AccountId: 011433970860
ContactId: 105e56a0-e1dd-46eb-bdab-21403a8e5aab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377660 ms
Total Talk Time (AGENT): 118120 ms
Total Talk Time (CUSTOMER): 122717 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/105e56a0-e1dd-46eb-bdab-21403a8e5aab_20250321T14:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, and I um found a policy that I've had since [PII] and I wanna find out if it's still uh active to where if we need it, we're still paying on it. I know there was a draft from my bank and uh I want to just check and see if it's active.
[AGENT][NEUTRAL] OK, well, I can definitely check the policy for you and see if it's active. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And uh I have another phone that you can that's my cell phone that you can call me if we get disconnected uh or you can call this one but uh the other number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And may I have your policy, well, do you know the policy number?
[CUSTOMER][NEUTRAL] Yes, I have it in front of me. It it's 0088463.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. Hold on one moment.
[AGENT][NEUTRAL] Hm let me see if it comes up this way.
[AGENT][NEUTRAL] Let me see if it comes up in the, well, you know what, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because of the, um, we don't use that format anymore, but we have a space where we can like use the old policy numbers, but it's not coming up, so I'm gonna use your first and last name and see if I can pull something.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was under [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII]?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, just making sure, hold on one moment.
[AGENT][NEUTRAL] And can you repeat the middle initial for me? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] So I believe I just found you. I'm waiting for it to come up so I can verify your date of birth. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, so I found it, and I just need you to verify your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And let me see.
[AGENT][NEUTRAL] So I'm actually showing the policy is no longer active. Um, it was effective from [PII].
[CUSTOMER][NEUTRAL] Of [PII], huh, because I have on here that the policy was effective the date it was [PII]. I mean 4.
[CUSTOMER][NEUTRAL] The, let's see, January, February, March, April, [PII], [PII] was when we got the policy. So um
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So, yes, ma'am, I do see that policy here also. So, so this policy, um like you said, it was effective [PII] and then that one I just gave you came into effect.
[AGENT][NEUTRAL] But they're both no longer active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I know I have an Aflac policy that um we got.
[CUSTOMER][NEUTRAL] Of of cancer and stuff like that, so
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know. I didn't realize I had this one and it said, you know, it was taking it out of my bank. So, uh, that's why I called to see if they were still doing that because I don't remember seeing this particular.
[CUSTOMER][NEUTRAL] A price coming out of there. So, so we stopped paying in [PII]. Is that what it means?
[AGENT][NEUTRAL] Yes, ma'am, but let me double check the payments just to make sure.
[AGENT][NEUTRAL] Yes, ma'am. Last payment um we received was back in [PII] of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] [PII]. OK, I don't know why I let it go. Maybe it's because I got something else. OK, I'll throw this policy away then.
[AGENT][POSITIVE] Yes, ma'am. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's, that's all. Thank you.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. Have a great weekend.