AccountId: 011433970860
ContactId: 598d270f-d02f-4e7c-b5a3-7bd15e12a0f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310369 ms
Total Talk Time (AGENT): 130376 ms
Total Talk Time (CUSTOMER): 77382 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/598d270f-d02f-4e7c-b5a3-7bd15e12a0f5_20250609T14:49_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I spoke with someone earlier and I was trying to kind of get um a verification of my benefits. My employer says that I have a policy guy, but the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did not mention the cancel policy, so that's what I was double checking on.
[AGENT][NEUTRAL] OK. Do you have your, can I look it up by your last name or social?
[CUSTOMER][NEUTRAL] Sure. My um
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEGATIVE] Yeah, unfortunately,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, yeah, I think I was talking to you. I may have, let me see. Maybe I looked at that wrong. Sorry about that.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then can you verify your date of birth, address, and email address for me, please?
[CUSTOMER][NEUTRAL] Sure, um, [PII], address is [PII] and my email address [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] Let me get that pulled up again.
[AGENT][NEUTRAL] OK, let me pull up that other policy. Sorry about that. I think that
[AGENT][NEUTRAL] I saw the code and I mistook that for the wrong policy. Hold on one moment.
[AGENT][NEUTRAL] OK, that one.
[AGENT][NEUTRAL] OK, yes, that is correct. Sorry about that. Um, not a guarantee, just a basic outline of your policy. That is a cancer policy, that is right. That one has um several different benefit amounts, um, for example,
[AGENT][NEUTRAL] Hospital confinement, it pays $100 per day for the 1st 30 days. Um, there's a benefit for surgery, anesthesia.
[AGENT][NEUTRAL] Um, max for operation pays out 2000.
[AGENT][NEUTRAL] Um, the anesthesia benefit pays 25% of the amount paid for covered surgery.
[AGENT][NEUTRAL] Um, it does pay $30 if you're in the hospital, um, to, for the physician benefits.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] There's a drugs and medicine benefit if you're confined in the hospital, pays $100 for confinement.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] several different benefits on here. Um, there's
[AGENT][NEUTRAL] Radiation, chemo, immunotherapy pays up to $10,000 in a 12-month period. Um, is there a specific benefit you're wanting to check on?
[CUSTOMER][NEUTRAL] Is there a um
[CUSTOMER][NEUTRAL] A limited amount of time that you have to file that if you receive those benefits.
[AGENT][NEUTRAL] No, actually, you can file claims at any time for the extent of your coverage. So your coverage started [PII], still current and active. So anything that would apply to this policy, you can file at any time for reimbursement.
[CUSTOMER][NEUTRAL] OK, OK, um, now what was the, um, one that you thought I had that um that you were mistaken about because I wrote those down. I just wanna make sure I, um.
[AGENT][NEUTRAL] Um, that was accident, sorry.
[CUSTOMER][NEUTRAL] Don't think I have something that I.
[AGENT][NEUTRAL] Yeah, yeah, I don't.
[CUSTOMER][NEUTRAL] OK, so I do not have accident with you guys.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] But so it was the cancer policy, um.
[AGENT][NEUTRAL] Yeah, you do have cancer intensive care and then hospital indemnity.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, do you know the um.
[CUSTOMER][NEUTRAL] Amount of the premium on that one then the cancer policy.
[AGENT][NEUTRAL] It's 11:50.
[CUSTOMER][NEUTRAL] OK, OK, thank you, ma'am, that's what I need to know.
[AGENT][POSITIVE] OK, thanks for calling APL. Sorry about that. Sorry about that miscommunication.
[CUSTOMER][POSITIVE] Mhm. Thank you. Bye.
[AGENT][POSITIVE] Thank you. Have a great day. Bye-bye.