AccountId: 011433970860
ContactId: 181f1597-2d40-4324-9ca2-e3f042ceff0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 634820 ms
Total Talk Time (AGENT): 151891 ms
Total Talk Time (CUSTOMER): 236932 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/181f1597-2d40-4324-9ca2-e3f042ceff0d_20250410T19:31_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, this is [PII], and I just needed to ask a question about a letter we got from, um, APL. I can give you the RE policy or the reference policy number if you would like that.
[AGENT][NEUTRAL] Sure, Ms. [PII], go ahead.
[CUSTOMER][NEUTRAL] 980105517
[AGENT][NEUTRAL] OK. Let me have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, let me pull that policy.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I think it's just a simple thing, I hope.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I need your date of birth for security and the mailing address on file.
[CUSTOMER][NEUTRAL] OK. My uh birthday is [PII]. Uh my social security number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, we don't need
[AGENT][NEUTRAL] You don't need that, the address on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and what does the letter say?
[CUSTOMER][NEUTRAL] OK. It just is letting us know that after we reached [PII], we no longer have intensive care coronary care policy. So I guess we didn't know we had a separate intensive care, coronary care policy. So what this is just saying is that that part of our APL policy no longer exists. Am I correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] My husband has already OK, so it does not affect uh any other, any other part of the policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, it doesn't affect the cancer part of the policy. This is just for intensive care. Um, and, um, the only one that is, um, right now lapsed on the policy is, is your husband. Um, you're not lapsed just yet because you, you're not [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You're not, I'm not [PII]. So, uh, that, that is just a standard company policy that for uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Intensive care ends at 75. Is that correct?
[AGENT][NEUTRAL] Mm. Correct, yes. I can check in the counselor to see if there's an age limit, which I don't think there is, but
[CUSTOMER][NEUTRAL] OK. I
[CUSTOMER][NEUTRAL] That's what I was gonna ask my next, you're reading my mind. Is there any other part of this policy that expires with age because I don't think we need that, but go ahead.
[AGENT][NEUTRAL] All right. OK. Let me check on that cancer policy for you, OK? Do you mind holding for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that'll be fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. OK, so, for the cancer policy, there's not an age limitation or termination.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Under the policy.
[CUSTOMER][NEUTRAL] OK, now that I thought of a question for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I know that this says intensive care coronary care policy.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, I had a David has had, my husband has had a stent put in and I had a heart cath back in December. Are either of those covered under the coronary care policy? I don't know that I've read anything about the coronary care policy and the policy booklet that I was mailed not long ago.
[AGENT][NEUTRAL] OK, um, let me check on that.
[CUSTOMER][NEUTRAL] Like, don't, don't.
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] OK, the letter says intensive care slash coronary care policy, so I wondered if either of those events are covered. It like, could I have, uh, claimed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The stent put in for my husband.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And we didn't know that we even had coronary care.
[AGENT][NEUTRAL] Yeah, OK. Let me check on that and you can always submit a claim even if the policy is terminated. If the service rendered was before the time of termination, you can always submit claims. um Mhm. Yeah.
[CUSTOMER][NEUTRAL] It was, I was gonna ask that I was gonna ask that, but I wanted to know if those two things were covered before I went to getting all of the itemized. I forgot what that little uh code is. You have to have that itemized code page from the.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm. No and all that. Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] UBO3 or something like that, uh, cause I just
[AGENT][NEUTRAL] Mhm. You'll be a 4.
[CUSTOMER][POSITIVE] Oh hey, I was close and I'm not even, I'm driving down the road. That was pretty good.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I just have to send one of those in for another thing. So the QBO4 code that you have to get with the hospital, etc. etc. So it's pretty lengthy. So if those aren't covered, there's no reason for me to do that.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, all right, let's see, um.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] We've, we've almost missed several things because we don't really, we didn't even know what all we had that was covered.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Um, well, it doesn't look like this one has that additional because that, uh, coronary care is more like an additional heart attack and stroke benefit. Um, I'm going through the policy certificate. Yeah, it doesn't have that additional benefit. It's just for that intensive care, which is the $300 confinement benefit.
[CUSTOMER][NEUTRAL] OK, that's what I was wondering.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Just wanted to double check. So you've answered all my questions quite well. I greatly appreciate it and you have a wonderful day.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You as well, Ms. [PII] and thank you for calling ATL. Have a good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.
[CUSTOMER][NEUTRAL] All right. Bye-bye.
[AGENT][NEUTRAL] Bye.