AccountId: 011433970860
ContactId: 144852ce-96ec-4e62-bbec-460f90925f73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 609780 ms
Total Talk Time (AGENT): 213397 ms
Total Talk Time (CUSTOMER): 311220 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/144852ce-96ec-4e62-bbec-460f90925f73_20250116T16:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, good morning, [PII].
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] I have policy number 454547454547.
[AGENT][NEUTRAL] OK, let me find this if I have a screen.
[AGENT][POSITIVE] Let's see this one will work.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] We need more screens.
[CUSTOMER][NEUTRAL] We do, don't we?
[AGENT][NEUTRAL] We do.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So, you've already, you spoke with her on the [PII]. She's calling to find out why her policy is lapsed and I did tell her, you know, it lapsed on [PII]. Now she is retired.
[AGENT][NEUTRAL] Uh, OK, that's probably a billing question.
[AGENT][NEUTRAL] Oh, she's retired. She wants to continue it or?
[CUSTOMER][NEGATIVE] Well, she said she's still uh I, I don't understand what's going on because she's retired. How is she paying, she says she's no longer with HR HPA.
[AGENT][NEUTRAL] And she still says she's still paying it?
[CUSTOMER][NEUTRAL] So she was paying every 6 months.
[AGENT][NEUTRAL] For who?
[CUSTOMER][NEUTRAL] H I I'm, I'm not sure. I don't know how she can be retired if it's a group policy.
[AGENT][NEUTRAL] It's not, it's like dental.
[CUSTOMER][NEUTRAL] And she's still
[AGENT][NEUTRAL] It can be kept off group but still we show it on payroll deductions but they called in and put a future lapse date of November to the billing department. I don't know it's billing.
[CUSTOMER][NEUTRAL] Did they call in?
[CUSTOMER][NEUTRAL] A feature lapsed date of November.
[AGENT][NEUTRAL] Yeah, you see it's on PIDAT Future lapse date November, but it's been lapsed.
[AGENT][NEUTRAL] From the overdue report.
[CUSTOMER][NEUTRAL] I don't see a feature in PIAT.
[AGENT][NEUTRAL] You see where you see takeover age cobra date, build indicator, future lapse date.
[CUSTOMER][NEUTRAL] Of November.
[CUSTOMER][NEGATIVE] Oh, I was looking at the wrong little set of blocks, girl, I'm still trying to learn all this stuff. It's so hard when you get something.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Every 6 months anyway.
[AGENT][NEUTRAL] So if she's sending her money to HPA she needs to contact them because the reason it's lapsed is because we haven't received premium.
[CUSTOMER][NEUTRAL] Well, and I asked her.
[CUSTOMER][NEUTRAL] I asked her if we had talked, well, like, um.
[CUSTOMER][NEGATIVE] If she had talked to them because I saw your notes and she says she's no longer with them, but she's paying every 6 months.
[CUSTOMER][NEGATIVE] Uh, I'm so confused on this.
[AGENT][NEUTRAL] I can change it to.
[CUSTOMER][NEUTRAL] I'm going.
[AGENT][NEUTRAL] To direct pay but she's gonna have to pay all of that premiums back to August.
[CUSTOMER][NEUTRAL] Can you discuss that with her cause she's, she's she.
[AGENT][NEGATIVE] But she's not gonna wanna pay it if she's been paying it to HPA that's why she needs to contact them.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But I'll talk to her, yeah.
[CUSTOMER][NEUTRAL] OK, and her callback number is [PII]. I'm sorry, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, let me, let me get her on the line. I appreciate it, [PII]. You have a wonderful day. One moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Ms. [PII].
[CUSTOMER][POSITIVE] Yeah, thank you for your patience. I'm going to transfer you to Ms. [PII] in our customer service department, and she's going to assist you further, OK?
[CUSTOMER][POSITIVE] Do you think somebody can help me, can do something? She's she's gonna try, yes ma'am.
[CUSTOMER][POSITIVE] OK, they're moving me from one place to the other, taking my money, and in the end they said I'm canceled. OK she's gonna check on it for you thank you. Thank you very much. You're welcome have a great day. What what what's your name?
[CUSTOMER][NEUTRAL] My name was [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] I thank you very much [PII]. You're very welcome thank you thank you bye bye. Bye bye.
[AGENT][NEUTRAL] Uh, good morning, Mr. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] How are you, [PII]?
[AGENT][POSITIVE] I am good.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEGATIVE] So I have to try to figure this companies what they are doing to me, you know, taking my money, I pay in advance always every 6 months, and after they cancel me, they take the money and they cancel me. I don't know why.
[CUSTOMER][NEGATIVE] But I did until December, you know, yeah, I did every 6 months until [PII], and, uh, January beginning I didn't pay. I'm waiting for somebody to tell me anything. I'm calling. No, I cannot find anybody tell me what can I do now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, and who are you sending the payment to?
[CUSTOMER][NEUTRAL] They send me a letter and I have here the.
[CUSTOMER][NEUTRAL] XB Health Administration exchange the apartment [PII]. This is they send me a bill every month and last one in my hand here.
[CUSTOMER][NEUTRAL] Uh, and I send it with the envelope and they take it, not every month really. I do it every 6 months.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm thinking that is another company that that's not us, um, let's see what was in.
[CUSTOMER][NEUTRAL] But this is the, the everything.
[CUSTOMER][NEUTRAL] But this is they said everything, you know, we send it to this company, we moved to this company, but I didn't have any idea what can I do.
[AGENT][NEUTRAL] OK, have you called them to, to see, you know, about your premium, about your payment?
[AGENT][NEUTRAL] Because we haven't received any payment uh since August of last year.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] No, I did. I paid the August 6 months. August to September, October, November, December. No, before August will be what July.
[AGENT][NEUTRAL] Right. And have you, have you contacted, yeah, have you contacted them that you sent the money to to see if they've received it?
[AGENT][NEUTRAL] Because they haven't sent it in to us.
[CUSTOMER][NEGATIVE] No, no, I didn't because nobody answered. Do you have any number to do that, you know? And, and they, they took the check already. This is, uh, you know, in [PII]. I sent it for the 6 months.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Yeah, uh, the, I can give you the phone number that I've got.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You can.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh this is what I have here. I didn't answer [PII]. This is what I have it here and there but.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, but I, but I show that they, they no longer have anything with us anymore, so I'm wondering if they may have switched to another company for the dental.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEGATIVE] But at least they tell us not to say I'm canceled, and they took the money already.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And if this number, if it didn't answer, what can I do? Just forget about it and that's it that goodbye. What can I do what just what do you recommend me to do?
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] I
[CUSTOMER][NEGATIVE] I got fed up, you know, they did it to me before 2 years ago.
[CUSTOMER][NEUTRAL] Like what you said, did you give it to a different company, you know.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Yeah, let me look up the agent.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Here's his phone number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] And his, his name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] Oh well, he's no longer with us. Uh, that's, that's not gonna be a good number cause he's no longer with us.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, but this is one, forget about it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right
[AGENT][NEGATIVE] Yes, ma'am. That, that won't help any.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And, and your phone number is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] That, that a good number to call you on?
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah, this is the one, my cell phone.
[AGENT][NEUTRAL] Let me get with my supervisor, um, and I will give you a call back next week. Uh, she's um in a.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A company meeting at our home headquarters.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so
[CUSTOMER][NEUTRAL] But don't forget, please.
[AGENT][NEUTRAL] Yes, and see if there's anything that we can do, you know, um.
[AGENT][NEUTRAL] Or who you can contact or whatever.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, now, uh, either me or [PII] will call you back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But don't forget this. OK. Thank you. Thank you very much. Thank you. Bye-bye.
[AGENT][NEUTRAL] I won't. I promise. All right.
[AGENT][NEUTRAL] All right. Goodbye.