AccountId: 011433970860
ContactId: f35bd471-a987-451d-9f8c-038761305eab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438260 ms
Total Talk Time (AGENT): 163427 ms
Total Talk Time (CUSTOMER): 206572 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/f35bd471-a987-451d-9f8c-038761305eab_20250115T20:44_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII], and I was just on the line speaking with a lady about my, uh, dental insurance policy that got terminated. It was, I didn't know it had until today, and I was trying to
[CUSTOMER][NEGATIVE] Get it back and she was putting me on transfer to talk to someone else and I got hung up on I.
[CUSTOMER][NEUTRAL] But
[AGENT][POSITIVE] OK. I am really sorry about that, Ms. [PII].
[CUSTOMER][NEUTRAL] I not just.
[AGENT][NEUTRAL] Um, let me
[CUSTOMER][POSITIVE] That's all right.
[AGENT][NEUTRAL] Let me see if there's something I can do to help you, my friend. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It is 00614093.
[AGENT][POSITIVE] 93, perfect.
[AGENT][NEUTRAL] And I see that right here.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Would you be able to verify, did you say your name? I'm so sorry. I wanna make sure I had it right. Your first name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. I do see [PII]. I misheard because I thought I heard [PII]. I'm sorry about that. Would you be able to verify for me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and I see that right here.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Give me 1 2nd, my friend.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] on
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So I am just looking through here. I do see where that policy lapsed, yes, and
[AGENT][NEUTRAL] I'm looking at it. Unfortunately, we only have a 90 day window in which we can reinstate a policy, and it lapsed in May of last year, so we would be outside of our window to reinstate for you.
[CUSTOMER][POSITIVE] OK, yeah, I didn't even know that it had lapsed until today. My husband, uh our bank account got hacked into and it was a big deal, and our bank made us change our account and shut that one down and we opened a brand new account which was just turned everything in our lives upside down.
[AGENT][NEUTRAL] I can imagine.
[CUSTOMER][NEUTRAL] And we had y'all on autopay just like everyone was on auto pay and I just.
[CUSTOMER][NEGATIVE] I just didn't think about y'all. I, I didn't remember you and then I got a dental bill today saying the secondary that they had on file didn't pay and it just hit me right between the eyes. I realized what had happened.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Um, yeah, I had this policy for gosh 20/20 years.
[AGENT][NEUTRAL] Yeah, I see that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] I just and so if you can't reinstate it.
[CUSTOMER][NEUTRAL] There's no, no exception for that or?
[AGENT][NEUTRAL] No, it
[CUSTOMER][NEUTRAL] I mean, I, all I've got is a sob story. I can, um.
[AGENT][NEUTRAL] I'm so sorry. I wish we could, but we don't even do private insurance anymore, so we don't even have policies we can offer out like just on an individual level. It's all moved to just group policies now.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] I'm really sorry.
[CUSTOMER][NEUTRAL] Well, I didn't ever hear from American public. I didn't get an email or anything in the mail or of course we moved in the last couple of years, so if y'all sent me in the mail then.
[CUSTOMER][NEUTRAL] It could have just not been forwarded, but.
[CUSTOMER][NEUTRAL] I, I'm.
[AGENT][NEUTRAL] Yeah, I show that we had um a letter go out to your address in [PII].
[CUSTOMER][NEUTRAL] That was the [PII] address I'm sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And we live in a different home now.
[AGENT][NEUTRAL] Oh goodness. So it was just a hodgepodge of
[CUSTOMER][NEGATIVE] And it, it never.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I didn't get forwarded to us, um, and you don't do anything but group policies, so there's no individual policies at all then.
[AGENT][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] No, I wish there was. I'm so sorry, Miss [PII], or [PII]. I, well, no, I'm sorry. [PII] is your name. I still had [PII] written down on my note.
[CUSTOMER][NEUTRAL] That's OK. That's OK. Um, do you
[AGENT][NEUTRAL] Can I update that.
[CUSTOMER][NEUTRAL] Have any recommendations of
[CUSTOMER][NEUTRAL] Um, what kind of companies might offer individual, uh, I have dental insurance. I just want a supplemental policy.
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] I don't, I can't tell you like if somebody's good or not. I haven't used them, um, but I do see Humana and MetLife and Aflac all listed and Delta Dental.
[AGENT][POSITIVE] Um, actually, I have used Delta Dental and I do like them.
[CUSTOMER][NEUTRAL] And Metlife and have flag.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK so that it was um.
[CUSTOMER][NEUTRAL] Delta Dental. I had Delta you know before and they have supplemental type individual policies.
[AGENT][NEUTRAL] So, I'm not exactly sure how they do it. Um, I just have them on a list of dental companies that offer individual plans.
[CUSTOMER][MIXED] OK. All right. Well, I appreciate your help. I'm just sick about it, really.
[AGENT][POSITIVE] I know, I I'm so sorry. I can only imagine how
[CUSTOMER][NEUTRAL] I just didn't.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Yeah, y'all were a good company and and always paid your part and all of that um.
[CUSTOMER][NEUTRAL] So once again, it's with deep regret. I, I don't know what else to do but just thank you for your time.
[AGENT][POSITIVE] Well, it's my p[PII]. I wish you the best of luck in finding a company and I am so very sorry that we weren't able to reinstate for you, my friend.
[CUSTOMER][POSITIVE] Well, I understand. I do so thank you have a good day.
[AGENT][POSITIVE] Oh, it's my pleasure. I wish you the best of luck, and I, I hope you find a great company out there for you.
[CUSTOMER][POSITIVE] I, I do too thank you bye bye.
[AGENT][POSITIVE] My pleasure. Bye bye.