AccountId: 011433970860
ContactId: 2b3302de-d46e-4f7c-9e61-668821115789
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373200 ms
Total Talk Time (AGENT): 83651 ms
Total Talk Time (CUSTOMER): 196716 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/2b3302de-d46e-4f7c-9e61-668821115789_20250528T16:24_UTC.wav
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[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] APL, this is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, I think I have the wrong one. I pressed art and I think I pressed the wrong one. The claim number is 360.
[CUSTOMER][NEUTRAL] 331 8.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Mr. [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] Well, I see, uh, finally, I've been going online and looking.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And I, I kept seeing no files, no files, and I was wondering what was going on, but I see today they say amount paid 5000.
[CUSTOMER][NEUTRAL] And I was thinking it was going to be 7500.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] So I'm not sure what they're discounting.
[AGENT][NEUTRAL] OK. Um, verify your date of birth, mailing address, and the email address for me, please.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII] 9 1950
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, excuse me, [PII].
[AGENT][POSITIVE] Bless you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and email address?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Uh, so I it's for your wife, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh yeah, yes.
[AGENT][POSITIVE] Well, that's the benefit max for um on the critical illness rider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But I have terrible news. She fell and she had two surgeries. She broke her elbow.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] After the heart attack, after this, she slipped and fell, she broke her elbow.
[CUSTOMER][NEUTRAL] In three places and they had to put a plate in it and then they had to put a uh she fractured one of her uh in her shoulder, they had to put a little rod in it.
[CUSTOMER][NEUTRAL] So I'm gonna have to file again, so.
[AGENT][NEGATIVE] Oh sorry. I hope she gets better.
[CUSTOMER][NEUTRAL] But I guess that would go under I guess.
[CUSTOMER][NEUTRAL] I guess I have to file under accident and hospitalization under that, I guess.
[AGENT][NEUTRAL] Uh yes, sir.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So I, I'm familiar with how to file now because I, I had a hard time doing it last time, but I'm I'm familiar with all the things I need and everything. The only deal is I sending in.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't have a home phone, so I don't have a fax number.
[CUSTOMER][NEUTRAL] So I send it in via email.
[CUSTOMER][NEUTRAL] And, uh, and, and she said, y'all normally don't take that, but [PII] was the lady that helped me with it.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] And I still see it says no files so I can't look at it. So as soon as I can look at it then if I want to.
[CUSTOMER][NEUTRAL] Fuss about something because there was a maximum.
[CUSTOMER][NEUTRAL] I guess that's the total maximum. I wasn't looking at it like that. I was looking at it.
[CUSTOMER][NEUTRAL] As uh
[CUSTOMER][NEUTRAL] The hospital as well as the.
[CUSTOMER][NEUTRAL] You know, everything
[CUSTOMER][NEUTRAL] I broke it down as to what they paid in the policy, and it was a $5000 and a $2500 that I was looking at.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I'm not sure how that works.
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And you said your wife had a heart attack?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, no, sir, that's just the max benefit payable for that condition for a spouse.
[CUSTOMER][NEUTRAL] For my.
[CUSTOMER][NEUTRAL] OK, so, so they don't pay.
[CUSTOMER][NEUTRAL] The hospital and the surgery and that, I mean, uh, the stent and all that kind of stuff like that's listed on there.
[AGENT][NEUTRAL] No, sir. The policy is, uh, as a critical illness, uh, plan. If you were diagno you or your spouse was diagnosed with the listed uh cover conditions, there's just a flat amount that's payable. It doesn't pay for hospital charges or surgery.
[CUSTOMER][NEUTRAL] As far as
[CUSTOMER][POSITIVE] Well, I got you.
[CUSTOMER][NEUTRAL] Alright, so the other one does. All right, I'll get back to it.
[CUSTOMER][NEUTRAL] I'll be back. Alright, now I see they said they pay. I see they say they paid this on the [PII] with me yesterday, and I haven't seen it yet, but I presume it'll come in and I see no files.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it was processed yesterday, so any payments or benefits are usually sent out the next day, which is today. It looks like it'll be sent by direct deposit. Mhm.
[CUSTOMER][NEUTRAL] On the uh
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] And then I guess no files or change and I'll be able to read it, I guess.
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][POSITIVE] All right well I appreciate your help.
[AGENT][POSITIVE] Oh, you're welcome. Uh, thank you for calling APO Mr. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.