AccountId: 011433970860
ContactId: f4774282-a40d-44e0-905d-ead02ea30cd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245380 ms
Total Talk Time (AGENT): 68562 ms
Total Talk Time (CUSTOMER): 80892 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/f4774282-a40d-44e0-905d-ead02ea30cd1_20250421T21:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII], and I work at Focus in NOO and I canceled my insurance policy with them.
[CUSTOMER][NEUTRAL] About a month ago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I'm still getting letters in the mail stating that I still have insurance with you guys and I shouldn't have.
[AGENT][NEUTRAL] What was the policy number, [PII]? Do you have that? I can check on that for you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] It don't show me no policy number on this, uh, paper.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Is your last name spelled [PII]?
[CUSTOMER][NEUTRAL] No, it's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1 L. Yeah.
[AGENT][NEUTRAL] [PII], can I please verify your date of birth and address?
[CUSTOMER][NEUTRAL] Yeah, my date of birth is uh [PII], and my address is um [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, let me just check on one other thing here, just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did any of the letters say anything about just continuing it on like a continuance or anything?
[CUSTOMER][NEGATIVE] Not that I've seen. I, like I said, I let it go because there's a mess up on my thing where they wouldn't give me medical, cause they said it wasn't marked, and they wouldn't be able to change it until the next year. And I needed to have eye surgery. So I went and told them I wanted to cancel it out and they said, OK, and gave me, and I went to a different insurance company. So.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, cause I mean the only thing I show active with us is a dental policy. It looks like you had a hospital at one point, but it's not active. It's been canceled.
[CUSTOMER][NEUTRAL] OK. I just, I just wondering because I keep getting letters in the mail from you guys, so I didn't know what was going on. I just want to make sure it was canceled so I wouldn't have to pay for two different insurance.
[AGENT][NEUTRAL] Yeah, no, it's definitely canceled. Um, I can double check and see.
[AGENT][NEUTRAL] I can see.
[CUSTOMER][NEUTRAL] Yeah, cause I got
[CUSTOMER][NEUTRAL] I've got dental and vision and everything on my other insurance now, so I don't need none of that for.
[AGENT][NEGATIVE] Right, right. Yeah, no, I mean, everything shows lapsed on our side. So if anybody ever called, you know, we would tell them that it's not an active policy, so it, it definitely has been canceled.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what I wanted to make sure of.
[AGENT][POSITIVE] Not a problem, Ms. [PII]. Anything else I can do for you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] That'll be all. Thank you.
[AGENT][POSITIVE] All right. Have a good one.