AccountId: 011433970860
ContactId: 91c5f413-f8fc-42c6-be08-b1f2ff50efd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201699 ms
Total Talk Time (AGENT): 91910 ms
Total Talk Time (CUSTOMER): 89215 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/91c5f413-f8fc-42c6-be08-b1f2ff50efd1_20250310T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Ma'am, I'm trying to figure out is, is, is this insurance still uh active?
[AGENT][NEUTRAL] OK, I can look at that for you. Um, do you have that policy number?
[CUSTOMER][NEUTRAL] Oh hold on ma'am. I got wait hold up uh the policy number oh let me see uh let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, hold on, let's see.
[CUSTOMER][NEUTRAL] I, I don't know, I don't know if there's no policy number, but I see like a.
[CUSTOMER][NEUTRAL] 00 11206 I mean 1209683.
[AGENT][POSITIVE] OK, thank you. Let's see.
[CUSTOMER][NEUTRAL] Is it, yeah, that medical insurance or life insurance or what is that?
[AGENT][NEUTRAL] OK. Let me get that pulled up. Um, what is your name, ma'am?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. And can I get you to verify your date of birth and your address, please?
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[AGENT][NEUTRAL] OK, and your address?
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, that is not the address that we show. um, what we have is in.
[CUSTOMER][NEUTRAL] Oh, you, what is that the one on [PII]?
[AGENT][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][NEUTRAL] It is the one
[CUSTOMER][NEUTRAL] OK, that's the old address, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The new address is [PII].
[AGENT][NEUTRAL] OK, OK, thank you for that, Ms. [PII]. Let me see what this is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, what is it?
[AGENT][NEUTRAL] Now, this does show that it lapsed in [PII], but this was a Medli gap plan where we paid the copay and deductibles that major medical did not pay. Um, let's see if you have anything more recent than that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, no, ma'am.
[CUSTOMER][NEUTRAL] OK, that was at [PII], huh.
[AGENT][NEUTRAL] That was it.
[AGENT][NEUTRAL] Yes, ma'am. It, it lasts [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. I was wondering whether I had a card. I was wondering, I was like what in the world is that? Oh, OK.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, were they taking anything out of my check from that?
[AGENT][NEUTRAL] They, well, let me check that. Um.
[CUSTOMER][NEUTRAL] Do you know?
[CUSTOMER][NEUTRAL] Yeah, see how much they was taken out.
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] So that was just like, that was just like a medical.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, OK.
[AGENT][NEUTRAL] Um, and they would have been taken out of your paycheck for that. Yes, ma'am.
[CUSTOMER][NEUTRAL] What you say?
[AGENT][NEUTRAL] It would have come out of your paycheck for this for this policy.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Oh, OK, but since it's, it, it's, uh, lapsing, uh, 2019?
[AGENT][NEGATIVE] Right, right. You shouldn't be seeing anything.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, alright, OK, I just want to know what that was. I'm off this week. I said I'm checking all my stuff.
[AGENT][POSITIVE] Oh, good idea.
[CUSTOMER][POSITIVE] Yes, ma'am. OK. Well, thank you, ma'am.
[AGENT][POSITIVE] Yes, ma'am. You are welcome. Can I do anything else for you?
[CUSTOMER][POSITIVE] No, ma'am. Have a good day.
[AGENT][POSITIVE] OK, you too, Ms. [PII]. Thank you and thank you for calling ATL. Bye.
[CUSTOMER][NEUTRAL] OK, bye bye.
[CUSTOMER][NEUTRAL] Yes, ma'am.