AccountId: 011433970860
ContactId: 58459bfd-7dd3-4e08-b35e-b0be5b3fa7db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 505579 ms
Total Talk Time (AGENT): 210307 ms
Total Talk Time (CUSTOMER): 177477 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/58459bfd-7dd3-4e08-b35e-b0be5b3fa7db_20250318T17:56_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] [PII], how are you?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] I'm fine, thank you. I've been a customer of you all for quite some years and I was trying to uh cancel it because I'm on Medicare now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't really
[CUSTOMER][NEGATIVE] And I don't really think I need it.
[CUSTOMER][NEUTRAL] And I was trying to straighten myself out since I've been on Medicare and that's kind of difficult to do. Uh, I think I've been on you with you all, you might go look and see. You want to know my name?
[AGENT][POSITIVE] Yes, ma'am, and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], uh, might be on the Michael, I can't remember, uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that. And Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] 006.
[CUSTOMER][NEUTRAL] 04904
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth and your mailing address on file.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[AGENT][POSITIVE] Thank you for that and then just your email.
[CUSTOMER][NEUTRAL] Uh no, uh, [PII].
[AGENT][NEUTRAL] Yes, ma'am, and thank you so much for verifying your information. And all the information provided is a verification of benefits, not a guarantee of payment. And do you mind if I place you on just a brief hold so I can take a look at the policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] But is that
[AGENT][NEUTRAL] I think it's this.
[AGENT][POSITIVE] OK, yep, that's right. I did it right. OK. Enrollments or additions.
[AGENT][NEUTRAL] We will depend on cancellation transfer customer service. Alrighty, send them out straight to the point.
[AGENT][NEUTRAL] He is right?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. Um, so I actually can't cancel the policy, but I can get you to customer service who can, and I'll explain to them that you're just wanting to cancel the policy because you have Medicare now and then they'll help you further, OK?
[CUSTOMER][NEUTRAL] OK, can I ask you one more little question?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, I had some dental work done about a year.
[CUSTOMER][NEUTRAL] Or so ago and I was wondering, I told them I was on Medicare, but I think like they still charge me for them with your policy. I don't know why. I'm not faulting you all for anything. I was just wondering why did they do that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, if a provider, OK, go ahead.
[CUSTOMER][NEUTRAL] Could you look at
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the only reason they sent it to us and it's, it's OK, um, I mean, you do still have the active policy with us, but
[AGENT][NEUTRAL] It's just because that's what insurance is on any insurance on file, once the bill drops, it automatically bills whatever insurance is on file, so it, they probably just haven't taken us off yet.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It's not like a problem or anything because you just have to, you know, you're canceling the policy now, so this was just one of your active policies.
[CUSTOMER][NEUTRAL] I understand. I'm just wondering, I do know on the business side it might have been a little different, but I had told them I was on Medicare with Aetna now and uh I wonder why did they charge it to, I think they did charge it to your company, which is what I did have at the time.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, and even if you, um, once you do terminate the policy, if you have other claims that you want to file for while it was active, you can still do that too.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you have any.
[CUSTOMER][NEGATIVE] But I just didn't see the need to continue to keep it cause I've been had it ever since when.
[AGENT][NEUTRAL] Since July, let me see if there was one before this one. Hold on one second.
[CUSTOMER][NEUTRAL] I don't think so.
[AGENT][NEUTRAL] Well, so, uh, so really your first policy with us was back in [PII].
[AGENT][NEUTRAL] You had a policy with us from [PII], and then this policy here that's active has been active since [PII]. It looks like they changed the name because the ending is still DCI.
[CUSTOMER][NEUTRAL] It looked like it did because it used to come out of [PII].
[CUSTOMER][NEGATIVE] Is not making sense.
[AGENT][NEUTRAL] No, no, no. So the [PII], that's still us. I mean, changed the name of the
[AGENT][NEUTRAL] The insurance, how can I say like the type of insurance policy you had, it went from DCI to select DCI.
[CUSTOMER][NEUTRAL] Oh, that's what it, it was. OK. I knew I haven't had it a while.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I was like 4.
[CUSTOMER][NEGATIVE] You're wrong for that.
[CUSTOMER][NEGATIVE] You're wrong for that.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Oh my goodness
[CUSTOMER][NEUTRAL] Well, it it just been a long haul with me. And I kept saying, why am I keeping this policy when I got Medicare, which I think I just got on Medicare about, about 22 years ago.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think so.
[AGENT][POSITIVE] Well, I can definitely get you to customer service. So I'm going to get a representative and then um I'll connect you two together and then go from there, OK?
[CUSTOMER][POSITIVE] OK, I appreciate you talking with me.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] All right. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing well. How about yourself?
[AGENT][POSITIVE] I'm doing good. Well, let me say from the care team. I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I knew who it was, girl. We used to have 3 of them, but now we don't got down just to you, so.
[AGENT][NEUTRAL] It's just me. Um, so I have an insured who wants to cancel her dental policy. She's with, uh, Department of Louisiana.
[CUSTOMER][NEUTRAL] What you got for me today?
[CUSTOMER][NEUTRAL] She has to fill out a form, but I can help her. What's the policy number?
[AGENT][NEUTRAL] It's 604-904.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh no she's on quarterly.
[CUSTOMER][NEUTRAL] She can cancel it, girl. I got her. Did you verify?
[AGENT][POSITIVE] Oh yes, she's fully verified.
[CUSTOMER][NEUTRAL] OK, what's her call back number? Is it what's in on the phone?
[AGENT][NEUTRAL] Let me make sure it's the same.
[AGENT][NEUTRAL] Mhm, it's the same.
[CUSTOMER][POSITIVE] OK. I'm ready. Thank you.
[AGENT][NEUTRAL] Alright, hold on one second. You're welcome.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII] in the customer service department. How are you doing?