AccountId: 011433970860
ContactId: 2b115ada-7015-46b6-a111-39a46846ee4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391809 ms
Total Talk Time (AGENT): 142128 ms
Total Talk Time (CUSTOMER): 167966 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/2b115ada-7015-46b6-a111-39a46846ee4c_20250124T22:20_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is how may I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. Um, I have a policy number and I wondered if you could tell me what it was in, uh, reference to. I think it's a cancer policy, in which case I was gonna see if you could tell me, um, outline some of the benefits. The policy number is 00.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 453-607
[AGENT][POSITIVE] OK thank you and then your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Mrs. can you please give me your callback number just in case our call gets dropped? I'll be able to call you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yes, because the transmission sounds pretty shaky right now. Um, it's [PII], pardon?
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] That's OK, go ahead.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am, I can hear you.
[CUSTOMER][NEUTRAL] Oh, OK, [PII].
[CUSTOMER][NEUTRAL] 527
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull up that policy number real quick.
[AGENT][NEUTRAL] OK Ms. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address, please?
[CUSTOMER][NEUTRAL] Well, the address is going to have changed. I'm not sure that I have contacted you guys and changed it. Um, it used to be [PII], and now it is, um, it's different. Shall I give you the new one?
[AGENT][POSITIVE] Yes, go ahead and give me the new one.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 18.
[CUSTOMER][NEUTRAL] Parker.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you spell [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and then what is your zip code?
[CUSTOMER][NEUTRAL] And the and the zip code is [PII].
[AGENT][NEUTRAL] OK, thank you, and then what is your email address?
[CUSTOMER][NEUTRAL] It's my first initial [PII].
[CUSTOMER][NEUTRAL] And then 01.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much. And then also I'll need to um.
[AGENT][NEUTRAL] Get your phone number, your cell phone.
[AGENT][NEUTRAL] Number is that the number that you gave me to call you back on if we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, it's not, um, I can give you the cell phone number that's probably on file, it's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much ma'am. I appreciate you verifying all of that information for me for your policy.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so let me look.
[AGENT][NEUTRAL] At the policy real quick. You're correct that this is a cancer policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And um, first let me go in and let me update your address while it's on my mind so I don't forget to do that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because you know you get to talk and and then you forget.
[CUSTOMER][POSITIVE] Oh, absolutely.
[CUSTOMER][NEUTRAL] I have a tendency to have sticky notes all over the place.
[AGENT][POSITIVE] Oh girl, me too. It does help.
[CUSTOMER][POSITIVE] And that helps some.
[AGENT][POSITIVE] It helps to remember things that you.
[CUSTOMER][NEUTRAL] I have a sticky.
[CUSTOMER][NEUTRAL] As a matter of fact, I have a sticky note on this uh statement that says call so anyway.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] That's not fun.
[AGENT][NEGATIVE] And the problem is is I get so many of them I can't find the sticky note I'm looking for because there's too many to look at.
[CUSTOMER][NEUTRAL] Yes, that
[CUSTOMER][NEUTRAL] There is that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you wanted a little bit of information about your policy, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so on this policy, if you get diagnosed with cancer,
[AGENT][NEUTRAL] You have, it's telling me that you have a daily hospital benefit with $7500.
[AGENT][NEUTRAL] Annual chemo limit.
[AGENT][NEUTRAL] For chemo and radiation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Per year.
[CUSTOMER][NEUTRAL] All right, and that's, um, so this is a cancer policy that is just targeted toward um a treatment.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So it just helps toward the payment of chemo and radiation, is that correct?
[AGENT][POSITIVE] Yes, ma'am. Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, so it's not like a daily hospital benefit or any of that kind of stuff. OK, uh, well, I see that it's not due, uh, renewable until uh next month, so, um.
[CUSTOMER][NEUTRAL] All right, well, I will just, I just wanted to refresh my memory. I just, I'll wait until I get the um.
[CUSTOMER][NEUTRAL] The renewal statement I guess um and they'll need to come to the um to that [PII] address.
[AGENT][NEUTRAL] OK, I have updated that for you, so that is now in the system as your your current address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that will be great. All right, well, that's what I needed to know. So thank you very much.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] Hope you have a great weekend, Ms. [PII], and we thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.