and the only thing they didn't tell me was, you know, give me the option that was keeping the policy so I called to see how can we keep the policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and I apologize. Uh, your name is?
[CUSTOMER][NEUTRAL] Our dental policy.
[CUSTOMER][NEUTRAL] [PII] Last name [PII]'m his spouse and I've got his like group number.
[CUSTOMER][NEUTRAL] Uh, policy number and all that if you need that.
[AGENT][NEUTRAL] Uh, what's the policy number?
[CUSTOMER][NEUTRAL] OK, 00753817.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify your date of birth for me and the mailing address.
[CUSTOMER][NEUTRAL] Alright, [PII] and uh [PII].
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] Yes ma'am, you ready?
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And let me see, because I know usually if a person retires or no longer with the group that um a letter is automatically sent if there's any portability, um, but let me see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, they just told me to contact y'all so gave me a number so.
[AGENT][NEUTRAL] OK, uh, let me see if I can get a representative for our customer service. Hold on one moment. Yes, ma'am.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. OK. Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], um, I have an insured's wife on the phone. She is on a dental policy and she is stating that her husband is retiring soon, um, but she is wanting to know, uh, once he retires if they can keep this dental policy.
[CUSTOMER][NEUTRAL] OK, I can help with that. What's that policy number?
[AGENT][NEUTRAL] 753-817.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes, and it's Ms. [PII] on the phone.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I is she verified or?
[AGENT][NEUTRAL] A for man.
[AGENT][NEUTRAL] Yeah, I'll verify her date of birth and the mailing address.
[CUSTOMER][POSITIVE] All right, thank you. I'm ready.
[AGENT][POSITIVE] All right. Thank you, ma'am. Have a great one.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.