AccountId: 011433970860
ContactId: 654c47e0-44b6-4df5-97c1-195e89797e04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312959 ms
Total Talk Time (AGENT): 136500 ms
Total Talk Time (CUSTOMER): 132202 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/654c47e0-44b6-4df5-97c1-195e89797e04_20250203T22:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Sorry, my name is [PII].
[CUSTOMER][NEUTRAL] And I work for the state of [PII] and I have a policy number here. And I was told that my dentist, I went to the dentist today and they told me my policy has been canceled as of [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, Ms. [PII], I can check your dental policy for you, ma'am. Can you please give me your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] OK, it says 715625.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] And I also have a group number on here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You want the group number as well?
[AGENT][NEUTRAL] No, ma'am. I think I have your policy pulled up. Can you please give me your birthday?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also I'll need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, address is [PII] phone number should be [PII].
[CUSTOMER][NEUTRAL] Um, what else did you say?
[AGENT][NEUTRAL] Uh, your email address please.
[CUSTOMER][NEUTRAL] OK, email should be [PII]. If not, it could be [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying all that information for me, Miss [PII]. OK, let's look at the policy here.
[AGENT][NEUTRAL] I do show that the policy lapsed on [PII]. Let me see in the notes if there's a reason why.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm going to um.
[AGENT][NEUTRAL] Go ahead and transfer you on over to group billing.
[CUSTOMER][NEUTRAL] OK, cause I'm still making a payment.
[AGENT][NEUTRAL] And see
[AGENT][NEUTRAL] They're still pay uh.
[AGENT][NEUTRAL] Payroll deducting your paycheck?
[CUSTOMER][NEUTRAL] Yes, now let me be honest with you, I did send a, uh, receive a letter saying that for some reason, um.
[CUSTOMER][NEUTRAL] I'm saying I missed a payment, but I'm with the state and they take this out of my check every pay period. Now, let me just say I know you gotta transfer me. The state does not take insurance out of people's check. The last check in December is something about after cause we have 26 pay periods or something. But you can transfer me over to them so I don't know what's going on.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, alright, I'm going to go ahead and transfer you on over. It's going to be a brief hold and um I'm gonna let them know why you're calling and that you verified your policy so you don't have to do that over again, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. Thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got insured, um, her name is Ms. [PII] and she's on the phone. Her policy number is 715625.
[AGENT][NEUTRAL] She's on mode of payment one and her policy is lapsed and she said that it should not be lapsed. She's had the policy.
[CUSTOMER][NEUTRAL] Uh, you can just, yeah, the, um, we, we had an issue with this, this state of [PII], uh, not really an issue, but you can let her know that her policy's fine, that it was, um, a glitch on our end or an error on our end, but her policy's fine. It'll be fixed by the end of tomorrow.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, I'll let her know because she tried to go to the dentist and the dentist office called to verify benefits and she got free.
[CUSTOMER][NEUTRAL] Yeah, I'll get I'll get [PII] to go ahead and reactivate it, but it'll probably lapse again overnight, um, but uh her policy is fine, um, so yeah.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, let me tell her. OK, [PII]. You don't wanna tell her yourself since you know what's going on?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It, it doesn't matter either way.
[AGENT][POSITIVE] OK, I'm gonna let her talk to you because I think she'll feel better speaking to somebody else besides just me. So I'm gonna go ahead and let you speak with her. Thank you so much, [PII], for explaining it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye bye.