AccountId: 011433970860
ContactId: ff25f1d9-788b-48bd-abbc-1ac4ff26ef51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379339 ms
Total Talk Time (AGENT): 126397 ms
Total Talk Time (CUSTOMER): 182812 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/ff25f1d9-788b-48bd-abbc-1ac4ff26ef51_20250109T17:07_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] and I received a notice in the mail. I didn't know my premiums had stopped, um, coming from payroll deduction, and I wanna see it, uh, have my, um, coverage reinstated.
[AGENT][NEUTRAL] OK, I can check and see if we can do that. Um, may I have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 00944211.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] May I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. Uh, date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, my number is [PII].
[AGENT][NEUTRAL] OK, and I need the mailing address and email address for verification.
[CUSTOMER][NEUTRAL] OK, my mailing address is [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, let me see.
[AGENT][NEUTRAL] So, you said that um they stopped taking the
[AGENT][NEUTRAL] Payments from transportation and development.
[CUSTOMER][NEUTRAL] Yes, I, I didn't know it, my, you know, my premiums are payroll deducted, so I didn't know and I just got this letter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me check with customer service and see what we can do to support this policy. OK, one moment.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you today?
[CUSTOMER][POSITIVE] Doing good. How are you?
[AGENT][NEUTRAL] I'm good. This is [PII]. Um, I have a um member on the line that she said that uh they stopped deducting her dental policy through her work and she would like to port the policy. Um, the policy number is 944211.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 944211
[AGENT][NEUTRAL] Mhm. I just select them.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] She said she just received a letter from her employer saying that they're not gonna be um deducting her no more.
[CUSTOMER][NEUTRAL] All right, and I guess uh she wants us to send her portability documents?
[AGENT][NEUTRAL] Um, yeah, she just wanna know like what to do to keep the policy, which, yeah, that's, that's what we're gonna need to send her a report later.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. I got it.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, you ready for her?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and I did fully verify all the information and the callback number is [PII].
[AGENT][NEUTRAL] And here she comes.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, let me see here I'm just gonna say [PII]. I'm not sure how to say that last name, uh, yeah.
[CUSTOMER][NEUTRAL] Oh, wait.
[CUSTOMER][NEUTRAL] Uh, the callback number is [PII].
[AGENT][NEUTRAL] 813406.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm gonna put it in, unless you're putting it in right now.
[CUSTOMER][POSITIVE] All right, I got it.
[AGENT][NEUTRAL] You got it. OK, alright, OK, here she comes and I'm just gonna call her by first name because I'm not sure how to say the last name, OK.
[CUSTOMER][NEUTRAL] Mhm. All right.
[AGENT][POSITIVE] Thank you, thank you for holding and being patient for me Miss [PII]. I got [PII] on the line. She's in the customer service department and she's gonna assist you from here with some information about your policy, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. OK, thank you.
[AGENT][POSITIVE] Have a good day. You're welcome.
[CUSTOMER][POSITIVE] Hello, good morning Miss [PII]. Good morning. Hello, how are you doing today? I'm great and you? I'm doing good. I was just advised that you would like to um obtain information about how to support your policy with us. Yes ma'am.
[CUSTOMER][NEUTRAL] Alright, so what I can do is send, um, send to you your portability letter, uh, which will, which will contain the information about the monthly premium. Um, it will be requesting a method of payment. Uh, we have two options you can send us a check or either, um.
[CUSTOMER][NEUTRAL] Uh, provide your bank account information for from where we can draft, um, each month quarterly or annually, um, that will depend on you. Um, how would you like me to mail the late uh, send you the letter, sorry, um, via mail, mhm, yes, I can do that.
[CUSTOMER][NEUTRAL] Um, let me just verify that the email address that we have is a good email address.
[CUSTOMER][NEUTRAL] Is [PII] a good email? Yes ma'am. All right.
[CUSTOMER][NEUTRAL] Alright Ms. [PII] um I will go ahead and work on that email for you sending that letter and um electronic funds transfer for you to fill out if you decide to um pay via bank draft. Um that's what I wanna do a monthly bank draft. Alright, I will work in that email for you and you should receive it in about 15 to 20 minutes. Um, is there anything else that I can help you with?