AccountId: 011433970860
ContactId: 3e04c2aa-1cd7-4a8b-ab42-835f253c06f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193710 ms
Total Talk Time (AGENT): 70483 ms
Total Talk Time (CUSTOMER): 98463 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/3e04c2aa-1cd7-4a8b-ab42-835f253c06f8_20250509T22:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I've got a provider on the phone. Her name is [PII].
[CUSTOMER][NEUTRAL] She is calling about policy number 250.
[CUSTOMER][NEUTRAL] 2331.
[AGENT][NEUTRAL] You were cutting out 250.
[CUSTOMER][NEUTRAL] Um, I just need, um, yeah, 250-233-1.
[AGENT][NEUTRAL] 31. OK.
[CUSTOMER][NEGATIVE] The policy lapsed and I told her that the last pay date was [PII]. The policy is no longer active.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she told me that's not true because she called last last month and was told that the policy is active and she just wants to hear that the pol.
[CUSTOMER][NEUTRAL] Let is laps from somebody besides me, so would you be willing to do that since this is a big.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] And you can see that it's lapsed also.
[AGENT][NEUTRAL] Well, I'll think we're looking, is it on [PII]?
[CUSTOMER][NEUTRAL] Huh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yeah, let me pull up big website real quick and I can do as well.
[CUSTOMER][NEUTRAL] OK, and the notes also say that the policy should be last.
[AGENT][NEUTRAL] Yeah, but, um,
[AGENT][NEUTRAL] The person who does the big.
[AGENT][NEUTRAL] We're do it a different way now so she's way behind on all these things. Let me see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No. AA. I will.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I just wanted to be sure.
[CUSTOMER][NEUTRAL] Alright, well, I'm gonna release the call and let you tell her the same thing and you can let her know that you are the guru on this.
[CUSTOMER][POSITIVE] You have a good weekend, Ms. [PII]. Bye-bye.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Um, good afternoon, [PII]. This is London in customer services. How are you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. I'm calling to see if you can help me verify his dental coverage.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, um, showing that this policy is canceled, um, as of [PII].
[CUSTOMER][NEUTRAL] [PII]. Yeah, so the other representative did mention that already. I'm just calling just double check because I did speak to a representative last month and they told me that the patient was still active.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Well, he was still active, but we haven't received the premiums and he, so it's canceled as of March.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I verified it in um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] The employer's um website.
[CUSTOMER][NEUTRAL] Can you send me like a letter or something stating that it's inactive?
[AGENT][NEGATIVE] Um, he, he should have gotten a letter when it was.
[AGENT][POSITIVE] Wow, and he would have to, to get that to you.
[CUSTOMER][NEUTRAL] You can send me something stating that it's inactive.
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] No, ma'am, not to.
[AGENT][NEUTRAL] I can send it to him.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.