AccountId: 011433970860
ContactId: c863d6c7-3a0d-4175-b25f-ac81c7ae9138
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 494209 ms
Total Talk Time (AGENT): 283163 ms
Total Talk Time (CUSTOMER): 126407 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/c863d6c7-3a0d-4175-b25f-ac81c7ae9138_20250228T19:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. This is [PII]. I received a letter from ATL and I'm calling uh to follow up to get more details with it. It's regarding my premium.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm not sure what changes occurred.
[AGENT][NEUTRAL] OK, so you said that you have received a letter from APL regarding premium, your premium, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, yes ma'am. Well I can partially help you. What I'm gonna need to do is to pull up your policy information and verify some things with you first for security, and then I can get you connected with someone who can further go over that with you.
[AGENT][NEUTRAL] So could you please give me your name again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII], what's a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Thank you. And what is your policy number?
[CUSTOMER][NEUTRAL] 00602962
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the [PII], is that your best contact number that should be on file?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and then I do need to add an email address for you, Ms. [PII].
[AGENT][NEUTRAL] What is a good email for you?
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and you're, I was just fixing to say and you only have one B in your last name, OK.
[CUSTOMER][NEUTRAL] And [PII] is one of the
[AGENT][NEUTRAL] And the reason that I'm adding that in there, Miss [PII] is I'm going to email you a user guide for our portal. We now have a portal where you can set up your profile just to be able to have access to your information related to your policy or any claims online.
[AGENT][NEUTRAL] And you can't pay premiums or not that you, you know, but I mean you can't change anything so if your address or any information needed to be updated, you would still need to call us to do that, OK?
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Alright, so let me look at just a couple of things.
[AGENT][NEUTRAL] OK, so I don't think I'm going to need to transfer you. OK, so there was an issue where the policy had gotten um.
[AGENT][NEUTRAL] Your policy was just lapsed and reinstated due to a technical.
[AGENT][NEUTRAL] Error and I believe does that letter just state that your policy is active? What exactly does your letter state?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Well this one said that I, they'd like to offer me an additional 30 days from the date of the letter to submit my premium.
[CUSTOMER][NEUTRAL] That was due
[AGENT][NEUTRAL] OK, so again I believe that that letter is a non-issue at this point, but what I will do is, is what is the date on that letter? Is it [PII]?
[CUSTOMER][NEUTRAL] No, it's [PII] and I have 30.
[CUSTOMER][NEUTRAL] 30 days.
[CUSTOMER][NEUTRAL] To reply back I just happened to, I really just got it out the mail this week.
[AGENT][NEUTRAL] OK. So, again, I believe that there, that you can discard that, but I'm going to connect you over to a member, uh, with a member rather of our customer service department, Ms. [PII], that can fully verify all of that information with you. But I show your policy is active. I do show that this is something that's through your employer. Is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, uh, receive it through my and this is only dental insurance, right?
[AGENT][NEUTRAL] The pay
[AGENT][NEUTRAL] Yes ma'am, uh huh, it is.
[CUSTOMER][NEUTRAL] OK, because I'm looking at uh my other information, so I don't know it almost maybe be best if I just cancel this because, because it's way set up for the, for years I was unable to use it since most of the dentist's office wouldn't accept a discount.
[CUSTOMER][NEUTRAL] Insurance.
[AGENT][NEUTRAL] OK, so if you're just wanting to cancel your coverage you would have to because it's through a group enrollment, your plan is you will have to get in contact with your HR department to have them process that yes ma'am, uh-huh, to notify us for that.
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] HR OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but for now I will go on and speak to someone else, mhm.
[AGENT][NEUTRAL] But your policy.
[AGENT][NEUTRAL] If you want to still speak to someone just to verify that that letter is.
[AGENT][POSITIVE] Really a non-issue. I'd be happy to connect you with someone, yes, ma'am.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you think you are going to want to set up your profile in the portal? If not, I will not email you that user guide that I mentioned.
[CUSTOMER][NEUTRAL] You can still uh email it to me and everything yeah I'm, I was just looking at my uh.
[AGENT][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] Payroll information so it's something I consider. I don't wanna rush and do anything.
[AGENT][NEUTRAL] Well, sure, no ma'am.
[AGENT][NEUTRAL] And so I'll go ahead and I'll email that to you. The email that you're gonna receive will come from [PII]. I will put a PO online service center in the subject line for you so that that's easy to recognize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, is there anything else that I could help you with, Ms. [PII], before I connect you with a member of our customer service department?
[CUSTOMER][NEUTRAL] Uh, no, that'll be all for today for you.
[AGENT][POSITIVE] OK, well then, thank you for calling APL and I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][POSITIVE] Yes, ma'am. Thank you very much. So one moment, please.
[CUSTOMER][NEUTRAL] F
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling IPL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] I'm glad it's Friday.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm, so I have an insured on the line.
[AGENT][NEUTRAL] The policy number is 602.
[AGENT][NEUTRAL] 962. Again, that's 602-962. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So she says that she has received a letter from APL that stated [PII].
[AGENT][NEUTRAL] Regarding her premium.
[AGENT][NEUTRAL] Well, first of all, I don't see anything in on base.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] There's not a letter in it under correspondence and on base.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but anyway, so she had some questions regarding that, but based on the notes it looked like maybe this had to do with those policies that got lapsed in error and then reinstated, but again this letter is not an on base, so I can't.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Verify that.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] So that's what she is needing and she is fully verified and I have emailed her the OSC information.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] All right, [PII]. Thank you very much. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.