AccountId: 011433970860
ContactId: 41d4f937-e967-4661-b157-cca1a6aaf584
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 652520 ms
Total Talk Time (AGENT): 230290 ms
Total Talk Time (CUSTOMER): 292181 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/41d4f937-e967-4661-b157-cca1a6aaf584_20250303T16:43_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and um I had coverage with you guys before and then um my employment ended with the company, but um I recently started back with them and I called a couple of weeks ago and asked for my dental benefit to be reinstated and um I should be effective as of today.
[CUSTOMER][NEUTRAL] And I know it'll be a little bit before I get my cards, but I'm needing to get into the dentist tomorrow, and I wanted to see if you would be able to give me my ID number for them.
[AGENT][NEUTRAL] OK, I can check and see if I can find it. Mhm. And Miss May, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] My insurance ID?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the old policy number?
[CUSTOMER][NEUTRAL] I don't. That's why I'm calling.
[AGENT][NEUTRAL] You don't, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Bear with me just a minute.
[AGENT][NEUTRAL] OK. And how do you spell your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you said
[AGENT][NEUTRAL] Can you repeat that one more time? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You're saying [PII]?
[CUSTOMER][NEUTRAL] [PII]. Uh-huh.
[AGENT][NEUTRAL] OK. All right. And you said the first name is [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're still with us, Oxford.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me have your date of birth, mailing address and email address on file.
[CUSTOMER][NEUTRAL] Are you asking me to give you that or what are you?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK. What one the time, tell me again.
[AGENT][NEUTRAL] OK, your date of birth for security, the mailing address and email address on file.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII].
[CUSTOMER][NEUTRAL] Address [PII].
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I found your old policy.
[AGENT][NEUTRAL] But I don't see that they have created the new one just yet.
[AGENT][NEUTRAL] When you say the policy is supposed to be active.
[CUSTOMER][NEUTRAL] Well, wouldn't they just rein
[CUSTOMER][NEUTRAL] I, well, I called a couple of weeks ago and asked that the dental one be reinstated.
[AGENT][NEUTRAL] couple of weeks ago.
[CUSTOMER][NEUTRAL] So I was told that it would be the same number.
[AGENT][NEUTRAL] OK. It may not probably be the same number because this one terminated back on [PII], so it's been a little bit more than a year, so.
[AGENT][NEUTRAL] More than likely you're gonna get a new number, but um.
[AGENT][NEUTRAL] I don't see the new information just yeah.
[CUSTOMER][NEUTRAL] No, it, it hasn't been more than a year.
[CUSTOMER][NEUTRAL] It hasn't been more than a year.
[AGENT][NEUTRAL] Yeah, I do understand, but it was [PII] when the policy was terminated.
[AGENT][NEUTRAL] And right now, yeah. Mhm.
[CUSTOMER][NEUTRAL] Right, but, uh.
[CUSTOMER][NEUTRAL] So I reinstated it.
[CUSTOMER][NEUTRAL] A couple of weeks ago. So, but you're saying that even when you reinstate it, they may issue an entire, entirely new number.
[AGENT][NEUTRAL] They might, yes, um, Ms. [PII], this particular policy is through your employer, but your employer works with benefits and a card. So benefits and a card gets the first, um, the first notice that you need to reinstate. They will have to send that to us, to the customer service department, and then from there either it's gonna be created new or either it's just gonna be reinstated back to the old one. That's the decision that is made after uh they receive all the information, but right now.
[CUSTOMER][NEUTRAL] I, I know.
[AGENT][NEGATIVE] I don't see any new policies and I don't see this one being active. It's still terminated.
[AGENT][NEUTRAL] So right now, um, what you can do is
[CUSTOMER][NEUTRAL] Well, they've already taken payment. They took payment out of my check.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And it was over, it was nearly 2 weeks ago that I called and requested to be reinstated. And I just talked to Benefits and a card, and they said it is active and that they could transfer me to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And, you know, so I don't know why now.
[CUSTOMER][NEGATIVE] You're telling me that they're not showing it's active when they said it was.
[AGENT][NEUTRAL] It's probably showing active in their end because they already made the process but it has not been completed in our end. I can check with customer service to see if they have anything in works.
[AGENT][NEUTRAL] Uh, that needs to be worked on that we have received from benefits in a card, um, but right now I don't have any new information, OK? So bear with me just a minute. Let me go ahead and get customer service and see if they have anything out there indicating that there's gonna be a change, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good. Um, I have a member on the line that she says that uh she called Benefits in the car and the, and the policy is supposed to be reinstated. I don't see anything here on you, um, so she's a little bit frustrated because she said she just spoke with Benefits in the car and they say that it's supposed to be active. Um, so I don't know if you can probably see something I'm not seeing on your end.
[CUSTOMER][NEUTRAL] No, there's nothing I can see and we can't do nothing until benefits and a card sends us something. What's the um.
[AGENT][NEUTRAL] That's what I know. Mhm.
[CUSTOMER][NEUTRAL] Policy number.
[AGENT][NEUTRAL] The old policy number is 2356732 yeah because she said, but they say it's active, uh, it's active with them. I said yeah, it can show active with them because they already probably put it in the system, but it doesn't mean that we have received the information to update it. So I did explain that to her, but she just, she thinks that we should have everything set up already.
[CUSTOMER][NEGATIVE] Unfortunately, we receive an electronic file feed from them or a direct email, we can't do anything. I can talk to her and tell her the same thing, but
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you don't mind, so if you don't think I just don't know what I'm doing.
[AGENT][NEUTRAL] Because that's the way she's kind of like, uh, yeah, right.
[AGENT][NEUTRAL] Um, but I fully verify her and the callback number is the same one that is showing up in the phone system which is the [PII].
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and here she comes.
[AGENT][POSITIVE] Thank you for holding and being patient for me this night. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good morning, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm OK how are you? I'm doing well thanks for asking. Got your information pulled up and the representative that transferred you stated that you were inquiring about the status of your policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, she did tell you correctly as far as we, we've got to get something from benefits and a card before we can reactivate you and at this time we haven't received any correspondence yet. They usually send us an electronic file feed every Monday and we do load it by Tuesday um when did you reinstate this with them?
[CUSTOMER][NEUTRAL] It was on the [PII], I believe.
[CUSTOMER][NEUTRAL] And so the first payment came out.
[CUSTOMER][NEUTRAL] Of of February. OK.
[CUSTOMER][NEUTRAL] And so the first payment came out Friday, just this last Friday.
[CUSTOMER][NEUTRAL] And I was told that the the Monday following that payment coming out that my policy should be in effect.
[CUSTOMER][NEUTRAL] OK, which would be today, right, which they did send us the file on Monday but it doesn't get loaded completed until Tuesday morning, so I would say give it about another day and you should be reinstated on the policy um if not we have to have something from them they can send us an email we have a direct contact.
[CUSTOMER][NEUTRAL] Um, that they have from us that they'll send an email and get it reactivated them, but I'm thinking you're probably on the file feed it just hasn't been uploaded yet. Um, like I said, we do get it on Monday, but it does take a 24 hour turnaround to get in our system and get updated. So if you want, you can try to call back tomorrow or I can call you tomorrow. I can check the status of it in the morning and just give you a heads up that it's there.
[CUSTOMER][NEUTRAL] Um, but you should be fine. I would say no later than tomorrow evening.
[CUSTOMER][NEUTRAL] Well, the, uh, I'm needing to get into the dentist and I made an appointment for tomorrow afternoon, thinking I was supposed to have coverage since that's what they told me, but they're wanting