AccountId: 011433970860
ContactId: e2184d7e-fe59-4dda-b849-8598f61962d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457559 ms
Total Talk Time (AGENT): 177091 ms
Total Talk Time (CUSTOMER): 189167 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/e2184d7e-fe59-4dda-b849-8598f61962d6_20250212T20:03_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, uh, good, good afternoon, uh, I received an, uh, a letter from you guys like, uh, requesting, uh, a payment.
[CUSTOMER][NEUTRAL] Like, um, I don't know if I'm, uh, if you're the right person to help me, but, uh, they want, they're asking for a monthly premium payment.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, um, I, I, uh, it's the first time I've seen that, but, uh, usually you guys take money from my paycheck.
[CUSTOMER][NEUTRAL] Uh, I don't know what what's that monthly premium means.
[AGENT][NEUTRAL] Oh OK. So, so you received a bill from us, um, but, but, uh, they're instead of, of just taking it from your, um, uh.
[AGENT][NEUTRAL] Your bank account, you've gotten a bill from us. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. If I could just have a um if you could just tell me what your um
[AGENT][NEUTRAL] Policy number is, please, sir?
[CUSTOMER][NEUTRAL] I think it's gonna be my social security number which is [PII].
[AGENT][POSITIVE] Thank you. If I could just verify, yes, sir.
[CUSTOMER][NEUTRAL] And this
[CUSTOMER][NEUTRAL] Uh they have a policy number and probably my help too.
[AGENT][NEUTRAL] Uh yes, please.
[CUSTOMER][NEUTRAL] OK. So 00604713.
[AGENT][POSITIVE] OK, thank you very much. I do appreciate that. I'm just checking out. If I could verify your name, uh date of birth, sir, and the phone number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's [PII], [PII] uh [PII].
[AGENT][NEUTRAL] OK, yeah. Excuse me just a second here, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you've received something from us, uh, just asking for premium, so let me just check.
[AGENT][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] And it wasn't taken from your, um, it wasn't taken from your, from your bank account. You don't see that it was taken, but it's just, you just received this letter.
[CUSTOMER][NEUTRAL] It's not it's.
[CUSTOMER][NEGATIVE] I don't think it's coming from bank account because my paycheck.
[AGENT][NEUTRAL] I see, I see. OK.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] If you could excuse me just one moment, Mr. [PII], I'm going to check with our customer service department and we can see what can uh can be done about that. If you'll excuse me just one moment, sir, we'll, uh, I'm gonna check with them.
[CUSTOMER][POSITIVE] OK, no problem. Thank you.
[AGENT][NEUTRAL] Yeah, excuse me just a second here.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] [PII], this is [PII], uh, in claims department. I have a Mr. uh, [PII], um, with a dental policy, and, uh, normally, uh, he's, uh, he's saying that he's gotten a bill from us, um, and it looks like his, his policy was just reinstated, um.
[AGENT][NEGATIVE] Is it he's wanting to know why that normally the, the money comes out of his check and he doesn't get a bill like that. Is that something that customer service does or I was trying to find it on Guru and I can't.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's the number?
[AGENT][NEUTRAL] His policy number is 006.
[AGENT][NEUTRAL] 04713.
[CUSTOMER][NEUTRAL] Why is she reinstated?
[CUSTOMER][NEGATIVE] That's an error.
[CUSTOMER][NEUTRAL] He didn't get a bill from us. Is he talking about a claim that he got a bill on?
[AGENT][NEGATIVE] No, he's saying he's received a bill from us asking for the um and uh when um I'm not, I'm not finding anything to show that, that we've, you know,
[AGENT][NEUTRAL] But he said, he said that he's actually received a bill from us, uh, and that, and that, uh, you know, it's asking for money from um APL.
[CUSTOMER][NEUTRAL] He couldn't have gotten a bill because we he set up on a payroll deduction.
[AGENT][NEUTRAL] He is, OK.
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] Yeah, there's no notation of a bill.
[CUSTOMER][NEUTRAL] Let me check image real quick.
[CUSTOMER][NEGATIVE] And he's paid current, so he shouldn't have received anything.
[AGENT][NEUTRAL] That's what was kind of confusing because I did, I just couldn't see where he was.
[CUSTOMER][NEUTRAL] I bet you he's talking about something about a claim.
[CUSTOMER][NEUTRAL] I bet you he got a bill because we didn't pay something or he owes something, so he's thinking we're billing him, but it's not us. You see what I'm saying? Because I've had them say that and I went back and around and I finally realized that a claim was processed, and I guess they oh, so the provider is billing them and they think it's from us.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] I see. OK. Yeah, cause I see where we took out a, uh, it looks like we took out a, a, the $50 deductible on something in January, so, oh well, that was OK. OK, yeah, [PII], I, I appreciate that. Yeah, cause I, I didn't, I, that is not the at all what I was thinking was going on, so, um, I figure.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Wait a minute, hang on.
[CUSTOMER][NEUTRAL] Wait a minute, somebody did.
[CUSTOMER][NEUTRAL] He got off group letter. That's what he got. It wasn't a bill, it was all group letter.
[CUSTOMER][NEUTRAL] Um, yeah, go ahead and off group letter it goes out if the policy is portable, if they can keep it on their own and pay us directly, that's what we normally call portable, um, but once they are canceled for whatever reason nonpay.
[AGENT][NEUTRAL] And, and what is that?
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Email or the group notifies us if the policy is portable a letter goes out automatically letting them know that hey you're no longer active now you are if you wanna keep it well no you're no longer active now if you wanna keep it here's your options um.
[CUSTOMER][NEUTRAL] But he shouldn't have got it. I guess something was going on. I don't know what was going on, but he shouldn't have got it. Um, go ahead and transfer him to me and I'll just let him know to disregard, he is on payroll deduction and he is current. I think there was some kind of mishap with this Louisiana group, the whole state of [PII] kind of got messed up, but I think they fixed it.
[AGENT][NEUTRAL] OK. Well, [PII], I appreciate that and I did verify all of his information and uh the, the 504 area code number that you're going to see, you know, in the, in that little box, the Amazon box, that is verified as his phone number.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, all right, I'm ready thank you.
[AGENT][POSITIVE] OK, thank you very