AccountId: 011433970860
ContactId: 367e5fe5-af54-476d-8719-05e1607304ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210250 ms
Total Talk Time (AGENT): 81316 ms
Total Talk Time (CUSTOMER): 108899 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/367e5fe5-af54-476d-8719-05e1607304ef_20250131T18:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh, good morning. I just have a quick question for you. I, um, I had APL as a coverage for my insurance, but pretty sure I canceled it, and I'm just double checking to make sure premiums aren't taken out of my paycheck because I think the insurance company that had this one already sold it to another one or I don't know, I, I got confused on it, I guess.
[CUSTOMER][NEUTRAL] I don't know how it works, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you, oh, well, I can definitely help you. So you just want me to check and see if the policy is still active or not and if there has been any uh payments made for for the premium?
[CUSTOMER][NEUTRAL] Yeah, because I mean, because I have a company, well, the company, I think the original company, it's for my employer and I think they sold it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But they said they can't this one to cancel, but I'm still paying for another one but I just wanna make sure if there's still there's money coming out if it's going to the right place or not. Like I don't, I don't really know because we, we have direct, we have like automatic deposits, so I don't even know what's coming out or not.
[AGENT][POSITIVE] OK. Well, I can definitely check for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII], and phone number is [PII].
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] And I have my policy number if that helps.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Um, see, uh, I have a reference number and a policy number. It's 02509260.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you um verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Um, address [PII], and email is uh first initial last name [PII].
[AGENT][NEUTRAL] Alrighty, and thank you so much for verifying your information. So I am showing that the policy is no longer active as of [PII], and let me check the payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And I don't see any. The last payment made was November received was [PII]. So it hasn't been paid since then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was, what was the premium amount so I could check on my pay stubs see if that's still coming out or not.
[AGENT][NEUTRAL] So it's $83.30.
[CUSTOMER][NEUTRAL] OK, and also it was like it, I guess so I think the company was called ERB or something and they had APL was for part of the insurance and then Five Star was the other. Should I call Five Star to find out if they're taking money out too, or do you know how that works? So do you guys have contact with them or?
[AGENT][NEUTRAL] So ERB is kind of like the the they like employee line, they help you file your claims and everything, they work with us, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, if you think the other company may be taking um funds out still if if that policy is supposed to be lapsed, I will give them a call too just to make sure.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, but, uh, but as of November, OK, I appreciate, I appreciate your time. I'll try and get those whenever [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, appreciate that thank you very much man.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.