AccountId: 011433970860
ContactId: 51ea6345-a837-4070-bc11-f736eded5d50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209470 ms
Total Talk Time (AGENT): 86989 ms
Total Talk Time (CUSTOMER): 115126 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/51ea6345-a837-4070-bc11-f736eded5d50_20250328T20:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the care team. I've got, um, hey, I've got an insured on the phone. Well, she wasn't insured. She's supporting her policy. Um, her policy number is 253-547-6.
[AGENT][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And for whatever reason I'm not able to pull up her policy certificate for her and I even tried another member with the same plan she wants to know her benefits that was on this policy because she's worked out with customer service to be able to port it but she wants to know the benefits before she actually does that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I can't get it to pull up to give them to her.
[AGENT][NEUTRAL] Let me see if it lets me see.
[AGENT][NEUTRAL] Yeah, no, it's, it's not on there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah.
[AGENT][NEUTRAL] OK, I, I'll, I'll help her go ahead and put her through.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK. All right. Thank, thank you, [PII]. Mm, bye-bye.
[AGENT][POSITIVE] No problem bye bye.
[AGENT][NEUTRAL] Hi, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was trying to find out the well the coverages that my policy has, and she, uh, I think it was [PII] that sent me to you that said that they couldn't pull anything. It's probably because my our agency doesn't, our office doesn't have y'all's coverages anymore because they're giving me the option to [PII], so I just wanted to find out what it is before I port.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] OK, I can tell you what it was absolutely uh let me get everything pulled up.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Of course, of course.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let me get it all.
[AGENT][NEUTRAL] OK, you had a.
[AGENT][NEUTRAL] First, OK, it's for the cancer policy, correct?
[AGENT][NEUTRAL] Because that's what she gave me, OK, OK. You had a first occurrence benefit for cancer and that was 5000.
[CUSTOMER][POSITIVE] Mhm correct.
[CUSTOMER][NEUTRAL] Is that for both my mine and my husband or just one?
[AGENT][NEUTRAL] No, both for both of you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Like you get 5000 he gets 5000.
[CUSTOMER][NEUTRAL] OK, and I don't want this to happen. I'm just trying to find out what it is, so.
[AGENT][NEUTRAL] No, no, I get, I get it.
[AGENT][NEUTRAL] And then you had a first occurrence benefit for heart attack or stroke, and that was also 5000.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me see. You had a cancer screening benefit level one. I'm I'm thinking I paid about $50 for the screening.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you had a hospital intensive care writer that paid 600. It's not telling me if that was per day.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, they usually are per day, but it's not telling me or per incident, mhm.
[CUSTOMER][NEUTRAL] Or per incident
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, and let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that oh.
[AGENT][NEUTRAL] That's it, yeah.
[CUSTOMER][NEUTRAL] OK, that's what I needed um so I just needed to find out if it's worth it. Do I need this coverage or not, but, um, you know.
[CUSTOMER][POSITIVE] God forbid nothing happens, but you, you just gotta make sure, OK, well thank you so much for your help you have a great day.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] No problem. You do the same. Thank you for calling ATL have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Uh huh bye bye.