AccountId: 011433970860
ContactId: 892fd7b1-5b48-4328-9957-443e03d99248
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225490 ms
Total Talk Time (AGENT): 107992 ms
Total Talk Time (CUSTOMER): 88994 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/892fd7b1-5b48-4328-9957-443e03d99248_20250203T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling um to make sure that our insurance was canceled through you all because my husband no longer works for MAU.
[AGENT][NEUTRAL] OK, let's take, take a look. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 250.
[CUSTOMER][NEUTRAL] 4681
[AGENT][POSITIVE] OK, thank you so much. Let me pull this up here, just a second.
[AGENT][NEUTRAL] And just to confirm it was 25047681?
[CUSTOMER][NEUTRAL] No, there's uh.
[CUSTOMER][NEUTRAL] Cause we, when we uh had you all it was group accident group hospital indeinity and group voluntary dental, there's three separate policy numbers but the group accident one is 2504681.
[AGENT][NEUTRAL] 4681. I'm sorry, I had an extra number there.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And then if I can just get your name, date of birth, and then address please.
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[CUSTOMER][NEUTRAL] Um, my birthday is [PII], and um do you need our old address or new one because we moved over the weekend?
[AGENT][NEUTRAL] It would just be the yeah whatever one we had on file.
[CUSTOMER][NEUTRAL] It's OK. The one on file is [PII].
[AGENT][NEUTRAL] Alright, thank you so much and then it looks like the email on file is a [PII]. It's [PII]. Is that still good?
[CUSTOMER][POSITIVE] Yeah, that's a good one.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] So, let's see.
[CUSTOMER][NEUTRAL] Because it was my understanding that once we quit working there we didn't have it anymore obviously but um I was just rechecking online and it said active but I was just wanting to make sure it was canceled already.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it was paid to date, um, so it was paid up until [PII] generally policies will go for 30 days and then cancel out if there's no continuation. Some companies will give you the opportunity to continue on a policy if you want to, um, so yeah, it looks like that was the paid to date which was the [PII] so it shouldn't go after that even though it's still not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Showing canceled, that's not quite unusual because usually it'll run for 30 days after the end of employment.
[CUSTOMER][NEUTRAL] I was just saying because where my kids have doctor's appointments so I was just wanting to verify that it was canceled.
[AGENT][NEUTRAL] Yeah, yeah, so yeah, it, you know, anything as far as up until the [PII] would be covered, but then after that it won't be covered because the policy will cancel out after that point.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] We're not
[CUSTOMER][NEUTRAL] Covered on the insurance, correct? Sorry, I was just a little confused. OK, I was just making sure thing.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Oh, I'm sorry, I'm sorry.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Yeah, so yeah, you're very welcome you have a good rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] OK.