AccountId: 011433970860
ContactId: 34dcc6ef-26da-433a-8729-fdd8f3d2702e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182520 ms
Total Talk Time (AGENT): 97484 ms
Total Talk Time (CUSTOMER): 60688 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/34dcc6ef-26da-433a-8729-fdd8f3d2702e_20250318T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm actually just needing to talk to somebody and make sure that my uh account has been closed.
[AGENT][NEUTRAL] OK, let's take a look. Uh, do you have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I do actually.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] You're ready?
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Oh, OK. I'm sorry. Uh, 0233.
[CUSTOMER][NEUTRAL] 1816
[AGENT][NEUTRAL] OK, thank you. Let me pull this up here.
[AGENT][NEUTRAL] And then if I could get your first and last name, please?
[CUSTOMER][NEUTRAL] OK I want [PII].
[AGENT][NEUTRAL] All right, thank you. And then if I could verify your date of birth and address.
[CUSTOMER][NEUTRAL] Sure, it's uh [PII] and my current address is [PII].
[AGENT][NEUTRAL] Thank you. And can you tell me what the address may have been at the time when this was a policy for you?
[CUSTOMER][NEUTRAL] Yes, um, it's my mom's house [PII].
[AGENT][POSITIVE] All right, thank you so much. OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Is that the one that was on there?
[AGENT][POSITIVE] Yeah, that was the one on there, no worries.
[CUSTOMER][NEUTRAL] OK, I, I, I, yeah.
[AGENT][NEUTRAL] OK, so it looks like the policy has terminated. It's not showing as still active, um, so yeah, it looks like the coverage has terminated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you tell me the date that it was terminated?
[AGENT][NEUTRAL] Um, so it looks like.
[AGENT][NEUTRAL] It was through the uh beginning part of next month so it would have been paid through March usually we give you a 30 days like grace, you know, if it's gonna, if you wanna continue on the policy if you leave an employer, so it shows a pay through date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, but it is terminated.
[AGENT][NEUTRAL] Yeah, yeah, like I said, usually you'll get like a letter if you quit and it'll say, hey, do you want to continue on the policy if that's like an option so usually there's like a 30 day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A grace period.
[CUSTOMER][POSITIVE] OK, I see what you're saying. I got you. OK. Well, that sounds good.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Anything else I can check on for you?
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] All right, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.