AccountId: 011433970860
ContactId: 1c15ce0a-874c-48d8-9a0d-d3708c0ed216
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459369 ms
Total Talk Time (AGENT): 127647 ms
Total Talk Time (CUSTOMER): 281708 ms
Interruptions: 3
Overall Sentiment: AGENT=-0.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/1c15ce0a-874c-48d8-9a0d-d3708c0ed216_20250110T19:38_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, please. I have a policy with you and I want, I want you to check it for me, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get your policy number?
[CUSTOMER][NEUTRAL] OK, dental, I have a dental one, OK?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 9806135671.
[CUSTOMER][NEUTRAL] This is what? No, this is the ID number. OK, the policy number and that I have invoice number.
[CUSTOMER][NEUTRAL] Oh, what is the policy number?
[CUSTOMER][NEUTRAL] I have invoice number.
[CUSTOMER][NEUTRAL] That's it, yeah.
[CUSTOMER][NEUTRAL] I have the, my ID number. I gave it to you.
[CUSTOMER][NEUTRAL] That's it, right? That's what I have here.
[AGENT][NEUTRAL] OK, that's
[AGENT][NEUTRAL] It doesn't have a policy er number or anything? Um.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] 00 yeah, sorry, I have it here. I find it. OK. It's uh start from where? Der. Dental 198135671.
[AGENT][NEUTRAL] OK, that, that's too many numbers as well. Um, can I get your name, please?
[CUSTOMER][POSITIVE] OK, that's as good take it.
[CUSTOMER][NEUTRAL] Then what?
[AGENT][NEUTRAL] Can I get your name, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] But its name [PII] uh then.
[CUSTOMER][NEUTRAL] Then
[CUSTOMER][NEUTRAL] Then uh uh [PII], let me tell you all the letters. [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII]. This is what I have here.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Under the policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I verify your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I did find your policy.
[AGENT][NEUTRAL] And it looks like it's been canceled.
[AGENT][NEUTRAL] Through your employer?
[CUSTOMER][NEUTRAL] Why? Cause I
[CUSTOMER][NEUTRAL] I didn't have an employer.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Through HPA or?
[CUSTOMER][NEGATIVE] I already, you know, I pay every I pay every month until December. I paid it and I'm waiting for January to send me a bill and they didn't send this why I'm calling you.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Um, well,
[AGENT][NEGATIVE] They, they've canceled the insurances with us. They, they, I guess they went through another company.
[AGENT][NEUTRAL] Uh, you might need to contact HPA help plan administrators.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So let me get, uh, just one second, I get a pen, please. Do you have the number for it?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Just a second, please. Just a second, give me a pen.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And tell me since when it's canceled, I paid until last, last year, I, I mean until last month, until December. When it's canceled?
[AGENT][NEUTRAL] I'm showing [PII], but, uh, you, you'll need to contact them and they can tell you what company they've they've switched to.
[CUSTOMER][NEUTRAL] 00,
[CUSTOMER][NEUTRAL] OK, my God, August, who I'm taking, you know, the, send it to X, well I say health health administrator ex every month and they take it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK, what is the phone number? What is the phone number, please?
[AGENT][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, it's [PII]. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 1800, wait, wait, wait, 1800.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And after [PII] what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. This is the number I have here.
[CUSTOMER][NEUTRAL] Oh my. Yeah, [PII].
[CUSTOMER][NEGATIVE] [PII]. Yeah, and no answers. I called this number and no answer. That's why I try, I called you.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] You know, no answer at all, and
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you have any other number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the only number I have for them, uh.
[CUSTOMER][NEUTRAL] Tell me what can I do now? Tell me, please. Help, help in this situation, what can I do? Tell me I paid every month until December.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I didn't want to send really usually I send them 6 months by 6 months just maybe from August, you know, August to.
[CUSTOMER][NEGATIVE] You know, I sent in advance 6 months. I didn't want to send this one this year because I didn't receive anything from them. But I said they'll call, but I don't know. I got the number from here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, it never answered the number, you know.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I, I don't know. Nothing I didn't have any.
[CUSTOMER][NEUTRAL] What can I do? Nothing, right?
[AGENT][NEUTRAL] Yeah, I guess just call that number and uh.
[AGENT][NEUTRAL] I'm looking online to see if I get a better phone number for him or anything, but I'm not finding anything. So far I haven't found anything, but let me keep looking.
[CUSTOMER][NEGATIVE] I called and no answers.
[CUSTOMER][NEUTRAL] Would you, please?
[CUSTOMER][NEUTRAL] The same thing. The 3, yeah, because I have it here in the, uh, you know, Bill, I have it here. [PII]. I called many times. That's why I called you now. Try to find any number to call and I find your number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, but that's it will be nothing to do, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. Um,
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] I've
[AGENT][NEUTRAL] I've got another phone number, but it does say.
[CUSTOMER][NEUTRAL] Like.
[AGENT][NEUTRAL] They're closed.
[CUSTOMER][NEUTRAL] Cause I do
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I guess cause it's Friday or but um let me give you this number.
[CUSTOMER][POSITIVE] But it's funny. Did they took that.
[CUSTOMER][NEUTRAL] Oh, OK. OK, OK.
[AGENT][NEUTRAL] [PII]. OK, it's [PII].
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] Wait, wait, 1800.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] And after that, what? Oh, OK. OK.
[AGENT][NEUTRAL] No, no, no. Um, one.
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. I'll wait until tomorrow, not tomorrow, I mean Monday to call if they close maybe Friday.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, that's probably why they didn't answer.
[CUSTOMER][NEUTRAL] But 18.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] And this under which your company now?
[AGENT][NEUTRAL] Uh, it's health plans and administrators.
[CUSTOMER][NEUTRAL] Yes, OK, OK. So in here I have. OK.
[CUSTOMER][POSITIVE] Thank you very much for your help. Thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a good weekend.
[CUSTOMER][POSITIVE] Uh, same to you. Thank you. Bye-bye.
[AGENT][NEUTRAL] OK. Goodbye.