AccountId: 011433970860
ContactId: 61f00454-c45a-4fd4-a76c-c559a38c7954
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247080 ms
Total Talk Time (AGENT): 76958 ms
Total Talk Time (CUSTOMER): 92298 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/61f00454-c45a-4fd4-a76c-c559a38c7954_20250217T18:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I have a dental policy um through American Public Life.
[AGENT][NEUTRAL] OK. And Ms. [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] I would like to um
[CUSTOMER][NEUTRAL] Uh, arrange my monthly premium so that I am writing a check and mailing it please. I don't want auto withdrawal.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what is your policy number, please?
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 004
[CUSTOMER][NEUTRAL] 523
[CUSTOMER][NEUTRAL] 04
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And one moment, Ms. [PII]. And verify your date of birth, mailing address, and the email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII]. And my email address is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] And you're saying that you'd rather have a paper billing instead of it being drafted. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK. Let me transfer you to a customer service representative. They'll be able to assist you, OK, Ms. [PII]?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am. Hold on one moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing well, love. How about yourself?
[AGENT][NEUTRAL] I am fine and [PII]. Um, I have an insured on the phone and she is wanting to change from uh premiums being drafted from her account to where an invoice is sent to her pay by check.
[CUSTOMER][NEUTRAL] We can do that, but we don't do it monthly. What's her policy number?
[AGENT][NEUTRAL] 452-304.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] He frequency is 12, so.
[AGENT][NEUTRAL] No, is that monthly?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] She just did something last month. OK, she's caught up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They throw me off when they say portability. It's, it's, it's continuation, but now I guess everything's getting changed to portability, it's the same thing, but it still has me thinking about those cancer plans, so.
[AGENT][NEUTRAL] I know, girl. I get, I gotta make sure I pay attention to that for sure.
[CUSTOMER][POSITIVE] Alright, I'm ready when you are. You can send them over thank you love.
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] Thank you. Have a great one.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.