AccountId: 011433970860
ContactId: 5857e615-503e-497b-8d38-c1f32fcbca2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 484260 ms
Total Talk Time (AGENT): 181872 ms
Total Talk Time (CUSTOMER): 146168 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/5857e615-503e-497b-8d38-c1f32fcbca2d_20250324T16:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um.
[CUSTOMER][NEUTRAL] My husband and I have a cancer policy with you guys.
[CUSTOMER][NEUTRAL] And I just wanted to see what it covers.
[AGENT][POSITIVE] It would be my pleasure to help you with those benefits. Can I get a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you happen to have your policy number available?
[CUSTOMER][NEGATIVE] Um, I don't believe that he gave me the policy number.
[AGENT][NEUTRAL] I'm gonna send your husband's name?
[CUSTOMER][NEUTRAL] It's in my name I believe.
[AGENT][NEUTRAL] And your name? I can look it up by your social if that's OK.
[CUSTOMER][NEUTRAL] Yes ma'am it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your name please, ma'am?
[CUSTOMER][NEUTRAL] [PII] or [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm getting that pulled up, Ms. [PII].
[AGENT][NEUTRAL] Bear with me just one second.
[AGENT][NEUTRAL] Ms. [PII], can you verify your date of birth and current mailing address, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] and my date of birth is date of birth, uh sorry, I'm trying to do 5 things at once. My address is [PII].
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][POSITIVE] All right, perfect. Thank you. And what is your email address if you don't mind, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It looks like we do have your work email on file maybe.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] That's the one we have online. I mean, on file. Would you like for us to change it to your personal email?
[CUSTOMER][NEUTRAL] No, that's OK. That one's fine too.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I am showing that your policy is active. Would you like your policy number?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Your policy number is 025.
[CUSTOMER][NEUTRAL] Hold on just one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 0.
[CUSTOMER][POSITIVE] Oh my gosh, you might have one right.
[AGENT][NEUTRAL] That sounds like something that would happen to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0 OK.
[AGENT][NEUTRAL] OK, 025.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 251.
[AGENT][NEUTRAL] 53
[CUSTOMER][NEUTRAL] 251-553.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your policy is active now this one is active as of [PII]. Now you did have coverage prior to that.
[AGENT][NEUTRAL] But this is your current policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And this is going to cover um treatments, um, screenings.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Diagnostic testing, you also have a heart attack and stroke benefit as well as your internal cancer benefit.
[CUSTOMER][NEUTRAL] OK, so I guess my question is um.
[CUSTOMER][NEGATIVE] My husband has a cancer um spot on his nose and um they're going to have to do surgery tomorrow to remove it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and biopsy it more they're wanting $1100 for the surgery.
[CUSTOMER][NEUTRAL] Does our policy cover any of that?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm checking on that.
[AGENT][NEUTRAL] Excuse me, bear with me.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] Now, skin cancer is not going to be covered under this policy.
[AGENT][NEGATIVE] It's gonna be for internal cancer. Mhm.
[CUSTOMER][NEUTRAL] Are you serious?
[AGENT][NEUTRAL] Now, let me check. Hang on just a second.
[AGENT][NEUTRAL] And you can also view the policy benefits. We do have a portal.
[AGENT][NEUTRAL] At secured.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you can create.
[CUSTOMER][NEUTRAL] At a public.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can create a login and password and click on the policy number and it will, you can view your policy benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And hang on just a second, I'm checking further on that for you.
[AGENT][NEUTRAL] Bear with me just a second.
[AGENT][NEUTRAL] I'm going through your policy certificate right now to see if there's any coverage for skin cancer.
[AGENT][NEUTRAL] Yeah, I am not showing coverage for skin cancer.
[AGENT][NEUTRAL] It says that the definition of cancer, um, per the policy guidelines does not include skin cancer.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEGATIVE] I finally have a benefit or I've been paying for this cancer policy finally need to use it and I can't use it because y'all have a way of.
[CUSTOMER][NEUTRAL] Making sure it doesn't get used.
[AGENT][NEUTRAL] No, it's just for the um skin cancer, it's not an internal cancer.
[CUSTOMER][NEGATIVE] So frustrating.
[CUSTOMER][NEUTRAL] Well, but when I was
[CUSTOMER][NEUTRAL] Signed up for the policy. Nobody told me that it had to be internal cancer.
[CUSTOMER][NEUTRAL] I was just told I was getting a cancer policy.
[AGENT][NEUTRAL] Yeah, and I do understand that frustration. Now, did he have a screening because screenings are covered and we can pay $50 per person per calendar year.
[AGENT][NEUTRAL] And I don't have any screening claims on file.
[CUSTOMER][NEUTRAL] Well, $50 isn't, I mean.
[CUSTOMER][NEGATIVE] $50 isn't gonna touch everything that we're about to have to pay so that just really stinks.
[AGENT][POSITIVE] Yeah. And I'm so sorry that it's.
[AGENT][NEUTRAL] Not in the guidelines of the policy.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] It's my pleasure