AccountId: 011433970860
ContactId: 45b13fd3-c631-40e4-ad7b-2a401fa3bd7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 720700 ms
Total Talk Time (AGENT): 315775 ms
Total Talk Time (CUSTOMER): 120307 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/45b13fd3-c631-40e4-ad7b-2a401fa3bd7e_20250213T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII], and I'm calling concerning my cancer plan. I just want to know what all it consists of because, uh, I have been diagnosed with cancer and I'm getting ready to have my second surgery.
[AGENT][POSITIVE] Alright, I can assist you with benefits. Can I have a callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And can I have your policy number, please?
[CUSTOMER][NEUTRAL] I'm not sure if this is how many numbers is it?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, let me give you see if this is 7748053.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me double check for that. One moment, please.
[AGENT][NEUTRAL] Can you verify your date of birth, address, and email address, please?
[CUSTOMER][NEUTRAL] [PII], my email address is [PII].
[AGENT][NEUTRAL] And your mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You, thank you so much for verifying the information today. You're calling on your cancer policy. Let me pull, look for your cancer policy. The number you gave me um is for your intensive care. So one moment while I look for your um cancer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, your cancel policy number is 704.
[AGENT][NEUTRAL] 868.
[CUSTOMER][NEUTRAL] 868
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. So while I pull up your benefits in your policy, just to let you know this is a verification of your coverage and not a guarantee for payment. So you're calling today to see what benefits um is covered under your cancer policy, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, let me take a look at that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so on the schedule page, I do see the first occurrence internal cancer benefit of $2500.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What you say that's for?
[AGENT][NEUTRAL] So if you are diagnosed with internal cancer, it's a one-time payment of $2500.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, um, I'm going to have to, I don't see your policy with your benefits out here, um, let me see when was this policy taken out?
[AGENT][NEUTRAL] [PII]. OK. So yeah, I'm going to have to um call you back for your all of your benefits, uh, because I don't see where they have your actual policy uploaded for for us to view.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm gonna have to um give you a call back once, once I can get um get that uploaded through our customer service department.
[CUSTOMER][NEUTRAL] OK, and what number would I to expect?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, I don't actually know the.
[AGENT][NEUTRAL] How it will come through on your, on your end is either 877 or 800 number.
[CUSTOMER][NEUTRAL] 877 R
[AGENT][NEUTRAL] Or 800 number.
[CUSTOMER][NEUTRAL] OK. I just want to know because a lot of calls I don't answer because they be spam and
[AGENT][NEUTRAL] Well, if, if we call and we'll leave a message and just tell you to call us, give us a call back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we'll leave a voice message.
[CUSTOMER][NEUTRAL] And let my let me give you my cell number. My cell number is [PII].
[AGENT][NEUTRAL] If you don't pick up.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And just um let me just double check one see if it's somewhere else before I let you go. Um, just hold for one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Begging.
[AGENT][NEUTRAL] I got a member on hold, but if we, if we go to on base and there's no policy, the members calling for benefits.
[AGENT][NEUTRAL] OK, so I don't see a policy out here and you can't really depend on what's in SharePoint because how you know that's their benefits that they elected.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It is um 704.
[AGENT][NEUTRAL] 868.
[AGENT][NEUTRAL] They have a schedule page, but that just said, that just was saying about the $2500.
[AGENT][MIXED] Benefit, but I don't.
[AGENT][NEUTRAL] Cause I told her, I probably would have to call her back once I get with customer service about the policy, but.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. That's OK. I'm gonna call you back in a few moments though on a claim, but I'm gonna get back to her and let her know I'll call her back.
[AGENT][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] OK, yeah, I tried to see if someone else would be able to see your um the policy, but um yeah, I'm gonna have to get customer service to upload your policy to the file so um the claims department would be able to see it.
[AGENT][NEUTRAL] And once they do that, I can give you a call back. So I'm gonna have to put that request in and I'm not sure if it will be today.
[CUSTOMER][NEUTRAL] OK, or you can email the information to me.
[AGENT][NEUTRAL] Well, we can't email policies. We can mail, put it in the mail, but we can't email.
[CUSTOMER][NEUTRAL] OK, I would like a copy as well, but you can call me back and explain it with me.
[AGENT][NEUTRAL] OK, OK, I can do that. I do have your cell phone callback number is [PII].
[CUSTOMER][NEUTRAL] Yes, and one, and another thing I'd like to know, does it pay for someone to stay with you?
[AGENT][NEUTRAL] OK, so I, I don't actually know.
[CUSTOMER][NEUTRAL] I know, I'm just saying when you look it up that's that's something I.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, that's one of the que. OK, yeah, I actually don't know what, what benefits you have on yours, um, but usually like um on the they like.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] You're talking about like home health?
[CUSTOMER][NEUTRAL] Uh, well, if I stay home or go to a rehab.
[AGENT][NEGATIVE] Now they do have like um some policies have like rehab, but they don't um.
[AGENT][NEUTRAL] Um, I've never seen anything on a policy where you can have like a night nurse or someone come in and take care of you. I have not seen that on any of our cancer policies, but they do on, on some of our policies, which is a lot of our policies, they do have like if you have surgery and then you go from the surgery center to a a rehab facility like to maybe gain your strength or do PT.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, that's what I'm talking about.
[AGENT][NEUTRAL] Yes, some, uh, a lot of those have it, yes. So.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I live by myself and that's what I was wondering about.
[AGENT][NEUTRAL] OK, OK. So, uh, once they, um, upload your policy for us to view, I can call you back and explain what all benefits you have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, thank you.
[AGENT][POSITIVE] No problem. Uh, Miss, is there anything else I can um assist you with today?
[CUSTOMER][NEUTRAL] No, that's what I need to know about my policy.
[AGENT][POSITIVE] OK. All right. Well, thank you so much for calling APL you have a great day. Bye bye.
[CUSTOMER][NEUTRAL] You bye bye.