AccountId: 011433970860
ContactId: 11ba32ad-7296-4041-a9f9-9037fbc825bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1019979 ms
Total Talk Time (AGENT): 365440 ms
Total Talk Time (CUSTOMER): 437611 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/11ba32ad-7296-4041-a9f9-9037fbc825bd_20250114T19:03_UTC.wav
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[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII] or [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][MIXED] OK, thank you. [PII] I hate to bother you, but I have, I have a question about.
[CUSTOMER][NEUTRAL] Um, my intensive care policy.
[AGENT][NEUTRAL] OK, I can help you with your questions on your policy. Can you please give me your name and your call back number?
[CUSTOMER][NEUTRAL] Uh huh my name is [PII], and the phone number would be [PII].
[CUSTOMER][NEUTRAL] Let me see, [PII] gosh hang on.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] It's a cell phone. Just a second.
[AGENT][NEUTRAL] Yes, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII]. I, I, I lost it. I'll tell you it in a minute.
[AGENT][NEUTRAL] OK, that's fine. OK, Ms. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's 01597001.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] I have my phone number by the way.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the phone number is [PII].
[AGENT][NEUTRAL] OK, thank you Ms. [PII], I appreciate that. OK, and let me repeat the policy number to you 0159.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] OK, uh huh.
[AGENT][NEUTRAL] 700.
[CUSTOMER][NEUTRAL] 70
[AGENT][NEUTRAL] 7001? OK, I'm not able to pull that policy up in your name, um.
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so let's see, I'm looking at it online.
[CUSTOMER][NEUTRAL] What else do I need to to do? I, I'm, I'm just uh.
[CUSTOMER][NEUTRAL] You're not able to see that?
[AGENT][NEUTRAL] Right, I pulled up 01597001 and it's pulling up a different member's name. Do you have a, can I get your social security number that'll pull all your policies in for me.
[CUSTOMER][NEUTRAL] At all?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah, yeah, just, just a second. I, I'm going to also look at um.
[CUSTOMER][NEGATIVE] Hang on for a second here. This is cancer.
[CUSTOMER][NEUTRAL] Uh, the social security number is [PII].
[AGENT][NEUTRAL] OK, let me try that way.
[CUSTOMER][NEUTRAL] Oh, OK, I have it online. I have a [PII] is the number listed online.
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][POSITIVE] One correct.
[CUSTOMER][NEUTRAL] I do exist.
[AGENT][POSITIVE] Yes, ma'am. I think I have found you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, let me keep. All right, and you said it was about your intensive care policy. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh huh, it's [PII].
[AGENT][NEUTRAL] And then for security reasons I'll need for you to verify your address, phone number and email address that we have on the policy for you Ms. [PII].
[CUSTOMER][NEUTRAL] OK, the, the, the email address is my name, all lower case letters [PII].
[CUSTOMER][NEUTRAL] Alright, and the phone number you have [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And what was the first one you wanted?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Your address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes, I do see that. Thank you so much. And you said you had questions about your intensive care policy. How can I help you with those questions?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, that policy was written as you can see 100 years ago in [PII], I think. Now that policy, does that change any with age or I, I, I tried to look at my past literature and they're just, just such a compilation of forms and documents. It's kind of just hard to sift through everything.
[AGENT][NEUTRAL] I understand. uh, let me pull your policy up and let me view it and and read it real quick to see if it says anything about age.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] It's gonna be just a second, give the computer enough time to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine. That's, yeah, that's fine. That's fine.
[AGENT][NEUTRAL] To pull it in.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][POSITIVE] It's got to give it a chance to do its thing.
[CUSTOMER][POSITIVE] That's OK, that's all right.
[CUSTOMER][NEUTRAL] Hey, for somebody who couldn't remember the phone number, you, you never call your phone number.
[AGENT][NEUTRAL] Yes, ma'am, I understand.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, you don't call yourself so it's.
[AGENT][POSITIVE] Understandable.
[CUSTOMER][NEUTRAL] No, not usually. Yeah. Well, it's what they call a senior moment, sorry.
[AGENT][NEUTRAL] I, I have those too. Don't feel bad. I have to write everything down. No. Well, I'm not a, I'm a senior, but I'm not a senior senior yet.
[CUSTOMER][NEUTRAL] Oh, you're too young.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know, as, OK, so my son says between [PII] and [PII], you're a fall chicken. And then when you turn [PII], well, I'm a winter chicken as of a few days ago, as of December. So I have an excuse.
[AGENT][NEUTRAL] OK, I'm a fall chicken.
[AGENT][POSITIVE] Yes, ma'am. There you go.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] Well, I gotta keep on going.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEGATIVE] It's so long. I got a lot of paperwork in here.
[AGENT][NEUTRAL] You've had this policy a long time.
[CUSTOMER][NEUTRAL] Yeah, uh,
[CUSTOMER][NEGATIVE] I know it and that's why I was trying to go through the folder and update everything and get rid of what I don't need. I mean there's just piles of it, Tory, there's just piles and it's like I don't even know how to sift through it.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I see the policy online.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think let me see here.
[CUSTOMER][NEUTRAL] Oops, there's been an error. Well, it did, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It says 75.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What happens at [PII]?
[AGENT][NEUTRAL] Uh, that's what I'm trying to figure out. Let me keep on going.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] It's gonna take me just a sec.
[CUSTOMER][POSITIVE] But it's OK. It's all right.
[AGENT][NEUTRAL] I know it's gonna have it on here somewhere. It's just so much information that I'm trying to.
[CUSTOMER][NEUTRAL] Grace period premium cancellation refund right.
[AGENT][NEUTRAL] I'm looking at, it said that about confinement for 30 days.
[CUSTOMER][NEUTRAL] The time.
[AGENT][NEUTRAL] And then for your
[AGENT][NEUTRAL] If you're confined.
[AGENT][NEUTRAL] For the anniversary date or the year of [PII] and but I'm trying to see what the year, what they meant by the year of [PII]. I'm trying to find that for us.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] All right, I, I appreciate you taking the time and effort. It it like well.
[AGENT][POSITIVE] Oh, it's no problem.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] I wanna make sure they give you good information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Payment healthcare.
[CUSTOMER][NEUTRAL] Uh mhm.
[AGENT][NEUTRAL] You must see it too how long it is.
[CUSTOMER][NEUTRAL] Well, I, I, I do. I'm looking at it and that's, uh, you know, I started going through that and I thought, no, this is, this is, uh.
[CUSTOMER][NEGATIVE] Questionable. I, I just can't answer all these questions to be comfortable with it myself.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Let's see how.
[CUSTOMER][NEGATIVE] But it's so tens and has consistent nerves and injury.
[CUSTOMER][NEUTRAL] If you are confined, if you are so while this policy is in force.
[CUSTOMER][NEUTRAL] We will pay the daily indemnity if you are still confined before the policy following if you are.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, while this policy is in force, we will pay the daily indemnity shown in the policy schedule.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If you are so confined before the policy anniversary.
[CUSTOMER][NEUTRAL] Following your [PII] birthday, we will begin paying this on the first day of.
[CUSTOMER][NEUTRAL] OK, that, that's OK.
[AGENT][NEUTRAL] Now I need to go
[CUSTOMER][NEUTRAL] While this policy, yeah, well this policy.
[AGENT][NEGATIVE] Yeah, it's kind of confusing.
[CUSTOMER][NEUTRAL] It is we will.
[AGENT][NEGATIVE] I had to rate it times too.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK pay indemnity showing you are so confined before the policy anniversary.
[CUSTOMER][NEUTRAL] Policy anniversary. I'm not exactly sure what that means.
[AGENT][NEUTRAL] Or the
[AGENT][NEUTRAL] Your policy anniversary date is the day that you took the policy out.
[CUSTOMER][NEUTRAL] 00, before, OK, if you are so confined before the policy anniversary following your [PII] birthday. Oh my [PII]. OK. All right.
[AGENT][NEUTRAL] So, so it's [PII]. Let's say your birthday is today.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So it would be.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Cause every year is on [PII] the [PII] of every year is your anniversary day.
[CUSTOMER][NEUTRAL] Give me a second
[CUSTOMER][NEUTRAL] Oh, OK. See, I didn't know it. OK. OK.
[AGENT][NEUTRAL] Of your policy.
[CUSTOMER][NEUTRAL] I see that requested effective date [PII]. OK, before the policy anniversary.
[CUSTOMER][NEGATIVE] That still isn't clear to me.
[CUSTOMER][NEUTRAL] With the regards of the [PII].
[AGENT][NEUTRAL] Yes, ma'am. Um, what I'm gonna do, cause I'm not, I, I'm looking at it, I'm looking at the same thing that you're looking at and it says.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] Anniversary date or the age of [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Let me see if I'm missing something in the schedule of benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause the benefit amount.
[AGENT][NEUTRAL] For, for daily and this is just to verify your coverage is not a guarantee of payment. Daily intensive care, coronary care days 1 through 30, accident and sickness benefit amount is $600. I do see that. Um.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did, yeah.
[CUSTOMER][NEUTRAL] $600 yeah, I see that.
[AGENT][NEUTRAL] And does it, OK, let me see individual means only the person. OK, let me see if it says anything about individual and.
[CUSTOMER][NEUTRAL] Insured for let me see.
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Individual policy.
[CUSTOMER][NEUTRAL] Mm means only the person named in the insured policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Family means on the deaf.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I sure does not mean anything.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] While this policy is.
[CUSTOMER][NEUTRAL] Before the following [PII] birthday.
[AGENT][NEUTRAL] That's what I'm looking at. If you are so confined before the policy anniversary following your [PII] birthday.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But that doesn't tell me whether I am going to be.
[CUSTOMER][NEUTRAL] If you are still confined before the policy anniversary following year [PII], well, it, it.
[AGENT][NEUTRAL] I'm gonna try to get somebody.
[CUSTOMER][NEUTRAL] OK. It does appear that we will pay the daily, yeah, would you please?
[AGENT][NEGATIVE] Yes, because it's not, it's not reading clearly to me, like.
[CUSTOMER][NEGATIVE] It's not clear.
[CUSTOMER][NEUTRAL] Yeah, yeah, me either.
[AGENT][NEUTRAL] It doesn't say your policy will lapse, it doesn't say your premium is going to change, and I need to know those things.
[AGENT][NEUTRAL] And you need to know those things.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Well, that's why I'm calling because I'm glad that you in a way have some questions about it. It'll help you for someone else like me who calls the next time, so.
[AGENT][NEUTRAL] Absolutely, absolutely. So what, I'm gonna go ahead and transfer you on over to somebody that works in the intensive care department. And so it's gonna be a brief hold while I transfer you, OK? Thank you, Ms. [PII]. All right. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine. That's fine. Mhm. Thank you. Uh-huh.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling Eli [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got, um, hey, good, I've got Ms. [PII] on the phone. Her policy number is 597001.
[CUSTOMER][NEUTRAL] Hi, [PII], how are you doing?
[AGENT][NEUTRAL] Her and I have spent the last 15 minutes looking at her policy, her certificate, that's an on base.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it does say something about her [PII]-fifth birthday, but it doesn't state what?
[AGENT][NEUTRAL] And she's just needing help with that. Does it cancel at 75? Does it, the premium go up? It, it's not being specific.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, I think it's.
[CUSTOMER][NEUTRAL] I think it canceled. I had, I wonder if it's this one I had before. Let me see.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] And I have verified all of her information for her, um, policy.
[CUSTOMER][NEUTRAL] Uh, let me go ahead and get a callback number and I can go and help, but I think it does cancel after 75, you know, where did it go? Yes. What's the callback?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's um [PII]72-6358.
[CUSTOMER][NEUTRAL] OK, you can go and send it there.
[AGENT][POSITIVE] OK, thanks. You have a good day and.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.