AccountId: 011433970860
ContactId: 44c7c835-d6e0-4e6e-ba96-09ee27d071f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 800140 ms
Total Talk Time (AGENT): 234077 ms
Total Talk Time (CUSTOMER): 417059 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/44c7c835-d6e0-4e6e-ba96-09ee27d071f9_20250116T16:28_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, please. I need your help. I'm a customer with you for a long time, but seems like you moved from company to company. I have a dental insurance and I pay you every 6 months. Uh, can you check it for me, please? Yeah, I am with you or what's going on.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] I have invoice, yeah, yes, ma'am. I find VE.
[CUSTOMER][NEUTRAL] NAPL 198135671.
[AGENT][NEUTRAL] And what is your last name please, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So I'm not pulling it up by that number nor that name. I can look it up by your social if that would be OK.
[CUSTOMER][NEUTRAL] I'll give you the last [PII].
[AGENT][NEUTRAL] I'm gonna need the the complete social if that's OK.
[CUSTOMER][NEGATIVE] It's funny, right? And I pay you every how many years now, but I'm moving from one company to other company. Uh, do you think we're supposed to give uh the Social Security to anybody? This is what you told me, Don't give it to anybody.
[AGENT][NEUTRAL] Do you
[AGENT][NEUTRAL] So, uh
[CUSTOMER][NEUTRAL] Uh, it is OK.
[AGENT][NEUTRAL] I'm not going to share your social. It's just listed on your policy. I'm just trying to pull it up. Oh, you have to be careful with that, so I understand.
[CUSTOMER][NEUTRAL] I know. I know, I know. Just a second, let me.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. Good, I still remember it.
[CUSTOMER][NEUTRAL] I didn't use, I didn't use it for a long time.
[AGENT][NEUTRAL] I know it's hard to remember it too.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII], I believe, yeah.
[AGENT][NEUTRAL] All right, thank you. And what is your date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Just go ahead.
[AGENT][NEUTRAL] [PII], do you mind verifying your mailing address?
[CUSTOMER][NEUTRAL] [PII]. It, it was before [PII], but just move instead of the [PII], but same thing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, 3000 is the correct address.
[CUSTOMER][NEUTRAL] Yeah, 3000 can travel.
[AGENT][NEUTRAL] I can update that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me take a look for you and what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] Uh, please help me because these people running behind them every time they take my money every month and I said, oh, you are not with us, you know, as you are, I don't know. It's [PII].
[AGENT][POSITIVE] All right, thank you, ma'am.
[AGENT][NEUTRAL] OK, so I do have your dental policy pulled up.
[AGENT][NEUTRAL] And I'm checking on it.
[CUSTOMER][NEUTRAL] Yeah, I have one.
[AGENT][NEUTRAL] Yeah, I'm just checking on it for you, so bear with me just one second. Let's see what's going on because I don't, now the policy with APL is no longer active.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. This always tell me. I give them 6 months, I pay it not monthly. I pay it every 6 months. I gave them until [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You know, 6 months before and 6 months before I didn't pay for it of uh January because they didn't send me any bill and I don't know which company now I am in because every time you move from one to the other. But that's why I said I call and I do it by phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you still with HPA?
[AGENT][NEUTRAL] You still work for HPA?
[CUSTOMER][NEUTRAL] What is
[CUSTOMER][NEUTRAL] What is HPA?
[AGENT][NEUTRAL] Your employer
[CUSTOMER][NEUTRAL] No, I am retired now.
[CUSTOMER][NEUTRAL] And the person he did, you know, the policy maybe 20 years ago or something, he died too.
[AGENT][NEUTRAL] OK. I'm checking. I'm still checking on it for you.
[CUSTOMER][NEUTRAL] Just like that one.
[CUSTOMER][NEUTRAL] Would you please?
[AGENT][POSITIVE] I'm working on that for you.
[AGENT][NEUTRAL] Give me just one second.
[AGENT][NEUTRAL] OK. Do you mind holding just one moment?
[CUSTOMER][POSITIVE] Yeah, sure. Take your time.
[AGENT][POSITIVE] Oh, thank you so much. One moment. Let me just check something else for you, OK, Ms. [PII]?
[CUSTOMER][NEUTRAL] So, no, because it's a bit confused with this policy, yeah, go ahead.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah. Um, let me see what's going on for you. Hang on just a second.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Well, good morning, [PII].
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] I have policy number 454547454547.
[CUSTOMER][NEUTRAL] OK, let me find this if I have a screen.
[CUSTOMER][POSITIVE] Let's see this one will work.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] We need more screens.
[AGENT][NEUTRAL] We do, don't we?
[CUSTOMER][NEUTRAL] We do.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII], you've, you spoke with her on the [PII].
[AGENT][NEUTRAL] She's calling to find out why her policy is lapsed, and I did tell her you know it lapsed on [PII] [PII]. Now she is retired.
[CUSTOMER][NEUTRAL] OK, that's probably a billing question.
[CUSTOMER][NEUTRAL] Oh, she's retired. She wants to continue it or?
[AGENT][NEUTRAL] Well, she said she's still uh I, I don't understand what's going on because she's retired. How is she pay, she says she's no longer with HR HPA.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And she still says she's still paying it?
[AGENT][NEUTRAL] So she was paying every 6 months.
[CUSTOMER][NEUTRAL] For who?
[AGENT][NEUTRAL] H, I, I'm, I'm not sure. I don't know how she can be retired if it's a group policy.
[CUSTOMER][NEUTRAL] It's not, it's like dental.
[AGENT][NEUTRAL] And she's still
[CUSTOMER][NEUTRAL] It can be kept off group but still we show it on payroll deductions but they called in and put a future lapse date of November to the billing department. I don't know it's billing.
[AGENT][NEUTRAL] Did they call in?
[AGENT][NEUTRAL] A feature lapsed date of November.
[CUSTOMER][NEUTRAL] Yeah, you see it's on PIDAT Future light date November, but it's been lapsed.
[CUSTOMER][NEUTRAL] From the overdue report.
[AGENT][NEUTRAL] I don't see a feature in PIDAT.
[CUSTOMER][NEUTRAL] You see where you see takeover age cover date, build indicator, future laps that.
[AGENT][NEUTRAL] Of November.
[AGENT][NEUTRAL] Oh, I was looking at the wrong little set of
[AGENT][NEGATIVE] Girl, I'm still trying to learn all this stuff. It's so hard when you get something every 6 months anyway.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So if she's sending her money to HPA she needs to contact them because the reason it's lapsed is because we haven't received premium.
[AGENT][NEUTRAL] Well, and I asked her.
[AGENT][NEUTRAL] I asked her if we had talked, well, like, um.
[AGENT][NEGATIVE] If she had talked to them because I saw your notes, and she says she's no longer with them, but she's paying every 6 months.
[AGENT][NEGATIVE] Uh, I'm so confused on this.
[CUSTOMER][NEUTRAL] I can change it to.
[AGENT][NEUTRAL] I'm going.
[CUSTOMER][NEUTRAL] To direct pay but she's gonna have to pay all of that premiums back to August.
[AGENT][NEUTRAL] Can you discuss that with her cause she's, she's she.
[CUSTOMER][NEGATIVE] But she's not gonna wanna pay it if she's been paying it to HPA that's why she needs to contact them.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But I'll talk to her, yeah.
[AGENT][NEUTRAL] OK, and her callback number is [PII]. I'm sorry. It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. Let me, let me get her on the line. I appreciate it, [PII]. You have a wonderful day. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you for your patience. I'm going to transfer you to Ms. [PII] in our customer service department, and she's going to assist you further, OK?
[CUSTOMER][NEUTRAL] Do you think somebody can help me, can do something? OK.
[AGENT][NEUTRAL] She's gonna, she's gonna try, yes, ma'am.
[CUSTOMER][NEGATIVE] OK. And then, they're moving me from one place to the other, taking my money, and in the end they said that I'm canceled. OK, we'll see.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Yeah, she's gonna check on it for you. Thank you.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] What, what, what's your name?
[AGENT][NEUTRAL] My name was [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] this year, how do you spell that this year?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] I thank you very much, [PII].
[AGENT][POSITIVE] You're very welcome. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK, thank you. OK. Bye-bye.
[CUSTOMER][POSITIVE] Uh, good morning, Mr. [PII]. This is [PII] in customer services. How are you? How are you, [PII]? I am good. Yes.
[CUSTOMER][NEGATIVE] So I have to try to figure this companies what they are doing to me, you know, taking my money, I pay in advance always every 6 months, and after they cancel me, they take the money and they cancel me. I don't know what.
[CUSTOMER][NEGATIVE] But I did until December, you know, yeah, I did every 6 months until [PII], and uh January beginning I didn't pay. I'm waiting for somebody to tell me anything. I'm calling. No, I cannot find anybody. So tell me what can I do now.
[CUSTOMER][NEUTRAL] OK, uh, and who are you sending the payment to?
[CUSTOMER][NEUTRAL] They sent me a letter and I have here the.
[CUSTOMER][NEGATIVE] Expect health administration exchange the [PII]. This is they send me a bill every month and last one in my hand here.
[CUSTOMER][NEUTRAL] Uh, and I send it the envelope and they take it, not every month really. I do it every 6 months.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm thinking that is another company that's not us, um, we send everything, you know, we send it to this company, you move to this company, but I didn't have any idea what can I do.
[CUSTOMER][NEUTRAL] And have you called them to, to see, you know, about your premium about your payment?
[CUSTOMER][NEUTRAL] Because we haven't received any payment uh since August of last year.
[CUSTOMER][NEUTRAL] No, I did. I paid the August 6 months. August or September, October, November, December. No, have you, have you contacted, yeah, have you contacted them that you sent the money to to see if they've received it?
[CUSTOMER][NEUTRAL] Because they haven't sent it in to us.
[CUSTOMER][NEGATIVE] No, no, I didn't because nobody answered. Do you have any number to do that, you know? And, and they took the check already. This is, uh, you know, in [PII]. I sent it for the 6 months. Yeah, uh, the, I can give you the phone number that I've got.