AccountId: 011433970860
ContactId: eda5defe-e5ac-4f9e-b1d7-90a4156e4354
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 670320 ms
Total Talk Time (AGENT): 343541 ms
Total Talk Time (CUSTOMER): 268506 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/eda5defe-e5ac-4f9e-b1d7-90a4156e4354_20250507T18:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Good afternoon, this is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is so, I'm sorry, you kind of cut off. I didn't hear your name or anything.
[AGENT][NEUTRAL] Yeah, crazy. I was on the phone with [PII], so it probably cut off when she hung up. What you got for me?
[CUSTOMER][NEUTRAL] OK. All right. Yeah, um, I have a member on the line. She's calling because she said she sent a payment by check. Uh, she gave me the check number and it's supposed to be receipt. Um, I, I don't see that it's a receipt, so I don't know if you can check in your end and maybe see something different that I'm not seeing, um, but, um, she pays quarterly.
[AGENT][NEUTRAL] The policy number
[CUSTOMER][NEUTRAL] Uh-huh. 602-776.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] We see the same thing you see when did she send it?
[CUSTOMER][NEUTRAL] She said she sent it on [PII].
[AGENT][NEGATIVE] That payment was received, but she owes again.
[AGENT][NEUTRAL] What was the check number?
[CUSTOMER][NEUTRAL] She's quarterly, right? 1792.
[AGENT][NEUTRAL] Yeah, but she, she.
[AGENT][NEUTRAL] What was it again?
[CUSTOMER][NEUTRAL] 1792.
[AGENT][NEUTRAL] Hang on.
[AGENT][NEUTRAL] Maybe I did something. Memory applied the money.
[AGENT][NEUTRAL] Yeah. Memory replied her check, but she's due again.
[CUSTOMER][NEUTRAL] She.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEGATIVE] We received that check and it paid her to [PII], but she still owes the next quarter, which would be March, April, and May, and I hate to tell her she's gonna pay it and be due again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's behind.
[AGENT][NEUTRAL] She's behind.
[AGENT][NEGATIVE] But that payment that she sent did not pay her for the next 6 months. That was just for 3 months.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Gotcha. OK. Yeah, she, she's just probably confused. OK, uh, do you want to just go ahead and let her know that that was just a quarterly payment and it was just applied to that month because, yeah, she's like, but I paid for this quarter, and yeah, I, I didn't see that, so the policy was uh.
[AGENT][NEUTRAL] No, ma'am, you did not. I, yeah, it's in BQPHI. It looks like she didn't put notes and she should have, but you can transfer. What's her callback number?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] It is, uh, let me go back to the beginning. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Here she comes. Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me.
[CUSTOMER][POSITIVE] Yes, my [PII]. Yes, I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi, Ms [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Doing good, thank you.
[AGENT][NEUTRAL] Are you there, Ms. [PII]?
[AGENT][NEUTRAL] Miss [PII]? OK, it had cut out for a second. I heard music. I'm sorry. So I was transferring you and explaining to me that you were inquiring about the policy and you stated that you submitted a payment in February and was wanting to see if we received it.
[CUSTOMER][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Yes, can you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Well, not only that, uh, we, we missed the payment for a month and then we tried to catch it back up and my husband sent a check in, uh, for 9850 and they keep telling us that, uh, they can't uh verify my employment which I'm retired now.
[AGENT][NEUTRAL] Um, OK, so we did get check number 1792 on [PII] and the amount of 9840.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] We applied it, but at the time that that was submitted in your premium was behind already because we got you guys set up on a quarterly payment, so that means we bill you guys every 3 months. So that premium that was applied in February actually paid for February, January and December. You're due again for March, April and May, and if you submit that payment.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're gonna turn around and be due again for the next quarter because it's only gonna pay you for June and you'll get a bill at the end of this month for the next quarter.
[CUSTOMER][NEUTRAL] OK, uh, let me see what we wanna do. Hold on for a second.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] I'm like.
[CUSTOMER][NEUTRAL] Hey, uh,
[CUSTOMER][NEGATIVE] I had inadvertently not paid the bill.
[CUSTOMER][NEUTRAL] And it left. I didn't know it had lapsed.
[CUSTOMER][NEUTRAL] And then I got a letter from you that said if we would if I would pay it, they would reinstate it back to the date that it was terminated.
[CUSTOMER][NEUTRAL] With no waiting period or anything, so that's, that's the only information that I had and I sent the $98. I normally pay the quarterly thing, but I sent the $98 and.
[CUSTOMER][NEGATIVE] And then I keep I she kept getting these letters that they couldn't verify her employment and they wouldn't handle any claim. I will pay whatever it needs to catch up.
[CUSTOMER][NEUTRAL] But the letter stated if we would pay it.
[CUSTOMER][NEGATIVE] It'd be reinstated back to the date that it was canceled.
[CUSTOMER][POSITIVE] And that's what I wanted to do.
[AGENT][NEUTRAL] And you do still have that option to do that. The letter she she's getting, it looks like it's from the claims department that has nothing to do with the with the customer service department. When a claim is received and the policy is not active, you get an a letter basically letting you know denial it's a denial is what it is due to nonpayment. So that's why she was getting those letters. So what you receive from customer service when the policy lapsed due to nonpayment.
[CUSTOMER][NEUTRAL] So what
[AGENT][NEUTRAL] Um, you can still do like I was explaining to Ms. [PII], we did receive your payment in February, but that paid for February, January and December. You guys were due again for March, April and May, which we should have received at the end of March and since we didn't.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] That's why you're just now getting a letter from last month stating that we haven't received the premium. Here's your opportunity to keep it. So if you guys want to keep it, you do need to pay the next 3 quar the next quarter that's due, which is March, April, and May. But like I told her, you're gonna turn around and owe again at the end of this month for the next 3 quarter, I mean which for the next quarter, which would be.
[AGENT][NEUTRAL] Uh, excuse me, which would be March, April, May, June, July and August will be due.
[CUSTOMER][NEGATIVE] That's that's not a problem. I just, I, I didn't get once I paid that $98. I didn't get any another, another statement about what was due, but I hadn't got anything since I paid that other than the fact that they weren't paid any claims because they couldn't verify her employment. So if I had a bill for whatever it takes to catch up.
[CUSTOMER][NEUTRAL] I will pay that but I need something.
[CUSTOMER][NEUTRAL] I need a statement a bill or something to pay it.
[AGENT][NEUTRAL] So you want us to send you a bill even though you got an off group letter letting you know the policy is not active due to nonpayment?
[CUSTOMER][NEUTRAL] Well, if I pay if I pay whatever the whatever is necessary to pay, is it gonna be, it was, is it gonna go back to the time that it was that it was terminated or is there gonna be a lapse in that coverage?
[AGENT][NEUTRAL] Yes, yes. It's gonna still go, no, it's not gonna be a lapse in coverage. If you pay, you've got 30 days from the date of that letter that we mailed on [PII]. If you pay what's due within the next 30 days, which means before [PII].
[AGENT][POSITIVE] We will honor what we said on that letter, and you will not have a lapse in coverage. The premium that you sent in will be paying for your March and April and May, and you will get a bill after we reactivate your policy and payment is applied for the next quarter, which would be at the end of this month. You will get another bill for June, July and August.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] So we, we can do that.
[CUSTOMER][NEUTRAL] Just tell me how much I need to pay to catch you up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If you want to go ahead and catch it up to the end of this month, you can send in the 9840. If you want to go ahead and just pay it for 6 months and not worry about it, you can send in the next quarter that since it's gonna be due at the end of this month. It's however you'd like to do. Um, but again, the 3 months is 90,840.
[CUSTOMER][NEUTRAL] What's the total of that?
[CUSTOMER][NEUTRAL] OK, so it's 9840 and then it's gonna be due again at the end of the month. How much is that? Is that another 98?
[AGENT][NEUTRAL] That's another 9840 because you guys are set up on quarterly. We don't do monthly billing.
[AGENT][NEUTRAL] So if you wanted to do 6 months, it would be 19,680.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's the number I'm looking for 19,680.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, and then you will honor the the claims that have been submitted.
[AGENT][NEUTRAL] We'll reprocess, yes sir. mhm we'll reprocess everything. Once we get the premium applied and reactivate, we actually have a system in place that a report goes to the claims representatives that worked it and let them know they need to reprocess.
[CUSTOMER][NEUTRAL] This year
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm gonna pay.
[CUSTOMER][NEUTRAL] 196. I'm gonna mail that today and I mail that to [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] So, yes, sir, that'll be the right place and I'll notate our conversation and as long as we get that payment before the end of this month we can honor what um with no lapse in coverage and reprocess claims that won't be a problem. And actually because you guys have a dental policy, we, we give a little leeway on that. It's not set in stone if you do happen to go past the 30 days.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, well you, you'll have it before the end of the month because I'm gonna pay it today.
[AGENT][NEUTRAL] OK. And since, and since you're paying 6 months, keep in mind that's gonna be March, April, May, June, July, August, so you will not get a quarterly bill until September for the next 3 months that are owed.
[CUSTOMER][NEUTRAL] Put it in the mail.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] All right. Is there anything else I can help you guys today? OK.
[CUSTOMER][POSITIVE] That'll take care of it. We I'll get that in the mail.
[CUSTOMER][NEUTRAL] No, that's that's it.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO and you have a wonderful day as well, Mr. [PII].
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][POSITIVE] Thank you.