AccountId: 011433970860
ContactId: 2c511473-11e3-44cb-82cb-bb8aba8e60b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 486470 ms
Total Talk Time (AGENT): 148881 ms
Total Talk Time (CUSTOMER): 260135 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/2c511473-11e3-44cb-82cb-bb8aba8e60b5_20250515T19:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] OK, I, I heard of the ATA. Is this the previous American public insurance?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Life. OK, yeah, OK.
[CUSTOMER][NEUTRAL] This is what I'm calling for. My name is [PII].
[CUSTOMER][NEUTRAL] My policy number is 649217.
[AGENT][NEUTRAL] OK, and Miss [PII], um, how may I assist you today?
[CUSTOMER][NEUTRAL] OK, cause I always thought it was uh.
[CUSTOMER][NEUTRAL] Mhm, uh, health ins I'm not health, dental, OK.
[CUSTOMER][NEGATIVE] May, uh, I'm calling because I do remember getting a letter and I'm saying that once I turned [PII], that I was no longer gonna be covered.
[CUSTOMER][NEUTRAL] And I'm just checking because it's the draft is still being coming out of the checking account. So I'm just trying to see if I confuse the letter with somebody else, cause I always thought this was dental insurance.
[AGENT][NEUTRAL] OK. Uh, Ms. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Now I don't know what email address. OK, go ahead.
[AGENT][NEUTRAL] I'm sorry, uh, your mailing address?
[CUSTOMER][NEUTRAL] [PII], I mean I'm sorry [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the email address, it shows a [PII].
[AGENT][NEUTRAL] Email
[CUSTOMER][NEUTRAL] Well, I, I, it.
[CUSTOMER][NEUTRAL] I, the one that I use is [PII]. Now that's the one that I've been using for years, but that might not be the one y'all got. I don't know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, that's the one we have in our system. And, uh, do you have a callback number, Ms. [PII], in case the call drops?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. Uh yes, ma'am. I show that you have a dental policy with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, and I know I got that letter saying that do, do y'all usually drop people when they get 6 to 5?
[AGENT][NEUTRAL] Not with dental. No, ma'am. They, I don't, I'm not sure what letter you received, but give me one moment to look and see.
[CUSTOMER][NEUTRAL] I mean, I can.
[CUSTOMER][NEUTRAL] Yeah, cause cause I cause I threw all my information away and I called my dental office to get my policy number and the number that they usually they call when they were sending in requests for, you know, a claim.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] No, ma'am. Um, but this policy, it doesn't terminate once you reach a certain age.
[CUSTOMER][NEUTRAL] OK. Well, I guess I need, I.
[AGENT][NEUTRAL] So I'm not sure what letter you receive.
[CUSTOMER][NEGATIVE] Yeah, I don't either. So I guess I might need to go ahead and cancel this.
[CUSTOMER][NEUTRAL] Because I'm getting Medicare now and I got um uh
[CUSTOMER][NEUTRAL] A dental policy with them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you wanted to cancel your policy?
[CUSTOMER][NEUTRAL] Yeah, so what
[CUSTOMER][NEGATIVE] I want to cancel this one, yes, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And see, like I say, and see, I didn't even see because I remember getting that letter. I know it was from you all.
[CUSTOMER][NEUTRAL] And then my boss called me and said that they started taking money out from the American public. You need to check into that.
[CUSTOMER][NEUTRAL] A Red River Bank. See if you, if you see that information on there. $43.50 a month.
[CUSTOMER][NEUTRAL] And that's been a yeah a whole year this this year.
[CUSTOMER][NEUTRAL] Extra and I didn't even know I had that insurance no more.
[AGENT][NEUTRAL] Yes, ma'am. Um, I'm not sure who sent the letter, but there's not any, uh, age limit restriction for policyholders, only for dependents, like if you had, uh, children on the plan, then they would be dropped once they reached the age of
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], I believe, uh, but not for policyholders such as yourself.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Right, yeah, but like I said, I, I remember recently getting that letter about a year or so ago. Now I did have a dependent on there, but she said to be [PII], so I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] At one time I did have a dependent if I'm not mistaken, but let me ask you this though.
[CUSTOMER][NEUTRAL] Yeah, no, I don't, I don't need, I don't need a whole bunch of dental things cause, cause that.
[CUSTOMER][NEGATIVE] Cause it, mm mm I ain't gonna be doing that much dental work. I'm just gonna keep what what I got with the Medicare.
[AGENT][NEUTRAL] OK. Well, um, I'll send a request to cancel your policy for you. Uh, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that'll be all. Let me ask you this. When you gonna, you gonna email that to me? Or you gonna send it through the mail?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Through the mail a letter will be sent to you just to kind of clarify that um if you decide that you don't want to, then you can, I think there's something on the letter to where you can sign and send it back to us.
[CUSTOMER][NEUTRAL] Because I, I.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, the reason why I asked because I was trying to get this taken care of before a payment came out again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause my boss had called me today and told me to check into this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, once it's been, um, added today, then it shouldn't be taken out of your account any longer.
[CUSTOMER][NEUTRAL] OK, so you put it in the system today.
[AGENT][NEUTRAL] Uh, it will be placed in the system to, to cancel the policy, yes, ma'am.
[CUSTOMER][NEUTRAL] To drop to drink.
[CUSTOMER][NEUTRAL] OK, great, alright, alright, thank you. And then when I get the information then I need to sign it and send it back?
[AGENT][NEUTRAL] Only if you uh decide to change your mind and want to keep the policy, if it's fine, uh, if it
[CUSTOMER][NEGATIVE] Oh no, I don't, I don't wanna keep it.
[AGENT][NEUTRAL] OK. Well,
[CUSTOMER][NEGATIVE] No, I don't want to keep it.
[AGENT][NEUTRAL] Uh, no, ma'am, but if you.
[CUSTOMER][NEUTRAL] I just need to make sure we got to be canceled today.
[AGENT][NEUTRAL] Yes, ma'am. We'll get it canceled today.
[CUSTOMER][NEUTRAL] I said that I'm gonna ask for that.
[CUSTOMER][NEUTRAL] OK, is it a reference number or something I can get with this phone call to make sure?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but you may use my name in today's date as reference.
[CUSTOMER][NEUTRAL] OK, give me your name.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And you gonna put it in the system that's up today.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye.