AccountId: 011433970860
ContactId: 9ef424d6-3bb3-4a78-ba4b-0d3d67d345c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363850 ms
Total Talk Time (AGENT): 218839 ms
Total Talk Time (CUSTOMER): 113479 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/9ef424d6-3bb3-4a78-ba4b-0d3d67d345c1_20250122T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. Hi, this is [PII]. I have an insured on the line. Um, I'm hoping I'm calling the right department. Um, the policy number is 606741.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is for Ms. [PII], um, she was stating that she received a letter.
[CUSTOMER][NEUTRAL] Um, in regards to premium.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she has questions about it because she said it it comes out of her um.
[AGENT][NEUTRAL] OK, yes, I think I had a call similar to the if my lying will work. I think I had a call similar to this. um, did she happen to mention if the letter said it was like requesting premium?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Because I thought the claim actually.
[AGENT][POSITIVE] OK, yeah, you can go ahead and send her to me um and I will see if I can pull up that letter so I can help her.
[CUSTOMER][NEUTRAL] OK, but is it the correct department though is it billing or is it customer service?
[AGENT][NEUTRAL] It it should be billing because I believe what happened um it looks like it's probably because the policy lapsed in error so that's that's probably the letter that went out um but I'll confirm that with her but um yeah, billing is the right department, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you. OK, one moment please thank you.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hi, Ms. [PII], how are you doing today?
[CUSTOMER][POSITIVE] Hi I'm good. How are you?
[AGENT][NEUTRAL] Good, I'm doing well, thank you. Um, so I have your policy and your information pulled up. Um, [PII] let me know a little bit about what was going on. Um, she said that you were calling about a letter that you received, um, regarding your premium for your policy, is that right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, and I think I understand, um, just to confirm that I, I do have the correct letter that you received pulled up, um, let's see, is this regarding.
[AGENT][NEUTRAL] Um, let's see, does it say, uh, premium wasn't received during the grace period provided, um, offering you an additional 30 days, is that what that says?
[CUSTOMER][NEUTRAL] Um, see, all of the premium due on the reference policy wasn't received during the grace period. Yes, we'd like to offer you additional 30 days.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Yes, so that actually went out in error um I've got your policy pulled up, um, and we've got your policy active, um, looking at the notes here it looks like that the letter was sent out to you in error. I'm just reading the note here, um, so you can disregard that um we are still receiving the premium from the group on your policy, OK?
[CUSTOMER][NEUTRAL] OK. Is it because they, they've been taking it out every month. That's OK.
[AGENT][POSITIVE] Yeah, I apologize for that. Yes, we're receiving that. I apologize for that. That was sent out an error.
[CUSTOMER][POSITIVE] That's no problem. That's no problem.
[AGENT][NEUTRAL] OK. OK, Ms. [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Can you transfer me over to somebody to talk to about, um, my understanding is with this policy, when I have some dental work done, I have to pay for everything up in advance and then I'm supposed to get a check back.
[AGENT][NEUTRAL] Is there anything else?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I had some dental work done. Actually I have 3 types of dental work done and I haven't received a single check.
[AGENT][NEUTRAL] OK, so that sounds like that would go to our claims department. Do you know if uh um claim was filed? Do you know if your dental office filed a claim or?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's probably what that is, um.
[CUSTOMER][NEGATIVE] I haven't, I haven't a clue. All I was told is that when I went to, to do the insurance, I had to get a root canal done and they said I had to pay everything upfront.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so that was the type of plan that this was, but I paid everything up front and then they turned it in and then y'all cut me a check. Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] They reimburse you, right OK so um let me see, as long as you have your data service um I'll transfer you over to our claims department and they should be able to pull up any claims that we've received and they should be able to confirm if we received a claim for that data service and um you might need to let them know.
[CUSTOMER][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] Yeah, or they they can probably check. I don't have access to the claims, um, information so they should be able to see, you know what we have received for you and um it it may be that we haven't received anything but um if you have that information um that that'll probably be helpful for for them I'll go ahead and transfer you over and see if they can um look that up for you OK?
[CUSTOMER][NEUTRAL] OK, yes.
[CUSTOMER][POSITIVE] Uh, thank you.
[AGENT][NEUTRAL] No problem. [PII], is there anything else I can help you with before I get you to claims?
[CUSTOMER][NEUTRAL] Yeah, ma'am, that is it.
[AGENT][NEUTRAL] OK, alright, well thank you for calling APL. Just hold on the line for me, OK?
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] Uh-huh. You're welcome.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] in group billing. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] Good, I'm doing well, thank you. Um, I have an insured on the line. Her name is [PII] and her policy number is 606741.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, she was actually just transferred by [PII] over to me about a letter she received, so I helped her with that, um, but it sounds like she might have some questions about claims. Uh, she said that she had some dental work done and was, um, understanding that she should have been reimbursed after she paid out of pocket, so I'm not sure, um, I told her that you guys could let her know if we received any claim information, um.
[AGENT][NEUTRAL] To kind of go over that with her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got her pulled up. You can send her over.
[AGENT][POSITIVE] OK, thank you so much here she comes.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Mhm.