AccountId: 011433970860
ContactId: 4d90e3f1-4873-4a61-9142-8f272126d2eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 676169 ms
Total Talk Time (AGENT): 272269 ms
Total Talk Time (CUSTOMER): 336761 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/4d90e3f1-4873-4a61-9142-8f272126d2eb_20250624T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][POSITIVE] I am doing good, thank you. I've got an insured on the line just let me know when you're ready for the policy number.
[AGENT][POSITIVE] Yeah, absolutely. Go ahead.
[CUSTOMER][NEUTRAL] OK, thank you, [PII]. It's 457-843.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, Ms. [PII], I've got a callback number. It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she's wanting to know what type of benefits this policy has for her.
[AGENT][NEUTRAL] All right, [PII], you can go ahead and send [PII] over whenever you're ready.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. You have a great afternoon, OK?
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you. Here she comes.
[AGENT][NEUTRAL] This is [PII] in the customer care department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, you are.
[AGENT][NEUTRAL] Hi, [PII]. I understand that you were wanting to know what type of benefits this plan has on it. Is that correct?
[CUSTOMER][NEUTRAL] Uh, correct, I haven't looked at this policy in years.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um I haven't had to use it so I didn't look at it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh uh now what I am wanting to know, what is this cover and, and how much is it paying now since uh it's been since [PII]. Is it uh uh uh do you pay the hospital more, the uh chemo or what?
[AGENT][NEUTRAL] OK, yeah, absolutely. So, yeah, it is a cancer policy. Um, it looks like on your schedule of benefits, um,
[AGENT][NEUTRAL] It has a chemo and radiation treatment benefit, which is a maximum of $10,000 per calendar year.
[AGENT][NEUTRAL] It does have a hospital benefit of $500 a day if you were ever confined in the hospital. And then it has what we call a first occurrence benefit or diagnosis benefit. If you were diagnosed with cancer, it would pay a lump sum of $5000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, diagnosis.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Anything else?
[AGENT][NEUTRAL] I'm sorry, did you say exams?
[CUSTOMER][NEUTRAL] Yeah, anything else? Does it pay anything else?
[AGENT][NEUTRAL] So it does have a cancer screening benefit. If you ever have a wellness exam, um, every year, then the plan does pay $75 once a year for a wellness benefit. This would be if you were having a yearly mammogram or a colonoscopy, something of that nature.
[CUSTOMER][NEUTRAL] I've had a lot of them and hadn't filed on it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. First of all, uh, I have a, a mammogram was here.
[CUSTOMER][POSITIVE] And uh I have a wellness out uh thing that uh they go over with me if I had this and that and that once a year.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] And I'm due for another coleoscopy in about another year. Uh, and the last time I had it, he put, he put me off 3 years.
[CUSTOMER][NEUTRAL] So, I, I don't do it.
[CUSTOMER][NEGATIVE] That's just money I've lost, right?
[AGENT][NEUTRAL] Well, I'll be honest with you, [PII], it'd be up to you if you wanted to go back and claim any of that. I mean you still could.
[AGENT][NEUTRAL] Um, it's just a wellness form that's filled out and then you would need the date as far as when it was done. So it would just be up to you if you wanted to go back and do that or just do it going forward.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and the mammogram, I could do the same thing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the coleoscopy would be hard to do.
[AGENT][NEUTRAL] Yeah, well, and it just is one per year, so if you have to have both done, then you could just submit one because it's just the 11 time a year so.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, so it's only gonna be one time a year. It won't pay for the.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mammogram and the uh wellness thing too.
[AGENT][NEGATIVE] It's just gonna do one, yeah, it's not gonna do both.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] All right. Now, I am paying a premium of $60.66 bank drafted. Now, is this all that uh is this all that it covers what you just told me?
[AGENT][NEUTRAL] Um, I mean, it's not, aside from that, really, it's more, um, I mean, it does have some benefits for like drugs, if you, um, blood and plasma, um, it has some private nursing benefits.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] I know the thing is so thick, you don't know what it is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, I mean, I've been going over it and everything.
[CUSTOMER][NEUTRAL] OK, and down here where [PII] signed his name.
[CUSTOMER][NEUTRAL] That that was just a witness, right, that I signed the application.
[AGENT][NEUTRAL] I believe so, yeah, let me see.
[CUSTOMER][NEUTRAL] I think so. I think that's what it looks like now.
[CUSTOMER][NEUTRAL] I want to put, if anybody can be beneficiary on this, on that stuff in case I pass away, or how do they collect on it?
[AGENT][POSITIVE] Yeah, so we can definitely add a beneficiary to this [PII]. If you want, I can mail you a beneficiary form, absolutely.
[CUSTOMER][NEUTRAL] And uh I want it between all three boys, you know, that they collect on it and everything, and they had to
[AGENT][NEUTRAL] You could
[AGENT][NEUTRAL] Yeah, you could do that. Mhm.
[CUSTOMER][NEUTRAL] I could
[CUSTOMER][NEUTRAL] I could do what now? Just put all three boys on it.
[AGENT][NEUTRAL] You could do that. I, well, I would have to send you, I would have to mail you a form that needs to be filled out. You would need to fill it out and list who you want. You can have more than one beneficiary on here, um.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] And then you would just need to send it back to us.
[CUSTOMER][NEUTRAL] Well, cause you know, if you have cancer and you get, you get so far gone or or something or other, you're not able to take care of it. So that, the boys is gonna have to do it, right?
[AGENT][NEUTRAL] Um, as far as, yeah, if, if something were to happen and you wanted them to claim benefits, then it is easier if you go ahead and have somebody listed on there so they can cash it out correct. If you don't, then it, yeah, then it has to go through the estate and all of that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] But now I ain't got anything.
[CUSTOMER][NEGATIVE] I'm living in [PII]. I ain't got anything.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, so give me the beneficiary form.
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so send me that and, uh, and can you send me a new policy that what all it covers and uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Rather than this big thick thing.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Oh, OK. And can you, um,
[CUSTOMER][NEUTRAL] Does the prices change and since the.
[CUSTOMER][NEUTRAL] Uh, today is 30 something years later than this, that the, uh, lack of, uh, does the policy pays more on certain things than it does on.
[AGENT][NEUTRAL] I don't see, yeah, I don't see that the benefits increased or anything over time, no.
[CUSTOMER][NEUTRAL] Yes, I do that
[CUSTOMER][NEUTRAL] You don't see it increased over time.
[AGENT][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] OK. OK. Can you send me just a list of then I guess of what it pays. I don't, other than these three things you've told me, I don't know what it pays.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'll send you a copy of the list of what pays and what the amounts are in the policy, yeah.
[CUSTOMER][NEUTRAL] OK. I just need an update on everything.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Um, and, so, OK, I need that, OK? And uh,
[AGENT][NEUTRAL] OK, so I will put in the request to get those sent out to the post in the postal mail to you, OK?
[CUSTOMER][NEUTRAL] See what.
[CUSTOMER][NEUTRAL] OK. What else do I need to know about all this since it's been so long ago.
[CUSTOMER][NEUTRAL] You got a lot of my money. You got a lot of my money. You probably sent you enough to pay for all this.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, um,
[AGENT][POSITIVE] I can't really think of anything else unless you have any other questions. I mean, I'm happy to answer any questions.
[CUSTOMER][NEUTRAL] Yes, I understand. Uh, but I just wondering, you know.
[CUSTOMER][NEUTRAL] OK, so these, these 3 things that get me started, right?
[AGENT][NEUTRAL] Right, so we're gonna get you the beneficiary listed on there. I'm gonna send you out the policy certificate that way you can look and see exactly what is and is not covered on it so that way you have that for your records.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and you said the policy number they couldn't find it a while ago. Did they find it?
[AGENT][POSITIVE] I have that here. Do you need that? I'm happy to provide it to you.
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I need the policy numbers. I need uh.
[CUSTOMER][NEUTRAL] Uh, how much I'm paying for it right now. I need uh the beneficiary, and uh let's see what else do I need? and individual.
[CUSTOMER][NEUTRAL] Things that you, uh that it will pay for.
[CUSTOMER][NEUTRAL] And what else do I need to collect off of this policy if I had to?
[AGENT][NEUTRAL] So the policy number, are you ready for that to copy it down?
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] 457.
[AGENT][NEUTRAL] 843.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] How come it changed much? Well, I didn't change it just the old one changed in front of it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And send me all, send me policy numbers and, and send me y'all's addresses and all that good stuff. Y'all had two phone numbers on here.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I call one of them and nothing after 2 and then I decided to call the [PII] number.
[AGENT][NEUTRAL] OK. So those requests, those requests are in for you and um anything else?
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that'll be it, I guess. And I thank you very much for doing all this, OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Have a nice day.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye.