AccountId: 011433970860
ContactId: 13c38e90-a017-4c59-96e1-5b6c36177b73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416779 ms
Total Talk Time (AGENT): 273391 ms
Total Talk Time (CUSTOMER): 109460 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/13c38e90-a017-4c59-96e1-5b6c36177b73_20250116T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. This is [PII] in customer service. I have an insured on the line requesting an explanation of her benefits. Is this the correct you?
[AGENT][NEUTRAL] Yeah, this is the correct you. Hold on one moment, let me get to the screen and you can give me that uh policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's gonna be 21 is intensive care and the other one is life. Um, policy num policy number for intensive care is 74.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 95.
[CUSTOMER][NEUTRAL] 03.
[AGENT][NEUTRAL] OK. And that's that one. OK. So let me have the other one, the light, put you on Chicago on this one or the lights.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On both.
[AGENT][NEUTRAL] OK, what's the life policy number?
[CUSTOMER][NEUTRAL] Alright, that will be 10.
[CUSTOMER][NEUTRAL] 19.
[CUSTOMER][NEUTRAL] 826.
[AGENT][NEUTRAL] OK, and her name is [PII].
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, let's see. 125, was that, was that back in, OK, let's see what's going on because that I mean she calling for benefits or for a cli uh information on the claim.
[CUSTOMER][NEUTRAL] Um, she's requesting information about the benefits.
[AGENT][NEUTRAL] Oh, OK. I misunderstood. OK, I got you now. OK. You can let me speak to her.
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a nice day.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] My name is [PII] and I'm in the claims department and you're calling for benefits on your life policy and your intensive care policy. Is that correct?
[CUSTOMER][POSITIVE] Yes, ma'am, yes ma'am.
[AGENT][NEUTRAL] OK. All right, I can help you with that. Now, your policy effective date for the intensive care is [PII].
[CUSTOMER][NEUTRAL] The day for the
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that policy number is 00749503, and this is an intensive care policy only. If you get sick and have to be in intensive care, it does have a benefit of $650 per day that you're in the hospital in intensive care.
[AGENT][NEUTRAL] And you have also a bill up benefit also so it'll be once you in it if you when you submit your claim, we'll do a calculation because you have a $2 bill up per year when you submit a claim. So the, the, the, uh, the, the, uh, regular benefit is.
[CUSTOMER][NEUTRAL] Just calculate
[CUSTOMER][NEUTRAL] Like the the uh the the um.
[AGENT][NEUTRAL] per day plus a $2 I mean a bill up benefit that's on there. So let me see if the policy out here. I can tell you what the bill up benefit is, but, uh, that's what you, that's what type of policy this is. You're only going to get paid for intensive care days you have to be in intensive care.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's for me and my husband, correct?
[AGENT][NEUTRAL] This is a family coverage. Yes, this is a family coverage.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Now you, you have any questions about that one, I can go to the light.
[CUSTOMER][NEUTRAL] Uh, I guess that's all on that one.
[AGENT][NEUTRAL] OK, let me pull up the light.
[AGENT][NEUTRAL] On the life that policy affected date was [PII].
[AGENT][NEUTRAL] And that policy number is 01019826.
[AGENT][NEUTRAL] And P I B F T. This is an
[AGENT][NEUTRAL] In your video coverage, which you are the only person, you know, if you pass away, it's benefits, but you pay to your beneficiary. It's a $50,000 benefit on this policy. And let me see, do you have a named beneficiary on file?
[CUSTOMER][NEUTRAL] you
[AGENT][NEUTRAL] OK, and the beneficiary that you have on file is Mr. [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right, that's, that's what this life policy is. You have any questions about your life policy?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I should have a contingent on there for [PII].
[AGENT][NEUTRAL] Uh, let me see. I don't, I didn't see it on, on the screen. Let me see. [PII]
[AGENT][NEUTRAL] We only have [PII] on this. Let me pull up the policy and see do they have her, and they might have just been put on the screen, but let me look and see to make sure for you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] And it's coming up.
[AGENT][NEUTRAL] All right, that's the application.
[AGENT][NEUTRAL] And it's coming it's just circling. OK. The continuance, let's see, do we have one beneficiary. We do. It's [PII] Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yes, ma'am. That's what we have.
[CUSTOMER][NEUTRAL] And on this $50,000 policy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Does it increase in value for 20 years?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Um, this is just a term life policy. No, it doesn't not have any kind of interest, uh, dividend that would pay on it. It's just a term life policy of $50,000.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] At the end of 20 years it would just be a paid $50,000 policy.
[AGENT][NEUTRAL] Well, I wouldn't be able to tell you that. Now that would be something customer service would have to answer, but I do know it's a term life and uh term life means it's a certain time that the benefits probably be, uh, I, I'm, I'm not for sure about the term life, uh, so I can get you someone in customer service and they can explain to you better what that term life means. I can just tell you what the benefit is.
[CUSTOMER][NEUTRAL] No, that's OK, baby.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, but it is $50,000 and there's no guarantee to pay over the phone. This is just a quote of your coverage.
[CUSTOMER][NEUTRAL] Uh, I'm sure.
[CUSTOMER][POSITIVE] OK. Well, thank you so much and you've been so helpful.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome anything else I can help you with today? You good. There's nothing else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, ma'am. You've, you've helped me with everything I needed.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right. Well, thank you for calling American Public Life, and you have a wonderful day.
[CUSTOMER][POSITIVE] You too, sweetie. Bye-bye.
[AGENT][NEUTRAL] Yeah.