AccountId: 011433970860
ContactId: 36409032-826e-4ee1-a9b2-89e73c9b0a2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358179 ms
Total Talk Time (AGENT): 174642 ms
Total Talk Time (CUSTOMER): 115189 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/36409032-826e-4ee1-a9b2-89e73c9b0a2e_20250218T17:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I just wanted to uh know what my uh benefits are, uh, what, uh what does it cover?
[AGENT][NEUTRAL] Sure, we can take a look at your uh policy and we'll take a look at those benefits. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 286
[CUSTOMER][NEUTRAL] 0101.
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 74
[CUSTOMER][NEUTRAL] 357 1
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] Alrighty, just gonna verify some information really quick, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] Wait, let me
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, yes, perfect. That's what we've got. I had to double check that too. Hang on.
[AGENT][NEUTRAL] Alrighty and then uh last thing I need is the email address we've got on file for you uh looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You need it?
[AGENT][NEUTRAL] Uh yes, ma'am, if you wouldn't mind verifying it so we make sure it's correct.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, appreciate you verifying all of that information, [PII]. Let's see, so you've got a couple policies with us. You've got an intensive care and cancer policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's take a look. So the intensive care is pretty um cut and dry. It's uh intensive care and coronary care. Um, the extent of this benefit is going to be, um, it's daily amount, so, um, that benefit amount is $325 per day.
[AGENT][NEUTRAL] If you were to, you know, uh, intensive care unit and then you want me to take a look at that cancer policy as well?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just a moment, let me get that one pulled up.
[AGENT][NEUTRAL] OK, and if you'd like I can send you a copy of this policy, [PII], so you've got it for your records. It's very easy to read, it's not just a bunch of jargon I promise, um, but it does go through what is and is not covered dollar amounts, frequencies, things like that. Did you want me to send this to you?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yes, I would like. Yes. But can I ask?
[AGENT][NEUTRAL] OK, did you want me to email it to you?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah just mail it out cause it's
[AGENT][NEUTRAL] A male OK, of course, and yes, did you have any specific questions?
[CUSTOMER][NEUTRAL] Is uh.
[CUSTOMER][NEUTRAL] OK. Uh, does, uh, does it has, uh, anything to do with, uh, kidney and high blood pressure or?
[AGENT][NEUTRAL] Let's see, so.
[CUSTOMER][NEUTRAL] This is.
[AGENT][NEUTRAL] This particular policy is going to be.
[AGENT][NEUTRAL] I believe it is strictly for cancer and then preventing cancer. So you do have um some diagnostic test benefits that would be for, um, of course, preventative. But other than that, all of the benefits under this policy are going to be related to um a positive diagnosis of cancer.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, uh, I was just wondering because I'm a, uh, I just recently had a kidney transplant and I just wondered whether, uh, was anything in this policy related that I could that I could file a claim.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] That could pay, of course.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Absolutely. Now, let's see. Hang on just a second. You do have a critical illness benefit as well. You said it was a kidney transplant?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I was in the hospital for almost a month.
[AGENT][NEUTRAL] OK. Covered critical illness.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Bear with me just a moment let me just take a look.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this seems to be more along the lines of heart attack or stroke.
[AGENT][NEGATIVE] Yeah, so that wouldn't be covered under this policy.
[CUSTOMER][NEUTRAL] OK, so my next question, it wouldn't be covered either cause I had, uh, in [PII] I had two hip replacements.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Oh, yeah, unfortunately not under these policies.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty well I will get this, of course. Oh yeah, definitely need to know if you could take advantage of that, absolutely. Um, well, I will get this policy mailed to you. Did you have any other questions for me, [PII]?
[CUSTOMER][NEUTRAL] Well I was just trying to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, you seem to answered everything.
[AGENT][POSITIVE] Alright, I wish I had better news for you. Yes ma'am. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] So I appreciate it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, you too, and thank you so much.
[AGENT][POSITIVE] Thank you. Of course. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.