AccountId: 011433970860
ContactId: 1c5f83a4-ce5a-4c82-8560-0433a5f3f532
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193279 ms
Total Talk Time (AGENT): 23338 ms
Total Talk Time (CUSTOMER): 59937 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/1c5f83a4-ce5a-4c82-8560-0433a5f3f532_20250529T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I have several policies with you guys, but I was calling in regards to my critical illness rider. I don't believe I use that. I'm not for sure. My policy number is 01839180.
[CUSTOMER][NEUTRAL] So I know I was paid out for the cancer plan, but in, in addition to the cancer plan, I also had a critical illness rider plan.
[AGENT][NEUTRAL] Oh, I see. OK. So the critical illness was on its own policy. It was a writer on your cancer policy, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] and you were just wanting that removed?
[CUSTOMER][NEUTRAL] And cause it's showing that it's additional. It, my husband was uh diagnosed with cancer last year, and it's showing that there's a benefit of $2500. I don't know if I got that, so that's why I'm calling today.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, OK, so we're just needing to make sure that you get that benefit and what I can do to help with that. OK, [PII], I'm sorry, what did you say your last name was?
[CUSTOMER][NEUTRAL] I have two. My first name is [PII] My last name is [PII]
[CUSTOMER][NEUTRAL] Mm