AccountId: 011433970860
ContactId: ec9e6907-47df-4fc1-8fb5-e98f71aaa60f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353380 ms
Total Talk Time (AGENT): 170543 ms
Total Talk Time (CUSTOMER): 113259 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/ec9e6907-47df-4fc1-8fb5-e98f71aaa60f_20250106T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good, [PII]. How are you, honey?
[CUSTOMER][POSITIVE] I'm doing all right, so recovering from the holidays.
[CUSTOMER][POSITIVE] Honestly, I'm glad things are going back to normal. Um, I've got an insured, she said she just retired um last month and she wants to try to keep her dental policy with us.
[AGENT][NEUTRAL] What can I do for you? uh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, what's that policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is 643-734.
[AGENT][NEUTRAL] Come on, darling. All right, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, uh, [PII] is how it's uh pronounced.
[AGENT][NEUTRAL] What is it?
[CUSTOMER][NEUTRAL] Her first name [PII].
[AGENT][NEUTRAL] Er
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, can I call her Miss [PII]?
[CUSTOMER][NEUTRAL] I think so.
[CUSTOMER][NEUTRAL] I would think that's the easier way is.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I am gonna tell. I put my uh good one through.
[CUSTOMER][POSITIVE] Alright, thanks, Miss [PII]. I hope you have a great day.
[AGENT][POSITIVE] You too, honey. Bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Good morning, Ms. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I am very good as well. Thank you, ma'am. So, Ms. [PII] tells me that you're retiring and you want to continue with your dental. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh wonderful.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] My payment will be continue to be the same?
[AGENT][NEUTRAL] Yes ma'am, as long as the group doesn't get a rate change, you shouldn't get a rate change either. Um, give me one second please and let me, oops, I think it's just losing the screen up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I get my fingers to work it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and Miss [PII] verified all of your information, is that correct, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, so what we'll do is um get the information out to you to continue with coverage, and I will tell you this information would have automatically went out to you once your employer notified APL that you are um no longer employed with them.
[CUSTOMER][NEUTRAL] This.
[AGENT][NEUTRAL] So you would have gotten this one way or the other, but we will get that out to you, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Just as soon as we can.
[CUSTOMER][NEUTRAL] OK, that's because I do wanna continue that policy. Um, can you also send me some ID cards out, one for me and my husband?
[AGENT][NEUTRAL] And you want ID cards? Let me see real quick. Make sure this does have ID cards tied to it. I believe our dental, we only have like two products that um.
[CUSTOMER][NEUTRAL] Yeah, I had
[AGENT][NEUTRAL] Have ID cards. I believe this is one of them. Give me one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] And you need 2 ID cards, is that correct?
[CUSTOMER][POSITIVE] That's correct. One for me, one for my husband.
[AGENT][NEUTRAL] Um, and I will tell you that.
[CUSTOMER][POSITIVE] Yeah I've always had y'all, I've always had y'all for dental and I'm not about to lose you.
[AGENT][NEUTRAL] My
[CUSTOMER][NEUTRAL] School changed. The school changed and I did and I told him no I wanna stay with the same dental I have.
[AGENT][NEUTRAL] Oh bless you. Um, I'm not seeing that there's an ID card, but I will request one for you and see if, um, hopefully that there is one for it. I was looking to see if I had one online for you to print or that I could email to you, but I do not see that, but I.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah, I used to have it and I guess they just wore out because I don't have it no more.
[CUSTOMER][NEUTRAL] I said let me get that while I'm talking to y'all too.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Well, we will get that sent to you and as well at the address that we have on file for you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, no sure appreciate it.
[AGENT][NEUTRAL] Yes, ma'am, and it could take roughly 5 to 7 business days before you receive all the information.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] All right. Well, is there anything else, Ms. [PII], that we can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it. They just wrapped up my business.
[AGENT][POSITIVE] Wonderful. Well, thank you for calling the APL M. [PII]. You have a wonderful day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, yeah, it's called American Public Life.
[AGENT][NEUTRAL] Yes, ma'am, or APL.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] A APL.
[AGENT][NEUTRAL] Yes, ma'am. Just we just shortened it from American Public Life to APL.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That's where our school board, our school board goes TPSS for short for them. Alright then, thanks for that.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you and have a great day, Ms. [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Mm thank you. Bye-bye.