AccountId: 011433970860
ContactId: 6dc81aae-6ac7-4870-9862-0a8bfb02a895
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 569859 ms
Total Talk Time (AGENT): 196697 ms
Total Talk Time (CUSTOMER): 260838 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/6dc81aae-6ac7-4870-9862-0a8bfb02a895_20250604T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, you said [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII], hi, my name is [PII], and I have a policy with you all, um, and I upgraded the policy and then, but I went to the dentist yesterday and I was
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Trying to get uh some services done um they um.
[CUSTOMER][NEGATIVE] Oh my a killing and they told me it wasn't covered so I'm just calling to check to make sure my policy was updated and and also just make sure that this I guess code isn't covered.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] What do you need to pull up the policy?
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes there, can I get your callback number first sir so that if the call is dropped, I'll be able to call you back.
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] Let's see, now this was I don't, I don't know if I kept the same policy number it used to be 691331.
[AGENT][NEUTRAL] OK, let me pull that up real quick, sir.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, the phone number is [PII]. The mailing address is [PII], and the email address is [PII].
[AGENT][POSITIVE] Thank you. I appreciate you verifying your policy for me. Let me look at it real quick. Um,
[CUSTOMER][NEUTRAL] Let's see, it's my time.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I changed it and.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] Uh, when did you change it? Because I'm showing that the effective date is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 24 is when I did it.
[AGENT][NEUTRAL] OK, let me look and see if I see anything.
[CUSTOMER][NEGATIVE] And I'm paying a a new premium, so.
[CUSTOMER][NEUTRAL] I know you all have it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And who do you have any information uh who you um.
[AGENT][NEUTRAL] Updated the policy with?
[CUSTOMER][NEUTRAL] Oh no, I mean that was like last year I have the form in front of me um.
[CUSTOMER][NEUTRAL] And that's why I know it's, it's that particular that that that's particular date and I guess if you check the premiums you should see a premium change because I pay, I'm paying a new amount now.
[AGENT][NEUTRAL] OK, let me look
[CUSTOMER][NEUTRAL] I can maybe go and look through my emails and see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, I can pull that up while you're doing that.
[CUSTOMER][NEUTRAL] I guess whoever gets to something first.
[AGENT][NEUTRAL] OK, so I do see that and um.
[AGENT][NEUTRAL] On [PII] you went from Plan C to Plan D. Plan C was $33.20 and Plan D is $43.50 for your premiums now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so let me go ahead and pull up your.
[AGENT][POSITIVE] Benefits for this new plan.
[AGENT][NEUTRAL] And let's look at it.
[AGENT][NEUTRAL] Give me just a minute while the computer pulls it in for me.
[CUSTOMER][NEUTRAL] Alright, and then I can give you the code too.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, what is the code that they gave you to check on?
[CUSTOMER][NEUTRAL] Uh, the letter D as in Derek 2393.
[AGENT][NEUTRAL] OK, thank you sir, and this is just to verify your benefits it's not a guarantee of payment.
[AGENT][NEUTRAL] I am not showing that that um.
[AGENT][NEUTRAL] Code is on your plan.
[AGENT][NEUTRAL] 2393. I'll make sure I got it correct. 2393, is that correct sir?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] The 2393, yes sir, that's not covered under this plan.
[CUSTOMER][NEGATIVE] OK, well, I'm gonna have to call back. I can't do it right now and cancel the plan because I'm trying to get coverage and what I'm getting I'm thinking a regular thing so last year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Before I updated it, I needed a bridge, and they didn't pay anything on the bridge and then so I had to pay $1400 or whatever I paid for the bridge. Um, I see a code in there for bridge. I don't know what's different from the bridge that I was getting all I know is I'm a patient and I'm thinking I'm getting regular things, bridges, fillings, root canals. I mean, I'm just knowing generic things. Obviously they have.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEGATIVE] Different codes associated with them. So I go and get my clean teeth cleaned yesterday and I had a cavity. So they give me the deal for the cavity and it doesn't show that you all are covering anything for them to fill the cavity. And so to me it's just the cavity. So I, I, I don't know how to line up what I'm paying for with the benefits that I'm getting, but right now it's it, it doesn't seem to be doing me any good.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] So I'm gonna, so what, so what's the cancellation procedure?
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Uh, I can cancel the policy for you now if you, I can cancel the policy for you now if you would like for me to do that.
[CUSTOMER][NEUTRAL] Cause I, cause I've had this.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] OK, so you can just do it with the verbal?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, let me, um, OK, I, I'm going to call back and and do that. I just, um, I wanna check on something first and then I'll just, when is the next premium due? Because do you see that?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Um, I can look for you, sir.
[AGENT][NEUTRAL] Uh, you're paid, uh, to [PII], so it's due [PII], so it's due now.
[CUSTOMER][NEUTRAL] OK, so if I cancel it today, will that then.
[CUSTOMER][NEUTRAL] Will I still have to make that payment?
[AGENT][NEUTRAL] Uh, it looks like you're on.
[CUSTOMER][NEUTRAL] Is that the
[AGENT][NEUTRAL] It looks like you're on automatic bank draft and that takes place around the [PII] of the month.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Give or take a couple of days for the bank to process it, but you're set up to do bank draft on the [PII] of the month.
[CUSTOMER][NEUTRAL] So that would have been [PII]?
[AGENT][NEUTRAL] Yeah, [PII] would have paid it so it'll bank draft again on [PII].
[CUSTOMER][NEUTRAL] Is what you say?
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] If I canceled it, would I get like I don't know if it's pro rata like I don't when I pay for it, I don't know what days it covers, uh but I guess it's covering the the upcoming month, right?
[AGENT][NEUTRAL] Yes, it's the [PII] through the first.
[CUSTOMER][NEUTRAL] The [PII], OK, so if I call back and cancel it, I guess will I be prorated a couple of days or whatever like with the with the refund and get most of it back.
[AGENT][NEUTRAL] No, sir. It just, um, the May has gone through and June is due now.
[CUSTOMER][NEUTRAL] But I'm saying
[CUSTOMER][NEUTRAL] When is June due though?
[AGENT][NEUTRAL] It will bank draft on the [PII].
[CUSTOMER][NEUTRAL] But I'm saying it just bank so when it just bank draft, what period does that cover the previous month or the month coming up?
[AGENT][NEUTRAL] The previous.
[CUSTOMER][NEUTRAL] I thought I was paying
[AGENT][NEUTRAL] So your pay
[CUSTOMER][NEUTRAL] [PII] the previous one.
[AGENT][NEUTRAL] Right, you're paid to June the [PII], so when it drafted.
[AGENT][NEUTRAL] On May that was for April got you paid to May the [PII] and now you'll be paying for.
[AGENT][NEUTRAL] June on the [PII], which will put you to [PII].
[CUSTOMER][NEUTRAL] OK, so it's after the month is over.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, OK, alright, alright, I will probably call back in about an hour.
[AGENT][NEUTRAL] OK. All right, sir.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright thanks.
[AGENT][POSITIVE] Uh, thank you. Is there anything else I can help?