AccountId: 011433970860
ContactId: 413f0b31-0954-4205-a279-50d623868d66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463809 ms
Total Talk Time (AGENT): 291952 ms
Total Talk Time (CUSTOMER): 175073 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/413f0b31-0954-4205-a279-50d623868d66_20250210T23:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Long time no talk. It's [PII].
[AGENT][POSITIVE] That's right. That's right, girl.
[CUSTOMER][NEUTRAL] So there is nobody in billing right now so um.
[AGENT][NEUTRAL] OK, put him through. I'm just, who was this person again? Let me see if I got this.
[CUSTOMER][NEUTRAL] He's
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] [PII], all right, because he is on group page, so this really has my opinion, has nothing to do with customer service. All right, let me talk with Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I don't think so either, but uh, I sure appreciate you. Thank you. Have a good night.
[AGENT][POSITIVE] Certainly do. You too, honey. Bye.
[CUSTOMER][NEUTRAL] Alright, bye.
[AGENT][NEUTRAL] Good afternoon, Mr. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm doing good how are you today?
[AGENT][NEUTRAL] I am fine, thank you, sir. So it seems like we have a little confusion on you receiving some letters about payments to you. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, um, well, Mr. [PII], you may not be, it, it looks like the group just has not paid their February bill. I'm not sure why you are getting these letters, to be perfectly honest with you, um, you're paid to [PII] or through the month of January, so really I think the group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm, I don't know if they're changing maybe companies or something and we're not aware of that yet or they just have simply, you know, it's just now the beginning of February, so they may just may not have made that payment yet and um that's all but I'm.
[CUSTOMER][NEUTRAL] OK, the last time I got one.
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] I, I'm sorry, I didn't mean to interrupt you. I was just saying it's, that's when I called. I, I had gotten one, the previous one, let me see what it was dated it the the last one I got was dated [PII] was the uh date it was sent out, and it was saying that I that we hadn't paid for the the one that was due [PII].
[CUSTOMER][NEUTRAL] And so when I called I was told that I was paid up and that uh like through.
[CUSTOMER][NEUTRAL] The month that had just ended so like kind of the same scenario you're saying now, so I wasn't told anything about any kind of change though so do you think it's just they, I hadn't gotten one since the one from October you think maybe they just have had had a couple of times where they're running late on the payment or something?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It it could be just that they pay late, uh, let me see, and they may pay in arrears or something like that like at the at the end of a month.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Really that could be just all it is. They're just paying at the end of the month and um alright so I was looking to see if maybe there's any kind of notes that the group of the I'm not showing any kind of notes that the group is charming with us. The letter that you received and be honest with you, let me go back and check something.
[AGENT][NEUTRAL] You may actually receive another one. The letter you are receiving from what I'm looking at.
[AGENT][NEUTRAL] Is the letter we send automatically when a group notifies us that a policy will be turning.
[AGENT][NEUTRAL] But when we do that we send it out to you, we put a future laps state that the provider, I mean that the uh group gives us. There's no lap state in here. I just think the computer is doing uh a little some something crazy.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, just automatically sending it out for some reason and I don't know why, but I do apologize because I can see the confusion, but yes, so you may wanna check with your, uh, benefits department and let them know that you all are rece or that you at least are receiving this letter.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just, well.
[CUSTOMER][NEUTRAL] Oh, I work for the state of [PII], so it's not like I'm, I got my contact is gonna be my, my HR person in my office, and they're gonna tell me they have no idea what what's going on.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Like I know um already, um, so.
[CUSTOMER][NEUTRAL] I'll I'll go ahead and just let them know and I'll see if they have anything they can tell me then but the main thing that I'm concerned about is I am covered for my dental correct? Like I'm.
[AGENT][NEUTRAL] [PII], you're paid through July and like I said, this is just, you know, we're just really into February, you know, about 3rd way into February, and so you're fine that letter that is something that customer service sends out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For, for an insured to continue coverage paying on their own, but there is nothing stating that we have been notified by the group that your policy is charming and there is no future lapse state in your policy.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm, again, I'm not sure why these are going out.
[CUSTOMER][NEUTRAL] OK, well, as long as I mean I'm gonna mention it to my HR to see if they can investigate but um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just want as long as I don't have to worry about if we need to go to the dentist that we're not having any issues with having coverage that's that's the main thing I wanted to be sure, uh.
[CUSTOMER][POSITIVE] That I wasn't gonna have any issues and and like like you you said I'm, I'm showing as paid and I'm covered so I'm not gonna stress out about it. I, I will just if I get a, I still get a future letter I'll just call in the future as well.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes, sir. Always, please feel free to call anytime. Um.
[CUSTOMER][NEUTRAL] And uh just
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, you are still employed with them, correct?
[CUSTOMER][NEUTRAL] Yes ma'am, uh.
[AGENT][NEUTRAL] OK then that answers my question. So because our billing department handles everything until we're notified that you're no longer employed then customer service takes over from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. Well, that, now I've, I've been employed for 21 years there, uh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Bless you. OK.
[CUSTOMER][NEUTRAL] Yeah, but, uh, OK, well, so is there anything special I should say to my HR person, uh.
[AGENT][NEUTRAL] Just let them know that you are receiving method of payment letters and these are to continue coverage on your own and actually once a group notifies us that you are no longer with the company but we are not seeing I am not showing any notes that are telling us that so I fully believe it's a computer glitch on our part for some reason.
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][NEUTRAL] OK, so are you making some kind of note that this has happened or?
[AGENT][NEUTRAL] Right, I am making a note that you call to notify us that you received this method of payment letter and that I cannot find anywhere that the group has notified us that your policy is charming.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well I appreciate your help.
[AGENT][NEUTRAL] Certainly, is there anything else sir we can help you with at the moment?
[CUSTOMER][NEUTRAL] No ma'am, that that was it.
[AGENT][POSITIVE] OK. All right. Well, thank you, Mr. [PII], for calling, [PII] for calling APL so you have a wonderful evening.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.