AccountId: 011433970860
ContactId: 3fb7ebfc-615b-4b07-a43a-ebb9bd5d8abe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206210 ms
Total Talk Time (AGENT): 101107 ms
Total Talk Time (CUSTOMER): 101886 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/3fb7ebfc-615b-4b07-a43a-ebb9bd5d8abe_20250110T22:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hello. I really don't know if I'm calling the right number, but I am retired from my school district, and I continue to pay for a cancer policy. And I'm thinking it's with, uh, American Public Life, but I don't have any information on it. Is there any way you can look me up to see if this is it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see if I can, let me get to where I can put in some information that will help me search.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and uh can you give me your full social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it searching for me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, you do have a policy with us.
[CUSTOMER][NEUTRAL] OK, is there any way I could get some information sent to me on my policy?
[AGENT][NEUTRAL] Sure, let me first give you the policy. Yeah, let me give you the policy number just so you have it in case um you need to call us back for anything. It is 996553.
[CUSTOMER][NEUTRAL] I just can't find anything. OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so I should be able to get you, um, like a certificate of coverage, um.
[CUSTOMER][POSITIVE] Oh, that would be great.
[AGENT][NEUTRAL] And um let me get some information from you. Let me put in and see if I've already got the information that I need to be able to send it to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what's a good email address of where we can send the certificate?
[CUSTOMER][NEUTRAL] OK. It is my name, which is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Yeah, give us just a little bit of time. It could be, um, probably Monday, um, but we can certainly send you uh the information on your policy and you've reached the right place.
[CUSTOMER][POSITIVE] Yeah, that's no problem.
[CUSTOMER][NEUTRAL] And can I ask you something about it? So, so I know that this policy kicks in if you have cancer of some sort. But my question is, I have to have a breast biopsy because of a suspicious um um testing on a mammogram. It, would that be included in this coverage or not?
[AGENT][NEUTRAL] You sure can.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Um, that I couldn't tell, but I will be happy to get you like over to our claims team and our benefits team, and they'd be able to like do a deep dive with you into your policy to let you know if something would be covered or is a payable benefit so if.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][POSITIVE] OK, well I'll wait till I get the uh information Monday about my policy and then I'll follow up from there. So thank you very much.
[AGENT][NEUTRAL] 00, not a problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am that's it.
[AGENT][POSITIVE] You have a great weekend and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] Bye-bye.