AccountId: 011433970860
ContactId: 3338a049-67b5-40e7-ae14-a86dc99615f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1124979 ms
Total Talk Time (AGENT): 371648 ms
Total Talk Time (CUSTOMER): 343941 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/3338a049-67b5-40e7-ae14-a86dc99615f2_20250331T16:42_UTC.wav
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[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] Good Morning thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, is there anyone there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[AGENT][POSITIVE] I can now. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, I didn't know what was happening. I kept hearing a beep and then, uh, nothing, it was silent for a second, yeah, uh, my name is [PII] and I have had policies with you guys almost 30 years now, um, but I needed to check something for me to know the, uh, just a little bit more information because, uh, well anyway, can you pull up my policies?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You need my social or what do you need? or the policy number?
[AGENT][NEUTRAL] Miss [PII], so you have
[AGENT][NEUTRAL] OK, so you, so I wanna make sure that I understand you, you have some questions on one of your policies?
[CUSTOMER][NEUTRAL] Yeah, I just have a question on something yeah.
[AGENT][POSITIVE] Yes, ma'am I can help you with that system. What is a good back number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you and do you have
[CUSTOMER][NEGATIVE] You're cutting out.
[AGENT][NEUTRAL] I have your policy number, Ms. [PII]?
[CUSTOMER][NEGATIVE] I do well, you're you keep cutting out. I don't know what's going on. um, I don't, I'm not sure if this is the policy number or the uh like a reference, but, um, one of them is 86016.
[AGENT][NEUTRAL] OK, so let me see if I can pull anything up with that number. Just one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Miss [PII], I will need to verify several things with you first for security purposes, and any information that I do provide for you will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] First
[CUSTOMER][NEUTRAL] [PII], well, we, we keep cutting, uh.
[AGENT][NEUTRAL] Yes ma'am I'm here.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII] actually, [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is on file is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] P
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much, Ms. [PII] for verifying your information. Now I do have one question for you. Have you ever set up your profile or has anyone ever told you about our portal that we have now where you can set up your.
[CUSTOMER][NEUTRAL] No, and I'm
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] No, ma'am, I was just gonna say where you can set up your profile to have access also to your policy information online.
[CUSTOMER][NEUTRAL] No one's ever told me, yeah.
[CUSTOMER][NEUTRAL] Oh, no, no one's told me that so but.
[AGENT][NEUTRAL] OK, well, I, I do have a user guide that if you think that that would be something you would be interested in setting up, I can email that to you.
[CUSTOMER][NEUTRAL] Well, no, not right this minute. I just, uh, I just have some questions because I.
[CUSTOMER][NEUTRAL] I'm thinking I may end up canceling even though I've had it for 30 years almost, OK, uh, I, I don't know which one's switch, but I, I have an intensive care, but it's, it's me only, uh, and it's 600 a day up to how many days that I don't know.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the policy number.
[AGENT][NEUTRAL] You gave me was for your cancer policy. And
[CUSTOMER][NEUTRAL] You're going again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. I'm sorry. I don't know if it's my end or your end.
[CUSTOMER][NEUTRAL] It's just 1000 isn't it?
[CUSTOMER][NEUTRAL] I know, I don't know either.
[AGENT][NEUTRAL] Uh, let the policy num. Yes, ma'am, the policy number you gave me was for your cancer policy. So let me pull up your intensive care policy. It does.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, no, that's OK, we'll do um we'll look at the cancer one. It's just straight 1000 period.
[AGENT][NEUTRAL] For the cancer policy?
[CUSTOMER][NEUTRAL] A one time payment, right.
[AGENT][NEUTRAL] OK, so give me just a moment. Let me.
[AGENT][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] So on your cancer policy, you have the first current and diagnostic benefit, which is $1000. You have a daily hospital expense benefit of $100.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Up to how long?
[AGENT][NEUTRAL] And there's a chemotherapy.
[AGENT][NEUTRAL] I'll have to pull that information. And the other benefit is for chemo and radiation, that is $100 per day.
[CUSTOMER][NEUTRAL] OK, let me write that down just a second.
[AGENT][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] Chemo and therapy.
[AGENT][NEUTRAL] Chemo and radiation is $100 per day.
[CUSTOMER][NEUTRAL] And you said that's
[CUSTOMER][NEUTRAL] OK, just a minute I'm running.
[CUSTOMER][NEUTRAL] It's 100.
[CUSTOMER][NEUTRAL] Daily up to a maximum of what?
[AGENT][NEUTRAL] Yes, ma'am. I'm gonna have, it's gonna take me a moment to load all that information.
[CUSTOMER][NEUTRAL] Oh OK, OK.
[AGENT][NEUTRAL] So now there's a lot of different benefits on your cancer policy, you know, which again, if you set up your profile, you'll have access, you can see all of them.
[AGENT][NEUTRAL] Um, because you have a wellness benefit. You have that first occurrence. Mhm. You have your daily hospital benefit, the chemo and radiation. There's also a, a drug, uh.
[CUSTOMER][NEUTRAL] Right, I knew I had that.
[AGENT][NEUTRAL] Um, benefits, you know, for
[AGENT][NEUTRAL] Drugs, uh, blood and plasma, you know, those types of things are covered under this. There's anesthesia, you know, prosthetic benefits.
[AGENT][NEUTRAL] But it's taking, it's just gonna take me a minute to give you the specific details on each, as far as the number of days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] And I thank you for your patience. Yes, ma'am. Go ahead.
[CUSTOMER][NEUTRAL] When you
[CUSTOMER][NEUTRAL] Oh, that's fine but no I was just gonna say when you said uh there's a portal, it doesn't list just everything that's there, right?
[AGENT][NEUTRAL] Well, it's gonna show you each of your policies and then you would open up the little PDFs for each one.
[CUSTOMER][NEUTRAL] Like, like you said.
[AGENT][NEUTRAL] And it will download, you know, the full policy information that does have all of your benefits in there.
[CUSTOMER][POSITIVE] Oh OK alright well if you don't mind, I appreciate you helping me right now so.
[AGENT][POSITIVE] Oh, you're welcome. Yes. Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] He's still looking.
[AGENT][NEUTRAL] But with the older policies, I just have to look at your envelope. Yes, ma'am, because with these older policies, the way I have to search your information is, is a little more um in depth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm sorry, I'm sorry, but I appreciate you helping me.
[AGENT][POSITIVE] Oh, no, ma'am. You're very welcome.
[AGENT][NEUTRAL] OK, let me, let me just try to refresh this because it's, it's getting stuck on me, Ms. [PII], so just one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so you were wanting to know more about the
[AGENT][NEUTRAL] The, um, the daily benefit for a hospitalization?
[AGENT][NEUTRAL] The $100 benefit?
[CUSTOMER][NEUTRAL] Uh, yeah, like
[CUSTOMER][NEUTRAL] Right, up to how many days is that?
[AGENT][NEUTRAL] Yes, ma'am. And I, let's see.
[AGENT][NEUTRAL] I think I'm getting close. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, this doesn't give me a maximum number of days. Um, on here, it just states if as a result of cancer, an insured person incurs expense for charges made by a hospital while the insured person is confined as a resident inpatient, we will pay a daily hospital expense benefit.
[AGENT][NEUTRAL] The amount we will pay is shown in the policy and it.
[CUSTOMER][NEUTRAL] OK, so it's just walk in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 4, it states.
[AGENT][POSITIVE] That we will benefit for each day of such hospital confinement.
[CUSTOMER][NEUTRAL] Hospital consignment, OK, alright.
[AGENT][NEUTRAL] Yes, ma'am. If it's related to the diagnosis of cancer.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, hospital consignment so.
[CUSTOMER][NEUTRAL] If you were there one day, that would be it. So, OK, or a month I guess up to 3000 or something like that, um, that's what I'm thinking as long as you're hospitalized, yeah, just hospitalized consignments.
[AGENT][NEUTRAL] Just it's not show yet.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] And the cancer that was with it was just a 1000 payment lump sum, that was it.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Yes, ma'am. That is correct. Yes, ma'am. Uh-huh, right, with a correct.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On OK.
[CUSTOMER][NEUTRAL] Alright, um, I've got some others too let's, I don't know which one's switch, but uh.
[CUSTOMER][NEUTRAL] 64.
[CUSTOMER][NEUTRAL] 223.
[CUSTOMER][NEUTRAL] Uh, I think that's intensive care. It's 600 a day.
[CUSTOMER][NEUTRAL] And I bet it's just the hospital consignment also.
[CUSTOMER][NEUTRAL] I don't know that that's why I was wondering how many days.
[AGENT][NEUTRAL] Uh lip.
[AGENT][NEUTRAL] Yes, ma'am. Let me pull that one up. That's a cause that's a separate policy. So just a moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right, and I, a question that would be with that as well.
[CUSTOMER][NEUTRAL] Is that once a year or if you end up going back more than once or twice a year, does it kind of start all over or just once a year, is that it?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] On that cancer, do you know?
[CUSTOMER][NEUTRAL] Hospital confinement, but if you were hospitalized more than once.
[AGENT][NEUTRAL] OK, so wait, we need.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Related to a diagnosis of cancer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, as long as any time during the hospital you're being in the hospital, OK.
[AGENT][NEUTRAL] According to what I'm reading, yes, ma'am.
[CUSTOMER][NEUTRAL] Can find huh.
[CUSTOMER][NEUTRAL] OK, hospital consignment, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it should do more than one time or whatever, OK.
[CUSTOMER][NEUTRAL] Consignment. OK, I have a feeling intensive cares, right, I have, I have a feeling intensive care is the same way, uh.
[AGENT][NEUTRAL] Yes, ma'am. That's on the cancer policy.
[CUSTOMER][NEUTRAL] Uh, I don't know that. I'm just double checking 642-23, yeah.
[AGENT][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] Yes, ma'am. That is the correct policy number for your intensive care, so give me a moment to get that information pulled up.
[CUSTOMER][NEUTRAL] And the only thing I really knew on it was 600 a day.
[CUSTOMER][NEUTRAL] But I bet it's the same thing per hospital confinement.
[CUSTOMER][NEUTRAL] I, I, I can't think of all my questions, but did, did, have you seen anything that shows it's a maximum up to a maximum amount?
[AGENT][NEUTRAL] On your intensive care. Oh, I'm not in the cancer. Oh, I thought we had moved on.
[CUSTOMER][NEUTRAL] When he was in that cancer.
[CUSTOMER][NEUTRAL] It was that one or they can't well we had, but you're in intensive care, um.
[CUSTOMER][NEUTRAL] 600 day but I don't know if there's a maximum, you know, and then it ends.
[AGENT][NEUTRAL] On the intensive care is right, that's the policy you're, OK, so let me, um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's the one you're in right now, yeah.
[AGENT][NEUTRAL] Yes, ma'am. I'm trying to, again, it's gonna take some time to access this information because of the time that you've had these policies, um, they, the way we have to go about looking at your information is just different. So just a moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Right, and I'm, I'm so sorry but I do appreciate you helping me.
[AGENT][POSITIVE] Yeah, well, oh no worries.
[CUSTOMER][NEGATIVE] Because I don't understand policies very well at all.
[AGENT][NEUTRAL] No, ma'am, you're fine.
[AGENT][NEUTRAL] So yes, ma'am, it is the $600.
[AGENT][POSITIVE] That is correct, the amount. I'm still looking for them.
[AGENT][NEUTRAL] That that is for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK