AccountId: 011433970860
ContactId: 92f8ee25-55f3-43b2-af09-8a778b967858
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 524299 ms
Total Talk Time (AGENT): 191877 ms
Total Talk Time (CUSTOMER): 269811 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/92f8ee25-55f3-43b2-af09-8a778b967858_20250214T21:23_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, uh, I, I got a letter from you all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I, I don't know why I'm still getting this these letters I talked to y'all once and they keep sending them to me.
[AGENT][NEUTRAL] Is it an explanation of benefits?
[CUSTOMER][NEGATIVE] Yeah, it keeps telling me I don't have no insurance with you all and if I want to maintain it uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, that I, I need to, uh, pay it.
[CUSTOMER][NEGATIVE] Now I don't know why they keep sending this stupid letter out here to me when you all are draft.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] More than likely because we're getting um the, the claims from your provider. That's the only reason we will send something to you is if we're getting pro uh claims. I can check and see if that's the case.
[CUSTOMER][NEUTRAL] You ain't get no claim, ma'am. I ain't a dentist. That's the one thing about it, y'all making money off of me cause I ain't been going to the dentist. It says that although your premium due on the reference policy wasn't received during the grace period as a valued customer, we'd like for you to offer you an additional 30 days from the date of this letter to submit your premium due.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] This is a one time offer.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] I don't know why y'all sending me this because y'all are taking this out of drafting it out of my check before I even get it.
[CUSTOMER][NEGATIVE] This is the 2nd time y'all said this. The 1st time y'all said it was a mistake or error, but you don't send it again.
[AGENT][NEUTRAL] Mm, I can check and see what's going on. What is the policy number?
[CUSTOMER][NEUTRAL] 00603404
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And for verification, I need your date of birth and your address.
[CUSTOMER][NEUTRAL] [PII]. I am talking to you all there.
[AGENT][NEUTRAL] Yes, I just need to make sure that I have the correct person and that I'm not giving information to the wrong person.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEGATIVE] I make sure I'm talking to the right people too cause there's so many scams going on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, this is American Public Life.
[CUSTOMER][NEUTRAL] as well.
[CUSTOMER][NEUTRAL] 9 1257.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you said you have called before to have this um policy terminated?
[CUSTOMER][NEGATIVE] No, ma'am, I didn't say that. I ain't say nothing like that talking to you.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I said you all have been taking this out of my check for years.
[CUSTOMER][NEGATIVE] Why y'all sending me this because you continue to take it out.
[CUSTOMER][NEGATIVE] But this is like I have stopped paying y'all and you're trying to keep me as a customer.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] OK, if you stop paying us, do you want to continue the policy or do you want to cancel this policy? What are you trying to do?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] What are y'all trying to do?
[CUSTOMER][NEUTRAL] That's the question.
[AGENT][NEUTRAL] We wanna know, OK, we wanna know if you want.
[CUSTOMER][NEUTRAL] Because I'm, I'm calling because y'all sent me this letter.
[AGENT][NEUTRAL] OK. So basically, that letter is just asking you, do you want to continue the policy or you want to cancel the policy?
[CUSTOMER][NEGATIVE] OK, but why am I, why are you asking me to do this when you started taking out of my account?
[AGENT][NEUTRAL] Are you still with social services?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it's still drafting out of your account with social services, out of your check. It never stopped. OK. All right.
[CUSTOMER][POSITIVE] It never stopped.
[CUSTOMER][NEUTRAL] I told them that last time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And they said there was an error.
[AGENT][NEUTRAL] OK. Um
[CUSTOMER][NEUTRAL] But they sitting on the same level again.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] On the signature of that letter, do you see like a department or a name?
[CUSTOMER][NEUTRAL] Uh let me see.
[CUSTOMER][NEUTRAL] No, it's just an electronic funds transfer authorization.
[CUSTOMER][NEUTRAL] Uh, attached and it says return this portion with your premium payment.
[AGENT][NEUTRAL] OK, alright, let me just.
[CUSTOMER][NEGATIVE] It just says silly customer service department. Ain't nobody signed this or nothing.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Customer service. OK, let me get you to customer service department. OK, one moment.
[CUSTOMER][NEUTRAL] You wouldn't know what it is?
[AGENT][NEUTRAL] Uh, it was sent by the customer service department, so in order to know why they send that letter, I will have to get in touch with them because we're just a care team we we receive the calls, we see what happened, what what was sent or if the policy is active, if it's not the benefits we can handle that. But when they send the letter and it has a specific department, we need to get to that department to see why that letter was sent, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hello, I'm doing good. How are you?
[AGENT][NEUTRAL] Mm, I'm good, I'm good. Um, I have a member on the line. She has a dental policy and it looks like it's being um drafted from her employer, but she received a letter from customer service saying that um she, if she wants to keep the policy, she needed to send it back.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And she's calling about that letter why she received that letter. She said this is the 2nd time and she don't know why she keeps getting letters like that when it's being drafted out of her employer's check. Uhhuh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, all right.
[AGENT][NEUTRAL] And the policy number is 603404.
[CUSTOMER][NEUTRAL] Alright, give me just a second so I can pull it up.
[AGENT][NEUTRAL] Mhm, sure.
[CUSTOMER][NEUTRAL] Is it for [PII]?
[AGENT][NEUTRAL] Yes, mhm, mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right. I can go ahead and take her.
[AGENT][POSITIVE] OK, thank you. Here she comes, and I did fully verify everything, OK? Thank you. Thank you for holding and being patient for me, Miss [PII]. I got Miss [PII] on the line. She's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] All right, perfect.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello, good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hello. Uh, I was just advised that you received an electronic funds transfer from us. Is that correct? And it's about the 2nd time that you have been receiving it. Mhm. All right. So, what I see here is that um the employer um possibly got a little bit behind with the payment. So the policy was lapsed. But then when we received the payment, um, the policy was reactivated back again.
[CUSTOMER][NEUTRAL] So when this happens, the system issues automatically a letter to the insured in case they want to keep the coverage. So it was uh mistakenly sent to you. Um, you can disregard the letter and we hopefully, um,
[CUSTOMER][NEGATIVE] Um, this won't happen again, so that's what I don't understand. This is the state of [PII]. I've been doing this for about 30 years with y'all, uh, why all of a sudden y'all getting late payments? I, I, I don't get no letters like this.
[CUSTOMER][NEGATIVE] I can't believe the state is not paying y'all timely. We never had.