AccountId: 011433970860
ContactId: fa4bb4da-5327-41e3-a080-6c5c02cd55db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245720 ms
Total Talk Time (AGENT): 106969 ms
Total Talk Time (CUSTOMER): 124545 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/fa4bb4da-5327-41e3-a080-6c5c02cd55db_20250319T13:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey, I'm, I'm actually just trying to get a date that my services were terminated.
[AGENT][POSITIVE] Oh, I can help you with that, sir. What is a good call back number in case we get disconnected I can get right back to you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you, sir. And do you have your policy number available?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I actually do. Um, well, it's the policy and reference number that's the same thing on this bill. OK, OK. Uh, 0233.
[AGENT][NEUTRAL] It's the same. Yes, sir.
[CUSTOMER][NEUTRAL] 1816.
[AGENT][NEUTRAL] Thank you. And can you verify your name and date of birth, please, sir?
[CUSTOMER][NEUTRAL] Sure, [PII] [PII].
[AGENT][NEUTRAL] All right, thank you, Mr. [PII]. And then also if you don't mind verifying your current mailing address.
[CUSTOMER][NEUTRAL] Look at my current mailing address is [PII].
[AGENT][NEUTRAL] OK, so we have a different, yeah.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, OK, [PII].
[AGENT][POSITIVE] And I can actually update that.
[AGENT][NEUTRAL] Address for you that way if there's any future correspondence or anything it'll come to your correct address. Give me that address again [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, uh, well, I'm actually calling to make sure the services are terminated.
[AGENT][NEUTRAL] Yeah, the policy did turn on [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With no, no active coverage after that date.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, because I called somebody yesterday and they were saying that it won't.
[CUSTOMER][NEUTRAL] I couldn't get a date of termination until [PII], so it was actually [PII].
[AGENT][NEUTRAL] Right, that's correct. It's [PII].
[CUSTOMER][NEUTRAL] Oh, OK, well, that was simple enough.
[AGENT][NEUTRAL] And I can update that address. No, not a problem at all, but I can update that address for future if there's any more correspondence, but because a lot of times the providers will have your information on file and they'll send it to us. They just haven't taken it off or something.
[CUSTOMER][POSITIVE] I am so sorry.
[CUSTOMER][NEUTRAL] Sure, sure, why not?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'll be happy to update that. You said [PII]?
[CUSTOMER][POSITIVE] OK, I got you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Is that road or street?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] [PII]. And that was apartment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I'm gonna update that and that way you will uh receive correspondence. Did you receive that EOB from that last claim?
[CUSTOMER][NEGATIVE] Yes, I did, and it did say that services were terminated. So, and that was from [PII]. So that's why I was real confused as to, you know, because it says, you know, obviously, the service wasn't paid for because I didn't have the insurance, so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it is
[CUSTOMER][POSITIVE] Awesome well you've been great.
[AGENT][POSITIVE] Well, it's been a pleasure to assist you. And is there anything else I can help you with, Mr. [PII]?
[CUSTOMER][POSITIVE] I think you've done everything I need to know.
[AGENT][POSITIVE] Well, thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.