AccountId: 011433970860
ContactId: 145ad2dc-74b8-4b22-bd27-b3cb08068b36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236220 ms
Total Talk Time (AGENT): 79974 ms
Total Talk Time (CUSTOMER): 117915 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/145ad2dc-74b8-4b22-bd27-b3cb08068b36_20250617T14:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I was calling. My name is [PII].
[CUSTOMER][NEUTRAL] I was calling to check on some information on my policy. I am a customer.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, I mean, I have a uh American Public dental.
[AGENT][NEUTRAL] OK. All right, sure. I can assist you with benefit information or information about your policy. And you said your name is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII] I have, I think I have my policy ID number here.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, go ahead with the policy number.
[CUSTOMER][NEUTRAL] 608-572
[AGENT][NEUTRAL] OK. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] My date of birth is uh [PII].
[CUSTOMER][NEUTRAL] Address is [PII] and my email address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright. Do you have like a specific question about the benefits? Are you looking for a specific benefit?
[CUSTOMER][NEUTRAL] Uh yes, ma'am, about, I'd say about 2 weeks ago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, I found out that there was a problem.
[CUSTOMER][NEGATIVE] With my benefits because I went to my dentist and they said that they, they called and my policy had been canceled and then reinstated for nonpayment.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Well then I, I work for the state of [PII], so I called the human resources.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And the payment has continually been taken out of my check and then the lady in the human resource department said, we have sent the payments uh to the American public.
[CUSTOMER][NEUTRAL] And they were going.
[CUSTOMER][NEGATIVE] Anyway, work on it, check on it, so I never got a call back from either our department or uh American public.
[CUSTOMER][NEUTRAL] So I'm trying to check up on the status of that.
[AGENT][POSITIVE] Oh, OK. All right. I'm, I'm sorry for that. Yeah, it looks like it was um reinstated back in [PII]. Um, they fixed the issue and they went ahead and reprocessed all the claims that were denied at that time.
[CUSTOMER][NEUTRAL] OK, OK, well I said I just I hadn't heard back from anyone about it, so I was trying to figure out.
[CUSTOMER][NEUTRAL] I guess they got it all straight.
[AGENT][POSITIVE] Yes, mhm. Yes, and fix.
[CUSTOMER][NEUTRAL] OK, well, that's, that's what I need to know. There's everything is back on track.
[AGENT][NEUTRAL] Yes it is it is and we have um gone ahead and process the claims that we did not pay at that time, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][NEUTRAL] Yeah, OK. Well, thank you for calling APL. You have a good day. And in case you want to go ahead and view any information of your policy, you can always register through our website at [PII] if you want to do that, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye.