AccountId: 011433970860
ContactId: 4c569981-0986-4808-833b-3607850682bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241100 ms
Total Talk Time (AGENT): 72407 ms
Total Talk Time (CUSTOMER): 148547 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/4c569981-0986-4808-833b-3607850682bf_20250109T19:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have an insured on the line who was calling to follow up to make sure her ID cards were mailed and also documents to continue her coverage because she's retiring.
[CUSTOMER][NEUTRAL] Um, but I don't see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where anything has been sent to her. I see where [PII] talked to her on the [PII].
[CUSTOMER][NEUTRAL] And ID cards were ordered but I don't see any note regarding the edits.
[AGENT][NEUTRAL] Alright, what is the policy number?
[CUSTOMER][NEUTRAL] 643-734 for [PII] and [PII].
[CUSTOMER][NEUTRAL] And the number that you see on the screen is her cell number and that would be the best number um to call her back on.
[AGENT][NEUTRAL] OK, you said she's retiring and wants to continue.
[CUSTOMER][NEUTRAL] Mhm and she said that she was just calling to follow up to make sure that those documents have been mailed to her because she had requested ID cards and those documents. I see that ID cards were ordered. I see that [PII] talked to her about continuing coverage.
[CUSTOMER][NEUTRAL] But I don't see and I don't see an on base any correspondence indicating that anything has been said about that.
[AGENT][POSITIVE] OK. I will order her letters for her, let her know. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well thank you very much and I emailed her the online service and stuff so she's gonna set up her profile there as well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, [PII], well, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Uh, good afternoon, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Good afternoon.
[CUSTOMER][POSITIVE] Yeah, I'm good how are you?
[AGENT][NEUTRAL] I'm good. Um, [PII] was stating that you were wanting to continue your policy, is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, uh, I do have some forms that I'll need to send to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um
[AGENT][POSITIVE] Just fill those out and send those back in and we'll get it all taken care of.
[CUSTOMER][POSITIVE] OK, I appreciate it. That school that the school board was still showing me on there. They told me and I said I better call back and double check everything and she just told me it's still showing me there, but I went to school board and they were supposed to straighten it out.
[AGENT][NEUTRAL] Right, uh huh, yeah, I'm still showing it's on payroll deduction, so yeah, but we, we can get that changed, um, I'll, I'll get those forms ordered and mailed to you and just fill them out and send them back and we'll get it continued.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[CUSTOMER][POSITIVE] OK, thank you because I do not want to lose my dental.
[AGENT][POSITIVE] Yes ma'am. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, ma'am, you have been a great help. I'll just wait on those forms. How long do they usually take to come in?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, we order them today and they should mail either Friday or Monday, and then you should be able to get them.
[CUSTOMER][NEUTRAL] Mel, don't run Thursday. That's today, [PII].
[CUSTOMER][NEUTRAL] He's something else. The the mail service is shut down for [PII]'s, uh, funeral. That's what.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You always got those men in the background.
[AGENT][POSITIVE] Yes, we do.
[CUSTOMER][NEUTRAL] OK, so I'll just wait for it to get in and I'll fill it out and get it right back to you.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Alright, thank you and thank you for calling APL and you have a wonderful day, Miss. [PII].
[CUSTOMER][NEUTRAL] OK, let me ask you a question that's gonna show me how I'm gonna pay and everything, right?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, just wanna make sure because definitely don't wanna lose my dental. I've had y'all forever and I would not change over to any other one with the school. I told them no, leave it me and my insurance alone. I appreciate you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Right. OK. OK. Thank you. Have a good day. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye you too bye bye.
[CUSTOMER][NEUTRAL] Last now.
[CUSTOMER][NEUTRAL] Now I'm finished with all the insurance I'm just filling that paper out. Here's your.