AccountId: 011433970860
ContactId: 20115fb0-53a9-46bc-bbe1-3c3886dcc1ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315160 ms
Total Talk Time (AGENT): 113613 ms
Total Talk Time (CUSTOMER): 73794 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/20115fb0-53a9-46bc-bbe1-3c3886dcc1ec_20250122T19:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is London customer services. How, how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I have a lady on the phone that's asking about a heart cath that's covered under her policy as a one day surgery or something.
[AGENT][NEUTRAL] OK. What's the, what's the policy number?
[CUSTOMER][NEUTRAL] I'm sure
[CUSTOMER][NEUTRAL] 100555
[CUSTOMER][NEUTRAL] And then she's got an intensive care which is 58,890.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Let me see if I can get a policy pulled up because it's a cancer policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, there it is oh.
[AGENT][NEUTRAL] OK, you can send her on.
[CUSTOMER][POSITIVE] All right, thank you, and here she is.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is [PII] in the um claims department. um [PII] said you had a question about a heart cath.
[CUSTOMER][NEUTRAL] Yeah, I had a hard cath at the end of the year.
[CUSTOMER][NEUTRAL] And I was just wondering, is that like a one day surgery? Can, can that be on that time or not?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, ma'am. The only policies that you have with us is an intensive care and a cancer policy.
[CUSTOMER][NEUTRAL] What it says.
[CUSTOMER][NEUTRAL] Other serious illnesses.
[AGENT][NEUTRAL] OK, so let me look at your, look at your policy and see if it covers hard.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Hospital hospital.
[CUSTOMER][NEUTRAL] in the book.
[CUSTOMER][NEUTRAL] I think that.
[AGENT][NEUTRAL] No, ma'am. Your, your, neither one of your policies would cover um for a heart cath.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do do you have a form as to what it covers and what it doesn't?
[AGENT][NEUTRAL] Um, your, um, your cancer policy would cover if you're diagnosed with cancer and then it has, um, specified disease, and then your intensive care policy would only cover if you're admitted to intensive care.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, that one I knew.
[AGENT][NEUTRAL] OK, um, do you want me to, yeah, do you want.
[CUSTOMER][NEUTRAL] But can you send me a copy of the cancer?
[AGENT][NEUTRAL] Do you want me to send you a copy of your cancer policy to you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me verify your address.
[AGENT][NEUTRAL] And are you still at [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Yes, ma'am. I will definitely put in a request for them to send you out a your copy of your cancer policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, I think that's it, so thank you very much.
[AGENT][POSITIVE] All right. Well, um, you're so very welcome. It was a pleasure. Um thank you for calling AP APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] And you too, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] But like
[AGENT][NEUTRAL] But