AccountId: 011433970860
ContactId: d004256e-6389-405a-8d5e-4412c977b79e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368619 ms
Total Talk Time (AGENT): 127693 ms
Total Talk Time (CUSTOMER): 147982 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/2025/04/22/d004256e-6389-405a-8d5e-4412c977b79e_20250422T13:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. My name is [PII]. So I just have a question regarding the insurance.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with your questions. Yes, I'm here.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yeah, so, yeah, I can hear you. So my mother's name is [PII], and I just want to cancel my insurance, like regular insurance and visit in uh dental insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So medical and dental?
[CUSTOMER][NEUTRAL] Uh yes, medical and dental.
[AGENT][NEUTRAL] OK, and Ms. [PII], may I have a good contact number in case we're disconnected and either one of the policy numbers?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, give me a second. OK. So,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] For the medical one, the insurance policy number is 02.
[CUSTOMER][NEUTRAL] 36
[CUSTOMER][NEUTRAL] 4642.
[AGENT][NEUTRAL] OK, hold on one moment. And what is a good phone number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII] and name is [PII].
[AGENT][NEUTRAL] OK, can you verify your date of birth?
[CUSTOMER][NEUTRAL] Sure. Give me a second.
[CUSTOMER][NEUTRAL] Um, give me a second. OK, I'll just ask my mother what did.
[CUSTOMER][NEUTRAL] Mummy?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, actually, hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, actually you don't have to, um, just, um, so the medical policy pulled up both, so just in general, just to let you know that both of the medical and the dental, they're no longer active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They can't they
[CUSTOMER][NEUTRAL] OK, so what should I do if I
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] OK, so the question is if I want to cancel the insurance, the medical and dental insurance, what are the procedures for that?
[AGENT][NEUTRAL] Right, I understand the question. What I'm saying is it's already canceled. The medical and dental policies are both canceled.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Oh, is it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, I know like how is this canceled. Um, may I know like when is to cancel the date?
[AGENT][NEUTRAL] So that'll be account specific, so then I would need to verify. Um, can you, is your mom available? I just need to verify with her or?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I, I'll just give you the call. Give me a second, OK?
[AGENT][POSITIVE] OK, sure, take your time.
[CUSTOMER][NEUTRAL] Just, yup.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mommy, if I
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, I can hear you. I'm just giving to my mom, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And honey needs someita.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi Ms. [PII], how are you?
[CUSTOMER][POSITIVE] Good.
[AGENT][POSITIVE] Good, I just
[CUSTOMER][NEUTRAL] I am [PII].
[AGENT][NEUTRAL] OK, I just need you to verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and just your address.
[CUSTOMER][NEUTRAL] Address
[CUSTOMER][NEUTRAL] Give me a second, I'll give you.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] so give me a second.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] You know just like the week like whatever.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Alright, and Mrs. [PII], are you giving me permission to speak with your daughter on your behalf?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And um [PII], that's all I needed. So the policies are no longer active as of January. Hold on, it's coming up now.
[AGENT][NEUTRAL] I think it was [PII], [PII], they were, um, both the medical and dental were canceled.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII] medical and dental, right?
[AGENT][NEGATIVE] Yes, they both canceled.
[CUSTOMER][NEUTRAL] OK. And the last question I do have, um, now the next paycheck, like, uh, she didn't get, um, you know.
[CUSTOMER][NEUTRAL] Exceed the amount of that insurance, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So this
[AGENT][NEUTRAL] I see. Well, her next paycheck shouldn't have anything. Well, I mean, unless there's other policies, there there's none with us. If she has other insurance, it may be taken out, but as far as her APL policies, no, there should be no deductions because she hasn't had it since January.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. That's perfect.
[AGENT][NEUTRAL] All right, well, was there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Uh, no, that's all. Thank you so much. I appreciate that you took too much time for me.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you all have a great day.
[CUSTOMER][POSITIVE] You too. Thank you, bye bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.