AccountId: 011433970860
ContactId: 7870af02-e8f7-4463-8d0e-56403bce09b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398320 ms
Total Talk Time (AGENT): 178665 ms
Total Talk Time (CUSTOMER): 194468 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/7870af02-e8f7-4463-8d0e-56403bce09b9_20250211T19:18_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], my name is [PII].
[CUSTOMER][NEUTRAL] And I'm a Louis a secretary of state employee in [PII].
[CUSTOMER][NEUTRAL] And I can give you my reference number.
[AGENT][POSITIVE] Yes, ma'am, please, Ms. [PII], thank you.
[CUSTOMER][NEUTRAL] OK, it's 00604.
[CUSTOMER][NEUTRAL] 022.
[AGENT][NEUTRAL] OK, and Ms. [PII], just in case our call gets dropped, can I get your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEGATIVE] I received a letter saying that they hadn't received my premium from [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I didn't drop this. I didn't drop this claim. I mean this, this insurance.
[AGENT][NEUTRAL] OK, Ms. [PII], um, let me real quick verify your policy for security reasons. Um, what is your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, my phone number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII]. I appreciate you verifying that for me. So, what happened is we had a human error and letters went out.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Stating that the policy that the premium wasn't received and you received one of those letters in error, uh, you should have never received that letter. Your policy is active. You're paid to [PII] and everything looks good on your policy. You can go ahead and throw that letter away because you should have never received it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] And I am so sorry that, that it worried you. Um, I apologize for that.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] 00 yeah, that's, that's, that's perfectly fine and um.
[CUSTOMER][NEUTRAL] I guess I have another question since because I was just fixing to do with my.
[CUSTOMER][NEGATIVE] And I think I could do it every 5 years and um a tooth broke off of my partial.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I need, uh, uh, it's been.
[CUSTOMER][NEUTRAL] 5 or 6 years since I had one and I think in my policy I think it's every 5 years.
[AGENT][NEUTRAL] OK. All right. Let me pull your
[CUSTOMER][NEUTRAL] I could do uh
[AGENT][NEUTRAL] Get it fixed, you wanna get it fixed, is that correct?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Well, no, I, I really wanna get some more because, um, it like, it was like steps on, you know, and
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh, no. 00, I feel bad for you.
[CUSTOMER][NEUTRAL] Yeah, yeah, that.
[AGENT][NEUTRAL] OK. Yes, ma'am. Let me look at your um policy and do you wanna just verify that every 5 years is what your
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Alright, let's see, OK.
[CUSTOMER][NEUTRAL] Right, what it, what it is that.
[AGENT][NEUTRAL] You're seen as far as being able.
[AGENT][NEUTRAL] OK. Let me, let me pull up your um policy real quick that way.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] We can double check it for you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, partials and dent and this is just to verify your coverage. It's not a guarantee of payment, um, partials and dentures once every 5 years. You're correct about that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, that's what I, that's what I was thinking.
[CUSTOMER][NEGATIVE] Once every 5 years, but you said that's not guaranteed.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, you are correct.
[CUSTOMER][NEUTRAL] That's not guaranteed payment that's.
[AGENT][NEUTRAL] That's a disclaimer.
[CUSTOMER][NEUTRAL] Uh, no, I got, I got complete.
[AGENT][NEUTRAL] That's just a disclaimer that we have to give every person that calls when we give out benefit information.
[CUSTOMER][NEUTRAL] Uh, I'm, I'm, well, it confused me a little bit because I'm saying.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] Yes, ma'am. I'm very sorry.
[CUSTOMER][NEGATIVE] Yeah, cause if I mean if I have the coverage, I don't understand why not to pay me, you know.
[AGENT][POSITIVE] Cool
[AGENT][NEUTRAL] Right, I understand. Uh, it can be confusing. I apologize for that.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yeah, but, um.
[CUSTOMER][NEGATIVE] But anyway, how can you explain it to me why it can't be, I mean like I go in like I know the last time I paid up front and then they reimbursed me or whatever.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] But um,
[CUSTOMER][NEUTRAL] But uh I, I, I guess you can't explain it to me on how it, it may or may not be.
[CUSTOMER][NEUTRAL] Paid for or whatever.
[AGENT][NEUTRAL] It's all based on what the dental provider sends in for the claim.
[AGENT][NEUTRAL] So we say that because we don't know exactly what the dental provider's gonna send in on the claim until we actually receive it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, I, I guess that's a good way of recovering, OK, yeah, well, yeah, I understand. OK, well, thank you so much. I'm gonna go ahead and make this dental appointment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Yes, Ms. [PII] and I hope everything goes well for you at your appointment. We certainly appreciate you calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right. Well, you have a blessed day, ma'am.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][NEUTRAL] Bye bye.