AccountId: 011433970860
ContactId: 9e82f7be-c900-462a-9872-bbe7a51840ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231679 ms
Total Talk Time (AGENT): 92688 ms
Total Talk Time (CUSTOMER): 97481 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/9e82f7be-c900-462a-9872-bbe7a51840ab_20250213T14:24_UTC.wav
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[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] or [PII]. I received a notice that I was no longer eligible effective [PII], but you continued to
[CUSTOMER][NEUTRAL] Take money out of my bank account the last January and February.
[AGENT][NEUTRAL] OK. Um, well, let me take a look at the policy and see what's going on. It may be an error. Um, Ms. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] OK. Sure. It's [PII] and the reference number is 004.
[CUSTOMER][NEUTRAL] 79,760
[AGENT][NEUTRAL] OK, after you said 4, the phone went out and then I heard a 7. Can you repeat that for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. It's 00479760.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, Ms. [PII], I have you here. Can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] My um mailing address is [PII]. And you may have a really old work email address, but my email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And so, so there's a few things. Um, the policy, the reference number that you gave is for your intensive care policy. So all of your, all of your policies are no longer active with the exception of the cancer policy.
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] So that's why there's still a deduction. Um, it should be of 6139. Your cancer policy is active, but that letter is for intensive care.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] So it's, uh, the cancer policy is still active for myself and my husband, and it didn't go down at all when, uh,
[AGENT][NEUTRAL] Uh, let me see, hold on one second, let me.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Pull that policy. Hold on one moment.
[AGENT][NEUTRAL] So yes, the the cancer policy is for you and your husband. Um, it's been active since [PII] and
[AGENT][NEUTRAL] I'm not showing there's been a, uh, like a lapse in coverage or anything for the cancer policy.
[CUSTOMER][NEUTRAL] OK. And, and it's, it's, it doesn't matter how old you are for that, I guess.
[AGENT][NEUTRAL] Right, mhm.
[CUSTOMER][NEUTRAL] OK, OK. Thanks a lot and there's no reason why, I mean, it's the same, same that you've been taking out always strange.
[AGENT][NEUTRAL] Right, um, other than that, 6139 for the cancer policy, there shouldn't be anything else that's being um deducted for you.
[CUSTOMER][NEUTRAL] OK, let's see, 6139. It's OK, OK, thanks a lot. Bye.
[AGENT][POSITIVE] You're very welcome. Well, all the information.