AccountId: 011433970860
ContactId: fbd837d3-1ef7-4ce0-ba98-73d165d7f77c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248720 ms
Total Talk Time (AGENT): 154994 ms
Total Talk Time (CUSTOMER): 69636 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/fbd837d3-1ef7-4ce0-ba98-73d165d7f77c_20250318T18:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you doing?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][POSITIVE] I'm doing good. Well, let me say [PII] from the care team. I'm doing good. How are you?
[AGENT][NEUTRAL] I knew who it was, girl. We used to have 3 of them, but now we don't got down just to you, so.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's just me. Um, so I have an insured who wants to cancel her dental policy. She's with, uh, Department of Louisiana.
[AGENT][NEUTRAL] What you got for me today?
[AGENT][NEUTRAL] She has to fill out a form, but I can help her. What's the policy number?
[CUSTOMER][NEUTRAL] It's 604-904.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh no, she's on quarterly.
[AGENT][NEUTRAL] She can cancel it, girl. I got her. Did you verify?
[CUSTOMER][POSITIVE] Oh yes, she's fully verified.
[AGENT][NEUTRAL] OK. What's her callback number? Is it what's in the, on the phone?
[CUSTOMER][NEUTRAL] Let me make sure it's the same.
[CUSTOMER][NEUTRAL] Mhm, it's the same.
[AGENT][POSITIVE] OK. I'm ready. Thank you.
[CUSTOMER][NEUTRAL] Alright, hold on one second. You're welcome.
[CUSTOMER][POSITIVE] Hello, Ms. [PII]. Yes, ma'am. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Hello Ms. [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah. OK.
[AGENT][NEUTRAL] Hi, Ms. [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][NEUTRAL] OK, I'm gonna try to make it.
[AGENT][NEUTRAL] Yes, ma'am, I understand. So, [PII] was explaining to me that you're wanting to cancel your policy with us. You no longer want to continue the dental. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, we can definitely take care of that for you. It looks like you're paying quarterly. So you're, you are paid to [PII]. Since you're calling us today in [PII], what we can do is cancel it effective [PII] and refund that 1830 back to you. Do you wanna do that or you just wanna cancel it May?
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] What are you saying? I get a refund or something?
[AGENT][NEUTRAL] For one month if you want to cancel it effective April, you can either cancel it April since you called today in March, but you're technically paid to May, or you can cancel it to May.
[CUSTOMER][NEGATIVE] I could cancel it to May.
[AGENT][NEUTRAL] I need a
[AGENT][NEUTRAL] OK. So you'll be covered until [PII], and you will receive a confirmation letter. It's gonna go out in the mail tomorrow. It's basically gonna say that your policy is canceled effective [PII], but again, you do still have coverage until that time. Um, you won't get any further bills from us or anything. And if you decide to change your mind, you have 10 business days to get back with us and let us know. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No ma'am, I'm, I'm good.
[AGENT][POSITIVE] Well, thank.
[CUSTOMER][NEUTRAL] I just never saw a need to keep it. I had thought about it a while back when I had uh
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Medicare now.
[CUSTOMER][NEUTRAL] On the Aetna and I kept saying, wait a minute, and I'm trying to save every little nickel I could get.
[AGENT][NEUTRAL] Right. Yeah.
[AGENT][POSITIVE] Oh yes, ma'am. I can definitely relate to that. I understand completely. So, I understand, no problem. And if you're fully covered, it basically would have in, in the end result, it would have just paid you. But if you're not utilizing it like that, it's not, you know, I understand completely.
[AGENT][NEUTRAL] So, um, again, you'll be getting that letter, just hold on to it. You, again, the only other thing, we don't have any bank information or anything. The only other thing would have been a bill, but you're not gonna get any bills or anything, but you will still have coverage until [PII].
[CUSTOMER][POSITIVE] I appreciate that.
[AGENT][POSITIVE] No problem at all, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Mm mm no, ma'am, I don't think so.
[AGENT][POSITIVE] Well, thank you for calling APL Ms. [PII], and you have a wonderful day as well.
[CUSTOMER][POSITIVE] OK, I appreciate you talking with me.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] And bye bye.