AccountId: 011433970860
ContactId: 5f372f0c-e9d3-4e06-817b-b64e1fb81620
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328829 ms
Total Talk Time (AGENT): 130337 ms
Total Talk Time (CUSTOMER): 130234 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/5f372f0c-e9d3-4e06-817b-b64e1fb81620_20250506T15:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling.
[CUSTOMER][NEUTRAL] Hey [PII], thanks for taking my call. Hey, cert or [PII], my, I think it's my certificate number. It's uh.
[CUSTOMER][NEUTRAL] 02587675
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My pulp so.
[AGENT][NEUTRAL] Can I get your first and last name, please?
[CUSTOMER][NEUTRAL] Uh, you bet my name. First name is [PII] Last name is [PII]
[AGENT][NEUTRAL] All right. And then for security, I just need to verify your date of birth and address, please.
[CUSTOMER][NEUTRAL] I was born, uh, what's coming up, uh, [PII].
[CUSTOMER][NEUTRAL] And then it's uh [PII].
[AGENT][POSITIVE] Perfect. Thank you, [PII]. Happy early birthday. How can I help today?
[CUSTOMER][NEUTRAL] Hey, thank you, sir. Hey you know I, I got this policy and I kinda remember signing up for it but I can't remember.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean it's not much that's probably why I said yeah, the premium one, but I don't know what it is.
[AGENT][NEUTRAL] OK, yeah, let's take a look.
[CUSTOMER][NEUTRAL] It's uh
[AGENT][NEUTRAL] So the policy itself, it looks like is a, it's an accident policy.
[AGENT][NEUTRAL] Let me pull it up.
[AGENT][NEUTRAL] See what.
[CUSTOMER][NEUTRAL] I think when they send their benefits I probably just suggest everything and pay attention.
[AGENT][NEUTRAL] Let's see
[CUSTOMER][MIXED] But it doesn't look like it cover, I mean, it's pretty inexpensive, but it doesn't look like it covers a lot, I guess. Hospital 250 is that the maximum coverage?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's what I was trying to pull up with the certificate here let me see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] Yeah, it looks like it has an emergency room benefit, physician's office, emergency dental.
[AGENT][NEUTRAL] Um, there's some hospital admission benefits.
[AGENT][NEUTRAL] Um, it has accidental death, dismemberment. Um, the death benefit is 15,000 and then it breaks down like dismemberment, um, to different amounts. It has an ambulance benefit and medical imaging for any sort of accident also.
[CUSTOMER][NEUTRAL] Is that the uh
[CUSTOMER][NEUTRAL] So as I look at the policy, is that the benefit amount is like the hospital emergency rooms 250, is that like per day or is that like for the whole time?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Yeah, so let's see, emergency room.
[AGENT][NEUTRAL] So it'd be the one benefit amount of 250.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Good grief, it's not a lot, huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because that's why it's so inexpensive, um, you know, I'm in for the.
[AGENT][NEUTRAL] Like the confinement
[AGENT][NEUTRAL] The confinement then pays, I'm just gonna say then on top of that. So, let's say you went to the emergency room, you'd get the benefit of 250, and then let's say you're admitted to the hospital. You would get 250 for the confinement on the hospital on top of the 250 for the emergency room.
[CUSTOMER][NEUTRAL] Oh go ahead.
[AGENT][NEUTRAL] And then below that you see daily hospital consignments $100. So if you're in the hospital, then it would pay $100 per day for up to 30 days.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got you. Does this run tell him the price stays.
[AGENT][POSITIVE] But yeah, it's, it's pretty, pretty simple.
[CUSTOMER][NEUTRAL] Yeah, well.
[CUSTOMER][NEUTRAL] What I thought when I did, I just can't remember what it was or where I got it from. It says policyholder association for independent financial professionals I probably signed up when they sent me the renewal, um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I'll just, OK, I'll just, I'll put it in my file for $11. I mean, I don't know if I get ambulance. I'll get $250 dollar discount, right?
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Medical imaging once per covered person per cover. So if I have, if I break a leg.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I need an X-ray they charge 100 bucks. I don't know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I mean you know it.
[CUSTOMER][NEUTRAL] It is what it is I guess right?
[CUSTOMER][NEUTRAL] We'll have to quit my, I won't quit my day job knowing I got this policy, but at least it's some something I suppose.
[AGENT][NEUTRAL] I, I hear you, [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, you know, I'll just let it ride it out for the 11 bucks and then I'll just address it next year on renewal. Hey, thank you very much. Thanks for your time, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Not a problem.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][POSITIVE] You have a great day bye bye.
[AGENT][NEUTRAL] Bye bye.