AccountId: 011433970860
ContactId: dfa37d1f-10ce-4ad1-9dfb-83660194e2a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260809 ms
Total Talk Time (AGENT): 94194 ms
Total Talk Time (CUSTOMER): 60807 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/dfa37d1f-10ce-4ad1-9dfb-83660194e2a4_20250422T22:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I got a question about my policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want the number?
[AGENT][NEUTRAL] Um, sure. What was your name first, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And then, uh, yes, if you've got that policy number, I can go ahead and take that.
[CUSTOMER][NEUTRAL] It's 246-216-66.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, just gonna verify some information really quick, [PII] uh can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you uh looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] [PII], my last [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that information. um, what kind of questions did you have for me?
[CUSTOMER][NEUTRAL] I've been OK. I was injured at work on [PII].
[CUSTOMER][NEGATIVE] And my employer kept on, uh, paying the premium and I'm still on injury now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, am I eligible to get a refund for my premium since I'm still, I thought there was a grace period and I stopped paying into the premium.
[CUSTOMER][NEUTRAL] Is that true, or am I mistaken?
[AGENT][NEUTRAL] OK, so I'm I'm sorry, just so that I understand correctly, um, premium was still being deducted from your paycheck from your employer, is that what you mean?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's, that's correct, yes.
[AGENT][NEUTRAL] And this started that was as of February of last year, is that right?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] [PII]. OK, um, give me just a moment, let me take a look.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] OK, there we are, bear with me just a moment. I appreciate your patience, just looking through the policy.
[CUSTOMER][POSITIVE] No, no worries, thank you.
[AGENT][NEUTRAL] OK, so I'm looking a bit um at some of these claims and I see that the waiver has been applied uh for the premium so it looks like we have been putting that included with these claims if that makes sense.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah makes sense to me. I was just making sure.
[AGENT][POSITIVE] OK, absolutely, sorry that took me a minute just wanted to make sure I give you accurate information, yeah.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] Um, can I
[CUSTOMER][NEUTRAL] No, I appreciate it. Can I cancel my policy, please?
[AGENT][NEUTRAL] Let me take a look um.
[AGENT][NEUTRAL] Hold on just a moment.
[AGENT][NEUTRAL] OK, so this would be canceled through your employer as they're the ones who are um you know of course handling the premium so you would cancel that through them.
[CUSTOMER][POSITIVE] OK, thank you. I appreciate it.
[AGENT][NEUTRAL] Of course is there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Have a great day.
[AGENT][POSITIVE] Alright you too thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.