AccountId: 011433970860
ContactId: 172b1f15-af8e-4776-bba8-8dc5fb096b64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300250 ms
Total Talk Time (AGENT): 120440 ms
Total Talk Time (CUSTOMER): 94655 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/172b1f15-af8e-4776-bba8-8dc5fb096b64_20250407T21:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I got a letter in the mail saying that my son has attained the uh the age of expiring on on one of my policies, and I'm just trying to figure out what policy it is.
[AGENT][NEUTRAL] OK, I can help you with that. Um, let's see, do you have your policy number?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK, can I have that, please?
[CUSTOMER][NEUTRAL] It's 02.
[CUSTOMER][NEUTRAL] OK, 025.
[CUSTOMER][NEUTRAL] 25695
[AGENT][NEUTRAL] Thank you. Give me just a moment while I pull your information up. We'll do a quick verification.
[AGENT][NEUTRAL] And then we'll take a look at your policies, policy or policies.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. May I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], can we uh verify your date of birth and then your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And the last bit of information, may we verify your phone number and then your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] Thanks.
[AGENT][POSITIVE] Wonderful. Everything is current matching. OK, this is your cancer policy that you have with us, and that's the only policy I see with you. Yes, he did reach the age of [PII] and he has been termed off the policy. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Off the cancer policy?
[AGENT][NEUTRAL] Yes, ma'am. That's the only policy you have with us is the cancer policy.
[CUSTOMER][NEUTRAL] OK, because I, I couldn't reme I didn't know what it was about and I didn't realize I had him on the cancer policy.
[AGENT][NEUTRAL] Yes, ma'am. You have family coverage, you, your, your spouse and your child.
[CUSTOMER][NEUTRAL] So will my will my deduction go down?
[AGENT][NEUTRAL] Uh, um,
[CUSTOMER][NEUTRAL] Every month because of that?
[AGENT][NEUTRAL] Let's see, let me take a look and see what you're paying.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm thinking family.
[AGENT][NEUTRAL] I'm thinking it's all the same premium, but let me take a look.
[AGENT][NEUTRAL] 4496.
[CUSTOMER][NEUTRAL] I would think there would be a like a wife and the spo like a, like the employee and the spouse and then the employee in the family.
[AGENT][NEUTRAL] We are gonna, we are going to give me just a moment, let me find that information.
[AGENT][NEUTRAL] We will take a quick look and see what we have here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, looks like it should go down, go from 4496.
[AGENT][NEUTRAL] 241 to 82.
[AGENT][NEUTRAL] Employee and family.
[CUSTOMER][NEUTRAL] It'll go down to 41.
[AGENT][NEUTRAL] Right, from 4496 to 4482. So to drop roughly what, $3.14 something like that.
[CUSTOMER][NEUTRAL] Uh, so in other words, you can't carry family on there after they're [PII].
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Correct. After 2 children, you cannot, dependents, you cannot.
[CUSTOMER][NEUTRAL] OK, well, that one.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, alright, well I was just trying to figure out what plan I had that was doing that so because I thought, well, his demo goes till the end and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh so my insurance changes out so I was just.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, is there anything else, Miss [PII], we can help you with?
[CUSTOMER][NEUTRAL] It's all
[CUSTOMER][NEUTRAL] That should be it.
[AGENT][POSITIVE] I will thank you for calling APL and you have a wonderful day, Ms. [PII].
[CUSTOMER][POSITIVE] All right. Thank you. Mhm. All right, bye.
[AGENT][POSITIVE] Thank you, dear. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye bye.