AccountId: 011433970860
ContactId: 2659c964-6ab7-4cc9-abca-3d1cbf9eb392
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 606559 ms
Total Talk Time (AGENT): 265267 ms
Total Talk Time (CUSTOMER): 213057 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/2659c964-6ab7-4cc9-abca-3d1cbf9eb392_20250417T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm trying to get some information. I have a small policy, but I have since retired and I, um, I'm not really sure what all is included in that policy.
[AGENT][NEUTRAL] OK, I can help you with your benefits on your policy, ma'am. Can I please get your name and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] And that could happen here. I live in the country. OK, [PII]
[AGENT][NEUTRAL] Me too.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] And then what is
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I'm sorry, excuse me.
[AGENT][NEUTRAL] go, go ahead.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. And what is your policy number?
[CUSTOMER][NEUTRAL] I don't know that. I don't know any other information except for I had it for years. It was like a supplemental policy from my school board.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yes, ma'am. OK, I.
[CUSTOMER][NEUTRAL] And I don't really remember much about it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can look it up with your social if you'll give that to me. It'll pull in every policy you've ever had with us.
[CUSTOMER][NEUTRAL] OK, 433.
[CUSTOMER][NEUTRAL] 274329
[AGENT][NEUTRAL] OK, Miss [PII], let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think my signal is kind of crazy right now. It's kind of skippy.
[AGENT][NEUTRAL] Yeah, we had a little lag in it.
[CUSTOMER][NEUTRAL] Yeah, that's what I got.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's look this up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then I'm also going to need for you to verify your address, phone number and email address that we have on the policy for you, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, well, the policy, here's the thing with the email. I lost my, when I retired, I lost my um school email, so I have a different email now, but I can tell you the old one if you need to know that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, if you can give him the old one and then we'll update it to the new.
[CUSTOMER][NEUTRAL] And I've moved since then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the old one is [PII].
[AGENT][NEUTRAL] OK, and what do you want your new email address to be?
[CUSTOMER][NEUTRAL] OK. Make it [PII].
[CUSTOMER][NEUTRAL] Elisa, A L I S A.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get that fixed first.
[CUSTOMER][NEUTRAL] And it may have my old address on there too.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. I've got that email corrected now.
[AGENT][NEUTRAL] And then what is your um I'm showing a PO box for your address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I have a, I have a different address now.
[AGENT][NEUTRAL] OK, what was the old one?
[CUSTOMER][NEUTRAL] OK, the old one was the [PII]. Yeah, it was [PII].
[AGENT][NEUTRAL] OK, and then what do you want your new email I'm sorry, your new address to be?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] [PII] still [PII] on it though.
[AGENT][NEUTRAL] OK. All right. I'm gonna go fix that address real quick, Ms. [PII].
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][NEUTRAL] And get it updated.
[AGENT][NEUTRAL] Make sure it's stock.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, I've got you all fixed up now, Miss [PII] and then um the phone number that you gave me to call you back on if we get disconnected, is that your current phone number now?
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] It is, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We're down to just cell phones now, so.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Finally
[AGENT][NEUTRAL] OK, I think I've got you all fixed up now, Ms. [PII]. OK, um.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] This, um, the policy.
[CUSTOMER][NEUTRAL] I haven't updated my information in a long time.
[AGENT][NEUTRAL] Yes, ma'am. But you're updated now. We got you. Um, I do notice that you do have an active cancer policy with us, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEGATIVE] That's the only one I have though, right? I've been paying something every month and I, I honestly, I just had lost track of what I have.
[AGENT][NEUTRAL] Yes, ma'am. That is the only one that I see that is active at this time. Um, it looks like you pay $15.81 a month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the one I need to know about.
[CUSTOMER][NEUTRAL] Right, and that's the one I need to know about.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. That's the one you need benefits on.
[CUSTOMER][NEUTRAL] Yes, and I need to know, can you tell me also what who is covered on that policy?
[AGENT][NEUTRAL] Yes, let me look real quick.
[CUSTOMER][NEUTRAL] I know it sounds crazy, but I had 6 kids and you say it's.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You're the you're the only one covered on this policy.
[CUSTOMER][NEUTRAL] OK, I, I thought I'd added my husband on there, but I guess I didn't and that's.
[CUSTOMER][POSITIVE] That's what I really needed.
[AGENT][NEUTRAL] OK, let me look real quick, um, yeah, I don't see your husband, your spouse on this policy now that's something when we get finished doing your benefits, um, I can transfer you on over to customer service as far as adding your pol your husband to your policy and let them talk to you about that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, he's actually had a cancer diagnosis and I thought, oh, I'm sorry, he's actually had a cancer diagnosis and I thought I already had it, but apparently I did not. I thought I had a supplemental policy that paid like a little bit on each thing. um, I was confused, I suppose.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] Uh hm.
[AGENT][NEUTRAL] All right. So I'm gonna pull up your benefits and this is just to verify your benefits. It's not a guarantee of payment. Um, you have a daily hospital benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, with a $7500 annual chemo limit.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That pays $140 and then you have the chemo and radiation therapy benefit, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Of $7500 for this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And if you want I can go ahead and transfer you on over to customer service so they can help assist you with adding your husband to the policy.
[CUSTOMER][NEUTRAL] I don't know if they would be able to add him now that he's already been diagnosed, you know, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Yes ma'am. Did you wanna talk to him or no?
[CUSTOMER][NEUTRAL] I just thought I, when I did all the updating. No, that's OK. I just thought when I updated all years ago when we got married that I put everybody on there but I'm assuming I did not.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] No, ma'am. I do not see him at all, and I see that um.
[AGENT][NEUTRAL] Let me look back on it real quick. Uh, that [PII] was on it, but she aged out.
[CUSTOMER][NEUTRAL] Right, and I did a claim on her a long time ago. She was in kindergarten, that's how long ago, she's [PII] old.
[AGENT][NEUTRAL] Yeah, yes, ma'am. Yeah, you've had it a long time. I'm looking at it. Um, you've had it since [PII].
[CUSTOMER][NEUTRAL] That's how long I had the policy for.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, a long time.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And see, my husband and I, we got married and um let's see.
[CUSTOMER][NEUTRAL] [PII] I guess.
[CUSTOMER][NEUTRAL] And so yeah, that's probably why it didn't never get changed.
[AGENT][POSITIVE] Oh my, yeah, well, we appreciate you being with us for so long, we do.
[CUSTOMER][NEUTRAL] OK, can you send me a um um policy information or in the email or even in however you need to send in the mail or whatever?
[AGENT][NEUTRAL] Yes ma'am. I'm going to um set your policy to have a new uh policy certificate mailed to your home address.
[CUSTOMER][POSITIVE] Perfect. Right. OK, sounds great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Anything else, Miss, Miss [PII] I can help you with?
[CUSTOMER][POSITIVE] OK. All right. Thank you very much.
[CUSTOMER][NEUTRAL] I don't think so. That's it.
[AGENT][NEUTRAL] OK, well, you have a
[CUSTOMER][POSITIVE] I'm glad we got it updated. OK, thank you.
[AGENT][POSITIVE] Yes, you're very welcome, Ms. [PII]. You have a happy [PII] and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, OK.
[CUSTOMER][POSITIVE] You too. All right, thank you, bye bye.
[AGENT][NEUTRAL] You