AccountId: 011433970860
ContactId: 9166dcf7-8636-4370-a825-658f5f37acb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319589 ms
Total Talk Time (AGENT): 188534 ms
Total Talk Time (CUSTOMER): 107985 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/9166dcf7-8636-4370-a825-658f5f37acb0_20250212T20:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII], uh, in claims department. I have a Mr. uh, [PII], um, with a dental policy, and, uh, normally, uh, he's, uh, he's saying that he's gotten a bill from us, um, and it looks like his, his policy was just reinstated, um.
[CUSTOMER][NEGATIVE] Is it he's wanting to know why that normally the the money comes out of his check and he doesn't get a bill like that is that something that customer service does or I was trying to find it on guru and I can't.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the number?
[CUSTOMER][NEUTRAL] His policy number is 006.
[CUSTOMER][NEUTRAL] 04713
[AGENT][NEUTRAL] Why is she reinstated?
[AGENT][NEUTRAL] Boston air.
[AGENT][NEUTRAL] He didn't get a bill from us. Is he talking about a claim that he got a bill on?
[CUSTOMER][NEUTRAL] No, he's saying he's received a bill from us asking for the um and uh when um
[CUSTOMER][NEUTRAL] I'm not, I'm not finding anything to show that, that we, you know.
[CUSTOMER][NEUTRAL] But he said, he said that he's actually received a bill from us, uh, and that, and that, uh, you know, it's asking for money from um APL.
[AGENT][NEUTRAL] He couldn't have gotten a bill because we he's set up on a payroll deduction.
[CUSTOMER][NEUTRAL] He is? OK.
[AGENT][NEUTRAL] There's
[AGENT][NEUTRAL] Yeah, there's no notation of a bill.
[AGENT][NEUTRAL] Let me check image real quick.
[AGENT][NEGATIVE] And he's paid current, so he shouldn't have received anything.
[CUSTOMER][NEUTRAL] That's what was kind of confusing because I did, I just couldn't see where he was.
[AGENT][NEUTRAL] I bet you he's talking about something about a claim.
[AGENT][NEGATIVE] I bet you he got a bill because we didn't pay something or he owes something so he's thinking we're billing him, but it's not us, you see what I'm saying because I've had them say that and I went back and around and I finally realized that a claim was processed and I guess they owe so the provider is billing them and they think it's from us.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I see. OK, yeah, because I see where we took out, uh, uh, uh, it looks like we took out a, a the $50 deductible on something in January. So, oh well, that was OK, OK, yeah, [PII], I appreciate that, yeah, because I, I didn't, I, that is not the at all what I was thinking was going on, so, um, I figured.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Wait a minute, hang on.
[AGENT][NEUTRAL] Wait a minute. Somebody did.
[AGENT][NEUTRAL] He got an off group letter. That's what he got. It wasn't a bill, it was an off group letter.
[AGENT][NEUTRAL] Um, yeah, go ahead and off group letter it goes out if the policy is portable, if they can keep it on their own and pay us directly, that's what we normally call portable, um, but once they are canceled for whatever reason, nonpayment or the group notifies us if the policy is portable, a letter goes out automatically.
[CUSTOMER][NEUTRAL] And, and what is that?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Letting them know that, hey, you're no longer active. Now you are, if you wanna keep it. Well, no, you're no longer active. Now, if you wanna keep it, here's your options. Um.
[AGENT][NEUTRAL] But he shouldn't have got it. I guess something was going on. I don't know what was going on, but he shouldn't have got it. Um, go ahead and transfer him to me and I'll just let him know to disregard he is on payroll deduction and he is current. I think there was some kind of mishap with this Louisiana group, the whole state of [PII] kind of got messed up, but I think they fixed it.
[CUSTOMER][NEUTRAL] OK. Well, [PII], I appreciate that and I did verify all of his information and uh the, the [PII] uh area code number that you're going to see, you know, in the, in that little box, the Amazon box, that is verified as his phone number.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK. All right. I'm ready. Thank you.
[CUSTOMER][POSITIVE] OK thank you very much
[AGENT][NEUTRAL] Good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] Yes, good afternoon.
[AGENT][NEUTRAL] Hi, this is [PII] in the customer service department and the representative you were speaking to transferred you to me so I could assist you further with that bill that you got that letter that you got.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I just wanted to explain to you that um you shouldn't have got that letter. I do apologize for the confusion. You are still being payroll deducted, so your employer is still paying your premiums and we're still billing them.
[AGENT][NEUTRAL] We had a clerical issue with the group um that caused the policy not to be paid and to cancel so that's why you got that letter but we fixed everything and you are paid current you are paid to [PII], which is normally the correct paid to date around this time because the group pays their bill towards the end of the month for the month that they're in.
[AGENT][NEUTRAL] Um, you are active. So again, I do apologize but you shouldn't received that letter so you can just disregard it. We don't need you to do anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. You have a wonderful day and is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, I'm fine, thank you.
[AGENT][POSITIVE] Thank you for calling APL and thanks again bye bye.
[CUSTOMER][NEUTRAL] Bye bye.