AccountId: 011433970860
ContactId: ce2ddd62-5fd8-475a-994a-7155320c3603
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 524217 ms
Total Talk Time (AGENT): 170954 ms
Total Talk Time (CUSTOMER): 257473 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/ce2ddd62-5fd8-475a-994a-7155320c3603_20250529T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. This is [PII], and me and my husband have American Public Life as our dental insurance. And we came to get um my husband's cleaning and X-rays, and I'm at the dentist office now, and they told me, um, the girl here, [PII], she called and talked, spoke to a [PII], and she told her that our plan, um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This plan took whatever 2 125 and then was reinst that it went out, was reinstated as of [PII], and then it's lapsed. But we've had this for several years and it comes out of my husband's state check every, automatically every two weeks. They hold it out. Could you kind of tell me what's going on with this?
[AGENT][NEUTRAL] Sure, let me look that up real quick um what's your name and a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number with you, [PII]?
[CUSTOMER][NEUTRAL] I do not. Let me see if [PII]'s got it.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] She don't happen to have my policy number, does she?
[CUSTOMER][NEUTRAL] My American Dental, she's gonna look and see if she's got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] One second, just take one.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] Your ID number. My ID number, is that it?
[AGENT][NEUTRAL] Member ID number? It could be it. What's that?
[CUSTOMER][NEUTRAL] Yeah, what is that?
[CUSTOMER][NEUTRAL] Uh 6785.
[CUSTOMER][NEUTRAL] 608-572
[AGENT][NEUTRAL] 608-572
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And [PII], can I get you to verify your date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And the address that we have on file and phone number?
[CUSTOMER][NEUTRAL] Should be [PII].
[AGENT][NEUTRAL] I'm sorry, mailing address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the phone number that we have on file?
[CUSTOMER][NEUTRAL] And the phone number?
[CUSTOMER][NEUTRAL] Probably [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] I don't see that one. would it be under, it would be under the policy holder's phone number?
[CUSTOMER][NEUTRAL] OK. 3.
[CUSTOMER][NEUTRAL] Well, that is his, but say [PII].
[AGENT][NEUTRAL] That's not the number I have. Let me check.
[AGENT][NEUTRAL] And see if it got in.
[CUSTOMER][NEUTRAL] Or is it [PII]
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's that one.
[CUSTOMER][NEUTRAL] Yeah, that was our home phone and we hadn't had that in years so I know um.
[CUSTOMER][NEUTRAL] So we're gonna need to uh we need to uh.
[CUSTOMER][NEUTRAL] Update that.
[AGENT][NEUTRAL] OK, and what's the phone number?
[CUSTOMER][NEUTRAL] We can do [PII].
[AGENT][NEUTRAL] OK, just to verify, I have [PII].
[AGENT][NEUTRAL] [PII] correct?
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And you're correct, I am showing that policy has lapsed.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] So, OK, yeah, because we, yeah, they take this 26, we don't even see that like they've been doing this for years, $26 every paycheck, every two weeks.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Like we never have to renew this.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Or to my knowledge, and I take care of all of our bills.
[AGENT][NEUTRAL] Yeah, I'm showing.
[CUSTOMER][NEUTRAL] And so, cause I had a crowyon.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Mhm. Oh, go ahead.
[CUSTOMER][POSITIVE] Well, I had a crown done 2 week, a week ago, 2 weeks ago, that I'm gonna need, you know, them to help pay, well y'all to help pay on, but I thought I was covered and y'all covered me.
[CUSTOMER][NEUTRAL] I had a um my cleaning.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Sometime in February and they covered that and now they're saying it's lapsed and I don't understand how it's lapsed when it's being paid every 2 months, I mean every 2 weeks.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, and since it's through the employer because I am showing that it lapsed on [PII] of this year um so what I would do is he's you're the policy holder, he's gonna have to call the employer because that's who who um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It's going through, so you'll have to call they'll have to call the employer.
[CUSTOMER][NEUTRAL] But it shows it was reinstated.
[CUSTOMER][NEUTRAL] It says it was reinstated as up to 2725.
[CUSTOMER][NEGATIVE] Now it's lapsed again.
[AGENT][NEUTRAL] Yeah, I'm not even showing that. Give me just a moment.
[CUSTOMER][NEUTRAL] Yeah, cause the girl here said that [PII] told her.
[CUSTOMER][NEUTRAL] The plan renewed to 125.
[CUSTOMER][NEUTRAL] And it was, it lapsed or something and then it was reinstated as of [PII].
[AGENT][NEUTRAL] OK. It looks like she did, um, the person you talked to or who talked to [PII] this morning, um, since she found that she did send a request in to have us, uh, look into that for you. It looks like it was just um submitted.
[AGENT][NEUTRAL] Um, maybe about an hour or so ago. Um.
[AGENT][NEUTRAL] Oh let me see. I'm sorry, that was yesterday, um, and so it looks like someone is researching into that, but um other than that, all I can think of while we're researching it is he he'll need to check with his employer or have his employer call us um because it could be something uh that.
[CUSTOMER][NEUTRAL] Yeah, because it
[AGENT][NEUTRAL] The employer needs to help get help with, um, so I would have the employer call us if you're able to get them to call us, have your husband have them call us um but it looks like we did have a request to put in, yeah.
[CUSTOMER][NEUTRAL] And then I'll try, you know.
[CUSTOMER][NEUTRAL] Yeah, because I'm, it's coming out of my paycheck. I mean, I, his paycheck, so, you know, if it's lapsed, then we need to know why because we're paying for it because I just had that crown done and I need them to help pay for it. It's not much, but is there a higher
[CUSTOMER][NEUTRAL] plan that y'all have.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Because right now we're paying $26 or we're paying 40 $52 a month and it's not, it don't pay for hardly anything.
[AGENT][NEUTRAL] Uh, yeah, it'll be through whatever your employer has options of, so you'll again have to check with your employer since it is going through them, um, it's whatever plans they accepted from us, so you might have more available to you through your employer, but they'll have to, you'll have to ask the employer what they have available.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Well, when he gets out of the, I mean, he's at the dentist right now, so I'm hoping that they'll reinstate this because
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][POSITIVE] Aggravating. All right, thank you so much.
[AGENT][POSITIVE] I'm so sorry that's happening to you. Um, do, uh, we will keep on top of it. Like I said, we do have a request to get, have it researched and see what's going on.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Right, well, I hope you have a great day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] All right bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.