AccountId: 011433970860
ContactId: 70bd6f85-3308-48ec-b3e2-c3962a98c54e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242809 ms
Total Talk Time (AGENT): 97407 ms
Total Talk Time (CUSTOMER): 117644 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/70bd6f85-3308-48ec-b3e2-c3962a98c54e_20250214T21:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you? This is [PII].
[AGENT][POSITIVE] Hello, I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Mm, I'm good, I'm good. Um, I have a member on the line. She has a dental policy and it looks like it's being um drafted from her employer, but she received a letter from customer service saying that um she, if she wants to keep the policy, she needed to send it back.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And she's calling about that letter and why she received that letter. She said this is the 2nd time and she don't know why she keeps getting letters like that when it's being drafted on her employer's check, uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, right.
[CUSTOMER][NEUTRAL] Uh, the policy number is 603404.
[AGENT][NEUTRAL] Alright, give me just a second so I can pull it up.
[CUSTOMER][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] Is it for [PII]?
[CUSTOMER][NEUTRAL] Yes, mhm. [PII]. Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. I can go ahead and take her.
[CUSTOMER][POSITIVE] OK, thank you. Here she comes. And I did fully verify everything, OK?
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] All right, perfect.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. I got Miss [PII] on the line. She's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you. You're welcome.
[AGENT][NEUTRAL] Hello, good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hello, uh, I was just advised that you received an electronic funds transfer from us. Is that correct? And it's about the 2nd time that you have been receiving it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so what I see here is that um the employer um possibly got a little bit behind with the payment, so the policy was lapsed. But then when we received the payment, um, the policy was reactivated back again. So when this happens, the system issues automatically a letter to the insured in case they want to keep the coverage. So it was mistakenly sent to you.
[AGENT][NEUTRAL] Um, you can disregard the letter and we hopefully, um,
[AGENT][NEUTRAL] Um, this won't happen again, so.
[CUSTOMER][NEGATIVE] But this, this what I don't understand. This is the state of [PII]. I've been doing this for about 30 years with y'all. Uh, why all of a sudden y'all getting late payments. Uh, I'm, I'm getting no letters like this.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I can't believe the state is not paying y'all timely. We've never had this problem before.
[AGENT][POSITIVE] Oh, we apologize for that, that.
[AGENT][NEUTRAL] That it's happening, but I really don't see more from there. It's just what the policy says.
[CUSTOMER][NEGATIVE] Cause my payroll sends this. I mean, I don't understand why y'all not getting the time. You've been getting it for years time.
[CUSTOMER][NEUTRAL] So all of a sudden we talking about the state of [PII], we're not talking about no, uh, you know, in the little thing. I mean, y'all been getting this for me almost 30 years.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yes, we understand, but it.
[CUSTOMER][NEGATIVE] Oh, why all of a sudden y'all not getting the money time?
[AGENT][NEUTRAL] I apologize, Ms. [PII], but I, I honestly do not have access to that type of information. I only see here from now.
[CUSTOMER][NEGATIVE] So I guess I call HR and find out what the problem is that they're not sending the uh paying these bills if y'all say y'all not getting it.
[CUSTOMER][NEUTRAL] Something wrong.
[CUSTOMER][POSITIVE] OK, well thank you then. I assume everything is OK.
[AGENT][POSITIVE] We hope so too. You have a nice day, Miss [PII].
[CUSTOMER][NEUTRAL] Uh-huh.