AccountId: 011433970860
ContactId: 09233c12-47b9-4e81-88cf-19e1987b2ba2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251020 ms
Total Talk Time (AGENT): 90280 ms
Total Talk Time (CUSTOMER): 57667 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/09233c12-47b9-4e81-88cf-19e1987b2ba2_20250311T15:41_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm calling to see exactly what's my benefit or or and what I'm entitled to right now.
[AGENT][NEUTRAL] I can certainly look up your policy and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] B Y R D
[AGENT][NEUTRAL] Thank you. Um, [PII], what is your policy number that we look, I can look up today?
[CUSTOMER][NEUTRAL] Um, 485.
[CUSTOMER][NEUTRAL] 282. I have 2.
[AGENT][NEUTRAL] 485282.
[CUSTOMER][NEUTRAL] And then I have another 1 704.
[CUSTOMER][NEUTRAL] 880
[AGENT][NEUTRAL] I think you
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If I could get a callback number, please, in the event that we're disconnected, I, I also have to uh verify your, your um uh date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Phone number is um I'm gonna give you my home number [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you very much. And this is a cancer policy?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that what this is? I'm just checking here. Um.
[AGENT][NEUTRAL] OK, I see critical illness, yeah.
[CUSTOMER][NEUTRAL] I think it's
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] All right, let's just see what we can do about, I think somebody in the cancer department would be able to assist us with this, so let me just check here. Excuse me just a moment.
[AGENT][NEUTRAL] OK, excuse me just one moment please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][NEUTRAL] Yes, this is [PII] in the claims department. Um, I have a lady named [PII] and she was asking me questions about her cancer policy and I wasn't able to answer them. I was wondering if I could give you her policy number and, and have you talk to her, please, ma'am?
[CUSTOMER][NEUTRAL] Uh, what's that policy number?
[AGENT][NEUTRAL] It's 007.
[AGENT][NEUTRAL] 04880 and I have verified her.
[CUSTOMER][NEUTRAL] Uh, give me one moment.
[CUSTOMER][NEUTRAL] Just wanna make sure I'm able to assist. May have to get someone in cancer claims. And what is she wanting to verify her claim status?
[AGENT][NEUTRAL] Well, it's not just the claim status. She's wanting to know uh everything that the, that the policy will uh will do and it's, and um she's wanting to know, uh, some other things about what she needs to send in and I'm just not sure how to help. um.
[CUSTOMER][NEUTRAL] OK, so she's essentially wanted to know what other benefits she may have and how to submit?
[AGENT][NEUTRAL] Yeah, and how to submit and, and what, what is covered and what is not, and I think it goes more than uh than just the, the fees than just the benefit schedule that I was able to look at, so, um.
[AGENT][NEUTRAL] That's why
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, you can send her to me. I try to help her as much as I can.
[AGENT][POSITIVE] OK, thank you very much