AccountId: 011433970860
ContactId: 6c296bec-aff4-4584-9aaf-66d20f526d6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 770729 ms
Total Talk Time (AGENT): 186895 ms
Total Talk Time (CUSTOMER): 424337 ms
Interruptions: 6
Overall Sentiment: AGENT=2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/6c296bec-aff4-4584-9aaf-66d20f526d6e_20250203T17:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is Mrs. [PII] and I've been still talking to y'all for about a week now because I'm trying to get my um.
[CUSTOMER][NEGATIVE] Insurance paid y'all were supposed to send me something I hadn't received, but I sent y'all a check of $106 that you and I sent a thing back to y'all to withdraw my premium out of my bank account, um.
[CUSTOMER][NEGATIVE] Every time I've called y'all haven't received it. I need to know if you've received it.
[AGENT][POSITIVE] OK, sure, I can assist you with that. Um, may I have a You're welcome. May I have a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Thank you, sweetie.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] I sure do hold on I've got it around here somewhere so let me find it.
[AGENT][POSITIVE] OK, sure. Take your time.
[CUSTOMER][NEUTRAL] I know, yeah, but this book it's probably in this one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number 00643734.
[AGENT][NEUTRAL] OK. Thank you. And Mr. [PII], may I have your date of birth, mailing address and email address for verification.
[CUSTOMER][NEUTRAL] OK, [PII] mailing address is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Trying to go to your website.
[AGENT][NEUTRAL] OK, let me check the notes and check with customer service, OK? Do you mind holding for me?
[CUSTOMER][POSITIVE] Please, please, yeah, because I'm gonna get this paid.
[AGENT][POSITIVE] Go in. OK, thank you. Yeah, let me check and see what happened. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hi, so, I'm good, honey. How are you?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'm good. I'm here.
[CUSTOMER][POSITIVE] Yeah. Amen. Amen.
[AGENT][POSITIVE] Yay, yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What you got there?
[AGENT][NEUTRAL] Um, I have a member on the line that she's been calling for the past week trying to see if we receive a check that she sent in for her premium. I don't think we have, but I'm going by the notes.
[AGENT][NEUTRAL] Uh, and it looks like she spoke to [PII] on the [PII], which it was like last week, and we have not received the check just yet, um, but, um, she's coming back.
[CUSTOMER][NEUTRAL] Bless her. OK, what's that number, dear?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEGATIVE] It takes any time anything is mailed it seems like it just takes forever.
[AGENT][NEUTRAL] Forever. Yup.
[CUSTOMER][NEUTRAL] I mean, I'm serious. I almost, you know, sometimes I tell people it could take 2 or 3 weeks for the stuff, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, and it's, and I guess, yeah, [PII] uh good win now it says here that that we added a bank information, but I don't see a draft information unless I'm looking at it wrong. I see a direct deposit.
[CUSTOMER][NEUTRAL] [PII] is.
[CUSTOMER][NEUTRAL] Oh no, so she asking if her check's been received or if.
[AGENT][NEUTRAL] Unless I'm looking at it wrong.
[CUSTOMER][NEUTRAL] I don't know. I'll, I'll find that second, um.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] I'm not sure, but that's kind of confusing to me because I don't know if they just took the check and just put the information. I have no idea what happened, but
[AGENT][NEUTRAL] The thing is that they added yeah they added the banking information on the first, um, which it looks like it was added as a direct deposit, not um, not a draft but a direct deposit, so I'm not sure if that's gonna be the same check or not.
[CUSTOMER][NEUTRAL] I, I know you don't, honey.
[CUSTOMER][NEUTRAL] I don't know why she, she's not even on she's on like bank frequency like she's still with the the group.
[AGENT][NEUTRAL] Number one, with the group, yeah, it doesn't look like she has supported the policy just yet. Um, she's supposed to get the porting information. She said she has not received that either. So I guess she's in the middle of everything and she's making sure that the policy has not lapsed, so, yeah.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Accessing us to from our to check order MOP letter. So [PII] ordered the letter back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Mhm. And she said she has not received them.
[CUSTOMER][NEUTRAL] Uh, um, is your cost.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] But she went ahead and send the payment anyways, so yeah, I'm not sure how is that gonna be handled.
[CUSTOMER][POSITIVE] OK, I, I, I'll just bet, uh, I would just be it that way at that time to put her through. I'm sorry to keep you on those. Go ahead and put her through there.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] that's fine.
[AGENT][NEUTRAL] I understand. I just wanted for you to have all the information.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] I, I don't know what I have and I don't have. I'll be honest with you, but, oh my lord, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. I did verify and the callback number is the same in the system, OK? So let me put her in. OK, thank you. You're welcome. Have a good week. One moment, let me put her in. Thank you.
[CUSTOMER][POSITIVE] Alright, wonderful. Thank you, dear.
[CUSTOMER][NEUTRAL] Well, you too.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I got Miss [PII] in the customer service department, and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] You said what?
[AGENT][POSITIVE] I got Miss [PII] in the customer service department. She's in the line. She's gonna assist you from here.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Good morning Ms. [PII]. This is [PII] in customer service how are you today? I'm good. I'm just trying to keep my dental insurance. Did y'all ever get that check?
[CUSTOMER][NEUTRAL] No ma'am, we're not uh showing that we've received a check from you just yet. When was it mailed out to APL Miss [PII]? On [PII]. I'm sorry, [PII]. Now we had a snow here in [PII], so we would go from my district even to [PII] or to [PII] and on the [PII], the interstates were snowed in for almost a week.
[CUSTOMER][NEUTRAL] But it should have been to y'all by now. Oh goodness.
[CUSTOMER][NEUTRAL] So is there some way I can pay this over the phone, um, through the computer I'm at your APL site. I've got the, the check's gonna get to you regardless, but I signed a paper with all my bank information I put that on the APL site now.
[CUSTOMER][NEUTRAL] OK, so, uh, alright, so you added your bank information it looks like it was added for, uh, for like for like claims payments.
[CUSTOMER][NEUTRAL] OK, how do I do with draft.
[CUSTOMER][NEUTRAL] How do I do that for the bank draft because I mailed that paper back to y'all with the check and since y'all haven't got it, I don't want to lose my dental insurance.
[CUSTOMER][NEUTRAL] OK, see we've not even rec you're not, we've not even received any information from the company yet from your employer that you're no longer with them because you're still showing like your, your money's coming from the group, your payments are coming from the group if if they.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] When, when did they pay y'all last because it's.
[CUSTOMER][NEGATIVE] I, I don't understand that because they told me to contact y'all when I retired. That was [PII] and I have been talking to y'all ever since then, and then on January is when they tell me, uh, well when I mailed the letter off because I got the paper in from y'all to do the bank things so y'all could get the um money through the bank.
[CUSTOMER][NEUTRAL] And y'all tell me I owe 106 and so I wrote a check for 106 and sent it with that.
[CUSTOMER][NEUTRAL] I do see that December's premium was received from the group on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's what it appears to look like in the billing screen to me that it was received from the group on [PII] so um.
[CUSTOMER][NEUTRAL] It, it does, I will tell you when something smell to us it takes a while, and when you're adding snow and everything else on top of that that we in the South are not used to it really complicates things as well. Um, I'm not sure exactly where you live there in, um, [PII], but.
[CUSTOMER][NEUTRAL] Yes, my son had to work in it down there in [PII] area and my, you know, so I do know how bad it was, um, so that's probably slowed things down as well.
[CUSTOMER][NEUTRAL] Um, I will tell you since it was just and I say it just, just mailed on the [PII].
[CUSTOMER][NEUTRAL] I would probably even go as far to say as it could be another week before we see it. OK sweetie, but I don't want my policy to lapse that's what I'm concerned about the most of anything. I won't, you know, if I have to pay it right now over the phone again I will I mean whatever I can do.
[CUSTOMER][NEUTRAL] And our billing department would take payment by phone had we been notified by the group that you are no longer with them, but that has not happened yet. Have you received the portability information?
[CUSTOMER][NEUTRAL] Um, what I've got, no, you're talking about from the school board? No, from, uh, from APL any information from APL to continue with your policy.
[CUSTOMER][NEGATIVE] I've received the uh bank transfer paper yes to where you put your where you put your thing on there that you want uh the payment to come out of your thing and it asked and it said if they they do it uh 3 months, 6 months and a year and don't offer a monthly premium no more. That's what I mailed back in to y'all.
[CUSTOMER][NEUTRAL] OK, um, so that's what we've not received and if you had a way to fax that or email that to us.
[CUSTOMER][POSITIVE] That would, that, that, that would speed things up a lot. Um.
[CUSTOMER][NEUTRAL] What do you mean, do you, do you still have a copy of the paper that you received from APL that you completed?