AccountId: 011433970860
ContactId: 41c67d62-6608-4483-aa6f-7e63b5015ae6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314390 ms
Total Talk Time (AGENT): 135258 ms
Total Talk Time (CUSTOMER): 150535 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/41c67d62-6608-4483-aa6f-7e63b5015ae6_20250508T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], excuse me. I called uh back on [PII] and first I spoke with uh [PII], and then I was handed off to uh [PII] with customer service. My husband had a group dental policy, and he retired from the state of [PII] on [PII] and
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was told that she would be mailing me forms because I would like to keep the policy so I don't really know if I fell through the cracks. I don't know where we stand, but I have his policy number and I like to kind of see where I stand.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely we can take a look at that um what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], last name [PII]
[AGENT][NEUTRAL] Got it. And then [PII] before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you, and then uh I will go ahead and take that policy number, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's 00753817.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and then just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying all of that alrighty um so just so that I understand correctly um you were supposed to get this information that was um January that you had originally spoke about this correct with us? OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] That's correct, correct, because I was trying to, you know, get me ahead of the game and uh my mother kind of little fell ill and I'm trying to play catch up on some of my things. But I knew, I know that [PII] said that usually the state would notify them and they hadn't gotten word, but she would be glad to put the forms in the mail, but I have never, never received anything, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure, OK, so I do see.
[CUSTOMER][NEUTRAL] And my husband's uh was [PII].
[AGENT][NEUTRAL] Sure, so I do see on um [PII] that those forms were mailed to you, so I'm not sure if maybe they got lost in the mail or something because that was my goodness we're in May already. Oh my, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, right, yeah, I've got a lot on my plate right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand. um.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] Cause then I was thinking, well, maybe something happened and the policy is staying intact and they're taking it out of this check. I mean, I don't, I don't know. So I, I, I mean, can
[AGENT][NEUTRAL] I, sure.
[AGENT][POSITIVE] No worries, um, so.
[CUSTOMER][NEUTRAL] Is it terminated or?
[AGENT][NEUTRAL] No ma'am, I am showing that it is currently active, so what I'm going to do is I'm going to put you on a brief hold and I'm going to reach out to our customer service department and see what else we might be able to do um I don't know if mail is the only way we can send those forms to you maybe we might be able to email them uh so give me just a moment I'm just gonna put you on a brief hold I'll get right back with you OK?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] that'd be, uh, OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] Doing alright, thank you. I've got a member on the line who said that she had uh called back in January February about uh continuing this policy. Her spouse was retiring, um, and that she was going to get uh a form sent to her but she never got it. I do see a note from [PII] from [PII] that the forms were ordered through a letter writer, um, but she's saying she never got them, so I don't know if they just need to be resent or if maybe those can be emailed to her.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. Um, what is the policy number?
[AGENT][NEUTRAL] That is 753-817.
[AGENT][NEUTRAL] And we are speaking with uh [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right. This can be emailed to her. I can um take her call and um advise that I will be emailing them in a few minutes.
[AGENT][POSITIVE] OK awesome I appreciate your help. Are you ready for her now?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.