Air handler insulation saturated, drain cap left off

I'm on a "maintenance plan" with the local company and they come do seasonal checks of my system. I know probably a waste, but provides some reassurance at a minimal price.

The tech was out 2 weeks ago. Tonight my system wasn't working. crawled in the attic and the cap on the condensate drain was off (presumably he left it off, since no one else has been up there) and the pan was full. After carrying 6 buckets up and down the ladder the system is back running, but there is still water dripping from the air handler cover, so I opened it up and the bottom of the air handler was full of water. The insulation on the bottom of the inside of the handler was fully saturated. I squeezed out as much as possible

The drain is on the suction side; I'm assuming has been pulling in moist air (SE NC) for the last two weeks which was accumulating in the blower area which doesn't go to the drain. I confirmed the drain was not clogged.

Can someone please confirm my assumptions before I call and have a chat with someone and probably cancel my service and should I insist that they come replace the insulation?

thanks.