AccountId: 011433970860
ContactId: 1e1689c1-cbad-4ee0-b052-af81a03a1223
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 616830 ms
Total Talk Time (AGENT): 363160 ms
Total Talk Time (CUSTOMER): 227303 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/1e1689c1-cbad-4ee0-b052-af81a03a1223_20250213T17:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hey [PII], um, my name is [PII]. I received a letter from y'all. This is the 2nd time I've received a letter from y'all stating that y'all have not received my monthly premium, which is really weird because I work for the state and they take it out of my check, so it's coming out of my check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], so you've received a letter from APL regarding premium not being received by us, is that correct? And this is not your first letter? OK, yes, ma'am. Well, I can, I can help you with this. I'll be happy to take a look at that for you. Um, first off, Ms. [PII], what is a good call back number for you in case we're disconnected?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, I'll give you my cell number. It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And what do you know your policy number? I'm sure it is referenced on your letter.
[CUSTOMER][NEUTRAL] It is, it's um 00604537.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and Ms. [PII], I will need to verify several things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you actually one of them is the same we do have another phone number as well. Do you maybe have a landline?
[CUSTOMER][NEUTRAL] No, um, so you could potentially have an old, um, work number which, um, oh shoot, I used to work for the secretary of state, um.
[AGENT][NEUTRAL] Or what would
[AGENT][NEUTRAL] This one ends in [PII]. It ends in [PII].
[AGENT][NEUTRAL] If that, that's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm thinking I used to work at the secretary of state's office, but um I haven't been there in a while so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I don't remember.
[AGENT][NEUTRAL] OK, that's fine. Just verify the last four of your social for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So the [PII] really should be the only number we have on file for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And the last thing to verify with me will be your email address and it does appear to be a personal email.
[CUSTOMER][NEUTRAL] Um, well, I'm hoping it's [PII].
[AGENT][NEUTRAL] OK, so there is a period between [PII]. There's a [PII].
[CUSTOMER][NEUTRAL] Yes, yeah, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Is there a way I can access my my information online?
[AGENT][NEUTRAL] You just beat me to the very next thing, Miss [PII], that I was fixing to tell you.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] So I'm going to, I'm going to email you we have a portal now you can't pay or you, you.
[AGENT][NEUTRAL] It's nothing and you can't make changes to information either so if you needed to update something you still have to call us, but we do have a portal and I will email you that user guide actually I will do that right this second so to make sure you get it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it the email you're gonna receive is going to come from [PII] team at [PII]. I will put APL in the subject line for you so that that's you can recognize that is not being junk mail.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, because I'll have to find out what that number is that I don't recognize that ends in 48. The only thing I could think of is was my desk number at the secretary of state's office, but I don't have that anymore.
[AGENT][NEGATIVE] Yeah, I don't know and I'm, and I've, I've wiped it away now, so I can't even see it. Yeah, I did. Uh-huh.
[CUSTOMER][NEUTRAL] Oh you did? OK, no, that's fine. OK, well, that's all I was gonna do is just look so.
[AGENT][NEUTRAL] Yeah, I, I don't, uh, I did. I got rid of it.
[AGENT][POSITIVE] And I already saved my change, so it's, it's gone. Sorry.
[CUSTOMER][POSITIVE] OK, no, that's perfect. No, that no need to apologize because I was just gonna verify it and tell you to get rid of it if I didn't recognize it.
[AGENT][NEUTRAL] OK, so, um, I have emailed that to you, Ms. [PII], and again it's coming from [PII] and I did put APO in your online service center in your.
[AGENT][NEUTRAL] Subject line for you now on this, there was an error in the system that caused these letters to go out and lapse the policy, but your policy is active and so you can just disregard that.
[CUSTOMER][NEUTRAL] OK, so it was saying
[AGENT][NEGATIVE] That was a system error. Mhm.
[CUSTOMER][NEUTRAL] OK, so it's saying it didn't get the premium for December, so you, you're showing that I got it, that you got it for December.
[AGENT][NEUTRAL] Correct. But it is, yes, cause you're currently, your policy is currently paid to 21.
[AGENT][NEUTRAL] But it looks like that that issue might have possibly happened twice, which is why two letters.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You received two letters?
[CUSTOMER][NEUTRAL] Yes, so I got one for, um, well I got one for [PII] and then one for [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I've got them at 2 different times.
[AGENT][NEUTRAL] OK, um, give me just a moment to
[CUSTOMER][NEUTRAL] Yeah, I, I didn't date.
[CUSTOMER][NEGATIVE] When I got this other one, but I called y'all and y'all say y'all received the premium. She didn't tell me anything about an error, but she did say that y'all received the premium for October. It's almost like the letter.
[CUSTOMER][NEUTRAL] Was generated like a day or so before y'all received my premium.
[AGENT][NEUTRAL] And that very and that very well could be because of how the state and you know pays the invoices anyway so there could have been that could have also been you know correct um.
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][NEGATIVE] Yeah, because I, as long as I've had y'all's dental insurance, I've never received one of these letters and when I first got it, I'm like, well, I don't even know how that's possible because they take it out of my check.
[AGENT][NEUTRAL] Right, and you're still, you're still employed, correct? I mean, you're still working and it's still OK, so yes, I do see a copy one letter I can see was dated [PII]. That was the one referencing the October premium.
[CUSTOMER][NEUTRAL] A month in advance.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me look at another one.
[AGENT][NEUTRAL] And then there was another one.
[AGENT][POSITIVE] That appears to be still loading. I'm sorry.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Uh, that one also looks like it was for the 101. Now, what I can do, Ms. [PII], I can transfer you over to our customer service division so that they can verify since you've received two letters, but both of the letters that I'm looking at are regarding, let me look at this one other one, were the October, but again, it shows your policy is active.
[AGENT][NEUTRAL] Yeah, I don't see, I don't see one for December. I haven't located it yet.
[CUSTOMER][NEUTRAL] Oh, OK, because I just received that this one, on, um, [PII]. That's the, um, actually wrote it down this time when I received.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it dated? What date is on that letter? Do you happen to have it with you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's, yeah, it says um the statement date is [PII].
[AGENT][NEUTRAL] Is the letter dated um right under where it says APL?
[CUSTOMER][NEUTRAL] Oh yeah, [PII]. I'm sorry, I didn't see it up there, but yes, it's the same.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, so I'm not sure, you know, again, why? Because these letters.
[AGENT][NEUTRAL] I don't know. The ones I can see are referencing the October.
[AGENT][NEUTRAL] And your policy is active paid 21, but if you would like, I would be more than happy to connect you with customer service so they could verify, you know, any additional information.
[CUSTOMER][NEGATIVE] Um, I'm, well, I'm fine as long as you've received it because I mean, all of us went to the dentist in January, so when I got this, I'm like oh my Lord tell me they're not gonna, um, pay my.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know what little bit y'all do pay, but that's OK is the policy I have. I get it.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] But I'm fine if you're saying that I'm, I'm paid up so.
[AGENT][NEUTRAL] Yes, ma'am. I, I, I do see that it is active and again page 21.
[CUSTOMER][POSITIVE] OK perfect all right well thank you.
[AGENT][NEUTRAL] And it does show that you're on a payroll deduction under, you know, the state.
[CUSTOMER][NEUTRAL] OK and the website, um, well the portal that you emailed to me I would be able to see that it's paid up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, now, it's not, that is only going to, yes, no. The portal is really just to be able to see claim statuses, copies of your ID cards or policy information, but because of the length of time that you've had your policy, I will have to request that your policy and ID cards be made viewable to you in the portal because some of the older policies just when the new system was implemented, they were not automatically updated.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Not necessarily.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] So as we come across those, we send a request to have that done. Now, that will take a few days, but you could still go ahead and set up your profile.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] OK, well, Ms. [PII], thank you for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you too.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Papa.