AccountId: 011433970860
ContactId: bbe7434a-c60d-45b1-852f-683aadd5b1eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312500 ms
Total Talk Time (AGENT): 134230 ms
Total Talk Time (CUSTOMER): 123647 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/bbe7434a-c60d-45b1-852f-683aadd5b1eb_20250415T21:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. I have got a member on the line that I've verified. Um, he wants to know if he can, uh, change his dental plan.
[AGENT][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Like add somebody to it or?
[CUSTOMER][NEUTRAL] No, he wants to like change coverage, and I don't know if that's possible.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 604631.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Slight dental.
[AGENT][NEUTRAL] And it's got option
[CUSTOMER][NEUTRAL] It's a really old policy.
[AGENT][NEUTRAL] Yeah, he's got option A, gosh, I don't.
[CUSTOMER][NEUTRAL] I didn't know if he could upgrade or not because he, you know, it was a group policy then he retired and then it became an individual policy I guess he ported it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] I, I didn't know what to tell him because he wants better coverage so I didn't know how that works.
[AGENT][NEUTRAL] I really don't know either, but let's see.
[AGENT][NEUTRAL] I guess he can in July he can upgrade.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] We would just have to send him an application and he can upgrade on this anniversary date.
[CUSTOMER][NEUTRAL] OK, can you talk to him and let him know that and you can mail it to him.
[AGENT][POSITIVE] Yes, I will.
[CUSTOMER][NEUTRAL] OK, is it
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanna make sure that y'all handle this part right? or do I need to do it?
[AGENT][NEUTRAL] No, we do, we do. I, I was just in the middle of something, but yeah, yeah, no. Just go ahead and send it to me. I'm, I'm fine. I'm just stressed. I'm sorry.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, I get it. I understand. Thank you so much. I appreciate you.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Uh, good afternoon, Mr. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Uh, pretty good.
[AGENT][NEUTRAL] OK, um, [PII] was saying you were wanting to upgrade your policy?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah, I want
[CUSTOMER][NEUTRAL] I remember saying it was dinnercare back in [PII].
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, um well what I can do is, is send you an application and the information that you'll need, uh, and you can decide if you wanna upgrade it and send it back to us if you do, and we can get it upgraded, um, you'll have until [PII] to get that back to us because.
[CUSTOMER][NEUTRAL] What about
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, you would have to do it on your anniversary date, which is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I will get that out in the mail to you. Um, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] No, just, just send it to me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's gonna, your package don't have the prices and all.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Uh, yes, it'll have the prices and the, the coverage changes and everything. It'll show, you know, the different levels and what's covered and everything.
[CUSTOMER][NEUTRAL] And what it covers and
[AGENT][NEUTRAL] And you can pick which one you want.
[CUSTOMER][NEUTRAL] Still gonna be 3285, I mean 3290 a week a month.
[AGENT][NEUTRAL] No, sir. It'll be a lot higher than that.
[AGENT][NEUTRAL] It'll be.
[CUSTOMER][NEUTRAL] Right now it's not 3290, I think it is.
[AGENT][NEUTRAL] 3280, yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, sorry 8.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Well, that ain't no good.
[CUSTOMER][POSITIVE] I think I'm gonna be a golden member by now.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] You know what I'm saying? I'll be a do remember by now.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I do.
[AGENT][NEUTRAL] Right, and that's almost 40 years.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, all right.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] All right. Well, I will get all that information to you.
[CUSTOMER][NEUTRAL] Send me the package. I'll look at it.
[AGENT][NEUTRAL] All right. And is there anything else I can help you with, or?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, I don't guess. I might just have to keep the one I got, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] We'll see.
[AGENT][POSITIVE] OK, well, thank you for calling APL and you have a wonderful day, Mr. [PII], and I'll get that information out to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. You got my, yeah, you got my address. Yeah. OK.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye.