AccountId: 011433970860
ContactId: f1649fd0-f080-46fc-a072-dd8631dd7130
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248759 ms
Total Talk Time (AGENT): 81005 ms
Total Talk Time (CUSTOMER): 98061 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/f1649fd0-f080-46fc-a072-dd8631dd7130_20250317T17:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I have been a policy holder for a long time with y'all for my dental insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I am going to be retiring.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Officially [PII], so the state of [PII] will still pay my premium through April.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How do I get this swapped over to direct billing or direct draft or something like that?
[AGENT][NEUTRAL] To continue it on. Let's take a look. Do you, do you by chance, [PII] have your policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 603-749.
[AGENT][POSITIVE] Thank you so much. Let me pull that up here one moment.
[AGENT][NEUTRAL] All right. And then for verification, if I could please have your date of birth and address?
[CUSTOMER][NEUTRAL] [PII] is my date of birth and my address is [PII].
[AGENT][POSITIVE] All right, thank you so much. OK, so let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so it looks like usually what will happen [PII] is you'll get a letter from us about porting the policy, meaning continuing and it on, um, but I'm gonna get somebody on the line in customer service that deals with continuing policies, and I'm gonna let them give you all the information as far as what would need to be done to continue it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you today?
[CUSTOMER][NEUTRAL] I'm fine, Ms. [PII]. How are you?
[AGENT][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.
[CUSTOMER][NEUTRAL] I can help her with that. What's the policy number, Ms. [PII].
[AGENT][NEUTRAL] Her policy number is going to be 603749.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Should be for a Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 603-749.
[CUSTOMER][NEUTRAL] Um la da da da da da day now.
[CUSTOMER][NEUTRAL] OK, put Miss [PII], Miss [PII], Miss [PII] through.
[AGENT][POSITIVE] All right, thank you so much. Here she comes.
[CUSTOMER][POSITIVE] Thank you there.
[CUSTOMER][NEUTRAL] Good afternoon, Miss [PII]. This is [PII] in customer service how are you today? I am good [PII] how are you? I am fine, thank you, ma'am. So Miss [PII] tells me that you're calling today because you're retiring and you would like to continue with your dental coverage, is that correct? That's right.