AccountId: 011433970860
ContactId: 7fbba28a-9b83-43bc-91af-b92a63a2c1d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325410 ms
Total Talk Time (AGENT): 131038 ms
Total Talk Time (CUSTOMER): 192402 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/7fbba28a-9b83-43bc-91af-b92a63a2c1d7_20250217T22:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] This is [PII]. OK. This is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Ever since I received my notice in in [PII], I have been reinstated with the APL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For my American dental insurance.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And I have not had a premium taken out yet.
[AGENT][NEUTRAL] OK Ms. [PII].
[CUSTOMER][NEGATIVE] And I call, I keep calling and calling and calling and I still don't see it.
[AGENT][NEUTRAL] OK, we're gonna get you some help today. um, can you give me your callback number just in case our call is disconnected and your policy number please?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And my policy number is 00453704.
[AGENT][NEUTRAL] OK, let me look up that policy.
[CUSTOMER][NEUTRAL] And I called out for the last time on [PII].
[AGENT][NEUTRAL] OK, Ms. [PII]. OK. All right. So, um, we're gonna need to verify your policy. Can you give me your date of birth, please, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] Yes. And then also, we're gonna need to verify your address, your phone number.
[AGENT][NEUTRAL] Which is the number that you called, you called on, and your email address.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yes. Uh-huh.
[AGENT][NEUTRAL] OK, so just your address and email address please.
[CUSTOMER][NEUTRAL] OK. It's [PII] [PII] OK, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Thank you. And then what is your physical address?
[CUSTOMER][NEUTRAL] And my
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Sorry about that.
[AGENT][NEUTRAL] OK. No, that's OK. You did fine. OK. So I'm showing that you're paid to.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you won't be due again.
[AGENT][NEUTRAL] Until [PII].
[AGENT][NEUTRAL] And your draft date is the [PII] of the month, so you will need to give or take a couple of days for the policy to draft after the first of the month, yes.
[CUSTOMER][NEUTRAL] So, March would be the next [PII], [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's when they'll take it out.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Now, they said that um February was gonna be the [PII] of the month that it was gonna be taken out and it never was, and I called on the [PII], I think, or the [PII].
[CUSTOMER][NEUTRAL] And um they said in January, I'd have to pay for it in February. And now you say I have to wait until the [PII] month on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, and I'm showing that it's set to draft on the [PII] and it's gonna draft the additional amount of $19 for February's payment.
[CUSTOMER][NEUTRAL] OK. So what I have, uh,
[CUSTOMER][NEUTRAL] 19 and 19 then?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I have 2 19s.
[CUSTOMER][NEUTRAL] OK. 19 plus 19 equals $38 for my
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, premium then just for this, just for these two months.
[AGENT][NEUTRAL] Yes, ma'am. That's what I'm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes ma'am, that's what I'm showing that it's um set up to draft on [PII] and they're gonna draft an additional $19 for February's payment.
[CUSTOMER][POSITIVE] OK. I feel better about it. I keep calling and calling and I'm just gonna call up. If it doesn't come out of the first, you're gonna hear from me again.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Well, give or take a couple of days for the bank to process the payment.
[CUSTOMER][MIXED] Yes, I'll give him a couple of days. But I have a, you know, you, it might not be much, but I do miss it when it doesn't come out.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, I unders.
[CUSTOMER][NEUTRAL] And I say, well, what did I do now? Yeah.
[CUSTOMER][NEUTRAL] I know cause I have the paper here with my uh my bank account number and my, uh, you know, the bank routing number. So I know I've sent it because this is a copy, so there shouldn't be anything wrong.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. I will wait till the [PII] now. OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Uh-huh. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.