AccountId: 011433970860
ContactId: 503e15e6-f130-4513-add8-6c48cdc3ec9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409959 ms
Total Talk Time (AGENT): 114224 ms
Total Talk Time (CUSTOMER): 134825 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/503e15e6-f130-4513-add8-6c48cdc3ec9b_20250212T15:50_UTC.wav
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[AGENT][NEUTRAL] you.
[CUSTOMER][NEUTRAL] I long for him.
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I need to ask you a question, please. I received a letter in the mail letting me know that.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, I guess my HR department, I work for the state, it, it says it didn't take, uh, well, let me, uh, if you, uh, we'd like to offer you an additional 30 days from the date of it says submit your premium, although the premium due on the reference policy wasn't received during the grace period provided, if you choose to continue your coverage, you will not have to show proof of insurability.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] You will not lose any time or I need to know this is the 2nd time I've gotten this letter, and the first time I called, the lady was like, oh, that's, I'm looking at it and you are covered. I don't know where that letter came from and I'm like, it's, it came from y'all. That's why I was.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I just know if it's true.
[AGENT][NEUTRAL] Is there a, right, is there a policy number on there?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Uh 00608115.
[AGENT][NEUTRAL] OK, give me your name again.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Spell
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, and [PII], what's your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Now did that that form require you to um
[AGENT][NEUTRAL] Sign it and and send it back or no?
[CUSTOMER][NEUTRAL] Uh, electronic funds transfer that's the form they sent with it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] I don't understand. This is I have had this for years and now I'm getting this letter.
[AGENT][NEUTRAL] Let me, let me pull up your policy and see what's what's going on.
[CUSTOMER][NEUTRAL] Excuse me. OK.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It can.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It says it was due on [PII].
[CUSTOMER][NEUTRAL] Yes, I see.
[AGENT][NEUTRAL] OK, [PII], I have the file pulled up. What's your date of birth and mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], can you hear me?
[CUSTOMER][NEUTRAL] I don't think I can hear hello?
[AGENT][NEUTRAL] [PII], can you hear me?
[CUSTOMER][NEUTRAL] Oh yes ma'am, wait a minute, hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, let's try that. OK, I'm sorry.
[AGENT][NEUTRAL] Oh, OK. What's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And, and your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The city, state, and zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Looks like it could be your work email address maybe.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. And what type of policy do you have?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You don't turn off it that close.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] OK, so it looks like your policy.
[AGENT][NEUTRAL] Um, lapse from an overdraft report and error, and each time that happens, it automatically generates the letter that you received, um, your, your policy is reinstated, it's active.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so this letter.
[AGENT][NEUTRAL] And so that's what happens that letter is automatically generated whenever um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So your, your, your account is fine.
[CUSTOMER][NEGATIVE] Why do I keep getting this letter in the mail? What do I need to do to fix it? Do I call my HR department?
[AGENT][NEUTRAL] It's, it's, it's on, I believe it's on our end, it says that your policy lapsed from an overdraft report that we received and so.
[CUSTOMER][NEUTRAL] What does an overdraft mean? I mean, I know what overdraft means.
[AGENT][NEUTRAL] Yeah, you, because this is a group you have this dental policy through your employer group, so I'm not sure what's going on there, um.
[CUSTOMER][NEUTRAL] It, it would cost.
[CUSTOMER][NEGATIVE] OK, I need to call him and ask him because I don't want this to.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Continue to happen
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, so it, yeah, and it was an, it's an error, it should not be, um, but I, but it looks like it's happened a couple of times.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I think I heard you say you've received the letter. This is the 2nd time maybe?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright, I need to call them because.
[CUSTOMER][NEUTRAL] Uh, study.
[CUSTOMER][NEUTRAL] OK, yeah, I'll go ahead and uh and give them a call.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, I, I appreciate you helping me.
[AGENT][POSITIVE] Oh, you're welcome. Any other questions I could help out with today, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, you're fine.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.