AccountId: 011433970860
ContactId: b077c368-11ec-43ee-98ab-7fdee2eefad5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1082060 ms
Total Talk Time (AGENT): 283571 ms
Total Talk Time (CUSTOMER): 627051 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/b077c368-11ec-43ee-98ab-7fdee2eefad5_20250203T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm with [PII].
[CUSTOMER][NEUTRAL] And um I just went to I'm I'm I'm at a dentist appointment.
[CUSTOMER][NEGATIVE] And my dentist appointment, my dentist just verified with y'all and y'all said y'all had canceled my policy wasn't, was canceled or renewed.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, and I'm just trying to verify, uh, if because I don't recall this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Yeah, go ahead, [PII]. Do you have your policy number?
[CUSTOMER][NEUTRAL] So we'll worry about your insurance later but we would. OK, OK, I'm talking to a representative right now. I'm gonna see what she tells me and then uh I'll be back in there in a second. But you're filing it. OK, that's fine yes so um I'm sorry, the, the lady came hygienist came out or whatever and said that because a patient we would still file it later but it's, it kind of made me makes me nervous that my mine was canceled.
[CUSTOMER][NEUTRAL] Because I and I wanna make sure what what you know, I just wanted to clear up and see what's going on because I've got something like this about 6 months ago and they fixed it, they, they said it was a glitch in the system or something that showed I didn't have coverage.
[CUSTOMER][NEUTRAL] And y'all take an automatic draft out of so do you need something from me, um, to be able to find out to verify?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I just need the policy number if you have it.
[CUSTOMER][NEUTRAL] Oh God, I'm in a car and I don't have a, I don't have a a a dental card or anything because it's so old it's been so long since uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me see
[AGENT][NEUTRAL] What is your last name, [PII]?
[CUSTOMER][NEUTRAL] And there's
[CUSTOMER][NEUTRAL] It's [PII] because my wife's on it too.
[CUSTOMER][NEUTRAL] And, and y'all, y'all take out insurance each month, dental coverage each month, and I, and I just, I chose to go with the same coverage that we always do with [PII], so there's nothing we have to do to renew it at least there hasn't been anything for the past 20 something years that they just ask you if there's no changes we just keep.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We keep everything the same and we didn't change anything. I didn't.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And she also
[AGENT][NEUTRAL] I think I got you pulled up here, [PII]. Let me just verify your date of birth and then address, please.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. It's uh [PII]. I just had my [PII] birthday and uh it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] Because y'all y'all directly take it out of my my.
[CUSTOMER][NEUTRAL] My check each month it's like twice a month, like $30 each month.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] And I know they would, the dentist wants me to come in there because they wanna, they want a patient to come in, you know what I'm saying? And I'm like, well, I gotta get my insurance thing straight because I don't wanna have to be dealing with this later.
[CUSTOMER][NEUTRAL] My teeth can wait. I need to make sure I've, I'm covered if they canceled it. Well, I don't know why y'all would have without notifying me.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I didn't get anything from human resources at DOTD saying as such.
[CUSTOMER][NEUTRAL] And normally we, if we keep the same coverage from the previous year, which is I had it last year with y'all and the year before [PII], since I've been with the department of transportation now 29 years.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, y'all just, you don't, we don't have to sign any paperwork. It just gets.
[CUSTOMER][POSITIVE] Eat the next year you just they just it just renews just like what you had human resources submits it and everything just like it has been.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Because my life insurance renewed.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Alright, yeah, let me get somebody on the line over customer service and see what's going on with it because it's not.
[AGENT][NEUTRAL] It's not showing active right now, [PII], and I don't know what's going on here, so.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Yeah, well, and what's happened is y'all taking y'all, y'all y'all taking the money out of my account.
[CUSTOMER][NEGATIVE] They, they've, they've, unless they just didn't, I don't know why they would have not activated me and not carried me over from last year.
[AGENT][NEUTRAL] Yeah, let's see.
[AGENT][NEUTRAL] OK, um, let me get somebody else on the line to look at this more in depth. Um, do you mind holding for me just one moment please? Thank you.
[CUSTOMER][NEUTRAL] Yes, I can. Mhm. Sure. You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][POSITIVE] Good
[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] over in customer care. How are you today?
[CUSTOMER][NEUTRAL] I'm good, [PII]. How are you?
[AGENT][POSITIVE] I'm good, thanks. Um, I have an insured on the line. I can give you the policy number if you want that.
[CUSTOMER][NEUTRAL] OK, give me just a second.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Alright, what's that policy number?
[AGENT][NEUTRAL] Um, it is going to be 608-236.
[AGENT][NEUTRAL] It should come up for a [PII].
[CUSTOMER][NEGATIVE] Just a second, I'm having to open another window. I have too many open right now and you'll see.
[CUSTOMER][NEUTRAL] OK, yes, [PII].
[AGENT][NEUTRAL] All right. So he's calling cause he's at the dentist office and they told him that his coverage isn't active. And I see that, of course, here. And he's saying that this happened last year and that we had to reinstate it. So I don't really know what's going on with him because when I checked the notes, it looks like it was at one point lapsed in error, and now it's lapsed again, and he's like, I'm still employed there, so.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Let's see that's policy from overdue payment.
[CUSTOMER][NEGATIVE] Reinstated left in error.
[CUSTOMER][NEUTRAL] Her call from Le care review policy is as the insured can disregard the letter received his policy is being paid through the group. Insured calls to make sure policy is active and that policy is active, which it probably was because it wasn't left again until [PII] due to overdue payment.
[CUSTOMER][NEGATIVE] Yeah, we have not gotten a payment on this policy and.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] We got November's payment in December.
[CUSTOMER][NEUTRAL] And we haven't gotten December's payment and.
[CUSTOMER][NEUTRAL] Do they pay hold on, let me open another window and look at the group information.
[AGENT][NEUTRAL] That's alright, yeah, he payroll or it's supposed to be um.
[AGENT][NEUTRAL] Payment from the group, you know, like it's coming from his employer.
[CUSTOMER][NEUTRAL] Right, yeah, so I'm wondering because I had another call earlier from a different group that um everybody in the group was lapsed because the group was past due on their invoice so I'm wondering if this is another one where they have not paid.
[AGENT][NEUTRAL] No [PII].
[CUSTOMER][NEUTRAL] Let's see, I don't see any notes stating that they've lapsed the group. Let me look at something.
[CUSTOMER][NEUTRAL] Do they pay in arrears? Yes, they pay in arrears.
[CUSTOMER][NEUTRAL] But there
[CUSTOMER][NEUTRAL] Overdue for the December payment, so the December payment should have been paid at the end of December.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We still haven't gotten that GRPIQ.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, it's another one of those where it looks like all the policies have been lapsed on this group because of nonpayment.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm. So,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah, there's no active policies on this group.
[AGENT][NEUTRAL] So do we just tell him like it's an error on our side and he can go to the dentist and then it'll get fixed? Like I, yeah.
[CUSTOMER][NEUTRAL] Well, no, cause it's not really our side because they haven't submitted their payment, so it's actually his employer.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Needs to pay their bill. Um, let me check with, uh, billing group billing and see.
[AGENT][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] See, this is group LA 060.
[CUSTOMER][NEUTRAL] Number
[CUSTOMER][NEUTRAL] 92 benefits.
[CUSTOMER][NEUTRAL] OK, 608.
[CUSTOMER][NEUTRAL] 236.
[CUSTOMER][NEUTRAL] But our policies on the group.
[CUSTOMER][NEUTRAL] I what?
[CUSTOMER][NEUTRAL] Do me.
[CUSTOMER][NEUTRAL] Tell them call their player.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I mean I can tell him to contact this employer but.
[CUSTOMER][NEUTRAL] Mhm I'm asking her to if we know, do we know if the group has are we waiting on a payment?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do we know?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me just go check back in with him really quick and let him know I'm still here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for your patience and waiting. I apologize for the long hold, [PII]. I have somebody checking in on this. I just wanted to come back to you and let you know I'm still here. I haven't disconnected, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, yeah, it's just, it's just odd that if y'all, it would have been put not active when I've been.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You know, I've been active for 29 years and not not received anything from anybody to say as such. And I remember last, I remember something happening last year.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I don't call, and I, I called them. There was some.
[CUSTOMER][NEUTRAL] I don't know what it was. Something and I spoke to somebody there and she said,
[CUSTOMER][NEUTRAL] It was fixed. I don't know what it was. It was something in the system I called and.
[CUSTOMER][NEUTRAL] Uh, I don't remember if I got a letter if you wanted to renew, maybe that's what it was if you, I gotten a letter last year.
[CUSTOMER][NEGATIVE] You need to contact within the next 30 days, and I called her and she said it was a glitch in the system.
[CUSTOMER][NEGATIVE] This was sometime last year and it and it should be f[PII]. I remember hearing something about this and I called specifically you probably look in my file, you'll probably see where I spoke to somebody last year sometime. I don't know when, when it was, but I think I've received a letter and a package like with a booklet from American Public Life saying if you would want to renew your policy or something, I'm like, what do you mean renew my policy? I've been, we renew it every year.
[CUSTOMER][NEGATIVE] And I called her and she said, disregard it. It's you're, you're, it's, you're, you're, you're good. You know, it was a glitch in the system. I'm wondering if it, I didn't get re-established.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, I do.
[CUSTOMER][NEUTRAL] Because I'm, I'm gonna go look.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] I do see yeah I know I do see the notes from when you had previously called in and that's what I have the other agent kind of investigating what's going on um so yeah I I do see all that um I just wanted to touch base with you um and like I said like you know I'm still here. I don't really have an answer as to yet what's going on, um, but let.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm, I'm, I'm wanting to, you know, they're, they're chomping at the bit for me to come in here to this 220 dentist appointment and I'm like.
[CUSTOMER][NEGATIVE] I don't wanna go to the dentist right now if I'm paying insurance and they wanna file they'll say they'll hold off and file them later and you know this and that. It's just to me it would just cause issues.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You know, I don't know, I don't know, but it just got me baffled. So I'm, I'm gonna wait and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Just get, get with me as quick as you can I guess. Thank you.
[AGENT][NEUTRAL] I will hold just one second.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK girl, thank you.
[CUSTOMER][NEUTRAL] No problem. So [PII] said this is a DOA. I don't know what that means, and the policy auto lapsed at the end of the month. [PII] handles DOA, so I just sent her the same message I sent [PII]. She has read it. Uh, we may have to call the insured back, um.
[CUSTOMER][NEUTRAL] And see after we see what's going on, I'm not really sure.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, cause he's like, I'm sitting at the dentist office right now and they're chomping up the bit for me to come in to this [PII] appointment. He's like, but I ain't trying to go in there if I ain't got no insurance and I'm like, OK.
[CUSTOMER][NEUTRAL] Right. And I don't blame him because I wouldn't want to either if I was gonna have to pay for it out of pocket.
[AGENT][POSITIVE] And he's like, and I'm like, well, we're still working on it, and he's like, well, I just don't understand what the problem is. And I'm like, OK, I, I, yeah, I understand. He's like, well, just get back with me as soon as you can. I was like, I definitely will.
[CUSTOMER][NEUTRAL] Well, I sent a message and I'm waiting to see.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I mean, can we even tell them that it's like an employer issue that it's not really us?
[CUSTOMER][NEUTRAL] I don't know. Let me see. Yeah, that's, that's a good oh, [PII] is, that's [PII].
[AGENT][NEUTRAL] I don't know either. Let me see if I can find.
[AGENT][NEUTRAL] Let me check guru and see if I see anything.
[CUSTOMER][POSITIVE] Yeah, I mean, that's a good question. I'd be wanting to scream that at the top of my lungs sometimes.
[AGENT][NEGATIVE] Yeah, because I'm like, you need to be, you need to be talking to your job. They don't be paying their bills.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Right. Oh, and [PII] says she'll have to look at it, but she's currently in the middle of something, um, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I guess we'll have to call him back. I, I hate that though he's gonna have to reschedule his appointment.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEGATIVE] And that sucks. He's not gonna be happy about that.
[AGENT][NEUTRAL] Yeah. No, it's totally up to him, yeah, if he wants to take that risk to go in there.
[CUSTOMER][NEUTRAL] Yeah, right. So, um, yeah, she, she said she'll check it into it, but she's in the middle of something right now.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you want me to break the bad knees?
[AGENT][NEUTRAL] Yeah, I mean, if you don't mind, he's not mean or anything. He's super nice, like, he's, he's not like irate or anything like that, um, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, he, he might be when I tell him.
[AGENT][NEUTRAL] No, no, no, he's really just more kind of like what's going on, um.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][MIXED] Yeah, well, I just got called stupid by my last caller, so, you know, I'm all good.
[AGENT][POSITIVE] Oh, girl, I'm so sorry. I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Anyways, yeah, I'll talk to you.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I appreciate you and like I said like he's been super nice to me so um yeah, and that's his callback number up there too, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK. All right, thank you very much.
[AGENT][NEUTRAL] All right, here he comes. Yep.
[CUSTOMER][NEUTRAL] Hi [PII].