AccountId: 011433970860
ContactId: 56165401-9b99-4e6a-b374-c5e49e33c87a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187660 ms
Total Talk Time (AGENT): 103300 ms
Total Talk Time (CUSTOMER): 54782 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/56165401-9b99-4e6a-b374-c5e49e33c87a_20250509T12:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] on the care team. How you doing?
[AGENT][POSITIVE] Doing good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. Um, I have an insured on the other line who's retiring and wants to uh continue his policy on [PII]. It's dental.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. What is the policy number?
[CUSTOMER][NEUTRAL] 608005
[AGENT][NEUTRAL] Alright, and let me just a second to pull it up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right, you can go ahead and send him over.
[CUSTOMER][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you so much. You're welcome.
[AGENT][NEUTRAL] Hello, good morning, Mr. [PII].
[CUSTOMER][POSITIVE] Hey, good morning.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. I was just advised that um you would like to continue your policy with us. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, for the next steps, um, we can go ahead and mail to you the portability letter which will contain um the information about the policy premiums, um, and request the method of payment. Um, we can also email that letter to you, um, whichever you prefer, I can work to providing the information.
[CUSTOMER][NEUTRAL] Yeah, email the quickest that's fine.
[AGENT][NEUTRAL] Alright, and is the email that we have on file a good email to use?
[CUSTOMER][NEUTRAL] Yes, the, the [PII].
[AGENT][POSITIVE] All right. Perfect. OK, I will go ahead and work on that um email for you. Um, is there anything else that I can help you with today? Any questions about the premiums, coverage?
[CUSTOMER][NEUTRAL] No, so
[CUSTOMER][NEUTRAL] Right, so just my understanding, so you'll start the payroll deduction and then I'll just pick up paying online or set up direct pay.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, um, unfortunately we don't have an online payment. The only methods we have is, um, direct will where we will be sending pretty much a check, um, quarterly, semiannually or annually depending on which you prefer. Or the other method is um bank draft where you can pay monthly, quarterly, semiannually or annually that will be listed on the letter. Um, I will include as well the premium amounts.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On it.
[CUSTOMER][POSITIVE] OK, that sounds great I appreciate it.
[AGENT][POSITIVE] And you're very welcome and I hope you have a nice day if there's anything else.
[CUSTOMER][POSITIVE] Yeah, no, man, that's it thank you so much you have a nice day too.
[AGENT][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye bye.