AccountId: 011433970860
ContactId: dd5488f1-8279-4f3a-869d-cdd9c89605ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408899 ms
Total Talk Time (AGENT): 112692 ms
Total Talk Time (CUSTOMER): 83471 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/dd5488f1-8279-4f3a-869d-cdd9c89605ed_20250131T18:57_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Uh, yes, my name is [PII], and I'm calling to cancel my coverage.
[AGENT][NEUTRAL] OK, um, well, I'll be able to assist you with your cancellation. And [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Uh yes, my phone number is [PII].
[AGENT][POSITIVE] Thank you for that and, oh, go ahead.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, I'm looking at my America public life insurance card so the policy number on the card is 579-415.
[AGENT][NEUTRAL] Do you see anywhere that says in hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] There's a plan number at the bottom.
[AGENT][NEUTRAL] Let me try this. Hold on one second.
[AGENT][NEUTRAL] It might just look different.
[AGENT][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] Yeah, I've had this since [PII], so.
[AGENT][NEUTRAL] OK, um, and I do see the policy here and [PII], I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, my date of date of birth is [PII] and my current address is [PII].
[CUSTOMER][NEUTRAL] Which is probably different from when I took out this policy.
[CUSTOMER][NEUTRAL] I don't know what it shows.
[AGENT][NEUTRAL] Um, no, that's the, that's the address on here. You said, wait, say the number again?
[CUSTOMER][NEUTRAL] OK, OK, because we, because we moved since my address is [PII].
[AGENT][NEUTRAL] OK, yeah. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see, hold on one moment.
[CUSTOMER][NEUTRAL] It's a dental policy.
[AGENT][NEUTRAL] Has this been received? Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] We haven't built for January, I mean for February.
[AGENT][NEUTRAL] So I can do it, right?
[AGENT][NEUTRAL] Lord, I hope so.
[AGENT][NEUTRAL] L
[AGENT][NEUTRAL] So they paid up until [PII].
[AGENT][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] This is the one, this is the only crystal is not here.
[AGENT][NEUTRAL] But we haven't billed for February, that payment that they made paid until [PII], so we should still be able to do it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, well.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[AGENT][NEGATIVE] Oh crap.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. Um, so I have canceled the policy for you. So your last payment that was received, it paid the policy up until [PII]. So you'll still be um covered until the [PII], but we haven't billed for February, so um it'll just be up until the [PII], and then you are going to receive a um a confirmation letter in the mail and it will show that termination date as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and this, of course this is a couple coverage so it cancels both of us, correct?
[AGENT][NEGATIVE] Right, it cancels everyone.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][POSITIVE] Like I have my I have my husband on there too, OK, alright, thank you so much. I hate to do this but my employer is my my new employer provides insurance now, so.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] Oh, that's a good thing though.
[CUSTOMER][POSITIVE] It is a good thing. All right, well thank you for your help.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Uh, you too, thank you.
[AGENT][POSITIVE] Thank you, bye bye.