AccountId: 011433970860
ContactId: ee40230c-1fa3-4bd0-af19-324b5a838f72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492859 ms
Total Talk Time (AGENT): 158742 ms
Total Talk Time (CUSTOMER): 222655 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/ee40230c-1fa3-4bd0-af19-324b5a838f72_20250116T20:24_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and
[CUSTOMER][NEUTRAL] I'm sorry. I was calling to see if I could just tell you over the phone, um, that I had my wellness visit [PII]. I think that was my mammogram, but, um, or is there a form that I still have to fill out and send in?
[AGENT][POSITIVE] Uh, it would be my pleasure to assist you, Ms. [PII]. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] To have your
[CUSTOMER][NEUTRAL] I do not. I'm actually on my lunch break and I just remembered that I hadn't sent that in.
[AGENT][NEUTRAL] Alright, let me see if I can get your policy pulled up. Bear with me just one second.
[CUSTOMER][NEUTRAL] Just one second, OK, I can give you any other information.
[AGENT][NEUTRAL] What state are you in? Are you in [PII]?
[CUSTOMER][NEUTRAL] [PII], yes, ma'am. Birthday [PII].
[AGENT][POSITIVE] All right, got you. Yes, ma'am.
[AGENT][NEUTRAL] Now, actually, let me check.
[AGENT][NEUTRAL] What's your current mailing address?
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Actually, Ms. [PII], the only active policies I see for you are for an intensive care and a life policy.
[AGENT][NEUTRAL] Your cancer policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's crazy.
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] I'm just looking to see if I can look at an active cancer policy.
[AGENT][NEGATIVE] And I don't see one for you.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] That's crazy because
[CUSTOMER][NEUTRAL] I thought I, I'm paying for that because I, I see it on my pay stub.
[CUSTOMER][NEUTRAL] Oh, I thought I saw it on the pay stub.
[CUSTOMER][NEUTRAL] American public.
[AGENT][NEUTRAL] Mhm. Now you are paying for intensive care and a life policy.
[CUSTOMER][NEGATIVE] Oh my gosh, you mean to tell me that every year we have to do this and it wasn't activated or it wasn't carried over.
[CUSTOMER][NEUTRAL] Since when?
[CUSTOMER][NEUTRAL] I would have never done without that had I known.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, it looks like it was [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's when the policy turned.
[CUSTOMER][NEUTRAL] No, I would have never not took that out.
[AGENT][NEUTRAL] I'll tell you what, do you mind holding just one moment? Let me check a little further for you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure. One moment, please, ma'am.
[CUSTOMER][NEUTRAL] one.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I have a, um, can I give you a policy number, please, ma'am?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is 749502.
[CUSTOMER][NEUTRAL] 749502.
[AGENT][NEUTRAL] Mhm. For [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And I verified all of her information. Now, she has an active life and intensive care policy also, but she's saying that this policy should not be termed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I was looking in the notes and it looks like there was an application for family coverage.
[AGENT][NEUTRAL] On 12122.
[CUSTOMER][NEUTRAL] 12122 the application.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Yeah, I got a good one. I'm sorry.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, well, OK, I see that it's still on the group.
[CUSTOMER][NEUTRAL] Was she, OK, she's still in the group.
[AGENT][NEUTRAL] Oh, so, yeah. You know what, I did not see that. So.
[CUSTOMER][POSITIVE] Mhm, she's still under good.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] We might have canceled the policy, um.
[CUSTOMER][NEUTRAL] Let me look into it really quick, intensive care and she has another one.
[CUSTOMER][NEUTRAL] Uh, let me look at it.
[CUSTOMER][NEGATIVE] It's a cancer.
[AGENT][NEUTRAL] But did the group
[AGENT][NEUTRAL] I mean,
[AGENT][NEGATIVE] She's like, there's no way I would have kept those other two and not kept my cancer.
[CUSTOMER][NEUTRAL] OK, yes. Um, sometimes it happens that
[CUSTOMER][NEUTRAL] There's a group notification, there's a file saying we cancel it. It's not supposed to be canceled. Um.
[CUSTOMER][NEUTRAL] So I can take the call and um get her to contact um her um HR department.
[AGENT][NEUTRAL] It looks like she
[CUSTOMER][NEUTRAL] So they can send us a notification that we have to reinstate it and it was lapsed in error.
[AGENT][NEUTRAL] OK. If you don't mind cause she's really confused.
[CUSTOMER][POSITIVE] Yes, I can do that.
[AGENT][NEUTRAL] I am too. I was looking at the notes. I was like, wait, active, not active. Let's see, OK, and she said that she does see where she's making payments and I said, well, you still have the active life and intensive care policy, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes. All right. I can go ahead and take care of it.
[AGENT][NEUTRAL] I cleared that up.
[AGENT][POSITIVE] Thank you [PII], one moment please, let me get her on the line.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you. You have a great afternoon.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] All right, Ms. [PII], thank you for your patience. I'm checking with customer service. In fact, we have [PII] on the line. She's going to look into that further for you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful afte[PII]. Stay warm next week.
[CUSTOMER][POSITIVE] Yes ma'am and you too.
[AGENT][POSITIVE] Thank you. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Hi, how are you? Hello, I'm doing good. This is [PII] in customer service, and I was just advised that um one of your policies has been canceled and it has to and the intention is to keep it active. That is correct.
[CUSTOMER][POSITIVE] Yes ma'am, I would have never canceled that. Alright, OK, so we might have.
[CUSTOMER][NEUTRAL] Technology sometimes is crazy with us. We might have canceled, and I apologize for this inconvenience. We might have canceled it in by accident. I don't see any correspondence from the group who canceled or anything, so it might have been canceled by mistake, um.