AccountId: 011433970860
ContactId: 3f6508cc-25d4-4b50-b9ca-32d373091c42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1156250 ms
Total Talk Time (AGENT): 493985 ms
Total Talk Time (CUSTOMER): 429098 ms
Interruptions: 6
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/3f6508cc-25d4-4b50-b9ca-32d373091c42_20250203T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII] over in customer care. How are you today?
[AGENT][POSITIVE] I'm good, [PII], how are you?
[CUSTOMER][POSITIVE] I'm good, thanks. Um, I have an insured on the line. I can give you the policy number if you want that.
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] Alright, what's that policy number?
[CUSTOMER][NEUTRAL] Uh, it is going to be 608236.
[CUSTOMER][NEUTRAL] It should come up for a [PII].
[AGENT][NEGATIVE] Just a second, I'm having to open another window. I have too many open right now. I'll see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yes, [PII].
[CUSTOMER][NEUTRAL] All right, so he's calling because he's at the dentist office and they told him that his coverage isn't active and I see that of course here and he's saying that this happened last year and that we had to reinstate it so I don't really know what's going on with him because when I checked the notes it looks like it was at one point lapsed in error and now it's lapsed again and he's like, I'm still employed there so.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, hold on.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] Let's see that's policy from overdue payment.
[AGENT][NEGATIVE] Reinstated left in error.
[AGENT][NEUTRAL] Her call fromation care where the policy is as the insured can disregard the letter received his policy is being paid through the group. Insured calls to make sure policy is active and that policy is active, which it probably was because it wasn't left again until [PII] due to overdue payment.
[AGENT][NEUTRAL] Let's see, we have not gotten a payment on this policy since.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] November.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] We got November's payment in December.
[AGENT][NEUTRAL] And we haven't gotten December's payment and.
[AGENT][NEUTRAL] Do they pay hold on, let me open another window and look at the group information.
[CUSTOMER][NEUTRAL] I'm sorry, yeah, he payrolled the or it's supposed to be um.
[CUSTOMER][NEUTRAL] Payment from the group, you know, like it's coming from his employer.
[AGENT][NEUTRAL] Right, yeah, so I'm wondering because I had another call earlier from a different group that um everybody in the group was lapsed because the group was past due on their invoice so I'm wondering if this is another one where they have not paid.
[CUSTOMER][NEUTRAL] No [PII].
[AGENT][NEUTRAL] Let's see, I don't see any notes stating that they've lapsed the group. Let me look at something.
[AGENT][NEUTRAL] Do they pay in arrears? Yes, they pay in arrears.
[AGENT][NEUTRAL] But there
[AGENT][NEUTRAL] Overdue for the December payment, so the December payment should have been paid at the end of December.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We still haven't gotten that GRP IQ.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's another one of those where it looks like all the policies have been lapsed on this group because of nonpayment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm. So,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah, there's no active policies on this group.
[CUSTOMER][NEUTRAL] So do we just tell him like it's an error on our side and he can go to the dentist and then we'll get fixed like I yeah.
[AGENT][NEUTRAL] Well, no, because it's not really our side because they haven't submitted their payment so it's actually his employer.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Needs to pay their bill. Um, let me check with, uh, billing group billing and see.
[CUSTOMER][NEUTRAL] Yeah, I know.
[AGENT][NEUTRAL] See, this is group LA 060.
[AGENT][NEUTRAL] Number
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] And you
[AGENT][NEUTRAL] OK, policy 608.
[AGENT][NEUTRAL] 236.
[AGENT][NEUTRAL] But our policies on the group.
[AGENT][NEUTRAL] I what?
[AGENT][NEUTRAL] Do me.
[AGENT][NEUTRAL] To call your player.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean I can tell him to contact this employer but.
[AGENT][NEUTRAL] Mhm. I'm asking her to if we know, do we know if the group has, are we waiting on a payment?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do we know
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me just go check back in with him really quick and let him know I'm still here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK girl thank you
[AGENT][NEUTRAL] No problem. So [PII] said this is a DOA. I don't know what that means, and the policy auto lapsed at the end of the month. [PII] handles DOA, so I just sent her the same message I sent [PII]. She has read it. Uh, we may have to call the insured back, um.
[AGENT][NEUTRAL] And see after we see what's going on. I'm not really sure.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, because he's like I'm sitting at the dentist office right now and they're chomping at the bit for me to come into this 220 appointment. He's like, but I ain't trying to go in there if I ain't got no insurance and I'm like, OK.
[AGENT][NEUTRAL] Right, and I don't blame him because I wouldn't want to either if I was gonna have to pay for it out of pocket.
[CUSTOMER][POSITIVE] And he's like, and I'm like, well, we're still working on it. And he's like, well, I just don't understand what the problem is. And I'm like, OK, I, I, yeah, I understand. He's like, well, just get back with me as soon as you can. I was like, I definitely will.
[AGENT][NEUTRAL] Well, I sent her a message and I'm waiting to see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I mean can we even tell them that it's like an employer issue that it's not really us?
[AGENT][NEUTRAL] I don't know. Let me see. Yeah, that's, that's a good oh, [PII] is, that's [PII].
[CUSTOMER][NEUTRAL] I don't know what you. Let me see if I can find.
[CUSTOMER][NEUTRAL] Let me check guru and see if I see anything.
[AGENT][POSITIVE] Yeah, I mean, that's a good question. I'll be wanting to scream that at the top of my lungs sometimes.
[CUSTOMER][NEGATIVE] Yeah, because I'm like, bro, you need to be, you need to be talking to your job. They don't be paying their bills.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right. Oh, and [PII] says she'll have to look at it, but she's currently in the middle of something. Um, so,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I guess we'll have to call him back. I, I hate that though. He's going to reschedule his appointment.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEGATIVE] And that sucks. He's not gonna be happy about that.
[CUSTOMER][NEUTRAL] Yeah. No, it's totally up to him, yeah, if he wants to take that risk to go in there.
[AGENT][NEUTRAL] Yeah. Right. So, um, yeah, she, she said she'll check it into it, but she's in the middle of something right now.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you want me to break the bad knees?
[CUSTOMER][POSITIVE] Yeah, I mean, if you don't mind, he's not mean or anything. He's super nice. Like he's, he's not like irate or anything like that, um, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, he, he might be when I tell him.
[CUSTOMER][NEUTRAL] No, no, no, he's really just more kind of like what's going on, um.
[AGENT][NEUTRAL] Um
[AGENT][MIXED] Yeah, well, I just got called stupid by my last caller, so, you know, I'm all good.
[CUSTOMER][POSITIVE] Oh, girl, I'm so sorry. I'm so sorry.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Anyways, yeah, I'll talk to you.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate you and like I said, like he's been super nice to me so um yeah, and that's his callback number up there too, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK. All right, thank you very much.
[CUSTOMER][POSITIVE] All right, here he comes, yep.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing?
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][POSITIVE] Well, I mean we'll see. I'm hoping hoping I'm getting some good food.
[AGENT][NEUTRAL] Uh, yeah. Oh.
[CUSTOMER][NEUTRAL] Cause
[CUSTOMER][NEUTRAL] You know, I don't know what's happened.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I do see where we've kind of gone back and forth on this policy, um, and I had to reach out to our um group billing department and she's gonna look into it but she's not available at the second to look into it and I know you have an appointment right now, um.
[CUSTOMER][NEUTRAL] Well ma'am, here we
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But if it is, I don't know why I mean I automatically renew.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It with DOTD human resources section at like in October or whatever when we go into open enrollment, says if you don't want any changes, and I had [PII] coverage all the way up until December of last year and they said if you don't want any, you don't not making any changes to your coverage, you don't have to do a thing. And DOTD just rolls everything right on through and it's been doing like this for the last 29 years. I've been with DOTD for 29.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And why is it all of a sudden I'm not APL is are y'all not with DOTD Louisiana DOTD anymore, offering dental coverage with them or something or?
[AGENT][NEUTRAL] No, uh, we're showing the groups still available, um, but.
[CUSTOMER][NEUTRAL] I mean because I don't know what I wouldn't be do.
[CUSTOMER][NEUTRAL] And why would the answer.
[AGENT][NEUTRAL] So what we're showing.
[AGENT][NEUTRAL] Is that we're still waiting on a payment for the month of December.
[AGENT][NEUTRAL] So that could possibly be it and that's why I'm having to check out to um our billing department to see if we have like a notification that that payment's on the way um and then I can give you a call back.
[CUSTOMER][NEUTRAL] Well, I
[AGENT][NEUTRAL] Um, she's just not available to check it.
[CUSTOMER][NEUTRAL] I mean this that would be that would have been a direct was it a payment from like a monthly payment like out of my check, the $30 or whatever or like each week like they take out every 2 weeks out of my account out of my check automatically.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, so what
[CUSTOMER][POSITIVE] So that would yeah that would be funny.
[CUSTOMER][NEUTRAL] 100, 60, I think I'll take out, I think it's 30 a month, 30 a check.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So the way it works we actually don't take that out of your check your employer does, so they take out that and then they submit premium payments to us monthly and so we're waiting on that December payment um but like I said it could be in route and we're just waiting on it that's why I'm checking with our billing department to see if that's the hold up.
[CUSTOMER][NEUTRAL] Yeah, they take it out yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, OK, my question is, my question is if, if, if it's a matter of just the payment's late, I haven't received December does y'all just cancel my account, my, my policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So
[CUSTOMER][NEGATIVE] Out of one payment, one payment not being paid from DOTD, I mean, I would hope y'all would have notified them that you're, you know what I'm saying? It's like the, I, I just know it as I my human resources is handling everything on their end with y'all and I, I show up in February and I'm saying we don't.
[CUSTOMER][NEUTRAL] That your policy has been canceled is what they're telling me here at the they and and I'm like well that's kind of, you know what I'm saying it just seems like.
[CUSTOMER][NEGATIVE] You know, if y'all haven't gotten the payment yet, have y'all been in contact with DOTD to say where is it at? or is it just up it's on me to to me to do that, you know, when y'all have gotten them every month, you know, it's just, you know, it's just crazy, you know, every month they've gotten it and one's been delayed and now my policy is canceled or showing not active just because of one payment.
[AGENT][NEUTRAL] So that's why I'm reaching out to our billing department. I don't do anything with the billing um I'm having to reach out to.
[CUSTOMER][NEGATIVE] OK, but y'all, y'all put me in like that y'all taking me and put me in not active because you haven't received it automatically from deer to deep.
[CUSTOMER][NEGATIVE] that's what happened? Y'all, y'all just put me as not active.
[AGENT][NEUTRAL] The computer manually did that so I mean automatically do that so I'm having to check with.
[CUSTOMER][NEUTRAL] And that that seems
[CUSTOMER][NEUTRAL] Well, what y'all what y'all.
[CUSTOMER][NEUTRAL] Yeah, since I'm talking to you right now and telling you that you know you see all these payments have been received.
[CUSTOMER][NEGATIVE] Why can't y'all manually take me out of not active and, and I'm resolved, you know what I'm saying? It's kind of, don't you think this is odd that it just because you hadn't received one payment that y'all would have automatically let the system just automatically put me in default, not active, but you've gotten.
[AGENT][NEUTRAL] I'm not sure how all that works that's why I'm I'm telling you I've got to check with the billing department and see what's going on because I'm not sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, well, I need to, I'm gonna have to contact my HR too and see what's going on and make sure because.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I don't know why they wouldn't have because it's one payment in December. I don't know why they wouldn't have renewed it or not paid it, you know, so, OK, well, uh, you do you, do you have my this, do you need my number so you can call me back directly?
[AGENT][NEUTRAL] Is that the [PII]?
[CUSTOMER][NEUTRAL] And let me know
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and let me hold on just a second, I'm gonna make a note real quick.
[AGENT][NEUTRAL] And it could be the, the lady from billing that calls you back, um, so that she can actually go into more detail with you about anything, any questions you have because like I said I'm not really sure how all the billing stuff works right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Me neither. That's why, that's why I let my HR handle it. My HR just takes it out of my check each month. That's, that's what it's supposed to be like. It's supposed to take it out of the check each and, uh, that's to my knowledge it was been happening, and now I find out there's a glitch.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I understand, yes, sir. Well, I'm gonna, like I said, I've already sent her a message asking her to look into this and as soon as she gets.
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] Done with what she's currently doing she's gonna look into it for me and then either her or me will call you back hopefully her though that way she can answer any questions that you may have, OK?
[CUSTOMER][NEUTRAL] OK, my question is gonna need to be, is this what have y'all received the payment and what do I need to do to make me get back on active active status because I, I wanna keep I've been with me for 29 years.
[AGENT][NEUTRAL] Right, yes, sir.
[AGENT][NEUTRAL] Yes sir I understand and and we would like I said if there was something that you wanted to continue it and it was something to do with your employer you know we could definitely probably fix that, um, but I'm sure it's probably just something that we're just waiting on that's why I wanna check with her and uh see what we need to do, yeah.
[CUSTOMER][NEUTRAL] You know, so, uh,
[CUSTOMER][NEUTRAL] I hope so and I, and I'll try and I'll try calling my HR if I can get a hold of him, so, uh.
[AGENT][NEUTRAL] OK. All right, Mr. [PII]. Is there anything else I could do for you right now?
[CUSTOMER][POSITIVE] OK, all right, thank you.
[CUSTOMER][NEUTRAL] Not right now, so.
[AGENT][POSITIVE] All right, well thank you so much for choosing APL and we'll talk to you soon, OK? Have a great day.
[CUSTOMER][POSITIVE] Thank mhm bye-bye.
[AGENT][NEUTRAL] Bye-bye.