AccountId: 011433970860
ContactId: 188faab2-46b0-44d2-8292-9bb6c2173024
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280380 ms
Total Talk Time (AGENT): 97942 ms
Total Talk Time (CUSTOMER): 113194 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/188faab2-46b0-44d2-8292-9bb6c2173024_20250122T19:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I got this bill in.
[CUSTOMER][NEGATIVE] Um, saying that I didn't make my payments on my premium.
[CUSTOMER][NEGATIVE] And I don't understand why I got it because it comes straightly out of my check for my job.
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] 00606741
[AGENT][NEUTRAL] OK, that was 00606741. OK, thank you. One moment.
[AGENT][NEUTRAL] OK, may I have your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII] and your callback number if we are disconnected please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and verify your complete mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the last thing to verify is your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. Thank you and you're calling in regards to a claim you received in regards to premium. OK, let's see.
[CUSTOMER][NEUTRAL] Yes, it says it's a monthly premium that's due for $32.80 but my premiums come out of my checks.
[AGENT][NEUTRAL] Um, do you have
[AGENT][NEUTRAL] And you're calling for, I'm sorry, you're calling for dental, is that correct, please, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, I believe so. That's the only thing I have is dental.
[AGENT][NEUTRAL] OK, OK, um let's see, do you have a claim number please?
[CUSTOMER][NEUTRAL] That just says policy reference number is 00606741.
[CUSTOMER][NEUTRAL] And that's all it's on here, the, the part that says return this portion with your premium payment too.
[CUSTOMER][NEUTRAL] It says statement date [PII] policy number and that's it. It tells me to circle. Do you want to take this out quarterly, semi, annually, and or monthly date draft.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so I can get you.
[CUSTOMER][NEUTRAL] And it says the.
[AGENT][NEUTRAL] OK, so let me get you to customer service. OK, I'm sorry, give me one moment please, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and may I place you on hold, a brief hold, please?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Like billing.
[AGENT][NEUTRAL] Billing.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Good afternoon, [PII]. Hi, this is [PII]. I have an insured on the line. Um, I'm hoping I'm calling the right department. Um, the policy number is 606741.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is for Ms. [PII], um, she was stating that she received a letter.
[AGENT][NEUTRAL] Um, in regards to premium.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she has questions about it because she said it it comes out of her um.
[CUSTOMER][NEUTRAL] OK, yes, I think I had a call similar to the if not lying will work. I think I had a call similar to this, um, did she happen to mention if the letter said it was like requesting premium?
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Because I thought with the claim actually.
[CUSTOMER][POSITIVE] OK, yeah, you can go ahead and send her to me um and I will see if I can pull up that letter so I can help her.
[AGENT][NEUTRAL] OK, but is it the correct department though is it billing or is it customer service?
[CUSTOMER][NEUTRAL] It it should be billing because I believe what happened um it looks like it's probably because the policy lapsed in error so that's that's probably the letter that went out um but I'll confirm that with her but um yeah, billing is the right department, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you. OK, one moment please thank you.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much for your patience. I have Miss [PII] on the line. She's going to assist you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, yes ma'am thank you have a good day bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.