AccountId: 011433970860
ContactId: 36edc0e0-475a-48c8-839a-678b0cc5d97a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288049 ms
Total Talk Time (AGENT): 137710 ms
Total Talk Time (CUSTOMER): 86109 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/36edc0e0-475a-48c8-839a-678b0cc5d97a_20250211T15:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. My name is [PII]. My husband has uh coverage through the state of [PII], um, for our dental coverage. And we got a letter in, we got a letter in the mail saying uh that our coverage, our premiums had not been received. Can you help me with that?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, Miss [PII], so you received a letter from APL stating the premiums had not been received, is that correct?
[CUSTOMER][NEUTRAL] Yeah, it is, although the premium due, um, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. I'm sorry, go ahead. I didn't mean to interrupt you.
[CUSTOMER][NEUTRAL] Um, reference policy wasn't received during the grace period provided as a valued customer we'd like the opportunity to offer an additional 30 days from the date of the letter to submit your premium.
[AGENT][NEUTRAL] OK, so now I, yes, ma'am, I can take a look at this for you, Ms. [PII], um, and help you the best that I can. First off, I'll need to verify some information with you for security and then we can go from there, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so first off, what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. And then the policy number that's referenced on your letter?
[CUSTOMER][NEUTRAL] It is 00607354.
[AGENT][NEUTRAL] OK, Miss [PII], thank you. Give me just a moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Miss [PII]. So first off, I will need to verify just a few pieces of information, as I said, for security, and so if you could please verify your date of birth, I mean, excuse me, Mr. [PII]'s name, first name and date of birth and then your date of birth, please.
[CUSTOMER][NEUTRAL] Um, his is [PII] [PII] and mine is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Also the home mailing address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we would have on file for Mr. [PII], please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Now, I do show, let me just look at a couple of things.
[AGENT][NEUTRAL] OK, so I be this was an error um that occurred, but the policy is active. It was reinstated, um, again, this was a uh an error in the system, but it has been.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Fixed. So your policy is active and it shows that it's paid to 21.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because they just deducted his 21 premiums.
[AGENT][NEUTRAL] Yes, ma'am. So, but it, but it is uh, sure, yes, ma'am. And uh we do apologize about the inconvenience of this, but yes, ma'am, your policy is active now.
[CUSTOMER][NEUTRAL] OK. We just wanted to make sure.
[CUSTOMER][NEUTRAL] So I asked him, I said, did they change your dental insurance? And he's like, no, what are you talking about? I'm like, well, evidently they didn't pay the premium.
[AGENT][NEUTRAL] Right. Sure. Yes, I would definitely question that as, as well, so I totally understand, Miss [PII]. I do, but this, the policy, um, that was, that was not correct and the policy has been reinstated.
[CUSTOMER][NEUTRAL] OK, is there a reference number for our phone call today?
[AGENT][NEUTRAL] You just use my name along with today's date and again, my name is [PII] and I spell it [PII]
[CUSTOMER][POSITIVE] OK. Thank you, Ms. [PII] and you have a good day.
[AGENT][POSITIVE] Alright, well, yes, ma'am as well, you too, and if that's all I can help you with, thank you again for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.