AccountId: 011433970860
ContactId: 6357ebd4-8483-46a4-8515-ffdf8e85196f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478640 ms
Total Talk Time (AGENT): 128671 ms
Total Talk Time (CUSTOMER): 206391 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/6357ebd4-8483-46a4-8515-ffdf8e85196f_20250122T19:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's free and billing. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, um, so I have a [PII] on the line, um, and she is calling asking about, um, like the details of her policy. She has a cancer policy and um.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Intensive care policy and she was asking about her coverage and I, she said that her paperwork is showing that she has like family coverage and um when I looked in our system it said she had individuals but she's had the policy since [PII].
[CUSTOMER][NEUTRAL] So, um she is maybe looking at old paperwork, um, but I did see for one of the policies that the one of the dependents was dropped in [PII], but she said she had two, but I think she thinks maybe she's paying too much for the coverage that she has.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Uh, one of them is 100555.
[CUSTOMER][NEUTRAL] That's for the cancer policy and the other for intensive care is 58,890.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Let me look at the application real quick.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, you, you can go ahead and transfer and I'll be looking it up while while.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. Are you still there?
[CUSTOMER][NEUTRAL] Yes. OK, I have [PII] on the line from our customer service team and she's gonna be able to assist you further with um your questions about those policies, OK?
[CUSTOMER][NEUTRAL] OK, you said her name is what? [PII].
[CUSTOMER][POSITIVE] [PII], OK, thank you. No problem, it was a pleasure you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Uh, good afternoon, Ms. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] I'm fine and you?
[AGENT][NEUTRAL] I'm good um, she was stating that you were calling checking on your policies.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've had policies over 30 years and I came across them the other day and I thought oh I need to check on that because it was a single parent plan when I got it. I don't remember ever calling to take them off or anything but.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I was checking on that and uh whether it's a paid up plan or how long can I keep it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now the cancer policy.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is individual, it's just only on you and it can be kept as long as you want it um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now the intensive care.
[AGENT][NEUTRAL] I'll have to look that up hold on just a moment, [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] to break that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] you.
[AGENT][NEUTRAL] OK, and the intensive care will come off um.
[AGENT][NEUTRAL] Once you turn [PII], the anniversary on April after you turn [PII].
[CUSTOMER][NEUTRAL] After [PII].
[AGENT][NEUTRAL] Yes ma'am, so if you got 5 more years.
[CUSTOMER][NEUTRAL] Oh, it don't go to half price just.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, ma'am, it's, it's guaranteed renewable until age [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then it comes off.
[CUSTOMER][MIXED] OK. But the cancer I can keep as long as I live.
[AGENT][NEUTRAL] Yes ma'am, as long as you'd like mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So they're both uh just me.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me ask you, does uh hard cast.
[CUSTOMER][NEUTRAL] Count as like a one day surgery or anything that.
[AGENT][POSITIVE] I, I would have to get somebody in our benefits department that can look that up for you. Um, I'll be happy to get someone for you if you'd like.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Yeah, I think I'd rather find out everything today.
[AGENT][NEUTRAL] OK, alright, uh, is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] No, I, I think that was all I needed cause I, I've been in it for like 30 something years. It's a long time.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm. Since [PII]. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alright, alright, and thank you for calling APL. You have a wonderful day, Miss [PII] and hold and I'll connect you with the benefits.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Um, thank you.
[CUSTOMER][NEUTRAL] no.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Bring
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is Tha. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is London customer services. How, how are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good. I have a lady on the phone that's asking about a heart cath that's covered under her policy as a one day surgery or something.
[CUSTOMER][NEUTRAL] OK, what's the, what's the policy number?
[AGENT][NEUTRAL] I'm sure
[AGENT][NEUTRAL] 100555.
[AGENT][NEUTRAL] And then she's got an intensive care which is 58,890.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Let me see if I can get a policy pulled up because it's a cancer policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, there it is oh.
[CUSTOMER][NEUTRAL] OK, you can send her on.
[AGENT][NEUTRAL] Alright thank you and here she is.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Ms. [PII].