AccountId: 011433970860
ContactId: 175f9311-98e5-4cec-8f1f-02d5c2093292
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455320 ms
Total Talk Time (AGENT): 154634 ms
Total Talk Time (CUSTOMER): 99789 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/175f9311-98e5-4cec-8f1f-02d5c2093292_20250609T14:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII] and I'm just calling to um get some information about the um.
[CUSTOMER][NEUTRAL] The premiums on my policies. I have a dental and a vision with you.
[CUSTOMER][NEUTRAL] Um, and I was just, and I was just trying to see if um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If there was a way that I could possibly lower the amount that I have, um.
[CUSTOMER][NEUTRAL] Currently coming out of my payment at this time.
[AGENT][NEUTRAL] OK, do you have
[CUSTOMER][NEUTRAL] Maybe do something um.
[CUSTOMER][NEUTRAL] Go, go ahead.
[AGENT][NEUTRAL] Um, do you have your one of your policy numbers and I can look that up?
[CUSTOMER][NEUTRAL] Uh, just a second, let me see.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I can also look it up by your last name or social.
[CUSTOMER][NEUTRAL] OK, I'd appreciate that. Um, my social is [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] OK. Give me just one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, looks like it looks like you've got 3 policies with us. Does that sound right?
[CUSTOMER][NEUTRAL] OK, can you tell me what those are?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Um, first, could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, and then your address and your email address.
[CUSTOMER][NEUTRAL] My address is [PII]. Um, my email address uh should be [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. And then just in case we're disconnected, what's a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So it looks like these are through your employer. Um, they're the ones who administer these actually. Um, so you've got an accident, um,
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Accident policy, an intensive care policy, and a hospital indemnity plan.
[AGENT][NEUTRAL] So if you wanted to change anything in regards to those policies, you'd have to go through your employer, like your human resources.
[CUSTOMER][NEUTRAL] OK, um, can you tell me exactly, um.
[CUSTOMER][NEUTRAL] Like how much
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Each policy is every month.
[CUSTOMER][NEUTRAL] Or is that um
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, I've got that information.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Looks like for your hospital indemnity policy, it's 36.92 per month.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then let me look at the other ones.
[AGENT][NEUTRAL] Uh, 675 for your intensive care policy.
[AGENT][NEUTRAL] And then 11:50 for the accident plan.
[CUSTOMER][NEUTRAL] OK, can you tell me exactly what is the hospital and indemnity plan that you were talking about the $36 and something?
[AGENT][NEUTRAL] That one, let's see what the coverage is. Let me get that pulled up.
[AGENT][NEUTRAL] Um, anything I quote is not a guarantee of payment, just a basic outline of your policy.
[AGENT][NEUTRAL] Um, let me see, so this policy.
[AGENT][NEUTRAL] So it pays different things for different types of services, um, for example,
[AGENT][NEUTRAL] It pays for if you were confined to a hospital.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Uh, pays $30 per day, and then if you had intensive care or were in the intensive care, it pays $100.
[AGENT][NEUTRAL] Um, it's limited to 2 days per calendar year.
[AGENT][NEUTRAL] Wellness, um, there's wellness benefit. It pays $250 for diagnostic testing under the wellness benefit wellness exam, it pays $75.
[AGENT][NEUTRAL] And then outpatient sickness, like if you go to the doctor's office for being sick, it pays $50.05 times per year.
[AGENT][NEUTRAL] So it's a limited and, um, it's not like a major medical, it's just a limited policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] What was the second plan you were telling me about that was $6.75?
[AGENT][NEUTRAL] Um, that one is.
[AGENT][NEUTRAL] Get that one pulled up just a second.
[AGENT][NEUTRAL] So that one is a
[AGENT][NEUTRAL] Intensive care, coronary care policy. So if you ever were in the intensive care or coronary care unit of a hospital.
[AGENT][NEUTRAL] It pays $325 a day for days 1 through 30.
[AGENT][NEUTRAL] So up to 30 days, it pays $325 a day.
[CUSTOMER][NEUTRAL] OK, OK, um.
[CUSTOMER][POSITIVE] OK ma'am, I think that's what I need to know thank you very much for your help.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye.