AccountId: 011433970860
ContactId: 24e67eb6-0a2c-480e-b8e6-2aece794ba27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336670 ms
Total Talk Time (AGENT): 134713 ms
Total Talk Time (CUSTOMER): 183420 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/24e67eb6-0a2c-480e-b8e6-2aece794ba27_20250123T16:29_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm just fine, thank you.
[CUSTOMER][NEUTRAL] That's good. Um, I have two questions. I have an insured on the other line. Her policy certificate that she received doesn't show the schedule of benefits.
[CUSTOMER][NEUTRAL] But I wanted you to look at it with me to make sure I'm not missing anything, but she's asking, can she be in on the call, but I wanted to talk to you first.
[AGENT][NEUTRAL] Well, what is the policy number?
[CUSTOMER][NEUTRAL] It is 59,380.
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on, let me
[AGENT][NEUTRAL] These policies are old, um, what kind of questions she's having?
[CUSTOMER][NEUTRAL] So I just want you to look at the policy start in on base cause you know like where it has like whatever the benefit amount is or the benefit name and then what we'll pay, you know, like the breakdown.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Right, it's.
[CUSTOMER][NEUTRAL] I don't see that in there and I was wondering maybe cause
[AGENT][NEUTRAL] Let me look, it's an intensive care policy. You may have to look what's in the system. Um, hold on. Go to I'm looking at the document that's dated [PII].
[AGENT][NEUTRAL] And it has the coverage description.
[CUSTOMER][NEUTRAL] Right, but I need that. So, OK, so.
[AGENT][NEUTRAL] That would be your, that's your schedule.
[CUSTOMER][NEUTRAL] Right, but my question to you is, that's what she wants on her copy. So do I need to, I just wanted someone from claims to look at the policy cert because that's missing in her policy cert. It's just term.
[AGENT][NEUTRAL] Right. Well, there's a policy that's 223-2021 that doesn't have all the information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the policy she needs to look is that [PII], but I would request them um in the hub to put in the policy cert, the, the entire, I would say entire policy including coverage description page.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I'm just gonna ask, OK, she asked if she can be in on the call. Uh, she just wants to hear us talking, I guess. Is that OK with you?
[AGENT][NEGATIVE] Well, I don't know why she needs to hear us talking. Why don't you just transfer the call and let me speak with her.
[CUSTOMER][NEUTRAL] OK, hold on one moment because there's.
[AGENT][NEGATIVE] Let's just do that. I don't understand why she's, you know, it's kinda silly. I can answer her questions if you just wanna transfer her.
[CUSTOMER][NEUTRAL] I don't really know the point of transferring. You, you already answered my question. She just, I guess she just wanted to, she wanted to make sure she wasn't missing any information, but it's OK. I got it. I just need to send a hug.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, no, no, no, you can, you can, I mean it can, but we just need to put an updated call. You can just go ahead and transfer her. I mean, not transfer, but we can, you can if you want to and she wants to hear the call I I'll, I'll be happy to, you know, go, you know, have her in the call. That's fine, and I can explain that to her.
[CUSTOMER][NEUTRAL] No, I don't need to explain anything. She just, she just wanted to hear it, I guess to make sure I'm giving her we all saying the same thing, but it's fine. I can explain it to her. She, that schedule page, that schedule page is what needs to be on her policy, sir, so I can handle it.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, OK. Yeah.
[AGENT][NEUTRAL] You don't mind.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Right, yeah. I mean, if not, I can, I mean, I don't mind us all having a three-way call. That's OK. I mean, if you want to do that, that's fine with me. I don't mind.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Or if you want to tell her that information and she still wants to be included, we could do that. I mean, that's fine. You, you, it's up to you what you would like to do.
[CUSTOMER][NEUTRAL] OK, hold on one second, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello Ms. [PII].
[CUSTOMER][NEUTRAL] Yes. Hey, I have claims on the line with us and we took a look at your policy certificate, so yes, one of your older documents from, you know, because this policy has been with us for a while, it was not included in your policy certificate so I'm, and that's what has the benefit and all the pricing. So I'm sending over um a request to have the complete policy certificate drafted with your schedule of benefits. That's what's missing in, in your copy.
[CUSTOMER][NEGATIVE] Why would it not have been out there? That makes no sense to me, you know, if I just look at this and I don't call you, which has been the case for many years, I guess, um, it looks like I'm paying for nothing.
[AGENT][NEGATIVE] Well, it was just a glitch.
[CUSTOMER][MIXED] You're absolutely right. And I can't, I can't answer for that. That's an error on our part, but I am getting it redrafted with all of the information on there for you. But you're absolutely correct. That should have been in there.
[CUSTOMER][NEUTRAL] How much am I paying per month for this?
[CUSTOMER][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] So for your intensive care, it's $9.
[CUSTOMER][NEUTRAL] A month.
[CUSTOMER][POSITIVE] Right. That's correct.
[CUSTOMER][NEGATIVE] That doesn't sound right.
[CUSTOMER][NEUTRAL] So we're OK claims you can drop the line. She just wanted us all on the the phone, but we know the issue now.
[AGENT][POSITIVE] OK. If you need any further questions, just please let me know and I'll be happy to help you. OK. All right. Thank you. You have one too.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, well have a good day.
[CUSTOMER][NEUTRAL] OK.