AccountId: 011433970860
ContactId: 1136e06d-cd6a-45ea-b8be-6e6339ecf2de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319940 ms
Total Talk Time (AGENT): 127555 ms
Total Talk Time (CUSTOMER): 89603 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/1136e06d-cd6a-45ea-b8be-6e6339ecf2de_20250227T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to see what uh all benefits I had and see if I was eligible for something.
[AGENT][NEUTRAL] Sure we can take a look at those benefits. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] I'm sorry, could you repeat that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh yes ma'am, hold on, it is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Member ID or it's an issuer number? Alright, member ID is 327.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] 186906
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Well, I did not get a result with that, [PII]. Um, I could try searching using your social.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, there we are. I'm just gonna verify some information really quick. uh [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address we've got on file for you. Uh, look, it might be through your employer.
[CUSTOMER][NEUTRAL] OK, that'd be uh [PII].
[AGENT][NEUTRAL] Uh, we've got [PII]. Is that not right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's just we they we have both of them.
[AGENT][NEUTRAL] Oh, OK, just wanted to make sure that was all right. OK, well, I appreciate you verifying all of that information. So this is a critical illness policy. Let me go ahead and get that pulled up. Did you have specific questions or would you like me to just send you a copy of your policy?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, you can send me a copy, but I was wondering if I had the voluntary work site coverages for accident and what accidents was covered because I've been out of work since [PII].
[AGENT][NEUTRAL] OK, so this does not typically offer that kind of coverage, but I can get that pulled up and we can double check that. This is the only policy you have with us. Um, it's possible you might have those kinds of coverages, um, through a different carrier. Um, I would ask your, uh, employer who that might be through.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Give me just a moment, let me get this pulled up.
[AGENT][NEUTRAL] And you said this was due to an accident?
[AGENT][NEUTRAL] For an injury? OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, yes. So this is specifically for uh critical illness. So it's a specific um diseases and uh illnesses.
[CUSTOMER][NEUTRAL] Right, well, I, I was looking online and reading a video and it, it talks about other things as well too far as like accidents and.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] We do have accident policies um that are specific for that but uh this is the only policy you have with us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, alright, I appreciate it. Yeah, if you could, could you just send me a copy of that and I'll, I'll review it.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely. Did you want me to I could just send it through email if you'd like.
[CUSTOMER][NEUTRAL] Yeah, that's fine. Can you send it to the Yahoo email or you gotta send it to the other one?
[AGENT][NEUTRAL] No, um, if there was a specific email address you'd prefer, I can send it to that. uh, what was that email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] That's it. You did say [PII], correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I will go ahead and get that sent to you um was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] No, that's it. I greatly appreciate it.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yeah, you as well.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] But