AccountId: 011433970860
ContactId: 7d2e63f0-691b-43f9-a8ab-e8b17b010713
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318570 ms
Total Talk Time (AGENT): 142829 ms
Total Talk Time (CUSTOMER): 121338 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/7d2e63f0-691b-43f9-a8ab-e8b17b010713_20250113T17:01_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], and I'm trying to get information on my dental insurance.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with your dental insurance. Can you please give me your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] Um, I have an old one. I don't know if it's, um, correct or not. It's 0.
[AGENT][NEUTRAL] OK, that's fine you can do that.
[CUSTOMER][NEUTRAL] 02450778.
[AGENT][NEUTRAL] OK, let me pull that in real quick.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][POSITIVE] Real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you, uh, verify your date of birth for me, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And then what is your?
[CUSTOMER][NEUTRAL] That's [PII], yep.
[AGENT][NEUTRAL] What is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] I just gave you the phone number. Do you need me to repeat that?
[AGENT][NEUTRAL] No, ma'am. Is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes, it's the only number I have.
[AGENT][NEUTRAL] OK. All right. And then what is your address and your email address, please?
[CUSTOMER][NEUTRAL] My email would be [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't think you have my updated um address um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm thinking it's the [PII].
[AGENT][NEUTRAL] Yes, ma'am. Um, what is your current address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you very much for that information.
[AGENT][NEUTRAL] OK, you said you had questions about your policy, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to get online to um like make a copy because I have to see the dentist, and I can't seem to get online to do that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right, um, looking at your policies, uh, your policy with us, your dental is no longer active. It lapsed on [PII].
[CUSTOMER][NEUTRAL] But I just repaid it, um, reactivated, um, a few weeks ago.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, did you do that through your employer?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so when and, and we'll, we'll get that payment they um.
[AGENT][NEUTRAL] They'll send that payment into us, but when your policy is not active,
[AGENT][NEGATIVE] You can't use the online service center until it's activated again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you have a lapsed policy, you're not able to use it. Once we get the payment in from the group, the policy will be reactivated and you'll be able to use it again then.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so currently I don't have dental insurance even though it's active.
[AGENT][NEGATIVE] Right, as of right now, as of right now, it's not showing active.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][POSITIVE] Hm, OK. Thank you.
[AGENT][POSITIVE] OK. You're very welcome, Miss.
[CUSTOMER][NEUTRAL] Do you know how long it takes to
[CUSTOMER][NEUTRAL] For it to become active again?
[AGENT][NEUTRAL] It, it's all depending on when the in in when your um employer sends in the, the payment it'll and if they to get the check then it'll be reactivated once we receive the payment.
[CUSTOMER][NEUTRAL] OK, so if I went to go see a dentist soon, um, do I just hold the claims and resend it when it becomes active or, um, does it not retro, um,
[AGENT][NEUTRAL] So, your, your claims are covered and there's not a timely filing limit on your claims as long as you had coverage on the date of service. So the date that you go to the dentist.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] You'll have to have coverage on that date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. You're very welcome, Ms. [PII]. You have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.