AccountId: 011433970860
ContactId: 44717c8e-53c4-40ea-9d3d-5cb22607cd1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 788789 ms
Total Talk Time (AGENT): 220574 ms
Total Talk Time (CUSTOMER): 137406 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/44717c8e-53c4-40ea-9d3d-5cb22607cd1e_20250516T15:48_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] I'm calling about um our dental um insurance um my husband recently retired and until his retirement um paperwork gets straight we have to pay his pay our dental premiums and that's what I'm calling about how do I do that? How do I get how much I owe and.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, who do I send it to?
[AGENT][NEUTRAL] OK, I can check and see how, how this one works because they're all different. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, I'm [PII]. It's uh, my husband [PII].
[AGENT][NEUTRAL] OK. What's the callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. That was [PII]?
[CUSTOMER][NEUTRAL] [PII] is the area code [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, OK. Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 006.
[CUSTOMER][NEUTRAL] 03 054
[AGENT][NEUTRAL] Thank you. One moment, let me.
[AGENT][NEUTRAL] All this information.
[AGENT][NEUTRAL] And find your policy.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Miss [PII]. For security, may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and um may I have the mailing address on file?
[CUSTOMER][NEUTRAL] Uh, let me see what um you either have [PII] or the [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so you want to keep this policy. Um, let me get with customer service just to make sure that this is a policy that you can continue and keep, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you, Mr.
[CUSTOMER][NEGATIVE] And you're gonna put me on hold? OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, mhm, yes, I'm gonna speak to them really quick, OK? One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Furring
[CUSTOMER][NEUTRAL] Morning. Thank you for calling IPL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][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?
[AGENT][NEUTRAL] Um, but it, this one is 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.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] Um, it's 603-054.
[CUSTOMER][NEUTRAL] OK, the select dental can, but the D4 cannot. Let's see what this one is.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, and they're not in a special group, no.
[CUSTOMER][POSITIVE] Yes, that one can be continued, um.
[AGENT][NEUTRAL] OK.
[AGENT][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.
[CUSTOMER][POSITIVE] Yeah, he can keep that one.
[CUSTOMER][NEUTRAL] Uh, it would just be a method of payment letter, uh, we could send.
[AGENT][NEUTRAL] Can we send that now or we have to wait until we are um notified by the employer?
[CUSTOMER][NEUTRAL] Yes, we
[CUSTOMER][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, 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.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][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] Let's see, like I'm just gonna make a note.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For.
[AGENT][NEUTRAL] She and no.
[AGENT][NEUTRAL] OK. Okey dokey, I made a note.
[AGENT][NEUTRAL] Yeah, OK, so I'll let them know that they're gonna be receiving that later and they just need to fill it out and send it back to us, OK? Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I spoke to customer service. They said that yes, you can keep this um policy um even if you retire and they're gonna send you a letter and you just need to fill that out and send it back to us, OK?
[CUSTOMER][NEUTRAL] OK, how do I pay the premiums until, uh, everything gets straight with my retirement?
[AGENT][NEUTRAL] The letter is gonna give you instructions on how to send the premiums.
[CUSTOMER][NEUTRAL] With his retirement.
[CUSTOMER][NEUTRAL] OK, do you know when that letter should be generated?
[AGENT][POSITIVE] It it's gonna be generated tonight. So it's gonna be sent within 24 hours and you will be receiving it in regular mail, so it's gonna be probably 5 days. Mhm.
[CUSTOMER][NEUTRAL] And sent to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and it's gonna come to the PO box?
[AGENT][NEUTRAL] To the address on file, which is, let me see, I believe that is the [PII], but let me double check just to make sure.
[AGENT][NEUTRAL] Back again.
[AGENT][NEUTRAL] Yes, the [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK, and um when's everything paid through right now for our dental?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK, so um it looks like.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right now we have not processed the payment for April but that doesn't mean they didn't send it um so it could be in the works.
[AGENT][NEUTRAL] So you're gonna be due for May.
[CUSTOMER][NEUTRAL] It could be in the work, she said.
[AGENT][NEUTRAL] Yeah. Mhm. Sometimes they just send the payment afterwards because it's a whole group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK all right OK thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APO. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.