AccountId: 011433970860
ContactId: 5dd025f2-0092-423a-9359-608a5ba83bb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 539159 ms
Total Talk Time (AGENT): 250768 ms
Total Talk Time (CUSTOMER): 189534 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/5dd025f2-0092-423a-9359-608a5ba83bb3_20250603T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hey [PII], it's [PII].
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEGATIVE] Well, I have someone on the line asking about uh porting their dental policy, um, cause they said that they requested for it to be ported because he's retired um from the group, but they haven't received anything. But I looked in the notes and it says that they ordered it on the [PII], but she said she hasn't received anything.
[AGENT][NEUTRAL] Um, what's the policy number? Let me look.
[CUSTOMER][NEUTRAL] 603-054
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Ordering method of payment letter, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And the address that we have match what they verified it as the PO box?
[CUSTOMER][NEUTRAL] Yeah, she verified the PO box address. She gave me another one, but she said that it was probably under the PO box and that's what we have.
[AGENT][NEUTRAL] OK, and who's on the line?
[CUSTOMER][NEUTRAL] Her name is [PII] and I've checked Pineman and it shows her as a dependent, um, she's a spouse.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] So did she, I don't know.
[AGENT][NEUTRAL] OK, um, you can send her to me. I may have to um get some help from [PII] on this one, but you can send her over to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and she did ask about making a payment, but I told her that uh we wouldn't be able to take a payment until it's ported over to individual, is that right?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] Because don't have the payment spot to come to the group as long as he's still under the group.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK alright I'll send her over.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Hi [PII], are you still there? Yes ma'am.
[CUSTOMER][POSITIVE] Alright I have [PII] on the line she's going to assist you further with this issue, OK? Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you doing?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][POSITIVE] Good I'm doing well thank you um so let me see I've got your um I've got to see here pulled up and
[AGENT][NEUTRAL] It looks like Bree let me know that you were calling about a letter, a method of payment letter that we had sent out, but you hadn't received that yet? Is that right?
[CUSTOMER][NEUTRAL] Right. So [PII] retired and I had called y'all's office some time ago and they told me um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know that
[CUSTOMER][NEGATIVE] Uh, they were sending everything, but I still hadn't gotten anything, so that's what I was concerned about.
[AGENT][NEUTRAL] OK. Let me take a look here.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] So it looks like our notes show that we mailed it out on what's the date.
[AGENT][NEUTRAL] Find it here, um.
[AGENT][NEUTRAL] [PII], so let me see if I can pull that letter up and see um I don't know if it could be like delayed give me just a moment and let me check a couple of things and see what we can do.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So let me see. Can you let me know when he retired? Was it in May or was it?
[AGENT][NEUTRAL] Prior to May it looks like we haven't paid.
[CUSTOMER][NEUTRAL] Um, his, yeah, [PII] [PII].
[AGENT][NEUTRAL] [PII], OK, OK, that's what we haven't paid too let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then how does it work? Like, can we pay you every quarter or does it come out of his retirement check? How?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so, um, that actually is is the information that was gonna be in that method of payment letter that our shows we sent, but yes, you would have the option to select what type of payment you wanted whether it be quarterly or if you wanted to set up on a monthly bank draft, you know, you would have a couple of options um let me see.
[CUSTOMER][NEUTRAL] How is that gonna work?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Unless [PII] got it out the PO box and misplaced it, he told me he's never, it never came in.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK, is it or.
[CUSTOMER][NEUTRAL] But it should have come in by now.
[AGENT][NEUTRAL] I would think so. Um, are, is it OK if we send it by email? Um, let me see.
[CUSTOMER][NEUTRAL] Yeah, yes, can you send it, can you send it? I can, you can either send it to his email or my email, but don't, don't send it to that work email because he doesn't have that anymore.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's his email address?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] His email is [PII], so [PII].
[AGENT][NEUTRAL] OK, [PII]. OK, I got it. So what I'm gonna do is let's see.
[CUSTOMER][NEUTRAL] Yeah, yeah, [PII], uh, you, the phone cut out, so.
[AGENT][NEUTRAL] [PII], yes, [PII]. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes. Yup, that's it.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Do you know if he'd want to go on a monthly bank, a monthly bank draft, or would you prefer it to be um a quarterly payment that was mailed in? Do you, do you know the preference because if it's.
[CUSTOMER][NEUTRAL] What's the um
[CUSTOMER][NEUTRAL] Let me get the amount and write it down because.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] I'll say one thing and then he'll say, well, no, I really wanted it this way.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] And I can't reach him by phone at the moment. Um.
[CUSTOMER][NEUTRAL] So what is it monthly?
[AGENT][NEUTRAL] So the monthly is $32.80.
[CUSTOMER][NEUTRAL] OK, and then quarterly?
[AGENT][NEUTRAL] And if you
[AGENT][NEUTRAL] Um, let's see, the quarterly amount would be.
[CUSTOMER][NEUTRAL] And I'll be
[AGENT][NEUTRAL] 9840.
[CUSTOMER][NEUTRAL] Let's just say monthly.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, OK, so what I can do is I can send over some information and uh by email uh for that bank draft information and if you guys will complete that information um I'll have the email address for you to send that back to um and then let's see.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if he changes his mind if he decides, you know, he wants to do 40 then if he can just let us know um then we can process that too but um I'll go ahead and send over that bank draft information and if you guys can complete that and send it back with us then we can get him set up on a monthly bank draft, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, and when would that start?
[AGENT][NEUTRAL] Um, you can actually choose the day, uh, that you want to, to, so he's paid to, uh, [PII], so we need to collect the May payment, um, and so what we'll do is we'll collect that this month we'll collect, uh, May and June this month. So you just would be able to, uh, let us know what date you want that to draft, and we can set that up in the system and then, you know, each month it'll draft on that same date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so you'll do 2 months, the first one and the rest of them it'll be just 1 month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, perfect. OK, OK, sounds good thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, no problem, [PII]. Is there anything else we can help you with?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] OK, absolutely I will get that sent over as soon as we get off the phone, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right sounds good thanks bye bye.
[AGENT][POSITIVE] OK, no problem, thank you for calling APL bye bye.