AccountId: 011433970860
ContactId: bbbac9e6-2a54-4ed1-9b82-1d2c5c2ac825
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202710 ms
Total Talk Time (AGENT): 114114 ms
Total Talk Time (CUSTOMER): 78337 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/bbbac9e6-2a54-4ed1-9b82-1d2c5c2ac825_20250317T17:26_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], this is [PII] over in customer care. How are you today?
[AGENT][NEUTRAL] I'm fine, Ms. [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm good, [PII], thank you for asking. Uh, I have an insured on the line. She just wants some information about continuing her policy on she's retiring with her employer pretty soon.
[AGENT][NEUTRAL] can help her with that. What's the policy number, Miss [PII].
[CUSTOMER][NEUTRAL] Her policy number is going to be 603749.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Should be for a Miss [PII].
[AGENT][NEUTRAL] 03749.
[AGENT][NEUTRAL] da da da da da day now.
[AGENT][NEUTRAL] Yeah, but it's oops, OK, put Miss [PII], Miss [PII], Miss [PII] through.
[CUSTOMER][POSITIVE] All right, thank you so much. Here she comes.
[AGENT][POSITIVE] Thank you dear.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in customer service. How are you today?
[CUSTOMER][POSITIVE] I am good [PII] how are you?
[AGENT][NEUTRAL] I am fine. Thank you, ma'am. So, Miss [PII] tells me that you're calling today cause you're retiring and you would like to continue with your dental coverage. Is that correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] All right, well, I will let you know once the group notified us that you're uh retiring uh letter to continue with the coverage would automatically be mailed out, but we can go ahead and get that mailed out to you or sent out to you.
[AGENT][NEUTRAL] Mailed out to you.
[CUSTOMER][NEUTRAL] OK, because I don't remember getting anything. I don't know if they have notified yet or not, but I'm trying to get all my ducks in a row before I'm on my leave.
[AGENT][NEUTRAL] No my
[AGENT][NEUTRAL] Yes, ma'am. No, we have not been notified just yet that your policy is still showing active. Um, so yes, or, or no, I have not.
[AGENT][NEUTRAL] Notified APL. But Ms. [PII], we'll get that information out to you and if you'll just get it completed, get back to us, we'll get you set up.
[CUSTOMER][NEGATIVE] Now do y'all do it like are y'all gonna direct bill me or is this gonna be drafted out of my account? How do y'all normally do that to continue the policy?
[AGENT][NEUTRAL] OK, you
[AGENT][NEUTRAL] You'll have the option to do bank draft, which is the only way to do monthly or you can be billed quarterly, semiannually or annually.
[CUSTOMER][NEUTRAL] OK, and I would get I would just select that option or whatever on my form?
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But and if you decide to bank for after, you'll get a uh
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh, a bank draft form and you'll just complete that for us and we'll get you set up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Well, I, I knew that I thought years ago when I
[CUSTOMER][NEUTRAL] Joined y'all for my dental that that's what would happen that I would be able to take it with me, but I wanted to make sure of that.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes, ma'am. We're, we're going, we are gonna get that sent out to you so we can get you taken care of.
[CUSTOMER][POSITIVE] Thank you, ma'am. I appreciate you.
[AGENT][POSITIVE] You're welcome. Is there anything else we can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, not at the moment thank you.
[AGENT][POSITIVE] OK. Well, thank you for calling AP and you have a wonderful day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.