AccountId: 011433970860
ContactId: 7e5b387e-0284-465c-95a4-da010817c4d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359540 ms
Total Talk Time (AGENT): 186335 ms
Total Talk Time (CUSTOMER): 164058 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/7e5b387e-0284-465c-95a4-da010817c4d5_20250307T13:45_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling regarding my dental insurance. I was checking with my daughter on some other things, and I had her checked to see the last time I paid a premium, and she said it was September, and I haven't received any mail from you, um.
[CUSTOMER][NEUTRAL] And I find that strange so I had her go ahead and send the premium, but I need to figure out what's going on. This has happened before.
[AGENT][NEUTRAL] Oh, OK. I'm, I'm sorry to hear that. Um, [PII], let's, let's look that up. Um, what is your policy number, please?
[CUSTOMER][NEUTRAL] Is there any other way you can pull it up? I'm legally blind and I wouldn't be able to find it on the, and I haven't received anything in a minute.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] If I can
[AGENT][NEUTRAL] Oh OK, yes, of course. Let's see we can't find something else.
[CUSTOMER][NEUTRAL] My name is [PII]. My address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much. And if I could just verify your date of birth and your phone number, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][POSITIVE] Thank you very much. I'm just looking that up now.
[CUSTOMER][NEUTRAL] You just
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let's see what we have here.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] It looks as though your policy lapsed as of [PII]. However, if your, if your daughter just send in a payment, and I don't understand why it normally these things are taken out of, uh, I mean, you can have them taken out of your uh checking account or, or, you know.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh-huh. Well, I retired. It was payroll deduct and then when I retired they were, you know, I, I didn't have a problem getting a bill until this past year.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, that's strange because now I've got your address, uh, as, as you on [PII], um, so I'm not really sure why you, uh, why you, now, we don't have any, any claims that have been denied, so that's good. Um, but.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right. Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh thank goodness because my husband did go about 2 weeks ago maybe.
[CUSTOMER][NEUTRAL] So that's gonna be coming up so hopefully this all be corrected. Well, it's laps the [PII], so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's the payment is mailed um is there any way you can take a payment over the phone and then it'll also be.
[AGENT][NEUTRAL] I wish that we were able to do that. We're not set up in any way to do that, but if your, if your daughter has sent in a payment, what will end up happening is that they will reinstate it. Now, any claims that have been denied, uh, what they will do is they will, uh, um, review those for payments uh once that payment is received, uh, but we do have your, your correct address, um, and so I'm not really sure, uh, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] [PII], why you're not getting it, but um, yeah, but uh but you, but you should be getting that, uh, once we get that payment, what they'll do is they will go ahead and reinstate it. And then if there is anything that's denied, then they'll go ahead and pay it. Now, uh, it's, um, is there anything, uh, is this the only thing that we need to do is just look out for that payment? Is there, did you have any other questions about your, OK, all right.
[CUSTOMER][NEUTRAL] What's going on?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah I think so.
[CUSTOMER][NEUTRAL] No, no, because actually I just had her check because you, there was another, uh, policy the mail is like 2 weeks late and I was like, OK, so it got there and that got there and [PII] said, well check this one, the dental, um, and I knew she had paid another policy in January, so this was the only one so those three of the ones I mainly check on um to make sure they're paid.
[CUSTOMER][NEGATIVE] And I just don't understand. I guess the, the, you know, the explanation of benefits, but why the bill.
[AGENT][NEUTRAL] Yeah, because it's there, we do have your, we do have your address. Um, now they, one of the things that they will, uh, once we get this reinstated, one of the things that your daughter may want to do is, um, you can get this so that it comes out of your checking account, uh, if you would like to do that, um, but we, we will contact, uh, but we need to get it reinstated first, so we need to get that, that first payment in and then what we can do is, um, uh, if you, if you want to do that, then you can contact our.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, customer service department and they will do that. But, but what I'm gonna do is I have, I'm on the lookout now for your check and then once we do that we can get that reinstated and then begin the process of of getting everything taken care of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thank you so much [PII]. So it's sent through Chase, so I don't know how long it'll take to get to because it doesn't do electronic. It just does mail.
[AGENT][NEUTRAL] Oh, yes. Yeah, that's, well, but, but, you know, once we do get it, that's, uh, that's the main thing is that once we do get it, um, then, uh, on our part, we can usually get that taken care of within 2 to 3 business days.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and when is the next premium due?
[AGENT][NEUTRAL] Uh, usually your premium is due on the [PII] of the month, so what will end up happening is that you'll probably end up getting something letting us know that, that, you know, you, you've reinstated, um, but, uh, but you know it they get the March bill at that point and what we're going to do is once we we can't really do anything until we get it reinstated, but once we get that, uh, reinstated then we can get back to our customer service department and see what we can do about getting this, um, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Resolve, yeah.
[AGENT][NEUTRAL] any other, any other, yeah, like your March payment, your March payment, if, you know, if that is indeed what needs to be done.
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][POSITIVE] Oh great. OK, thank you.
[AGENT][POSITIVE] OK, well thank you for contacting AT have a good one.