AccountId: 011433970860
ContactId: accd6162-f8fb-412c-af9d-729399af8f11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301450 ms
Total Talk Time (AGENT): 147898 ms
Total Talk Time (CUSTOMER): 127798 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/accd6162-f8fb-412c-af9d-729399af8f11_20250429T19:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Um, uh, this is [PII]. I think, um, that I just need to cancel this. The policy is not paying very much on our deal work.
[CUSTOMER][NEUTRAL] Uh, I did want to ask you if, if this type of policy covers anything but dental so that I'm aware of.
[CUSTOMER][NEUTRAL] Of making this decision.
[AGENT][NEUTRAL] OK, Ms. [PII], um, in order to proceed further, is it possible to get your phone number in the event that we get disconnected, please, and then I can help verify what your policy is and assist you with canceling.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was the last part? [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] You probably have our landline as well.
[AGENT][NEUTRAL] OK. What's your policy number? That's OK, Ms. What's your policy number?
[CUSTOMER][NEUTRAL] You need it.
[CUSTOMER][NEUTRAL] 00616677
[AGENT][NEUTRAL] Thank you for that. And can you also verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] Um, [PII] [PII] [PII].
[AGENT][POSITIVE] Thank you for that. And is Mr. [PII] with you as well, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, he is.
[AGENT][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] But I handle all this because he's part of hearing.
[AGENT][NEUTRAL] Yes ma'am, I understand. um, so the policy that you guys have is couple coverage and it is for dental services only, um, it's no other benefits payable just for dental.
[AGENT][NEUTRAL] If it's not suitable for you, we can cancel it um per phone request, but we have to make sure that Mr. [PII] is aware of what you're doing. So if you can just tell him that you're canceling it and if he's OK with it, I just need to hear him say that and then I can go ahead and cancel it before it drafts for this month. You actually caught it, um, we're scheduled to draft tomorrow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, and the last explanation that I got back it was the benefit was not found and I didn't really understand that, um, because it's, you know, it's a dental service we, you know, it had never paid much but it has paid a little or gone to deductible or something, um, but I think this is considered a bridge maybe where they're.
[CUSTOMER][NEGATIVE] Replacing a 2 and seeming to the one next to it, but I'm not sure what.
[CUSTOMER][NEUTRAL] Um, what that is how.
[AGENT][NEUTRAL] Would you like to talk to somebody about that claim?
[CUSTOMER][NEUTRAL] Um, well, it said benefit name not found.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I think
[CUSTOMER][NEUTRAL] So I'm assuming.
[AGENT][NEUTRAL] I think, but I'm not for sure, and that's why I was suggesting maybe you could talk to somebody. But I think we don't cover bridges, so that's probably why it's telling you that if that's what it's considered. Um, that, to my knowledge, that's not a dental benefit that we've ever had on any of our dental products.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, hold on one second, [PII], can you come here to verify canceling.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this won't be taken out of my account tomorrow.
[AGENT][NEUTRAL] Yeah, that we're just canceling the dental insurance for you guys. Um, and I'll send a confirmation letter to you confirming it's been canceled.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, um, so [PII], can you tell her it's OK to cancel? Yeah, this is, uh, [PII], it's, it's OK to cancel.
[AGENT][NEUTRAL] OK, thank you for that, Mr. [PII]. I just needed to make sure you're aware of the cancellation. I hope you have a good day.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][POSITIVE] All right, perfect.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So it won't be uh taken out tomorrow you said?
[AGENT][NEUTRAL] Yeah, it was actually scheduled for first thing tomorrow morning. We generally run our drafts in the morning, but since you guys have called today, I'm officially canceling it, so there wouldn't be any deductions coming out for the month of April. Um, the amount was 3280, but again, you shouldn't see it come out. I am gonna send you a confirmation letter.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, you should get it in the mail within 5 to 7 business days. Just hold on to that for 30 days in the event that something occurs, however, it shouldn't. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] That's all thank you for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.