AccountId: 011433970860
ContactId: 44e3a7a0-1a52-4ae7-a25e-4e1b9509c56a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431299 ms
Total Talk Time (AGENT): 156041 ms
Total Talk Time (CUSTOMER): 211612 ms
Interruptions: 3
Overall Sentiment: AGENT=2.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/44e3a7a0-1a52-4ae7-a25e-4e1b9509c56a_20250304T18:41_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 have a question about my cancer and specified disease policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Do you need that?
[AGENT][NEUTRAL] OK. Sure.
[AGENT][NEUTRAL] Sorry, go ahead.
[CUSTOMER][NEUTRAL] You need the certification?
[CUSTOMER][NEUTRAL] You need the certification number?
[AGENT][NEUTRAL] Sure, I could take that. And what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the certification number is 00731226.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you and then can I also get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you, and then um [PII] just gonna verify some information really quick if you don't mind um can I get your date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. All righty. And what kinds of questions did you have for me, [PII]?
[CUSTOMER][NEUTRAL] OK. On that cancer policy, I just wanted to make sure that that policy, that's for me and my, my husband and a dependent.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So I do see you listed um however I have.
[AGENT][NEUTRAL] [PII] and [PII], um, as they're no longer active on this policy. So we're needing them to be active.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, that is the craziest thing.
[CUSTOMER][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] Sent me an email and they were listed on it then.
[CUSTOMER][NEUTRAL] Why would they not be active on it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can definitely find out for you uh if you would give me just a moment I'm going to put you on a brief hold, [PII], and reach out to our customer service department. They could take a look, but those are the two that are supposed to be active, correct?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Well, I was thinking.
[AGENT][NEUTRAL] [PII] and [PII]
[CUSTOMER][NEUTRAL] I was thinking so, but I don't know that's what I'm calling for. I can't remember.
[AGENT][POSITIVE] OK, OK, no worries.
[CUSTOMER][NEUTRAL] I mean they're listed, they're listed here but um.
[CUSTOMER][NEUTRAL] I just, I want to make sure.
[AGENT][NEUTRAL] Of course and I do see them listed but not as currently being active under the policy so we can definitely see what's going on with that. Give me just a moment I'll get right back with you OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Yeah, I got you again [PII], it's [PII].
[CUSTOMER][NEUTRAL] What you got for me there?
[AGENT][NEUTRAL] I say yeah, but I'm sorry this might be a bit of a difficult one. I'm sorry I know I know I'm sorry.
[CUSTOMER][NEGATIVE] Oh, no, no, no, no, no, no, no.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So I've got this member on the line and she has a cancer policy and she wanted to make sure that her spouse and a dependent were covered. I see them listed but not as active, um, and she wants to know why and what we can do.
[CUSTOMER][NEUTRAL] Uh, they may
[CUSTOMER][NEGATIVE] Hopefully they just didn't get reinstated. What's that policy number?
[AGENT][NEUTRAL] It is 731-226.
[CUSTOMER][NEGATIVE] Well, the bomb just fell out over here or something.
[AGENT][NEUTRAL] Well, I just, I looked at the notes a little bit and it looks like we've had some
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Problems with this before? Uh, not this exactly, but
[CUSTOMER][NEUTRAL] Hold on one second, let me find up the screen. I am not using at the moment. OK, I've only got 5 of them up and I've.
[CUSTOMER][POSITIVE] Lead all 5 of them.
[CUSTOMER][NEUTRAL] Oh my [PII], 731-226. OK.
[CUSTOMER][POSITIVE] So let's lucky [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] She's showing family coverage. They just didn't get yeah, they didn't get reinstated. Let me get the notes.
[CUSTOMER][NEUTRAL] Because she still has family coverage her service.
[CUSTOMER][NEUTRAL] And that being correct, I did not mention the insured policy was canceled to avoid an escalation.
[CUSTOMER][NEUTRAL] Uh, reactivate the policy. OK, I reactivate the policy and check she did not.
[CUSTOMER][NEUTRAL] Let me go back, yeah, NM.
[CUSTOMER][NEUTRAL] And R and R.
[CUSTOMER][NEUTRAL] And I don't know what that's supposed to be. Let me look to see what type of policy this was.
[CUSTOMER][POSITIVE] OK, da da da tache and we're gonna go back changes. I think that should be way pre access so that's right, OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] All right, Ms. [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] You, if, if you want to, you can just go back and tell her that they are active. We do apologize that somehow know they were accidentally termed, but they are active.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so I just tell her it's a little hiccup in the system or something.
[CUSTOMER][NEUTRAL] Yeah, just tell her we apologize. It was a glitch in the system or something, but that she does, she is showing family coverage and they have been reinstated.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, cool. All right, thank you so much, [PII]. I appreciate it. All right, bye.
[CUSTOMER][NEUTRAL] Thank you, dear. But if you have any problems, call me back direct.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye.
[CUSTOMER][POSITIVE] All right. You're welcome. Bye, dear.
[CUSTOMER][NEUTRAL] I don't have a check anymore. I got a retirement check.
[AGENT][POSITIVE] All right, Ms. [PII], I'm so sorry about that wait. Are you still with me?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] OK, so it was just a little hiccup in our system apparently there was a bit of a glitch but they are active um so we got that correct that it's all showing everything good. I am so sorry about that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I just, OK, very good. So and that premium was $20.80 a month, right?
[AGENT][NEUTRAL] Let me verify that. Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, and so that's got, um, so that cancer policy is for me, [PII], and [PII].
[AGENT][POSITIVE] Correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK. I thought so when you told me that I was like,
[AGENT][POSITIVE] Yes, I'm so sorry about that. I know and that's what I was hoping it was just some kind of little hiccup because it happens, but yeah, it was an easy fix thankfully.
[CUSTOMER][POSITIVE] OK, good deal. Alright, thank you. I just was trying to verify that. OK.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you.
[AGENT][POSITIVE] Alright, yes ma'am, thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye