AccountId: 011433970860
ContactId: 35a259cc-1c3f-443e-82f0-d3279d798cfb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323420 ms
Total Talk Time (AGENT): 108374 ms
Total Talk Time (CUSTOMER): 133958 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/35a259cc-1c3f-443e-82f0-d3279d798cfb_20250417T18:36_UTC.wav
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[AGENT][POSITIVE] And thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][NEUTRAL] Fine. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. I don't think I need to transfer. I just have a question, but if we can't find it, then I'm gonna have to transfer. um, can you look at this with me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's um policy 93383.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On PIBFT, so I'm trying to call him benefits, but there's no, um, he's been with us since like '93. There is no policy, sir.
[CUSTOMER][NEUTRAL] And what is, what's labeled as policy, sir, on OnBase is just like verbiage, like there's no breakdown or anything. So I'm trying to figure out this daily hospital benefit.
[CUSTOMER][NEUTRAL] With the 7500, so he has 15,000 altogether towards chemo and radi radiation, or?
[AGENT][NEUTRAL] Yes, 7500.
[AGENT][NEUTRAL] For the chemo radiation.
[CUSTOMER][NEUTRAL] So is that just one or is the daily hospital benefit and then the chemo benefit separate?
[AGENT][NEUTRAL] The daily hospital benefit, looks like he has a $100 daily benefit.
[AGENT][NEUTRAL] Um, I don't know why the policy certificate is not out here though.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] But I'm confused. So is that saying because he has the $7500 annual chemo limit, he has the $100 or this is an additional $7500 with the chemo benefit?
[AGENT][NEUTRAL] Mm, let me see here.
[AGENT][NEUTRAL] So he has
[CUSTOMER][NEUTRAL] I'm gonna check back with him right quick, hold on one moment, OK?
[AGENT][NEUTRAL] Looks like you might have the OK.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm back.
[AGENT][NEUTRAL] OK, so it looks like what he does have, he within the base of his policy, he does have a 7500 annual chemo limit and he has the additional chemo writer that pays $7500 in addition.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's 15 for chemo.
[AGENT][NEUTRAL] Oh yeah, yeah.
[CUSTOMER][NEUTRAL] OK. I just want to make sure and then he has that intensive care writer and then, OK. And the hospital benefit, is it just $100 a day, there's no max cause I, I looked through the document.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, there is a max. He has a daily, uh, see, that's the thing. This is, I'm not sure what the daily is. We really would need to see the policy to certificate to see what the max is daily, which it is not out. I'm looking in the back files to make sure it's just not, it's not listed differently.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See, it doesn't
[CUSTOMER][NEUTRAL] Let me see which one I was in. I saw, I saw somewhat of a breakdown, but it did, it still didn't say the uh the max for the daily dosage. Um, I think it was the eight-page one. Hold on, let me see.
[CUSTOMER][NEUTRAL] No, that's not it. It might have been the one with the 20 something.
[AGENT][NEUTRAL] Yeah, if you want to know.
[CUSTOMER][NEUTRAL] Oh no, here it is. It's on the one with 8 pages.
[AGENT][NEUTRAL] With 8 pages? OK, let me see if I see that one.
[CUSTOMER][NEUTRAL] On page 2.
[CUSTOMER][NEUTRAL] It says back file [PII].
[AGENT][NEUTRAL] OK, I haven't looked at that one yet. OK, let's see.
[CUSTOMER][NEUTRAL] I found that, but it's, I still didn't see a Max though.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] There's 2 of them out here. Maybe I'm looking at.
[AGENT][NEUTRAL] OK, let's see, hold on, that has claim stuff in that one.
[AGENT][NEUTRAL] You click on this other one that says that [PII] date.
[AGENT][NEUTRAL] No, they still don't tell us the number of days. We definitely need to request to have the policy, um.
[AGENT][NEUTRAL] Upload it into the system.
[CUSTOMER][POSITIVE] OK, I'll make a hub for it.
[AGENT][NEUTRAL] Yeah, that still doesn't tell us the next day.
[CUSTOMER][NEUTRAL] Well, I'm gonna just tell him 100, yeah, if he, I hope he don't ask me how many, but I'm gonna just read it how I see it.
[CUSTOMER][NEUTRAL] And um I'll put the hub in so we can get the policy sir.
[AGENT][NEUTRAL] Yeah, if she needs to know the days, then yeah, yeah, cause it definitely needs to be in here.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, well thank you [PII].
[AGENT][POSITIVE] Yeah, you're welcome.
[CUSTOMER][POSITIVE] All right. Have a good day. Bye-bye.
[AGENT][NEUTRAL] You too bye.