AccountId: 011433970860
ContactId: 60e5f935-a585-497f-97f3-5875ae4c0c5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 566520 ms
Total Talk Time (AGENT): 171924 ms
Total Talk Time (CUSTOMER): 244418 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/60e5f935-a585-497f-97f3-5875ae4c0c5c_20250404T15:31_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. My name is [PII], and I was calling in reference to um a claim I had sent in for my husband, um, for cancer.
[AGENT][NEUTRAL] All right, well
[CUSTOMER][NEUTRAL] And um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I had got a letter about they needed a physician statement, so I sent that in, but I'm just trying to make sure they don't need anything else because.
[AGENT][POSITIVE] I can check on that for you, Ms. [PII]. First, what is a good call back number in case we get disconnected? I can get right back to you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is your husband's policy number? Do you have that available?
[CUSTOMER][NEUTRAL] It's 1415882.
[CUSTOMER][NEUTRAL] like.
[AGENT][NEUTRAL] And Ms. [PII], what is your date of birth and and current mailing address on the policy, please?
[CUSTOMER][NEUTRAL] My date of birth is [PII] and the mailing address is [PII]. Don't do that.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And this is for his critical illness policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I do see that we received that document on [PII]. It is still in line to be processed?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So I am not sure if there's any additional documents needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, well, um, can you tell me like what is his cancer benefits as far as his policy goes? I don't quite understand that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Final out.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Just getting that pulled up.
[AGENT][NEUTRAL] And if you click on the policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It's on our portal, the policy certificate.
[AGENT][NEUTRAL] You can review those benefits online.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] So if you click on the policy number, the certificate will download.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and I, I did that. I just don't like understand like.
[CUSTOMER][NEUTRAL] Whereas my policy for my job that I had was um like first diagnosis and like uh monthly payment for cancer for him, so I, I, but I don't understand, I guess every policy is different, so I don't understand his policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is different, so let's see, give me just a second.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] And if, if you don't mind holding just one moment, I'm going to get you to one of our adjusters that can assist you uh better with those benefits, OK?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII]. How are you doing?
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][POSITIVE] I'm doing good. I have an insured on the line uh that's wanting to know the benefits on a critical illness policy.
[AGENT][NEUTRAL] And I've got the certificate pulled up and
[AGENT][NEUTRAL] Um, to be honest, it, I'm not really sure how to give her these benefits for cancer. Can you help her?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] The policy number is 141.
[AGENT][NEUTRAL] 5882 and I have Ms. [PII] on the line.
[AGENT][NEUTRAL] And she does have the portal. She says she's pulled up the policy and she wasn't really sure how to read it either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] For [PII] uh the policyholders, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So 100% cars, so I'm not real sure.
[AGENT][NEUTRAL] Of the critical illness benefit.
[CUSTOMER][NEUTRAL] OK, I've got the policy certificate up.
[CUSTOMER][NEUTRAL] OK, and what was the question?
[AGENT][NEUTRAL] So for a cancer diagnosis, she's wanting to know what the benefits or how to read this, you know, how, what the benefits are for.
[AGENT][NEUTRAL] Evidently, she's got a cancer policy that's normally pays out, you know, for the diagnosis and all that, but
[AGENT][NEGATIVE] And I don't even know if it's with us, but she's not sure how to read this policy certificate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you can help her.
[CUSTOMER][NEUTRAL] I can transfer on through.
[AGENT][NEUTRAL] All right, thank you. Her callback number, [PII] is.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] And thank you and I hope you have a great day. One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Miss [PII], thank you for your I mean, sorry, Miss, Miss [PII], thank you for your patience. I have [PII] on the line that's going to assist you further with those benefits.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh. Uh-huh.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] All right. Thank you so much. You have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK, Ms. [PII] are you there?
[CUSTOMER][NEUTRAL] Uh-huh, I'm here. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm doing OK.
[CUSTOMER][NEUTRAL] OK, and what was your specific question? Let's see if we can figure it out. OK, um, well, I was just trying to find out like I sent in the claim for my husband's cancer, and I'm not, I was trying to, we were trying to look at the policy, but I don't quite understand like what's the benefits for the cancer policy. I don't, we don't understand.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, let me look and see, so.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm looking at your policy. Hold on one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] a $10,000 amount for critical illness, that's the base. Let me see what it says in regards to cancer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It looks like we've paid before let's see.
[CUSTOMER][NEUTRAL] It looks like what?
[CUSTOMER][NEUTRAL] We've got claims on file from the past that we've processed on the policy, those, um, yeah, we, I sent them claims for wellness checks because we didn't know that he had that, um, policy. I didn't realize that we had it, so I sent all those in along with his um cancer um claim.
[CUSTOMER][NEUTRAL] But they sent me a thing saying I had to get a physician statement done, so I did that.
[CUSTOMER][NEUTRAL] So the payout was for the wellness stuff.
[CUSTOMER][NEUTRAL] OK, I'll do that.
[CUSTOMER][NEUTRAL] Give me just a moment I'm looking through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Ma'am, did you say, uh, your social support it.