AccountId: 011433970860
ContactId: 43253557-c370-49d8-bf30-a55c83bd6a8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282679 ms
Total Talk Time (AGENT): 69869 ms
Total Talk Time (CUSTOMER): 154232 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/2025/03/24/43253557-c370-49d8-bf30-a55c83bd6a8d_20250324T12:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] or [PII], and I'm calling on behalf of [PII]'s account. Um, we were, I received a call a couple of days ago, I think it was Friday, about his payment. Uh, it didn't go through and they were asking if they could, um, run it again.
[CUSTOMER][NEUTRAL] Um, and I noticed it didn't debit.
[CUSTOMER][NEUTRAL] And then I remembered that I actually uh locked his card, so that's why it wasn't coming through. And I had unlocked it after I already spoke to that lady. So um she probably tried to run it again but it didn't go through because this card was actually locked. So I was checking to see if you guys can do it again. Um, I should be, uh, you guys should have an authorization of PHI on file.
[AGENT][NEUTRAL] OK. One moment. First, can I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII] and it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number that you're calling about?
[CUSTOMER][NEUTRAL] Oh, I don't know the policy number off top, but it's ATL. I, I mean it's dental, sorry.
[AGENT][NEUTRAL] OK. What's the patient's last name? Or do you have their social?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, [PII], uh, I'm sorry, [PII], hold on, OK, let me run that back it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. One moment.
[CUSTOMER][NEUTRAL] [PII] sorry sorry [PII] is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I found him in our system. Please verify his name and his date of birth.
[CUSTOMER][NEUTRAL] [PII]. And what else?
[AGENT][NEUTRAL] His name, please verify that again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're calling in regards to a claimer.
[CUSTOMER][NEUTRAL] Did I
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So his dental policy was.
[AGENT][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] His, I'm calling about the dental policy. The automatic payment usually comes out on the [PII], but unfortunately, his card was, I, I locked his card because um we don't do too many transactions on it and I forgot about the automatic payment so I unlocked it and I wanted to see if you guys could try to charge it again for his dental policy this month.
[AGENT][NEUTRAL] OK. And are you calling, you're not calling from the dental office, you're calling from the HR department?
[CUSTOMER][NEUTRAL] No, I'm his daughter. My name is [PII].
[AGENT][NEUTRAL] Oh, the broker's office.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're calling in regards to the, to the premium payment.
[CUSTOMER][NEUTRAL] I believe so it's a monthly payment, yeah.
[AGENT][NEUTRAL] OK, because you've actually reached the claims department, so that's why I'm trying to figure out where do I need to transfer you to.
[CUSTOMER][NEUTRAL] That's crazy. I, I went through the automated system for the dental policy payments and I don't know, maybe it's a high call volume or that department is not open yet and that's why I got directed to you. I don't know.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] And actually, ma'am, that department is not um open yet. Give them about another hour or so to call them back. Yeah, that's the um billing department. Make sure you go to the billing department to make the payment. OK? Is there anything else that I can assist you with in the claims department?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, OK, thank you.
[AGENT][POSITIVE] Mhm. Thank you again, [PII] for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Mm.