AccountId: 011433970860
ContactId: a86841ce-3e73-4992-8c76-efcabfd34b07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343230 ms
Total Talk Time (AGENT): 102165 ms
Total Talk Time (CUSTOMER): 245224 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/a86841ce-3e73-4992-8c76-efcabfd34b07_20250204T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning [PII] how are you?
[AGENT][POSITIVE] I'm doing well. How are you doing today, sir?
[CUSTOMER][NEUTRAL] I'm doing good. Um, my name is [PII]. Uh, I'm with Louisiana DOTD. And, uh, yesterday, uh, around [PII], I had, I had a dentist appointment and my dentist said that I was, my, my coverage was put on, um,
[CUSTOMER][NEUTRAL] In inactive status, uh, and I spoke to some people and they said they had not received DOT the way DOTD takes it out of our check, they, they take it out and then they mail they either transfer the funds to APL. It goes from.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Me out of then they they DOT pulls out and I don't know how DOTD pays APL you transfer money.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And for some reason the way that they looked at it, they said they had not received my December payment so I was put on an actus. Well, I spoke to, I had some email correspondence going with [PII] Lab, our human resources analyst, and she said she was reaching out to APL and let me know something.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just want to know how if if someone has an APL has maybe spoken to maybe restated my active status, can, can you look me up to see if there's been any notes put in there or if anybody's been been in contact recently from with my HR.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Maybe, you know,
[CUSTOMER][NEUTRAL] And uh I, I don't have my card. I have to go. I think my card's in my.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] I've never had a need to sell my card because they everybody had my account number, everything, my dentist and everything I've been with them for about 1516 years so.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I, I probably gotta go get, get my card and put it on so I don't know my actual account number with APL. So what else would you need to verify my account?
[AGENT][NEUTRAL] OK, um, [PII], I can look it up with your uh social security number, but first can I get your callback number just in case the call gets disconnected I'll be able to call you right back.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Oh that's perfect [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] [PII] and I'm just being a little proactive. I just wanna, you know, make sure you know things are rolling up there's something that I need to do again to to expedite something from my HR. I wanna make sure things that.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir, absolutely. um, and what is your social security number and I'll check your policy and see what status it it is in today.
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEGATIVE] Yeah, because my, my HR, they, they've, they've, they're con they've deducted payments for me and my wife out of my check, you know, the 2640 or 2650 each pay period, all the even up to now they've been taking it out. So how it's been, what's happening on the backside with the money? Some hope somebody ain't pocketing it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Right, I understand, sir. I'd be worried too. Um, can I get you, um,
[CUSTOMER][NEUTRAL] Yeah, well, I found it.
[AGENT][NEUTRAL] Can I get you to, uh, for security reasons, I'll need for you to verify your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And then also I'll need for you to verify your address, phone number, and email address that we have on the policy for you, sir.
[CUSTOMER][NEUTRAL] Mhm. My address is [PII]. You said phone phone number and email, right? Yes, the phone number would be this [PII]. That should be mine.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um, my wife's, my wife's is [PII]. I don't know if it's on there, but you know if it's not, don't worry about it. My email address is [PII].
[AGENT][NEUTRAL] Yes sir.
[AGENT][POSITIVE] OK, thank you so much. I appreciate you verifying your policy for me. All right, let me take a look and see what we've got going on today.
[CUSTOMER][NEUTRAL] Mhm sure.
[CUSTOMER][POSITIVE] Yes, cool.
[AGENT][NEUTRAL] All right, I do show that you do have an active select dental policy.
[AGENT][NEUTRAL] It is active today.
[CUSTOMER][NEUTRAL] OK, they might
[CUSTOMER][NEUTRAL] They must have received this. See, and that's why I'm calling because I, I haven't received any responses back from anybody to let me know it's active now. Yesterday at [PII] inactive, so it's been activated. So I, I because they rescheduled my appointment for the [PII] of this month and I wanna make sure in there.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Oh no. Mhm.
[CUSTOMER][NEUTRAL] That I have active.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Active insurance and I do now.
[AGENT][NEUTRAL] Yes, you do. I do see a note in there that um it was activated last night.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Last night, so the payment must have just been delayed or something for some reason so OK well good, it's good to know.
[AGENT][POSITIVE] All right, I'm glad that we have good news today.
[CUSTOMER][NEUTRAL] That's that's all I need to know.
[CUSTOMER][POSITIVE] Yes, yeah, we always need good news that, so thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] You're very welcome, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You have
[CUSTOMER][POSITIVE] Yeah and you have a blessed rest of your day.
[AGENT][POSITIVE] You have a blessed day too. Thank you. I appreciate that. Thanks for calling APL.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mm. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.