AccountId: 011433970860
ContactId: 35d962ed-4b52-4f42-aeed-c3a0b57628f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304130 ms
Total Talk Time (AGENT): 100238 ms
Total Talk Time (CUSTOMER): 109422 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/35d962ed-4b52-4f42-aeed-c3a0b57628f7_20250424T17:17_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check on a claim.
[AGENT][NEUTRAL] OK, so for yourself or are you with the provider?
[CUSTOMER][NEUTRAL] It's for myself and it's an existing claim. However, do I know the number? Probably not.
[AGENT][NEUTRAL] OK. Do you have your policy number by chance?
[CUSTOMER][NEUTRAL] Mm, let's see.
[CUSTOMER][NEUTRAL] I don't know what the 13309 is on top of this.
[CUSTOMER][NEUTRAL] Let me go, I have some papers.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEGATIVE] This set of papers is probably not on.
[AGENT][NEUTRAL] Um, let's see, I can look it up by your name or your social.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. So is 457.
[CUSTOMER][NEUTRAL] 41
[CUSTOMER][NEUTRAL] 41 again 76.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] And it is a cancer claim?
[AGENT][NEUTRAL] OK, and what was your uh first and last name?
[CUSTOMER][NEUTRAL] The last name is [PII], first name [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] So my question is, I've already.
[CUSTOMER][NEUTRAL] I have a previous claim for this cancer, but the last time I received a payout was um.
[CUSTOMER][NEUTRAL] I wanna say.
[CUSTOMER][NEUTRAL] Does your payout come from Harford or no?
[AGENT][NEGATIVE] Um, no, it does not.
[CUSTOMER][NEUTRAL] Cause I can't keep straight what to what.
[CUSTOMER][NEUTRAL] OK. So, I don't know what the last documents you guys got.
[CUSTOMER][NEUTRAL] From the doctor's office work.
[CUSTOMER][NEUTRAL] But since the last time I've talked with you, I've had chemo treatment, mastectomy, and radiation, and I'm still going through chemo.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, let me, uh, let me get verify just a few pieces of information with you. What is your birth date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then do you have a good callback number, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. And just need two other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, lastly your email address?
[CUSTOMER][NEUTRAL] I'm not sure which one you got, but I think it's probably the work one. It's um [PII].
[AGENT][POSITIVE] Yes, that's right. OK, perfect. Uh, let me see what we've got last on this policy.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Uh, it looks like.
[AGENT][NEGATIVE] Last thing we received was back from [PII] and [PII], so that's the last thing that we received.
[CUSTOMER][NEGATIVE] And and tell me what this pays out again because like I said, I got so many different ones. I don't know who's paying what so I have to call everybody.
[AGENT][NEUTRAL] OK, let me see what we've got on this one.
[AGENT][NEUTRAL] Um, and this is not a guarantee of payment, basic outline of your policy. It looks like this policy too, it was effective [PII].
[CUSTOMER][NEUTRAL] Right, but it's a new one in place. I'm a teacher. It just rolls over. I never discontinue it.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] I, I don't have anything after that date. Um, do you know if maybe your, your employer may have switched to a different provider?
[AGENT][NEUTRAL] But with APL, the last policy on file was for [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] If they do switch,
[AGENT][NEUTRAL] Might check what
[CUSTOMER][NEUTRAL] I, I don't know.
[AGENT][NEUTRAL] OK, might check with your human resources and see if um they could tell you who they switched with if you're still paying for a policy, but it's, it wouldn't be with us because like I said it it terminated [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] OK, alrighty, thank you so much sweetie.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye.