AccountId: 011433970860
ContactId: 88cc74cf-0fde-4d60-b9eb-d9aa0c4e384e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 480549 ms
Total Talk Time (AGENT): 128466 ms
Total Talk Time (CUSTOMER): 274399 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/88cc74cf-0fde-4d60-b9eb-d9aa0c4e384e_20250416T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. Can you hear me?
[AGENT][NEUTRAL] I can hear you, [PII].
[CUSTOMER][NEUTRAL] OK, cause I, I just got a hold of Tori and [PII] couldn't hear me so I had to wait in line and in the online again. OK, uh, what I wanted to, uh, uh, I called last month to cancel my dental insurance. It's on, it's under, uh, insured under Roy you got, but it's a couple. But, uh, I called last month to, uh, to just uh to cancel it.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] And it hadn't been canceled yet and I don't understand why.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, I do. Uh 615-400.
[AGENT][NEUTRAL] 615-400.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me take a look here.
[AGENT][NEUTRAL] All right, let me just verify on here the date of birth and address, please.
[CUSTOMER][NEUTRAL] OK. Uh, the, uh, my date, well, do you want my husband's date of birth or mine? It says insured Roy Gov. OK, go on.
[AGENT][NEUTRAL] You can
[AGENT][POSITIVE] Yeah, you can do either. Yeah.
[CUSTOMER][NEUTRAL] OK. Uh, 7, mine is 331 [PII]. And my address is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So, I'm not showing the policy is active. Have you not gotten anything for the cancellation yet?
[CUSTOMER][NEUTRAL] Well, I, you know, I, uh, I did get a, let me see what this, uh, hold on just a moment, let me see what this check here is for. I did receive a check because they said they would send me a check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, because they were gonna cancel it then, but somebody had just called from over there and they said, no, it had not been canceled, so I'm not quite understanding what's going on.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, let me see if I can get um.
[AGENT][NEUTRAL] Um, let me
[AGENT][NEUTRAL] Let me see if I can pull up what was sent out to you for like a.
[CUSTOMER][NEUTRAL] OK. Oh, this check here, it's uh safe code. OK, this is uh Liberty Mutual safe code. No, this is not it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I see a letter was sent out on [PII].
[AGENT][NEUTRAL] So in accordance with your request, the above reference policy has been canceled effective [PII]. If this was not your intention, please let us know within 10 business days.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Um, yes, yes, ma'am. Yes, ma'am.
[CUSTOMER][NEGATIVE] So it is canceled then.
[CUSTOMER][NEUTRAL] OK, OK, um.
[AGENT][NEUTRAL] Do you
[CUSTOMER][POSITIVE] Go on. I'm sorry.
[AGENT][NEUTRAL] Oh, no, no, no. Go ahead. Do you have like a check number or something if you want me to check and see what it's, I can see what it's for, um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I don't have a check number. Why, why would I need a check number? I'm sorry.
[AGENT][NEUTRAL] Oh, no, I thought you.
[CUSTOMER][NEGATIVE] I'm not understanding.
[AGENT][NEUTRAL] I apologize. I must have misunderstood.
[CUSTOMER][NEUTRAL] No, no, no, no, I was looking, I was looking to see if that in that check that I had gotten in was from you guys because she said, well you're gonna have and um uh we've already gonna take out that, that uh for whatever that month she says we'll have to reimburse you. And uh so she said you would probably receive a check so I, I, I I.
[AGENT][NEUTRAL] Oh, I thought you
[CUSTOMER][NEUTRAL] No, no, no. No, I know, I.
[AGENT][NEUTRAL] I misunderstood you, ma'am. I'm sorry.
[CUSTOMER][NEUTRAL] Uh, that's OK. That's OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, I mean, I show everything's been canceled. I can check and see and did you get the letter for the can?
[CUSTOMER][NEUTRAL] OK. Could you
[CUSTOMER][NEUTRAL] I did not get a letter for cancellation that I can remember, but let me go in there and as long as you've got it canceled on that side, it should be canceled. Am I correct?
[AGENT][POSITIVE] Oh, yes, ma'am, absolutely. And the
[CUSTOMER][NEUTRAL] OK, hold on just a moment.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let me go in, let me go in there and uh let uh.
[CUSTOMER][NEUTRAL] Let her, let you tell her that it's been canceled. I'm at the general's office now and uh you see with the, with the insurance that I had out with y'all, I'm now on Medicare.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So that's where the difference is coming in at.
[AGENT][NEUTRAL] I hear you.
[CUSTOMER][NEUTRAL] Let me see if I can find her. OK, hold on just a moment.
[CUSTOMER][NEUTRAL] OK, OK. Oh, you're not the same one.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I just needed to find out. I need to talk to her. And what is your name [PII]. OK, hang on. Yeah, I have somebody on the line that she needs to talk to.
[AGENT][NEUTRAL] I apologize for the hassle, [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] That's OK, babe. It's not your fault. It's just one of those, one of those.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] It's OK. You know what I mean, huh?
[AGENT][NEUTRAL] Yeah, yes, ma'am. No more needs to be said.
[CUSTOMER][POSITIVE] Yes, OK, you can come right here.
[CUSTOMER][NEUTRAL] OK, we're here. OK, she's gonna give her insurance information. Let me give it to the lady that'll verify.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] This is [PII] with American Public Life.
[CUSTOMER][NEUTRAL] Ms. [PII] Du off about her insurance. 00 yeah, the American Public life. Hey, Ms. [PII]. [PII], this insurance. Hi.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, I just wanted to confirm with you guys, her policy is canceled. Um, I apologize for the confusion. I don't know. Yeah, it was canceled on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It was canceled on [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, so what we're gonna do is we're gonna take this out of her chart for her.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And I'll make sure I put a pop up in it as well, her account policy was canceled.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Well, thank you so much.
[AGENT][POSITIVE] Yeah, my pleasure. Have a nice day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.