AccountId: 011433970860
ContactId: 3e79c53d-3762-4801-898e-53aaedddc7ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230639 ms
Total Talk Time (AGENT): 86455 ms
Total Talk Time (CUSTOMER): 98973 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/3e79c53d-3762-4801-898e-53aaedddc7ab_20250113T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and um I've been in and out with my daughter and I'm just really um the hospital with my daughter and I'm just now looking at my mail. I received a letter saying that they did not receive my payment, but my um payment is always taken out through my payroll, so I'm just trying to see if they got that situated.
[AGENT][POSITIVE] All right. Um, well, mhm. All right, Ms. [PII], um, I'm ready whenever you're ready.
[CUSTOMER][NEUTRAL] And I can give you the policy number.
[CUSTOMER][NEUTRAL] OK, it's 00610594, and it was my dental policy.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And just for verification steps, do you mind um telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] OK, my um date of birth is [PII], and my address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] And let me just a second to look through it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], um, I believe that um the letter that you received, um, you can disregard it, um, because
[AGENT][NEUTRAL] Oh, I see that.
[AGENT][NEGATIVE] Policy was lapsed in error, um.
[AGENT][NEUTRAL] It so it was we reactivate it back again since we were not supposed to cancel it um I believe that the system automatically sent the letter to you once the policy was canceled um so so yeah you can do part of the letter because I do see here that um your let's see, your policy is being paid through your employer and it's not directly coming out from you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then also um you said with it being ended in error, my daughter has a disability and I had um sent in that paperwork to make sure that she would remain on there. So is she still covered?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, let me just a second to look it up.
[AGENT][POSITIVE] Yes, we do have her active.
[CUSTOMER][NEUTRAL] OK, OK, that's all I need to know. Make sure that she was still covered because like I say, she um, she's disabled and um I have to do for her.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes. Yes, totally understandable.
[CUSTOMER][NEUTRAL] OK then thank you. I just want to know, OK, I just want to make sure everything because like I said we've been in and out of the hospital and I'm just now reviewing mail as you can see how long ago that's been because we've been doing anywhere from 2 to 3 weeks and then when I get out I go right, I have to go to work so I'm just not looking at a lot.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh I know, I'm so sorry for that.
[CUSTOMER][POSITIVE] Yeah, I'm just now looking at a lot of mail. I'm like, oh my goodness. OK then, well thank you so much.
[AGENT][POSITIVE] You're very welcome, Miss [PII], and I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.