AccountId: 011433970860
ContactId: f0795047-a5ae-45cb-a42f-100768ba35e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448529 ms
Total Talk Time (AGENT): 107144 ms
Total Talk Time (CUSTOMER): 162667 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/f0795047-a5ae-45cb-a42f-100768ba35e4_20250319T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and y'all sent me a letter out, uh, regarding my cancel policy with you guys, but I'm already, uh, pulled it to you guys, so I just, I was thinking if somebody in an oversight.
[AGENT][NEUTRAL] OK, I can barely hear you.
[CUSTOMER][NEUTRAL] Uh, can you hear me now?
[AGENT][POSITIVE] That's a little better. Give me your name again.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh. [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I got it. Did you say you want to cancel your policy?
[CUSTOMER][NEUTRAL] No, I have a cancel policy with you guys. Y'all send me a portable, uh, document out. Uh, I got it yesterday and I'm already set up for everything, so I'm thinking this was an oversight.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, what's your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't have it with me. Can you pull up my social?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's a good phone number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] To far um.
[AGENT][NEUTRAL] Let me pull your
[AGENT][NEUTRAL] Up your fine.
[CUSTOMER][NEUTRAL] Outpatient and cancer.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], can you verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] Uh huh, [PII]. Date of birth, um, address is [PII].
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you for that information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said that you received the port of the port letter or the portability letter in the mail that you're already set up.
[CUSTOMER][NEUTRAL] Mhm. Uh, this COVID is already set up for the outpatient. I think it's monthly and for the cancer. I think it's, uh, I think I'd set up for 3 months.
[AGENT][NEUTRAL] I wonder why did you get that again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, cancer and group accident?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I do show that you're active. Did you say you received another letter?
[CUSTOMER][NEUTRAL] Yeah, I received another letter, so I'm thinking it was just uh uh oversight.
[AGENT][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] I show the cancer policy is active. I don't know why you would have received another one, see.
[AGENT][NEUTRAL] Do you, does it have a date on the letter?
[CUSTOMER][NEUTRAL] Uh let me see.
[CUSTOMER][NEUTRAL] You know what, has [PII], so it's the old letter.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so this is what it is, OK.
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] Yeah, I showed that both the group accident.
[AGENT][NEUTRAL] And the cancer policy is, is active, you're paid to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's fine so uh.
[AGENT][NEUTRAL] And that looks like it, it could be an old letter if it's dated [PII].
[CUSTOMER][NEUTRAL] Yeah, it, yeah, I didn't know it, you know what, but it came recently. I think I don't understand.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, I think it came recently. It has [PII] on it on the envelope.
[CUSTOMER][NEUTRAL] But when I opened the letter, I didn't recognize that that it was the day the letter actually date of [PII], but on the envelope it does say the [PII]. I just received it tomorrow oh.
[AGENT][NEUTRAL] OK, that's interesting. It is.
[CUSTOMER][NEUTRAL] That's strange. The [PII] postage. Mhm, says [PII]. That's why I didn't really look at the actual date on the letter until you said something.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me look at the, give me a second.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] The main thing though is that we did receive the letter because your account is is active.
[AGENT][POSITIVE] It's kind of interesting.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, it's very interesting.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you said that.
[AGENT][NEUTRAL] Did you say the letter is dated [PII] or the envelope?
[CUSTOMER][NEUTRAL] No, the envelope is, is stamped.
[CUSTOMER][NEUTRAL] I'm looking at um [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And but when I opened the letter, I didn't realized that the letter is dated [PII], which is very strange.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I was just looking on the outside of the letter and I said my goodness.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So I didn't even pay attention to the [PII] of the actual letter mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, well, that's what I was calling I just making sure everything's active.
[AGENT][NEUTRAL] OK, but you're, you're in good standing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Anything else I could help out with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, ma'am, that'll be it thank you have a good day.
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.