AccountId: 011433970860
ContactId: 655ff72d-7fb6-4e0a-8d25-517e0dd0df9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 796830 ms
Total Talk Time (AGENT): 237303 ms
Total Talk Time (CUSTOMER): 208976 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/655ff72d-7fb6-4e0a-8d25-517e0dd0df9c_20250522T20:43_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], is that your name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and my name is [PII], and I need some help please with my policy.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with your policy. Do you have your policy number?
[CUSTOMER][NEUTRAL] It is my glasses are 000.
[CUSTOMER][NEUTRAL] 59.
[CUSTOMER][NEUTRAL] 209
[AGENT][NEUTRAL] OK. Do you have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] The cell number that uh came up when I called you, that's, that's what I'm talking on now, my cell phone. I really like my home line to be best. So what do you think? I need to give you my, uh, your cell number.
[AGENT][NEUTRAL] Is it the [PII]?
[CUSTOMER][NEUTRAL] Yes, that's my cell number.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK. And how can I help you today?
[CUSTOMER][NEUTRAL] And my home
[CUSTOMER][NEUTRAL] Today I'm trying to um get my uh policy back in good gracious and so would you help me with that? Can I pay whatever on the phone, please?
[AGENT][NEUTRAL] Uh, looks like it terminated [PII].
[CUSTOMER][NEUTRAL] Uh, I, I was in
[CUSTOMER][POSITIVE] Probably getting ready to start having cancer surgery and I, I really have
[CUSTOMER][NEUTRAL] It didn't say January.
[CUSTOMER][NEUTRAL] [PII]. Is that what you're looking at?
[AGENT][NEUTRAL] Uh, it looks like the last date it was active was [PII].
[CUSTOMER][NEUTRAL] OK, and so now what do I have to do?
[AGENT][NEUTRAL] Um, let me see. I'm not sure if we can reinstate it. Let me, let me see if I can get customer service on the line, um, to help with this. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I sure will.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], this is [PII] on the care team. Um, can you look at this policy with me and see if there's any, I don't think we can reinstate it, but I wanted to double check.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, hold on just one second.
[CUSTOMER][NEUTRAL] And the policy number.
[AGENT][NEUTRAL] Uh, policy number is 59209.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And intensive care.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Lapsed in December.
[CUSTOMER][NEUTRAL] Um, I have a do report.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] She's passed the 30 day, um, what, uh, grace period.
[AGENT][NEUTRAL] OK, and then, so yeah, I figured there wasn't anything we could do. I just wanna make sure now if she wanted to.
[CUSTOMER][NEUTRAL] She's way past it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She got to find a broker and all that to go get the policy again, right?
[CUSTOMER][NEUTRAL] Uh, we no longer sell to individuals, we only sell through employer groups, so she wouldn't be able to.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] There's nothing she can do. OK, perfect. OK. I just wanted to make sure before I tell her, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK, thank you so much. I appreciate you.
[CUSTOMER][POSITIVE] All right, thank you, [PII]. Have a good day.
[AGENT][NEUTRAL] OK, bye.
[AGENT][POSITIVE] OK, so sorry about that. Thank you for holding. Um, I did confirm with with customer service, so you're, you have a 30 day grace period when there's no payment made.
[CUSTOMER][NEUTRAL] Oh I'm
[AGENT][NEUTRAL] And so that 30 day grace period expired on [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Now where am what can I do?
[CUSTOMER][NEUTRAL] To be reinstated.
[AGENT][NEUTRAL] And there, there's not an option to reinstate, um, because the policy that you have, we don't, we don't have that policy anymore. So it's, it's not one that we sell anymore.
[AGENT][NEUTRAL] So it the only policies we sell similar, you have to be through an employer, so it has to be through a job.
[CUSTOMER][NEGATIVE] You know, I don't have a job. You can't do anything, uh.
[AGENT][NEUTRAL] Yeah, it's unfortunate that we, we only sell similar policies through like group plans, so it has to be through an actual place of employment.
[CUSTOMER][POSITIVE] OK. Oh my goodness, this is my intensive care.
[CUSTOMER][NEGATIVE] Uh, so in other words, this is not even any good anymore for me.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, that's correct. So it, it terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] But you can, if you had any services before that date, you can submit those any time. So there's not a time limit for that, but the services had to have been performed.
[CUSTOMER][NEUTRAL] She like
[AGENT][NEUTRAL] Before [PII].
[CUSTOMER][NEUTRAL] OK. I have uh my hospital records and.
[CUSTOMER][NEUTRAL] And all of that so I can submit those before the end of [PII].
[AGENT][NEUTRAL] Yes, before [PII]. Yeah, if you have anything that would apply to this policy, we, we would still reimburse before that date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's OK. Well, that's [PII]. All right. And do, can I give you my list of doctors? Now, I'll wait till I send in the paper.
[AGENT][NEUTRAL] Um, so if you were gonna be sending information, do you want me to send you some claim forms?
[AGENT][NEUTRAL] Do you have claims that you'd like to file?
[CUSTOMER][NEUTRAL] Yes, you said I could sit.
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I'll send you a claim form by mail, so look out for that. We'll mail it to your home address and then um you can gather the documentation from your hospital doctors that you saw, um, you know, as part of this policy, and then you could potentially be reimbursed, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. But my hospital, I'm gonna write them down so I know hospital and what else uh I uh.
[CUSTOMER][NEUTRAL] My doctors too.
[AGENT][NEUTRAL] Um, let me see what it reimburses on. Hold on just a second.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it looks like you have a daily hospital benefit if you were inpatient in the intensive care that pays 900 per day.
[CUSTOMER][NEUTRAL] If I was in which one?
[AGENT][NEUTRAL] Intensive care.
[CUSTOMER][NEUTRAL] I'm sure it was. I don't know how many days.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so you just wanna gather your hospital records to show that, that you were in the intensive care.
[CUSTOMER][NEUTRAL] OK. And, and is it only intensive care?
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Anything else in the hospital.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] Um, give me just a moment. Can I place you on another brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you for that. Um, you, the, the age of your policy, I'm having trouble locating the actual, all of the coverage on it. I don't want to keep you on hold while I'm trying to find it. So what number can I call you back at? Did you want me to call you back on that cell phone number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, I will find out what exactly is reimbursable and then I'll give you a call back that's the [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, OK, let me, let me gather that information for you, Ms. [PII], and then I'll give you a call back, OK?
[CUSTOMER][NEUTRAL] I was
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thanks for calling APL and I'll bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.