AccountId: 011433970860
ContactId: 6ec426e0-fc74-4930-a537-fd51b7241791
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 569440 ms
Total Talk Time (AGENT): 241816 ms
Total Talk Time (CUSTOMER): 178353 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/6ec426e0-fc74-4930-a537-fd51b7241791_20250122T19:58_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah hello this is uh [PII] calling.
[AGENT][NEUTRAL] Yes, Mr. [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Well, I'm calling uh because I was uh I had a dentist appointment today.
[CUSTOMER][NEGATIVE] And for some reason, uh, I was, uh, I was told that for some reason my insurance, uh, canceled last August.
[CUSTOMER][NEGATIVE] And nobody, nobody called me and, and told me anything about it. I didn't receive a phone call or anything.
[CUSTOMER][NEUTRAL] Well that was news to me. Now I'm here at the dentist's office to get some work done and, and I don't have my insurance.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] American Public Life. I, I, they spoke to somebody named [PII] there.
[AGENT][NEUTRAL] OK. Well, let's look at your policy, sir. I'm, I'm very sorry about that. What is your, did you, do you have your card there with you? Does it have your policy number, sir?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me, let me look.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] See uh if I have it anymore.
[CUSTOMER][NEGATIVE] It was getting so worn out.
[CUSTOMER][NEUTRAL] But I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Hey how are you doing?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEGATIVE] It's getting so worn out that I now I don't, now I'm not seeing it here in my wallet.
[CUSTOMER][NEUTRAL] How about a phone number uh.
[AGENT][NEUTRAL] Well, let's look and see if we can't find it by your name. um, and it's, uh, OK, so you said um [PII]. Is that, is that correct?
[CUSTOMER][NEUTRAL] Yeah, the last, the last name is spelled [PII]
[AGENT][NEUTRAL] I'm sorry. OK, I do apologize, sir. OK. You said [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, you remember her name.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I can give you a phone number uh.
[CUSTOMER][NEUTRAL] You know that.
[AGENT][NEUTRAL] If I can have your social security number, sir?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] You need the whole thing?
[AGENT][POSITIVE] Yes, please, sir. I'm sorry.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] OK, it's uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. Let me see if I can't find it that way.
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] Uh, let me see if I can't find it that way, sir.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And if I could just have a, a phone number please, sir, just in, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much. Let me see what I can find here.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is universal tracking, does that sound right? That.
[CUSTOMER][NEUTRAL] My trucking company?
[AGENT][NEUTRAL] Is that
[AGENT][NEUTRAL] Yes, sir. That's, yeah.
[CUSTOMER][NEUTRAL] No, the truck, the truck company is Dart Transit Company.
[AGENT][POSITIVE] That's right. Yes, yeah, it says this is uh universal tracking doing uh DBA DART. OK, yes, thank you. I appreciate that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Now because this is your employer, what they do is they will send us.
[AGENT][NEUTRAL] An electronic spreadsheet letting us know um who is eligible, who's with the you know, who's with the program, the policy, and who isn't, um, and we received on [PII].
[AGENT][NEUTRAL] We received a a follow-up, um,
[AGENT][NEUTRAL] Electronic submission from
[AGENT][NEUTRAL] Dart transport from your employer.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That that stated that this policy lapsed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With a lapse date in August. Now we don't, um, the only way that we would lapse the policy is if we receive something from your from your employer, and that is indeed what has happened is that for whatever reason we received um uh information from DART.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEGATIVE] That this policy was lapsed.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And that is what we are showing it is, is laps. No, that would be something that you would need to contact because because they're the ones who told us, otherwise we would never know, um.
[CUSTOMER][NEUTRAL] Oh well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well, I know, I know why that happened because I was off, uh, off work for almost a whole year.
[CUSTOMER][NEUTRAL] I had uh cancer and I had two surgeries and I just went back to work on [PII] finally.
[CUSTOMER][NEUTRAL] So that's probably why because I hadn't been working for, you know, almost a year.
[AGENT][NEUTRAL] Yes, sir. It could, it could be, um, that could be what it's, uh, it happened, um.
[CUSTOMER][NEUTRAL] Yes sir
[AGENT][NEUTRAL] But that is how we receive that.
[CUSTOMER][NEUTRAL] So they're gonna have to call you to reinstate it or what?
[AGENT][NEUTRAL] Yes, sir, that is exactly what happens is that they would have to reinstate your insurance, um, and what they do is that, as I mentioned before, they, they just send us an electronic spreadsheet saying yes, this person is still with the, with the program or they're not, um, and that is what we would need, sir, in order to and then uh we would, um, they tell us what date it is that they, that they are reinstating it.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is what has happened.
[CUSTOMER][NEUTRAL] I wonder if they can do that do that today.
[AGENT][NEUTRAL] Well, I would contact them. I would contact your HR department. Um, I don't have a contact name, unfortunately.
[AGENT][POSITIVE] Um, but you may want to contact them and see if they can if they will do that for you. Now I will tell you that under normal circumstances, you know, it, it doesn't normally work that fast, but it's usually, you know, it, we don't get the information we don't get the electronic filing that quickly, but if they will send it to us, we will, we will get it, uh, we will get it, um, uh, taken care of. It'll go through our customer service and we'll get it taken care of as quickly as possible, um.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] You know, so it, it maybe we could make, you know, maybe we could get it done today if they will get the information to us fast enough. It's just that that is what has happened that they did, they've got to send us that spreadsheet telling us to unlapse the policy as of such and such a date.
[CUSTOMER][NEUTRAL] OK, alright, well let me give them a call see what I can have get done.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] Do you have, uh, um, do you happen to have a, uh, a pen and paper there? Because I can give you your, your policy number. That way we don't have to, we don't have to go through your, your name or or social security number again.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Your name
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your, your policy number is 772.
[AGENT][NEUTRAL] 420.
[CUSTOMER][NEUTRAL] 773.
[AGENT][NEUTRAL] 420.
[CUSTOMER][NEUTRAL] 42
[CUSTOMER][NEUTRAL] 420.
[AGENT][NEUTRAL] 0.
[AGENT][NEUTRAL] That's right. That's your entire policy number, 772-420. And uh
[AGENT][NEUTRAL] If you would just do that for us, please, sir. Yeah, just let us uh contact your HR and and see what we can see what we can do.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, 6 digits, right? 772-420.
[AGENT][POSITIVE] That is it. That is correct.
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] Alright, well, let me call them and see what they can get done today.
[AGENT][NEUTRAL] OK. Is there anything else at all that I may help you with?
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] No, that should, that should be it.
[AGENT][POSITIVE] OK, well thank you for contacting APL. You have a very good day sir.