AccountId: 011433970860
ContactId: 1e9e454d-6788-44de-b82f-9857a2ddddb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234979 ms
Total Talk Time (AGENT): 62776 ms
Total Talk Time (CUSTOMER): 122938 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/1e9e454d-6788-44de-b82f-9857a2ddddb3_20250612T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] again.
[AGENT][NEUTRAL] Oh, yes.
[CUSTOMER][NEUTRAL] I didn't think I'd be able to get you back, but here you are.
[AGENT][NEUTRAL] Here I am.
[CUSTOMER][NEUTRAL] Uh, so, I found another policy. It says cancer policy and it has a different number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 573-972.
[AGENT][NEUTRAL] That's true.
[CUSTOMER][NEUTRAL] And it has a benefit for chemo radiation and another one for daily hospital expenses. Is that one active also?
[AGENT][POSITIVE] It is active, yep, that is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well, I didn't have chemo or radiation since it was my uh thyroid.
[CUSTOMER][NEUTRAL] They said that I didn't need that.
[CUSTOMER][NEUTRAL] And I wasn't in the hospital.
[CUSTOMER][NEUTRAL] I just had surgery and come home.
[AGENT][NEUTRAL] OK, yeah, well, there was.
[CUSTOMER][NEUTRAL] So many do that nowadays.
[AGENT][NEUTRAL] So were you outpatient or did you stay overnight?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] No, I didn't stay overnight it was just outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so that is active, but I didn't use it.
[CUSTOMER][NEGATIVE] And then I have an intensive care policy, and on that I've got written was told good to age [PII] or [PII], and this has lapsed. Is that
[CUSTOMER][NEUTRAL] gonna be the case for intensive care.
[AGENT][NEUTRAL] Um, let me see. Does that one have a number?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Here it is 587-521.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] No, I, I show this one still active. Let me pull it up.
[CUSTOMER][NEUTRAL] I don't have down who told me that.
[AGENT][NEUTRAL] And this one I show.
[AGENT][NEUTRAL] It just shows benefits reduced by 50% at age [PII].
[AGENT][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Policy still you can still get reimbursed, but it just, it will reduce by 50%. Um, looks like, um, not a guarantee payment basic outline of your policy.
[AGENT][NEUTRAL] Looks like days 1 through 30 pay 650 per day, but that would be reduced by 50%.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Well, a little bit is better than nothing. So glad I have that.
[AGENT][NEUTRAL] Yeah, true.
[CUSTOMER][NEUTRAL] Well, I thought I don't have any paperwork that come from the company.
[CUSTOMER][NEUTRAL] Filed with this policy, so I thought I better ask about that.
[CUSTOMER][NEUTRAL] I'll scratch that out. I don't know who told me that. Anyway, I will, uh, can I just make a copy of the form that you're sending and use that the next time I need one?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely. Yep, that will work.
[CUSTOMER][NEUTRAL] The claim form, yeah.
[CUSTOMER][NEUTRAL] I think I said policy but I make claim form.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alrighty, well that get, that's got me set for now.
[AGENT][NEUTRAL] OK. Well, thanks.
[CUSTOMER][POSITIVE] And uh I will be talking to talking to you later. Thank you.
[AGENT][POSITIVE] Sounds good, Mrs. [PII]. I hope you have a good afternoon.
[CUSTOMER][NEUTRAL] All right, you too. Bye-bye.