AccountId: 011433970860
ContactId: 6c87df4f-dc2f-4cdc-8a76-7a5dee32182e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369359 ms
Total Talk Time (AGENT): 121467 ms
Total Talk Time (CUSTOMER): 247968 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/6c87df4f-dc2f-4cdc-8a76-7a5dee32182e_20250515T15:56_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] Looks like she is, was with a group, but she's wanna have an individual policy, well, a spouse.
[CUSTOMER][NEUTRAL] But um she needs, she has questions in regards to the application she received.
[AGENT][NEUTRAL] OK, what's her policy number?
[CUSTOMER][NEUTRAL] 603-491
[AGENT][NEUTRAL] OK, and your call back number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And she's verified, right.
[CUSTOMER][NEUTRAL] Yeah, I verify her information.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][POSITIVE] Alright thank you have a great one.
[AGENT][NEUTRAL] Mhm. You can
[AGENT][NEUTRAL] Uh, good morning, Mr. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm doing fine and you?
[AGENT][POSITIVE] I'm good, thank you. um.
[AGENT][NEUTRAL] [PII] was saying.
[AGENT][NEUTRAL] That you received an application for
[CUSTOMER][NEUTRAL] Well, I, I requested information regarding option D. So they said, if I'm interested in that option D, I need to fill out this application. So I'm just concerned about what I exactly need to fill out on this application, if I'm interested for myself and my husband.
[CUSTOMER][NEUTRAL] And then I think, you know, like I said like direct bill frequency. I think we have it drafted from my bank account, but then it says attached form.
[AGENT][NEUTRAL] Monthly.
[CUSTOMER][NEUTRAL] You know, I don't know what form to attack.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah we've already got that information. I don't know why that I guess that's just a um a form letter that we send out uh all you need on the application is to fill in your name and uh date of birth, the the the very top part with you and your husband's name and information and mark on there that you want uh if you're wanting to change what you're wanting to change to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right now you have uh option C and you can change to A, B or D either way and just send that back in.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And when I, when I get to the dental.
[CUSTOMER][NEUTRAL] When I get to the dental part, do I have to put the amount in?
[AGENT][NEUTRAL] Uh, no, ma'am. Just mark, um, which, which you want to, to choose.
[CUSTOMER][NEUTRAL] If I want
[CUSTOMER][NEUTRAL] Uh, do, OK. And, but the other things on the front part, you said my name and, you know, all that identifying information, but it, it goes down there and as full-time applicant, full-time. I don't, we're retired. So,
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't put my income or anything down, do I?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Or my employer. Now, what about payroll deduction frequency? The 12 is, well, can you tell me, I mean, my husband does the bills, but he's not in the house at the moment. He stepped out. He's, he's painting my daughter's house, so he's not at home right now with me. So like my deduction frequency, would it be, uh, are we paying once a year? No, I don't think so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, what you're paying right now you're paying once a month, uh, and you can change that if you'd like, um, so just put monthly.
[CUSTOMER][NEUTRAL] And so what would I put
[AGENT][NEUTRAL] But
[CUSTOMER][POSITIVE] Uh, I, I don't see it monthly. Oh, month, monthly, but it's all the way to the right direct bill frequency. I just worry about not payroll deduction, but the bill frequency.
[AGENT][NEUTRAL] Right, mhm, you really don't need to fill any of that out since it's already on a monthly bank draft, um.
[CUSTOMER][NEUTRAL] Monthly, monthly?
[CUSTOMER][NEUTRAL] Oh, OK, OK. Uh, that's what I'm trying to do. I'm trying to highlight.
[AGENT][NEUTRAL] Just, just let us know.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I'm trying to highlight, you know, the things that I do need. OK, so I don't need to worry about that, uh, owner because it talks about like products, premium payer, I don't have to worry about that either.
[AGENT][NEUTRAL] No, no, ma'am.
[CUSTOMER][NEUTRAL] OK, uh, beneficiary information.
[AGENT][NEUTRAL] Yeah, it's a dental policy, so that's not any, no need for a beneficiary.
[CUSTOMER][NEUTRAL] Applicant primary.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah. So I wouldn't have to do. OK. So what on that application do I do, do you need to do if I want, it says replacement information. No, it wouldn't be that citizenship information. Well, I'll put yes on that, of course, we are, but um I guess I don't need to fill anything out.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] No, just um.
[CUSTOMER][NEUTRAL] Are you? So the only thing I.
[AGENT][NEUTRAL] Just fill out the top part with your name and and date of birth and stuff and your address and uh mark what you're wanting to change to that's all we need and signature.
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] Um, and my
[CUSTOMER][POSITIVE] Oh, so wonderful. That was kind of scary. OK. I, I'm, I'm.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] But I love the charts. Uh, I wish I had more answers like my, my dentist's office probably would be able to help me. I'd like, I can see the differences, you know, I mean, I only have to up to option D.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] So when, when they, uh, they start saying, uh, all the things I was gonna, well, I get when I received it in the mail, I said, why do they need to know all my income? I'm retire, you know, it's not like that for dental. So, I'm, I'm glad you informed me. So, um, OK. Well, a little less stress for me. Thank you so much. That's all I needed to know. And I just need to make sure I get it in soon if I decide because the new year begins in July, huh?
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] It'll start [PII], so as long as we get it in in May or or June.
[CUSTOMER][NEUTRAL] Yeah. OK.
[AGENT][NEUTRAL] It'll be fine.
[CUSTOMER][NEUTRAL] OK, I'm just trying to get some information from another plan, see if I'm interested in that one, compared to y'all, but I've been having y'all forever, and then y'all changed on me. But, um, anyway, this mouth is something else, so I have to take care of it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK. Thank you very much. You were very helpful.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day, Miss [PII].
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you too. Bye-bye.
[AGENT][NEUTRAL] Goodbye.