AccountId: 011433970860
ContactId: 5e4dd83e-296f-4751-b57c-1b39beed7cbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405339 ms
Total Talk Time (AGENT): 180126 ms
Total Talk Time (CUSTOMER): 176419 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/5e4dd83e-296f-4751-b57c-1b39beed7cbf_20250227T20:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Oh yeah, I hope so. I got a uh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I got a a statement from uh from your company and it, it says that you're waiting for information from my employer.
[CUSTOMER][NEUTRAL] To confirm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I've, I've had insurance with y'all since.
[CUSTOMER][NEUTRAL] I think around [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh y'all are pulling the the payment out every month out of my uh checking account.
[CUSTOMER][NEUTRAL] So what is the
[CUSTOMER][NEUTRAL] What, what do they need to confirm?
[AGENT][NEUTRAL] OK, let me pull up your policy, sir. Can I get your name and then your policy number?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the number is 00607103.
[AGENT][NEUTRAL] And can you verify your phone number in case we're disconnected I can call you back?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Thank you. Give me 1 2nd to pull up your file, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And I'm gonna verify some questions and then we could proceed in answering your question, OK? So can you tell me what your date of birth is and then your um complete mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] Let me look and so you're wanting to know you received something that said that we were waiting information to confirm, did you say eligibility?
[CUSTOMER][NEUTRAL] Yes, and, and, and the, the dentist, the dentist office called me yesterday evening too and said they were getting uh
[CUSTOMER][NEUTRAL] That's what they got for me. I'll tell you that they waiting for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So basically, so basically what that means [PII] is that we reached out to your employer just simply to do that to verify your eligibility they did respond back promptly and it looks like your claim was reprocessed on today so we have a chat that is prepared to go out to uh Doctor [PII]'s office.
[CUSTOMER][NEUTRAL] OK. Now, I got one other question while I've got you on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] This policy covered me and my wife.
[AGENT][NEUTRAL] Is that a question?
[CUSTOMER][NEUTRAL] And she, she passed away.
[CUSTOMER][NEUTRAL] Several months ago and I wanted to take her off the policy.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh, I'm sorry, [PII]. I'm sorry to hear that. Our condolences to you and your family. Um, was her name [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK. And so what we can do to get her removed from the policy is if you can send us a copy whenever you get a copy of the death certificate.
[CUSTOMER][NEGATIVE] Why? Why do I have to do that? I just added her on and, and I've been paying all this time and I wanna take her, if I want to take her off, whether she, whether she had died or we got divorced or anything else. Why can't I just take her off my policy?
[AGENT][NEUTRAL] Well, that, that's
[AGENT][NEUTRAL] We just
[AGENT][NEUTRAL] I, I have an answer for you. We need documentation from you stating that you need to remove her and why. So that's the simplest form that will let us know.
[CUSTOMER][NEGATIVE] Why do I even, why do I even have to give a reason to, to move, remove her off it? This is my policy, it's in my name.
[CUSTOMER][NEUTRAL] And she was added on to it when we got married.
[AGENT][NEUTRAL] And you
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Yeah, and you can remove her we can take care of that, but we just need documentation that you're making this request.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I don't understand.
[AGENT][NEUTRAL] Yeah, we just need to
[CUSTOMER][NEGATIVE] Why I have to prove anything.
[AGENT][NEUTRAL] It's not a matter of proving it's just documentation for our files so if we if we removed her with no documentation, I mean there's no no backing for us to say why we removed [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, if I, if I send you, if I send you a letter saying I want her removed from my policy, would that be enough?
[AGENT][NEUTRAL] You can send a letter if you say due to death they're gonna request the copy of the death certificate you so go ahead and send a letter.
[CUSTOMER][NEUTRAL] OK, well, let's just say we let's just.
[AGENT][NEUTRAL] Send the letter and put the date.
[CUSTOMER][NEUTRAL] Let's just say we divorced then.
[AGENT][NEUTRAL] Send a letter and generally they'll ask for a copy of the divorce decree.
[AGENT][NEUTRAL] If you're, if you say that.
[CUSTOMER][NEGATIVE] Why do you need uh, why do you need proof why I want to take her off my policy? It's my policy, I'm the one paying for it and then paying for it all these years.
[AGENT][NEUTRAL] Yeah, it's, it
[AGENT][NEUTRAL] It's not, it's not, it's not that we need proof, we just need documentation on our end that states why we did remove her. You can remove her we don't have a problem doing that. OK, so then send us something.
[CUSTOMER][NEUTRAL] Because I want to remove. It, it, it should be because
[AGENT][NEUTRAL] Send us something in writing.
[AGENT][NEUTRAL] letting us know you want her removed and the date that you would like for her to be removed.
[CUSTOMER][NEUTRAL] Well, I tried I tried this several months ago when they I got the same run around then.
[AGENT][NEUTRAL] What runaround did you get a couple of months ago?
[CUSTOMER][NEGATIVE] That same crap about a death certificate.
[AGENT][NEUTRAL] Yeah, that is our standard protocol, sir, whenever there's a death.
[CUSTOMER][NEUTRAL] Yeah, that, that, that
[CUSTOMER][NEUTRAL] That's the
[AGENT][NEUTRAL] OK. So then if you, if you.
[CUSTOMER][NEUTRAL] It's, it's my it's my policy.
[AGENT][NEUTRAL] OK, so Mr. [PII] if you choose not to send in the death certificate, how do you want us to proceed in removing her?
[CUSTOMER][NEUTRAL] I just take her off of it.
[AGENT][NEUTRAL] OK, but we need, uh, we need documentation to do that.
[CUSTOMER][NEGATIVE] and quit, and quit taking the money.
[CUSTOMER][NEGATIVE] My wanting to remove from it is not enough.
[AGENT][NEUTRAL] We'll need something in writing to get her removed.
[CUSTOMER][NEUTRAL] But then you want, you want a reason, and then you want documentation for the reason.
[AGENT][NEUTRAL] OK, it, it, it's up to you. We have no problem removing her, but it's just our internal protocol. So however you choose to handle it.
[AGENT][NEUTRAL] I mean that's what that's what we require with anyone.
[CUSTOMER][POSITIVE] Yeah, OK. Thank you.
[AGENT][NEUTRAL] All right. Any other questions, Mr. [PII]?