AccountId: 011433970860
ContactId: e36089bd-bb37-41af-8957-a9d116c59345
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2129979 ms
Total Talk Time (AGENT): 776403 ms
Total Talk Time (CUSTOMER): 598262 ms
Interruptions: 6
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/e36089bd-bb37-41af-8957-a9d116c59345_20250106T14:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Ms. [PII], my name is [PII], and I'm an agent, um, calling on a um
[CUSTOMER][NEUTRAL] Client to ask how to handle taking a child off of a medical supplement.
[CUSTOMER][NEUTRAL] Woohoo, OK.
[AGENT][NEUTRAL] OK. You're needing, OK, [PII], so you're the agent for the group, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and you're wanting to find out about how to request that a dependent child be removed, is that correct?
[CUSTOMER][NEUTRAL] Correct in the form to do it so or if she can keep it. I, so I've got the, I've got the policy uh number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, and it's an oldie Goldie, so it's been around for a while. So,
[AGENT][NEUTRAL] OK. So what I'll need to do [PII], is to get a good callback number for you, then I'll have to verify several things with you for security, and then I can, I can help you with this. So, what is your callback number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] The member's policy number 670318.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Are you still on the line or?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Uh, yeah, I was just gonna ask, are [PII], [PII] still there?
[AGENT][NEUTRAL] They they are they both still work for the company, yes ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] What a hoot. OK. So I'll keep my mouth shut so you can check it's, I'm, I'm, I'm an oldie goldie now, so you, now you know.
[AGENT][NEUTRAL] Yes, ma'am. And we just, uh, well, that's all right. I'm, I'm a pretty oldie myself, but, uh, that's OK. Uh.
[AGENT][NEUTRAL] We just have some new uh rules and regulations in place where we have to verify certain things, um, with each caller. So, first off, if you could please verify the insured's name and date of birth.
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] OK. Um, [PII] and I, I think I wrote down about [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and let's see who we, who would we show as agent of record for this group?
[AGENT][NEUTRAL] For this policy?
[CUSTOMER][NEUTRAL] Probably [PII] or uh [PII].
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Is it a hill?
[AGENT][NEGATIVE] Mm, it isn't. No, ma'am, it's not.
[CUSTOMER][NEUTRAL] Well, we wrote the bit, it came through us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's a medical supplement.
[CUSTOMER][NEUTRAL] I,
[CUSTOMER][POSITIVE] Wow, and and it's MJ logging is our client.
[AGENT][NEUTRAL] I do see that, yes, ma'am. Um.
[CUSTOMER][NEUTRAL] It's not a [PII] or [PII].
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, I may need to go to either [PII] or to [PII]. I, I don't, uh,
[CUSTOMER][NEUTRAL] But you've got [PII], who would have written an old medical supplement policy with American public.
[AGENT][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] On MJ login.
[AGENT][NEUTRAL] OK, I'll tell you what, on here, [PII], give me just a second. So, I have the MGA as [PII]. OK, what is your email address, please, and [PII]'s email? Yes, ma'am.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Well, mine, it's been the same for ages. We, we are, we are, I'm the only active agent between us two old farts, you know what I'm saying?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] What is?
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Uh mine is [PII]. Uh but uh I don't know if
[CUSTOMER][NEUTRAL] Uh, if the, um, [PII], who, uh, is doing the billing for this client, is [PII] on there?
[AGENT][NEUTRAL] No, I showed [PII], but what is, what is [PII]'s email because.
[CUSTOMER][NEUTRAL] It's, it's currently [PII], but it used to be [PII].
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because, OK, so we do have the [PII] now on file for him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Wow, uh, now you've got my curiosity up. I can't imagine who
[CUSTOMER][NEUTRAL] I can't, um, it's not [PII], is it?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm mm. Um, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I would have never written.
[AGENT][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] Well, I, uh, [PII], who else would have if it wasn't me, you, [PII], or
[CUSTOMER][NEUTRAL] I'm calling on my lean's policy to ask a question, but it, it doesn't have any of us as our age as the agent.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] It should have a number for that.
[CUSTOMER][NEUTRAL] Well, OK.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] I don't know what the agent's number would, would mean without the name of the agent.
[CUSTOMER][NEUTRAL] Uh, are you looking at the application? Like I said, this is an oldie, I mean.
[AGENT][NEUTRAL] Yes, ma'am, what I can tell.
[CUSTOMER][NEUTRAL] I'm at my
[AGENT][NEUTRAL] What I can tell you is [PII] can send an email to our care team requesting the dependent be removed. What is the dependent's name?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Wait a minute, but they, [PII], her daughter.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, [PII], see, I'm got, is [PII] on there [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, she's not on there either.
[CUSTOMER][NEUTRAL] So that that policy has no weight.
[CUSTOMER][NEUTRAL] Well, no, it's got an agent on it, but she can't tell me for security reasons. Uh well.
[AGENT][NEUTRAL] So I was, I was able to verify with, I was able to verify um [PII]'s information.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] As I, since I'm the MGA, you can't tell me they have to be working under me.
[AGENT][NEUTRAL] Did he
[AGENT][NEUTRAL] Well, what did, [PII], did you have another email at one point that was more than just [PII]? because we do have something that.
[CUSTOMER][NEUTRAL] That no, no, it was [PII] just like it is for [PII].
[CUSTOMER][NEUTRAL] If, if I need to go over to either [PII] or [PII].
[AGENT][NEUTRAL] I don't, I don't think that either one of them are available. Um, OK, so give me just a moment.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Now my curiosity is piped.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Can you let me place you on a brief hold for just a moment, [PII] to look at something to pull some additional document up.
[CUSTOMER][NEUTRAL] Yes, ma'am, because now, now I wanna know what's going on.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK. Yes, please.
[AGENT][POSITIVE] OK. All right. All right, thank you so much. Just a moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Please answer the phone.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Wow.
[AGENT][NEGATIVE] You know what, I'm not even gonna.
[AGENT][NEGATIVE] She's not even gonna.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I don't know what that is.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you so much for holding for me while I was pulling up that old old, the old application that we had on file. It just took a minute to get that pulled up. So yes, I do see that you're on there along with [PII]. So yes, ma'am, all you would need to do is to send an email to the care team and I can give you that email address.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Requesting the dependent to be removed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me, uh,
[AGENT][NEUTRAL] And the date for removal. So just let me know, yeah, when you're ready and I'll give you that email address.
[CUSTOMER][NEUTRAL] OK, well, before we get into that, who is the agent that's listed on there then?
[AGENT][NEUTRAL] There's just a different name in one of the screens, and I don't know why, and [PII] and neither [PII] nor [PII] are available. I tried to reach out to both of them as well. That's why I went ahead and just pulled the application.
[CUSTOMER][NEUTRAL] OK. OK. So, uh, that's, like I said, that's part my, my thought process. I would like to know, so if you, if you make yourself a note and check with [PII] or [PII] and tell them we've talked and then they know me. I'm a, we did used to do a lot of business with American uh public. But anyway, so, and you can tell them I send hugs and kisses, huh?
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It's on one.
[AGENT][NEUTRAL] Oh, I will. I will certainly do that. Yes, ma'am. I, I, but neither one of them were available. Like I said, I tried to reach out to both of them and it looks like [PII]'s in a meeting and [PII]'s just, oh, can you hold on one second for me?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Again. OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] OK, I have a lady on the line who asked, you know, if you or [PII] were still here.
[AGENT][NEGATIVE] Um, can you look at a policy number because the lady I have on the line, her information is on, this is what a day, uh, what a day, [PII]. Already. No, I mean, it's terrible. No, it's, it's terrible.
[AGENT][NEUTRAL] It's it's, it's, it muted it. The system muted it when I clicked the line screen. Policy 670318.
[AGENT][NEUTRAL] I need you to look at the agent.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Information on there.
[AGENT][NEGATIVE] And every time I try to go to a different screen, it mutes you every time.
[AGENT][NEUTRAL] OK, so, OK, so you see that the agent shows as [PII]?
[AGENT][NEUTRAL] On EMPL?
[AGENT][NEUTRAL] Well, and there's no, there's no agent email.
[AGENT][NEUTRAL] OK, and but she hasn't been able to give me that [PII] name. The email that she's given me for him doesn't have that 64 in it. It's just.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] MR 65. It's DV. She gave me.
[AGENT][NEUTRAL] Yup.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, so, so I can tell her who that is?
[AGENT][NEUTRAL] I mean, I can't, she, she just said his email was [PII] and it used to be [PII] so I mean like I cannot not able to fully verify it.
[AGENT][NEUTRAL] I can.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] But again, right, but you see where I'm going I'm the verification process, you know, June can't give me all of this information. This has been every damn call today. I mean just.
[AGENT][NEUTRAL] OK, so she's needing to cancel this depending on that policy number they just need to send an email to the care team, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if it's gonna have an MP2 change for, I'm just gonna tell her to send an email uh uh.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, girl.
[AGENT][NEUTRAL] OK. All right then. Well, thank you very much. Well, if I'm not, it won't be the first thing today that I've done wrong, but with all the new stuff from this, they won't start today, uh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] I'm so stressed out, I'm so stressed out.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, OK, all right.
[AGENT][NEUTRAL] OK. All right.
[AGENT][POSITIVE] OK. All right, thanks. Bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank
[AGENT][NEGATIVE] This is garbage.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ha
[AGENT][POSITIVE] OK, [PII], you are the sweetest thing and thank you so much for your patience in waiting. OK, so on this policy.
[CUSTOMER][POSITIVE] Oh, I am so sweet. Let, let, yes, ma'am. Go ahead.
[AGENT][NEUTRAL] So, the agent that we have showing was a [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I guess that's how you pronounce her name, [PII]
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's who was showing on one of the screens. Now, like I said, you know, [PII] is showing you're on the application as well, but [PII] was the name that I was trying to.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] Verify.
[CUSTOMER][NEUTRAL] That you couldn't, that you couldn't say. Then, then that even goes back when was this policy issued?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Oh, this policy was issued. Mhm, um.
[CUSTOMER][NEUTRAL] Cause, uh, yes, she was, she was an agent.
[CUSTOMER][NEUTRAL] A long
[AGENT][NEUTRAL] We show 06 for this particular one.
[CUSTOMER][NEUTRAL] Very
[CUSTOMER][POSITIVE] OK, cause she was an agent with us. I guess I didn't realize how many years she was an agent with us for a short time. So, wow. Thank you for, that's one of those things that, you know, you'd wake up at [PII] and wonder who in the heck I.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] I, I know. And, and I, uh, [PII] was able to um break away from what she was doing for just a minute and she saw why I tried to reach out to her and she, she said, oh yeah, you know, and everything she said to, to tell you hello as well. But um anyway, you know, just that I know you understand for security.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that was way before my time, and we do have certain protocols that we have to comply with and, and I was like, you know, she's given me several different names, but none of them are the ones that anyway, but she said that it would be OK to tell you that because she knew that, that she had been with you all.
[CUSTOMER][NEUTRAL] OK, thank you. Tell, tell her she put, she put my frail, my frail mind to rest, so.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I will, I will, but thank you for understanding my place, you know, and my position and not being able to just tell you that, but I could see you on the application and then I can also see, you know, [PII]. Mhm, yes, ma'am. But if you will send an email to care team.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh, at AM Public.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just include, you know, the policy number and what your request is with the date that you're wanting the uh cancellation to be effective.
[AGENT][POSITIVE] We will get that processed for you. Mhm.
[CUSTOMER][NEUTRAL] OK, policy number.
[CUSTOMER][NEUTRAL] OK, then my next question date of cancellation is, is this a policy that if she uh wanted to keep that she could file uh that she you know that uh it is the daughter of uh [PII], so this is her daughter, so it, it was the.
[CUSTOMER][NEUTRAL] Uh, when she reaches an age, is this a policy that she is, uh, uh, terminated on because of age, or is this an individual supplement that if the mother chose to hold on to it that she could submit uh claims on it?
[CUSTOMER][NEUTRAL] Does that make sense?
[AGENT][NEUTRAL] Yes, and I'll have to check that and that may be something that I will need to connect you with customer service uh to look at for you on the age, but give me just a moment and I'll see if I can.
[AGENT][NEUTRAL] Tell that.
[CUSTOMER][NEUTRAL] OK, cause I, if it, if it's too much trouble, we'll just delete it. I, I mean, I'm not making any money on it. I'm just being, well, I'm being a good customer service rep or
[AGENT][NEUTRAL] Well, right, well, sure.
[CUSTOMER][NEUTRAL] So if, if it, if it becomes a major, just ask and cause she, she is an adult, she's uh uh pregnant and, and, you know, has uh some other coverage. So is this something that mama could keep and file claims on for? So if it's, if it's easy to find out the answer to that, or if we just need to take her off, it's OK too, it doesn't matter.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I try to.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm not able to see about the age limit.
[AGENT][NEUTRAL] On this particular policy because it's limited on what I can see just because of the age of the policy.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I'm [PII] and [PII] is [PII], so we're all farts now, so when you talk about AI.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] No, don't say that. Don't say that.
[CUSTOMER][NEUTRAL] Yes, yes, yes, but.
[AGENT][NEUTRAL] It's only a state of mind is what they say.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's a state of body. It's the, the, the mind is, the mind is OK. It's, it's the body that's falling apart.
[AGENT][NEGATIVE] Oh, and that can start falling apart way before the ages of you all. I can assure you of that. I can fully attest to that. Um.
[AGENT][NEUTRAL] I can fully attest to that. 7.
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] Well, let me ask you this. Could you, could you ask whatever the find out that and either call me or send me an email, uh would that be OK? I mean,
[AGENT][NEUTRAL] Honestly, if, if you don't mind holding to, to let me check on that, that would really be better, um, if, if that's OK.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK, well, the, the, and, and you, and you checking on it. OK, that is fine. I'll, I can sit here and work on my Sunday school prayer request list. uh, OK, but if you, if, if you, uh, what is it for individual coverage on this supplement if we, uh, if she can't be covered?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I'll tell you what then, because all of the questions are really going to need to go to customer service, um, I will just connect you with one of the members of customer service for them to be able to answer any question for you like related to the premium and that kind of thing because I won't be able to get that information but when I transfer the I will tell them you know what you're needing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And also um let them know that everything has been verified. So you're not gonna have to go through all that process again and give them the information, you know, uh the policy number as well.
[CUSTOMER][NEUTRAL] OK, because the only thing, can she, can the policy be kept and she be covered for the future and then if not, what is the monthly premium so we can make the adjustment and then I can send to the care team at in public to pull her off but uh so can she be covered? If not, what is individual premium and I'll get this off my plate and yours.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Well, I will pass that information along to them and, um,
[AGENT][POSITIVE] I can give them every to all of them.
[CUSTOMER][NEUTRAL] And you, did you say your name is [PII]?
[AGENT][NEUTRAL] No, no, no, no, no, [PII].
[CUSTOMER][NEGATIVE] Oh sorry.
[CUSTOMER][NEUTRAL] Hello, I don't know why I was thinking of [PII] OK, so you're [PII]. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] In case I, the key thing is if we get disconnected, you give them my number so that I don't have to go through.
[AGENT][POSITIVE] Absolutely. Oh yeah, no, I would absolutely, I would call you back and then just try to transfer you again. Or I could get that number, you know, the [PII] number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's me. OK.
[AGENT][POSITIVE] Yeah. OK, but hopefully that will not happen. But again, it has been my pleasure speaking to you today, Ms. [PII]. So is there anything else that I could help you with before I connect you?
[AGENT][NEUTRAL] Over to customer service.
[CUSTOMER][NEUTRAL] No, you have.
[CUSTOMER][POSITIVE] Uh thank you. You have, you've done well. You have a blessed day and, and, and.
[AGENT][NEUTRAL] Oh, yes.
[CUSTOMER][POSITIVE] Have a Jesus day and uh keep him first and foremost.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Amen. All day, every day, 365 days a year, Ms. [PII].
[CUSTOMER][POSITIVE] Uh-huh. Amen.
[AGENT][POSITIVE] Amen. Amen. Well, happy [PII]. And again, it was my pleasure in speaking to you today and thank you for calling APL. I will get you connected over to customer service.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. One moment. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][POSITIVE] Thank you for calling ACL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] Hi, good, how are you?
[AGENT][NEUTRAL] I'm fine. I have uh an agent on the line. The policy number they're calling about is 670318.
[AGENT][NEUTRAL] The insured is [PII].
[AGENT][NEUTRAL] And they're wanting to find out about part two. She had initially called just to cancel. I'm speaking with [PII].
[AGENT][NEUTRAL] And her callback number is [PII].
[AGENT][NEUTRAL] But she's wanting to now find out if the child if part two can stay on the policy and if for so, and if so for how long, if not, about what the premium would be for just the, just part one only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And again, this is Miss [PII]. She is the spouse of the agent record, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I mean [PII].
[CUSTOMER][NEUTRAL] She's the one
[AGENT][NEUTRAL] Yes, she's fully verified.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And I've been, yeah.
[AGENT][NEUTRAL] They've been doing business with APL for a very, very long time.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] All right. Well, I'll see what I can do. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, thank you so much and I hope you have a great day.
[CUSTOMER][NEUTRAL] Me too.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Miss [PII].
[AGENT][NEUTRAL] Uh, give me just a second. It's trying to release the call. I, my phone's been doing this today. It's
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] But just, just
[AGENT][NEUTRAL] Hang on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's still thinking.
[AGENT][NEUTRAL] But if it, if, if it doesn't release, let's see. Are you all are both on the line? Nope, it's
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I can't what to say.