AccountId: 011433970860
ContactId: 9a11eb29-6fd6-4e5d-9191-47691062ef7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 578520 ms
Total Talk Time (AGENT): 201555 ms
Total Talk Time (CUSTOMER): 257139 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/9a11eb29-6fd6-4e5d-9191-47691062ef7a_20250310T18:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, this is [PII]. I have a, uh.
[CUSTOMER][NEUTRAL] A policy with you, a dental policy, um, do you need more information?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, ma'am. May I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] OK, my contact number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. And then your policy number?
[CUSTOMER][NEUTRAL] Policy number is 00605031.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Look at
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, and I have you here. And Ms. [PII], can you verify your date of birth, your mailing and email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my email address is [PII].
[CUSTOMER][NEUTRAL] And mailing address [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And how may I help you with your dental policy?
[CUSTOMER][NEGATIVE] OK, we've been having trouble. You're not the only insurance company we've had trouble with with uh receiving our mail.
[CUSTOMER][NEGATIVE] And I cannot understand how uh this, um, I was supposed to pay $18.30 I think, in January, and I never, I have never gotten it. Are you are you're the ones that send like things with coupons? No, huh?
[AGENT][NEUTRAL] No, ma'am, but I'm also.
[CUSTOMER][NEUTRAL] I mean that
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] I, I wondered because I, I remember I don't, can we, can we do it um an automated uh bank draft?
[AGENT][NEUTRAL] Well, that's what I was getting ready to tell you. So I'm actually showing the policy has not been active since [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I wonder why. Because I've been to the dentist. I go every 6 months.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Talking about
[CUSTOMER][NEUTRAL] about
[CUSTOMER][NEUTRAL] you know
[CUSTOMER][NEUTRAL] I have a smaller
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So it looks like and it and maybe this is has something to do with the mail. So it looks like there was a payment for December, December, no, that's what it was with the billing amount.
[CUSTOMER][NEGATIVE] I just had to do that with another, uh, with another company because I mean I keep up with my things, but it's just a matter of I don't know, it gets lost our mail is not that great.
[CUSTOMER][POSITIVE] And that's why I wanted to start a um a bank thing.
[AGENT][NEUTRAL] So let's do this. Let me go ahead and reach out to customer service. Customer service is the department that works on the premiums, the bank draft, because your policy is no longer under the group or anything. So let me see what the options are to um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To see why it why it uh last. It looks like it was this payment here from December and then um how we can get you reinstated or what the options are, um, but that's the department that will help you. But oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says what the letter that I got today says although the premium due on the reference policy wasn't received during the grace period provided, we'd like to offer you an additional 30 days from the date of this letter. Now the date of this letter is [PII].
[AGENT][NEUTRAL] OK, so you still, um, so you received the letter, so yes, ma'am.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, so can we, can we go on the um.
[CUSTOMER][NEUTRAL] On the bank drafting?
[AGENT][NEUTRAL] Yes, so it's still customer service, but um, yes, they, they will give you, that is an option.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It said we have several payment options. Your monthly premium is shown above, but it may be paid quarterly, semiannually, annually, or conveniently monthly bank draft. OK, so when do y'all usually collect like semi annually or whatever? I, we can do it. Let's do it the bank if you have to take out, uh, so much a month for the bank thing, then that's fine.
[AGENT][NEUTRAL] Well, hold on, let me get you to customer service because that's the department that puts all that together for you.
[CUSTOMER][NEUTRAL] OK, thank you, and I'll tell him I got this letter, right?
[AGENT][NEUTRAL] Yes, I'll tell them for you, but yes, um, alright, so before I get you to customer service, was there anything else I can help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's it. You think maybe my dentist is not using this one? I have a couple of uh insurance um.
[CUSTOMER][NEUTRAL] Dental insurances because I mean I go every 6 months. In fact, I was due to go today but I had to I had to postpone it until Thursday because I had another appointment.
[CUSTOMER][NEUTRAL] So I, I don't know why.
[AGENT][NEUTRAL] Um, so
[AGENT][NEUTRAL] I'm not showing that any claims have been um sent in since [PII], so they may not be uh so they're not billing to this uh dental policy.
[CUSTOMER][NEUTRAL] Oh, you know what? I probably would have to do it myself, right? If they, if I have another.
[AGENT][NEUTRAL] Well, it's
[AGENT][NEUTRAL] Yeah, it depends.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] It's a
[AGENT][NEUTRAL] It depends. So some providers, they um have like, like a year, um.
[CUSTOMER][NEUTRAL] Yes, it depends.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] You know, they have like a deadline to where they keep the documents. Some of them have it and can go ahead and still bill. So, the way, yes, ma'am, you can, you do have the option to file it on your own as well.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, well, I think maybe that I don't know one of these times that I went, she told me something about she files one of them and then I would be, 00, I didn't wanna have to do that, you know, it seems like the dentist's office should be able to do that. But anyway, so let me talk to, um, let me talk to somebody in customer service and see what I can do. So I'm still on the list. I'm still able to um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] To get the insurance.
[AGENT][MIXED] Well, yes, since you received the letter, well, I think you would have been good either way, but since you've received that letter, yes, um, customer service would still help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK good.
[AGENT][NEUTRAL] Alright, was there, yes, ma'am. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Then transfer me to them.
[CUSTOMER][POSITIVE] I think that's it for today. Thanks a lot.
[AGENT][POSITIVE] Alright, well thank
[AGENT][NEUTRAL] You're very welcome, Ms. [PII], and thanks for calling APL. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Alright, alright.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ping
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. How are you doing?
[CUSTOMER][NEUTRAL] Hey [PII], how are you?
[AGENT][POSITIVE] I'm doing good. Oh, I forgot to say on the care team. Um.
[CUSTOMER][POSITIVE] That's all right.
[AGENT][NEUTRAL] Alright. Uh, I have a, um, insured on the other line. She received her continuation letter and um wants to try to get her services back with us.
[CUSTOMER][NEUTRAL] OK. Uh, what's the policy number?
[AGENT][NEUTRAL] Our policy
[AGENT][NEUTRAL] It's um 605-031.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, our policy was lapsed [PII]. Hold on.
[CUSTOMER][NEUTRAL] OK, but we just lapsed it at the end of.
[CUSTOMER][NEUTRAL] February. OK.
[CUSTOMER][NEUTRAL] Alright, you can go ahead and transfer and I'll talk to her. Is she fully verified?
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][POSITIVE] Thank you so much for holding. I have memory on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thanks a lot.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi Ms. [PII], how are you doing today?