AccountId: 011433970860
ContactId: 9a80b392-b57f-4924-b055-9b5a622670a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1187199 ms
Total Talk Time (AGENT): 260452 ms
Total Talk Time (CUSTOMER): 729450 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/9a80b392-b57f-4924-b055-9b5a622670a1_20250310T19:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] Um, uh, this, I know it's about billing. I just, I need a new call, but I'm trying to see why they didn't take out.
[CUSTOMER][NEUTRAL] The, uh, premium for my, uh, insurance this month for the month of, uh.
[CUSTOMER][NEUTRAL] This is March.
[AGENT][NEUTRAL] You said why it has not been deducted?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and do you have your policy number with you?
[CUSTOMER][NEUTRAL] Uh, how long do I have?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on, hold on. I'm gonna need a new card anyway. y'all cards papers or plastic.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Paper.
[CUSTOMER][NEUTRAL] Oh, that's what I got. OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I, I got a got the cover on it, but.
[CUSTOMER][NEUTRAL] See on um is this it, yeah, uh, my policy number.
[CUSTOMER][NEUTRAL] Uh 00613016. I think that's it or even my group number is LA.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that's it. That's it, the one you gave me.
[AGENT][NEUTRAL] And what's a good phone number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that, [PII]. One moment.
[CUSTOMER][NEUTRAL] The box.
[CUSTOMER][NEUTRAL] Sometimes it'd be running a little late when they taking it out of my account, but I, I would just make it.
[AGENT][POSITIVE] Yeah, that is correct.
[AGENT][NEUTRAL] OK, let's see what we can find.
[CUSTOMER][NEUTRAL] true that the new and not just the physical problem. It's more ways to treat even more types of cancer. It's true. OK true. See all the types of cancer. Keytruda is known for it. [PII] and ask your doctor if Keytruda could be right for you.
[CUSTOMER][POSITIVE] Weight loss medications you can actually afford, yes, if you qualify as healthy, providers who prescribe GOP1 medications like Olympic and that are 90% less expensive, all 100% online shipped directly to your door. That's right, GOP1 for as little as $25 a month, shipped directly to your door. Don't for doctors visits waiting in line at the pharmacy, just text the word tool to 200-300 dollars right now to see if you qualify.
[AGENT][NEUTRAL] [PII], verify your date of birth and your uh mailing address for me.
[CUSTOMER][NEUTRAL] [PII] and what else?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] What's, I mean, I'm sorry, what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Wasn't the Super Bowl in Baton Rouge this year?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Did you go?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, uh, not after that man killed all them people on [PII].
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I won't go down in [PII].
[CUSTOMER][NEUTRAL] It, it, I don't know how the Mardi Gras turned out, but I didn't go.
[AGENT][NEUTRAL] Yeah, that was this past weekend, this past week.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I had wanted to go, but I, um, I don't wanna get killed and shot up just for being, you know.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Mhm. Please wanna play it, play it safe.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Some people still went to [PII], folks gonna go regardless.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] What type of policy do you have, [PII]?
[CUSTOMER][NEUTRAL] The dental.
[CUSTOMER][NEUTRAL] That's the demo. That's all.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And she when she was.
[AGENT][NEUTRAL] You know, I'm showing that your dental is lapsed.
[CUSTOMER][NEUTRAL] And on the ground.
[AGENT][NEUTRAL] Effective [PII].
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] Mhm, no, it ain't because they uh they took the money out. No, ma'am.
[AGENT][NEUTRAL] Let me look, let me look at your, let me look at your notes.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm gonna look on my account.
[CUSTOMER][NEUTRAL] just to find out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Oh, let me see. Let me see. I think I know what may have happened.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Let me go back to my.
[AGENT][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] So they've not deducted the February. It's usually around the end of the month from what I can see.
[CUSTOMER][NEUTRAL] The last time they took a payment I was [PII].
[CUSTOMER][NEUTRAL] $33.20. I got it on my checking account.
[AGENT][NEUTRAL] OK, I, I see, I think I see what has happened. Give me a second.
[CUSTOMER][POSITIVE] Please straighten it out.
[AGENT][NEUTRAL] Yeah, let me see.
[CUSTOMER][NEUTRAL] Yeah, well, OK.
[AGENT][NEUTRAL] You said it was [PII]?
[CUSTOMER][NEUTRAL] Yeah, the, the last payment was [PII], $33.20.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] Mhm, yeah, that's your monthly.
[AGENT][NEUTRAL] What we deduct each time.
[CUSTOMER][NEUTRAL] The 3 to pay back 3.
[CUSTOMER][NEUTRAL] $30.
[CUSTOMER][NEUTRAL] 20 days later.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] Miss [PII], the first time that morning.
[AGENT][NEUTRAL] I'm gonna place you on a brief hold, OK?
[CUSTOMER][NEUTRAL] Yeah, cause it's supposed to come out again on the [PII] or the [PII].
[AGENT][NEUTRAL] Mhm. Mhm. Right. Give me one second.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Give me a few moments, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh there told me that uh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Working at you know
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yes sir, I'm
[CUSTOMER][NEUTRAL] Um, I guess
[CUSTOMER][NEGATIVE] You have been in the case these days somehow. Tell me what happened here with the uh loan actually, I uh yeah I did borrow money and um I call him he's aware that, you know, where I said you don't work, you don't get paid. I have to.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Take the sick days or whatever so I don't work I don't get paid, which means my check is.
[AGENT][NEGATIVE] Go the coughs today.
[CUSTOMER][NEUTRAL] So I, I that happened I think I missed. I wasn't quite. I never missed a payment on my house, so I did it's a loan [PII] anyway, OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Um, money to people ask me you tell he has people that owe him money right now, probably over $400,000 and I asked him, what else are you supposed to buy a seat? He just mad because I got.
[CUSTOMER][NEUTRAL] I just want to get there.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][POSITIVE] You're looking good.
[CUSTOMER][NEUTRAL] can't.
[CUSTOMER][NEUTRAL] You do the same job. I never look like that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] Ches practices will be this for when he returned and that out.
[CUSTOMER][NEGATIVE] I first began it was around the 16 to $17 per script and I was prescribed 3 a day so that's not.
[CUSTOMER][NEUTRAL] so
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] A few more minutes.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I was drowning in.
[CUSTOMER][NEGATIVE] I didn't even know how I was gonna buy food for $3000.
[CUSTOMER][POSITIVE] If I would have just made the payments would have taken 5 years to pay off. I knew I wasn't able to get the debt. I picked up the phone and called Debt Relief personal loan debt relief negotiate with the National Relief was able to reduce debt by over $21,000.
[CUSTOMER][POSITIVE] They treated me like a real person, not a number. There was a negotiate with creditors and reduce the amount that I owe. If you owe more than $10,000 call or visit at [PII] to find that out you can become debt free.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEGATIVE] Geez, sounds embarrassing. I felt like disconnecting. I asked my doctor about treating my pain. I learned about.
[CUSTOMER][NEUTRAL] A reducing by great 5 times in 2 weeks, one prescribed and aggressive and dosing with one pill once stay man. Keep taking most mental health men. Aggressive pain cause depression, suicide about 4 a for patients with. Call your doctor if you become depressed. That's not your e checks or suicide thoughts. Don't take it if we were serious.
[AGENT][NEUTRAL] Sit tight for me, please, [PII]. I'm waiting for a response.
[CUSTOMER][NEUTRAL] Yeah, I mean, uh, 000, OK.
[AGENT][POSITIVE] Easy, easy fix.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm just trying to see what's going on. I've been having this for years.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I know it.
[CUSTOMER][NEUTRAL] This coverage this, this account for years. I'm talking about probably since 19.
[CUSTOMER][NEUTRAL] Do they tell you when I think in [PII] or something like that.
[AGENT][NEUTRAL] Let me see, since you've had the policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] And I was wondering why they had took it out on the [PII] of this month.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Cause I, cause I watch his date and I said let me call him today.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] KJ I said 18. I'm gonna give [PII] a $100 payment. OK, so here's just [PII] after my friend was coming and I got somebody, somebody else like to spit grade is that throughout my life. Go ahead. OK, so anyway, um.
[CUSTOMER][NEUTRAL] Look at me, I'm
[AGENT][NEUTRAL] Yeah, so you had a policy.
[CUSTOMER][NEUTRAL] You can
[AGENT][POSITIVE] That was effective.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I say [PII].
[AGENT][NEUTRAL] And that policy went to [PII].
[CUSTOMER][NEUTRAL] He told me
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And it looks like [PII], you are now on a different policy since [PII] and you're currently, so you, you're, you've had it since [PII] dental coverage with us since [PII].
[CUSTOMER][NEUTRAL] I said I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I know it's a long time. I know.
[AGENT][NEUTRAL] Long time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You can't even need to give me some give me I know it, but you know what, I got hurt and even now I'm on uh injury. I'm from the injury. I wasn't working. I was only to be considerate of that. Uh, that's not a legal defense, not being able to pay and for more money.
[AGENT][NEUTRAL] You're looking at Judge [PII]?
[CUSTOMER][NEUTRAL] Every day.
[CUSTOMER][NEUTRAL] In a timely manner. That is the case based on what you told me and so I'm gonna have to grant.
[AGENT][NEUTRAL] Few more minutes.
[CUSTOMER][NEGATIVE] And your harassment claim, I'm going to dismiss that because I don't think the things he's done calling you or saying I need more money repaid on this loan. I ain't never know that to do something like that to straighten something off.
[AGENT][NEUTRAL] Yeah, I'm just waiting for a response. They're taking a look at it. That's why.
[AGENT][NEUTRAL] And I'm [PII]t waiting for a response.
[AGENT][NEUTRAL] So I can call you back or if you don't.
[CUSTOMER][NEUTRAL] They, I don't know.
[AGENT][NEUTRAL] If you don't mind holding either or.
[CUSTOMER][NEUTRAL] I'm gonna hold on. Oh, I'm gonna hold on, baby.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] I no longer have any communication with Ms. [PII] and.
[CUSTOMER][NEUTRAL] [PII] so.
[CUSTOMER][NEUTRAL] So one day when he just fell off the face of the.
[CUSTOMER][NEUTRAL] to reconcile in [PII].
[CUSTOMER][NEUTRAL] That's when you can.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] When he was [PII] old, he became addicted to OPA, and his addiction was so severe that he would often steal prescription bags from doctors' offices. [PII] insists the money from April would be and therefore he doesn't.
[CUSTOMER][NEUTRAL] [PII] in [PII].
[CUSTOMER][NEUTRAL] Um, and that.
[CUSTOMER][NEUTRAL] Um, and then one day I called.
[CUSTOMER][NEUTRAL] Did you call me?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] um.
[CUSTOMER][NEUTRAL] A a separate ways, uh, so back in [PII] I got my first smartphone.
[CUSTOMER][NEUTRAL] And I was looking through Facebook and I see his name. There's a teacher. All right.
[AGENT][NEUTRAL] Give me 1 2nd, [PII].
[CUSTOMER][NEUTRAL] You sure
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Hi [PII], this is [PII]. How are you? I'm good.
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good. Can you take a peek at a policy or notes in line with me, please?
[CUSTOMER][NEUTRAL] I sure can. OK.
[AGENT][NEUTRAL] Ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it's policy number 613.
[AGENT][NEUTRAL] 416.
[AGENT][NEUTRAL] And it's that note that we made um here in the care team on [PII].
[AGENT][NEUTRAL] Training a couple of people and I think that this the note says that she was in training and she went in and lapsed this policy and then changed it back but of course it doesn't work that way it has to go through customer service and I have the I have the insured on the phone she's just checking to verify if the March premiums have been deducted yet.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, let me check that.
[AGENT][NEUTRAL] I think we deducted the February when she said on [PII].
[AGENT][NEUTRAL] Yeah, she's looking at her account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It looks like
[AGENT][NEUTRAL] But we need
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, well, um, let me just see.
[CUSTOMER][NEUTRAL] Um, so the policy, it should have drafted.
[CUSTOMER][NEUTRAL] Let's see, it should have drafted on February, was it last? Let's see.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] She yeah she said that in her account it showed that we drafted the February, but I don't see that on the BQPHI screen.
[CUSTOMER][NEUTRAL] I don't see that either. Now that one was for January. It looks like it's behind, you know, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I don't see that January has drafted yet.
[CUSTOMER][NEUTRAL] I see, uh, sorry, sorry, February, February, um.
[AGENT][NEUTRAL] January.
[AGENT][NEUTRAL] OK, so if she shows that it's been drafted from her account.
[CUSTOMER][NEUTRAL] And see, I think she's looking at that from [PII] thinking it's February, but it's January, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's just a delay on their end even though we show.
[AGENT][NEUTRAL] She said on the account it says that it drafted on the [PII] so that that could just be a delay.
[CUSTOMER][NEGATIVE] It could do, that's kind of a big delay.
[CUSTOMER][NEUTRAL] Let's see. It could be though, it very well could be.
[AGENT][NEUTRAL] Cause she's thinking she's just due for March.
[CUSTOMER][NEUTRAL] OK, and we don't show that yet, but.
[AGENT][NEUTRAL] Yeah, I know. OK, I know, I know not large.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. Did you want me to talk to her? I'm sorry.
[AGENT][NEUTRAL] Well, well, my initial call was because of the note I think that we lapsed it in error.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we can't unlapse it it has to go to customer service, right?
[CUSTOMER][NEUTRAL] Well, I did just unlance it uh but yeah, it would have to go to customer service, but you know, yes.
[AGENT][POSITIVE] Oh, perfect.
[AGENT][NEUTRAL] If you don't mind speaking with her then about the the the dates.
[CUSTOMER][NEUTRAL] OK, yes, I sure can.
[AGENT][POSITIVE] OK, thank you for relapsing that.
[CUSTOMER][POSITIVE] Yes, you're welcome.
[AGENT][NEUTRAL] And here it's [PII] that I'm speaking with.
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] OK, bye bye. And let her know that her policy is active because I was checking on that.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] All right, here she comes. Thank you.
[CUSTOMER][POSITIVE] All right. Thank you.