AccountId: 011433970860
ContactId: 9040af37-b376-4d9a-b823-e805a888c8a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172630 ms
Total Talk Time (AGENT): 71983 ms
Total Talk Time (CUSTOMER): 76466 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/9040af37-b376-4d9a-b823-e805a888c8a3_20250402T15:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. So I'm sorry, I already know the answer he probably already knows the answer, but this guy has a policy that terminated in [PII] and he still wants to try to see if there's any way he can get it reactivated.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. What's that policy number?
[CUSTOMER][NEUTRAL] It is 602-866.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we are speaking with uh part one [PII].
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] 6128666.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And this is dental.
[AGENT][POSITIVE] All right. I'm ready.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, good morning, Mr. [PII]. This is London customer services. How are you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, good morning. Um, [PII] was saying that you were wanting to, uh, reinstate your, uh, dental policy. Is that correct?
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Right, yes, yeah, we, we wanna check into. I wanna see what the premiums would be and, uh, uh, we need another one because we just found out that we were terminated from the other one as of [PII] we didn't know about it.
[AGENT][NEUTRAL] OK, uh, we no longer sell this to to individuals that we only sell it through employer groups, so you'll have to go back through your employer, um.
[CUSTOMER][NEUTRAL] For for for them.
[AGENT][NEUTRAL] To sign up with us if they're still offering it with us.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, uh, well, actually I just recently retired on in, uh, in February, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, so that's the only way we can get back home if we go back through them.
[AGENT][POSITIVE] Yes, sir. I'm sorry.
[CUSTOMER][NEUTRAL] So how does that work with a retire, how does it work with a retiree that uh
[CUSTOMER][NEUTRAL] I'm not sure how that works.
[AGENT][NEUTRAL] Yeah, well, if you, uh, we're still on the payroll deductions with the group and you retired, you would be able to continue it, but since this one's been canceled for 6 years, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It would, it would have to be a new policy and then you would have to go through your employer.
[CUSTOMER][POSITIVE] OK, alright then thanks.
[AGENT][NEUTRAL] OK. All right. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, that that'll do it.
[AGENT][POSITIVE] Alright, well thank you for calling APL you have a wonderful day.
[CUSTOMER][POSITIVE] Thanks. You too. Bye-bye.
[AGENT][POSITIVE] Mhm. Thank you. Goodbye.
[CUSTOMER][NEUTRAL] So that means you gotta call [PII] back at the office.
[CUSTOMER][NEUTRAL] But I don't know if they, they.
[CUSTOMER][NEUTRAL] If they're offering it, I mean, I don't know.
[CUSTOMER][NEUTRAL] She probably knows something about it if uh uh.