AccountId: 011433970860
ContactId: f4a1425b-b771-4dcf-b64a-6b3ab366ea29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 808460 ms
Total Talk Time (AGENT): 468522 ms
Total Talk Time (CUSTOMER): 214364 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/f4a1425b-b771-4dcf-b64a-6b3ab366ea29_20250109T19:30_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is Miss [PII], and I don't have my policy number in front of him, but I have dental through y'all.
[CUSTOMER][POSITIVE] And I'm pretty sure I talked to somebody the other day and they were gonna send me a coupon book out just so because I retired from my job and I wanna keep my dental insurance.
[AGENT][NEUTRAL] OK, so you have retired.
[CUSTOMER][NEUTRAL] Could you check the
[AGENT][POSITIVE] I'm so sorry,
[CUSTOMER][NEUTRAL] I just retired. I just retired from my job.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With TPSS.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, and you had called in and wanted to continue your coverage on your own and we were going to be sending you your information on how to do that?
[CUSTOMER][NEUTRAL] Yes ma'am, can you see if they did that because I talked to so many of my insurance companies. I don't know who which ones I got everything clarified with and which ones I didn't, so you're my last call.
[AGENT][NEUTRAL] Oh, OK. Yes, ma'am. I can help you with this. And Miss [PII], what is your first name?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you. And Miss [PII], your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said you don't know your policy number?
[CUSTOMER][NEUTRAL] No sweetie, I don't if I'm correct, I asked them to submit the uh some cards, new cards.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what I can look it up with your full social, Miss. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me that one more time. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], I will have to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is different than the one that you gave me. What is another contact number?
[CUSTOMER][NEUTRAL] You're showing that
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, is that still a valid number for you?
[CUSTOMER][NEUTRAL] Yeah, I still have that phone for now. That's a land phone very it work for the.
[AGENT][NEUTRAL] OK, and then you're
[AGENT][NEUTRAL] OK, I understand, and your cell number is the [PII], is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, thank you. Now, uh that's um I do need to add an email address on file for you, Ms. [PII]. I can say we don't have one of those.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I like that email address, [PII] [PII].
[CUSTOMER][POSITIVE] Thank you, hold my baby.
[AGENT][NEUTRAL] Uh male.
[CUSTOMER][NEUTRAL] [PII], my brother-in-law gave that to me when I was in my [PII].
[AGENT][NEUTRAL] Ah
[AGENT][POSITIVE] Oh, that's awesome. I do. I love that. So [PII], is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK, thank you. So I can, that's all the information I needed to verify. I did leave your landline on there for now since you do still have that, and I added your cell phone number to your profile, M. [PII], um, as well as your email address. Now I can see that you did talk to someone on the [PII], and it does show that those cards were ordered.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] For you. It does take about 10 business days for those to be received.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Typically because they have to be ordered and then you know mailed out now did they happen to mention to you about our online service center portal where you can set up a they did OK.
[CUSTOMER][NEUTRAL] Yeah, they did.
[CUSTOMER][NEUTRAL] They did bit you that you could pay by coupon book or you pay online or directly out of your bank account.
[AGENT][NEUTRAL] Well, this portal that I'm referring to is that you cannot pay your premium through this. This would strictly be for just having access to your policy information and ID cards online.
[CUSTOMER][NEGATIVE] Oh no, they didn't give me that.
[AGENT][NEUTRAL] OK, well, I do have, so what I can do, give me just one second and let me verify a couple of things first because I may have to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, so yes ma'am, what I can do, I have a user guide that I can send to you via email in just a moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this will explain how to set up your profile it also tells you the different things that you can do with.
[AGENT][NEUTRAL] In the portal and you will have access to your ID cards and there is a copy of your policy certificate in this portal as well. So if you need your ID cards before you receive the ones that were ordered to be mailed.
[AGENT][POSITIVE] These cards that are in the portal are exactly like what you will be receiving.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Oh cool, cool, cool.
[AGENT][NEUTRAL] So give me just
[CUSTOMER][NEUTRAL] And making payments to the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now payments cannot be made in the portal. You can't make any changes so like if you need to update any of your information you'll still have to call us about that.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I can see the ID cards were ordered. Now, what I can do.
[AGENT][NEUTRAL] OK, let me get this email sent to you first and then I'm gonna look at just a couple more things, OK?
[CUSTOMER][NEUTRAL] Alright, because I knew I spoke to someone and I thought they said they were gonna send me a coupon book but and I could also pay that online when.
[AGENT][NEUTRAL] Mm, no, that wouldn't have been with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I've been dealing when you retire with stuff like that.
[AGENT][NEUTRAL] But we can do the bank.
[AGENT][NEUTRAL] Oh, I understand, but you can this is something that can be bank drafted, um, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that email that I sent to you again it's gonna come from [PII] [PII] this good one, and I, and I did put APL in your subject line for you with the attachments. Oh, you did get it? OK, good.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Yeah, I see it. I'm looking at it.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yes I am.
[CUSTOMER][NEUTRAL] Yeah, I'm looking at it. OK, got that.
[AGENT][NEUTRAL] OK good alright so let's see now I can give you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Your policy number if you want to write it down. Do you want once you set up your profile so that can you still hear me?
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] Hold on, hold on. Yes, ma'am, I hear you. I'm just trying. Can you hear me?
[AGENT][NEUTRAL] Ms. [PII]. Miss [PII].
[CUSTOMER][NEUTRAL] One moment, one moment, one moment. What's happening here? Can you hear me?
[AGENT][NEUTRAL] Uh, I can hear you. Yes, ma'am, I can hear you. Can you hear me?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can hear you if I can hear you but you weren't hearing me until I put it to my ear for some reason. uh, what's the what's the policy number?
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] 00643734.
[CUSTOMER][NEUTRAL] 00
[CUSTOMER][NEUTRAL] 64
[CUSTOMER][NEUTRAL] 373 4.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And give me a moment and I'm going to make sure.
[AGENT][NEUTRAL] Mm, OK, so what I'm going to do, what I will need to do now for you, Miss. [PII], is to connect you over with one of the members of our customer service department.
[CUSTOMER][POSITIVE] Yeah, that's not bad.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, actually, let me, let me verify. Are you still there? I can hear you just fine.
[CUSTOMER][NEUTRAL] Yeah, can you hear me?
[CUSTOMER][NEUTRAL] OK, I can hear you. I'm still here.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Were you getting some type of weird sounds that maybe
[AGENT][NEUTRAL] Made you think I wouldn't be able to hear you? Cause I, I, I can't hear you very well actually.
[CUSTOMER][NEUTRAL] Yeah, but
[CUSTOMER][NEUTRAL] OK, can you hear me now?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Can you, can you hear me now? OK, so if you, you're hearing me, alright, OK, we're good then.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. OK. All right. So one moment.
[AGENT][NEUTRAL] OK, so what I will do, Ms. [PII] regarding um the documents that you will need to send us, you know, how to go about continuing your coverage on your own.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I'm going to connect you with one of the members of our customer service team and when I transfer you, you will not have to re-verify your information with them. I'm going to give them the policy number, let them know the reason for your call.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And as of now we do still, you know, we haven't received notification from your employer yet of your of your retirement, so you still.
[AGENT][NEUTRAL] From what I can see, you know, you're still showing under your group, but they will explain that process to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, because I went up to the school board and told them that y'all were still seeing it.
[AGENT][NEUTRAL] Uh-huh. Yes, ma'am. So.
[CUSTOMER][NEUTRAL] And she probably she gonna fix that happened she didn't.
[AGENT][NEUTRAL] Oh well, uh, we haven't received it as of now for what I can see but again customer service may be able to, you know, have a little more access to something in that area than I do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But before I connect you with them, Ms. [PII], is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK. Well, thank you so much for calling APL. I hope you enjoy your retirement very much.
[CUSTOMER][POSITIVE] All right, thank you so much. You've been helpful.
[AGENT][POSITIVE] Yes, ma'am. Well, yeah, well, it was my pleasure in helping you today. So thank you again for calling APL and give me one moment.
[AGENT][NEUTRAL] To, to connect you, ah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII].
[AGENT][NEUTRAL] I have an insured on the line who was calling to follow up to make sure her ID cards were mailed and also documents to continue her coverage cause she's retiring.
[AGENT][NEUTRAL] Um, but I don't see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Where anything has been sent to her. I see where [PII] talked to her on the [PII].
[AGENT][NEUTRAL] And ID cards were ordered, but I don't see any note regarding the other.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Alright, what is the policy number?
[AGENT][NEUTRAL] 643-734 for [PII] and [PII].
[AGENT][NEUTRAL] And the number that you see on the screen is her cell number and that would be the best number um to call her back on.
[CUSTOMER][NEUTRAL] OK, you said she's retiring and wants to continue.
[AGENT][NEUTRAL] Mhm. And she said that she was just calling to follow up to make sure that those documents have been mailed to her because she had requested ID cards and those documents. I see that ID cards were ordered. I see that [PII] talked to her about continuing coverage.
[AGENT][NEUTRAL] But I don't see and I don't see an on base any correspondence indicating that anything has been said about that.
[CUSTOMER][POSITIVE] OK, I will order her letters for her and let her know. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well thank you very much and I emailed her the online service and stuff so she's gonna set up her profile there as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, [PII]. Well, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, bye.