AccountId: 011433970860
ContactId: 8cdda22a-5d52-4e38-850e-4aef305a8fa2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115300 ms
Total Talk Time (AGENT): 57803 ms
Total Talk Time (CUSTOMER): 33531 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/8cdda22a-5d52-4e38-850e-4aef305a8fa2_20250124T14:37_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Lives, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, yes, it's showing that I have a claim on my, uh, my benefits thing, I guess, but I called a couple of months ago and asked to be removed from this plan and it's still trying to charge things to it.
[AGENT][NEUTRAL] OK. Uh, can I get your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, could I get your policy number with us?
[CUSTOMER][NEGATIVE] I, I don't know what it is. I don't even have my insurance card.
[AGENT][NEUTRAL] OK, could I get your social, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, if you could verify your date of birth and mailing address please.
[CUSTOMER][NEUTRAL] [PII] and my address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for verifying your account and [PII], I do show.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it looks like you did have a.
[AGENT][NEUTRAL] Well, no, everything's canceled. Uh, your medical, your disability, and dental, you had them, they all cancel. If anything is still trying to come out, that would be coming out through the employer. So you wanna check with your employer and see uh why.
[CUSTOMER][NEUTRAL] That's what I'm saying.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, I guess benefits are still trying to, you know, they're trying to charge you for benefits, but that would be through your employer.
[CUSTOMER][NEUTRAL] It's still trying to
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful weekend. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye.