AccountId: 011433970860
ContactId: 7c01ac3c-7745-4273-92e3-c87c4a94437f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 460010 ms
Total Talk Time (AGENT): 149438 ms
Total Talk Time (CUSTOMER): 147999 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/7c01ac3c-7745-4273-92e3-c87c4a94437f_20250203T19:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I have insurance through American Public Life, and it comes out of my payroll check from I work for the state of [PII].
[CUSTOMER][NEUTRAL] And um I just got a call from my dentist for my daughter and it said they said that you also said that it wasn't active. I do remember getting a letter in the mail probably about a month ago now to ask uh because it said something about they didn't receive the premiums they looked into it while I was on the phone and said that was.
[CUSTOMER][NEGATIVE] Um, that letter was incorrect, uh, because I don't have anything to do with the payment. It comes directly out of my payroll, so I'm trying to check to see what's going on now a month later because the dentist is saying that you all aren't covering a bill because it's inactive.
[AGENT][NEUTRAL] What is your policy number, please?
[CUSTOMER][NEUTRAL] Policy number 606,270.
[AGENT][POSITIVE] 270 OK thank you.
[AGENT][NEUTRAL] And may I have your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your callback number please, if we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Appreciate that. One moment please.
[AGENT][NEUTRAL] Verify your complete mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] Yeah I is your email address, please.
[CUSTOMER][NEUTRAL] I'm I'm sorry you cut out. What did you say?
[AGENT][NEUTRAL] If you could verify your email address please.
[CUSTOMER][NEUTRAL] OK, and for some reason you're cutting out, but my email address is [PII].
[AGENT][POSITIVE] OK, thank you so much. One moment please.
[AGENT][NEUTRAL] Are you able to hear me now, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, one moment, just bear with me please. I'm just checking notes, please.
[AGENT][POSITIVE] OK. All right. Thank you so much for your patience and you're calling in regards to your, your daughter.
[AGENT][NEUTRAL] And that that the
[AGENT][NEUTRAL] Dentist's office said that he has termed, is that correct please Miss [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, you cut out again. I did hear, am I calling about my daughter and something about a dentist's office.
[AGENT][NEUTRAL] Yes, ma'am, about your policy being termed.
[CUSTOMER][NEUTRAL] Uh, yes, it says they, they said that it said that you all told them inactive and she said she had just gotten off the phone with a carer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Miss
[CUSTOMER][NEUTRAL] But I didn't hear anything about any insurance being termed, no.
[AGENT][NEUTRAL] OK. And Ms. [PII], may I place you on hold, please?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Payment one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mode of payment is one payment deducted as she stated.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Good afternoon, [PII]. This is [PII] in the claims department. I have an insured on the line who's calling in regards to her policy being termed, but she stated that it should not be termed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that she called before and said someone told her to disregard the letter. Are you ready for that policy number?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, OK, alright, ready.
[AGENT][NEUTRAL] OK, it is 606-270.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 606-270
[AGENT][NEUTRAL] Yes, yes, and I have the policy holder on the line, um, [PII].
[CUSTOMER][NEUTRAL] Alright. And give me just a second because I was working on a policy coverage and it is asking me for notes, so give me just a second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK, and [PII], all right, I got it.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] And she is still with her employer?
[AGENT][NEUTRAL] Yes, she states that she um this is payroll deducted and her call back number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. I got it. Is there any other question?
[AGENT][NEUTRAL] No, she just wanted to know um.
[AGENT][NEUTRAL] Actually her it was a bill for her daughter's um.
[AGENT][NEGATIVE] Dental visit and it was not paid because it shows that the policy is termed, but she says that is not true and she also said that she called um before and someone told her to uh disregard the letter but nonetheless the policy shows termed and we didn't pay, so it shows termed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I got it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, all right, thank you so much. One moment please, [PII]. Thank you.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Thank you for your patience. I have [PII] on the line.
[AGENT][NEUTRAL] She further in regards to your policy being termed, it shows termed, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yes, ma'am. Thank you so much, Ms. [PII]. You have a good day and thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Yes ma'am bye bye.