AccountId: 011433970860
ContactId: 37e930e7-4c0c-4258-bc60-0b454f496bc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303029 ms
Total Talk Time (AGENT): 105305 ms
Total Talk Time (CUSTOMER): 146018 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/37e930e7-4c0c-4258-bc60-0b454f496bc2_20250219T19:21_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][NEGATIVE] Uh, good afternoon, [PII]. My name is [PII]. I'm calling concerning my policy. I've been out of town and still out of town on uh family medical leave. My mother fell and broke her shoulder. So I've been dealing with her. And in the interim, my job seems to have, I guess, discontinued you and another policy and did not inform us that they were gonna do this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh my gosh, OK.
[CUSTOMER][NEUTRAL] Yeah, we didn't know. I, we, I had no clue what was going on until I noticed that why is stuff not being withdrawn and then I found out that you and another company that I deal with, I guess the state feel that if y'all don't have a lot of policyholders, then they don't have to allow you to deduct from them. I don't know. I'm confused.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you want to see if your policy is still active?
[CUSTOMER][NEUTRAL] Uh, that's fine. I got a letter. I did get a letter when I went home for the weekend and picked up my mail and so I'm trying to go through yours and another policy.
[AGENT][POSITIVE] OK, well, I'll be more than happy to check the policy for you. And um Ms. [PII], may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] My contact number is [PII].
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] 00604413.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] All right, and I have your policy here. Can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII]. Um, I'm not sure what email address you have on file if you even have one.
[AGENT][NEUTRAL] Um, hold on one second. I just typed the wrong thing in.
[AGENT][NEUTRAL] OK, now, there's no email on file. Um, so just the date of birth and the mailing address. So thank you for verifying.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] So your dental policy is not, it's active. Um, hold on one second.
[AGENT][NEUTRAL] Yeah, this dental policy is still active. It's been active since [PII]. Let me see if there's any notes or anything about a cancel.
[AGENT][NEUTRAL] Oh, I see. Did you receive a letter?
[CUSTOMER][NEUTRAL] Yes, I did. I know in my hand.
[AGENT][NEGATIVE] OK, disregard that letter. This was lapsed in error. It wasn't just you with several accounts that that happened to. We're unsure of why.
[AGENT][NEUTRAL] Um, but you, but you can disregard that letter and it was reinstated. That's why, um, whenever that error happened, it sent those letters out automatically.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so the letter in the error.
[CUSTOMER][NEUTRAL] OK, alright, well I do have a policy and, uh, OK, but I have another policy I have to deal with that did get it um.
[CUSTOMER][NEUTRAL] Get uh terminated by the state.
[AGENT][NEUTRAL] Yeah, now if there is another policy, I'm not sure what that policy is. Um, oh, you do, you know it? OK.
[CUSTOMER][NEGATIVE] Oh, no, no, no, no, no, it's not with you, it's, yes, it's with another company.
[AGENT][NEUTRAL] OK, you know who it is, OK.
[CUSTOMER][NEUTRAL] It's with another, yeah, yeah, it's with another company. So alright, so the dental policy is still in in a set. I need to get in touch with this other company. OK, alrighty then, well thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, no, no, I'm not sure if I mean gonna my deductible is what, $1000 or what is my deductible or what else I have to pay.
[CUSTOMER][NEGATIVE] So I'm not gonna need it because I had to cancel.
[AGENT][NEUTRAL] Your deductible, hold on one second. Let me see.
[CUSTOMER][NEGATIVE] I had to cancel my uh dental.
[CUSTOMER][NEGATIVE] I had to cancel my dental.
[CUSTOMER][NEUTRAL] I'm not in the city.
[AGENT][NEUTRAL] I'm pulling it up now. Um, for your your deductible is $50 your calendar year max is $1000.
[CUSTOMER][POSITIVE] 8 minutes to 1000. OK then, well thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.