AccountId: 011433970860
ContactId: 537241de-5fb5-4711-935b-3ba3850cdd71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273519 ms
Total Talk Time (AGENT): 85518 ms
Total Talk Time (CUSTOMER): 143647 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/537241de-5fb5-4711-935b-3ba3850cdd71_20250515T15:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII], and I recently requested a summary of benefits and um I was interested in comparing your policies from policy C to policy D. And so I received everything. I received the schedule of benefits, and I received the application. And I just wanted to know if I'm interested in
[CUSTOMER][NEUTRAL] Um, going to policy D, what do I have to fill out on this application? Do I have to consider it a benefit change?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know, in the upper left, uh, well, it's just for agents only. Oh, OK. Like, what do I need to fill out on this application? Only the basic information like, uh, 12, you know, for applicant? Like what items?
[AGENT][NEUTRAL] Ms. [PII], are you calling from a group or are you calling as far as the broker's office? I'm sorry.
[CUSTOMER][NEUTRAL] Oh, for myself and my husband, just um uh employee and one and the spouse.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] And was
[AGENT][NEUTRAL] This through your employer?
[CUSTOMER][NEUTRAL] Yes, originally it was. Now I'm retired, so, um, I guess it we just send it directly now. Do you need my policy number maybe?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, ma'am, please.
[CUSTOMER][NEUTRAL] It is 603-491.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And I have a group number also.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What I'm interested in finding out is if on the application y'all sent me, what do I need to fill out on there? I, I see that there's a little tiny area that says dental. I'm assuming, you know, it says, uh, individual and spouse, and if we would be interested in option D, you know, we mark that. But what on the front part of the application do I fill out our name, a mailing address, um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's asking for my salary. I'm retired.
[AGENT][NEUTRAL] OK, yeah, I might have transferred to uh.
[AGENT][NEUTRAL] Customer service representative, uh, but Ms. [PII], verify your date of birth for me and mailing address.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] OK, thank you. And your email address please? Excuse me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. No, it's [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] All lowercase
[AGENT][NEUTRAL] And let me transfer you to a representative. They'll be able to assist you as far as that application, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Hold on one moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. Um, I have an insured on the phone. She received the application and a schedule uh and a benefits, and she has questions in regards to the application.
[AGENT][NEUTRAL] Looks like she is, was with a group, but she's wanted to have an individual policy, well, a spouse.
[AGENT][NEUTRAL] But um she needs, she has questions in regards to the application she received.
[CUSTOMER][NEUTRAL] OK, what's her policy number?
[AGENT][NEUTRAL] 603-491.
[CUSTOMER][NEUTRAL] OK, and your call back number?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] And she's verified correct.
[AGENT][NEUTRAL] Yeah, I verify her information.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] All right, thank you. Have a great one.
[CUSTOMER][NEUTRAL] Mhm.