AccountId: 011433970860
ContactId: 6c362006-1fda-480e-a0fc-01a6d9539a26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185429 ms
Total Talk Time (AGENT): 57981 ms
Total Talk Time (CUSTOMER): 83002 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/6c362006-1fda-480e-a0fc-01a6d9539a26_20250312T19:16_UTC.wav
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[AGENT][NEUTRAL] Um, thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII]. I'm calling for my husband, husband [PII]. He told me to get it, get, uh, he had, um, cancer, and, uh, I was calling to, well anyway, can you look up this policy number and see what kind of policy it is?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's 506-044.
[AGENT][NEUTRAL] And what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, can you verify the last four of his social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. um, and is he around to give me authorization to speak with you?
[CUSTOMER][NEUTRAL] No, he's not right now.
[AGENT][NEUTRAL] Um, I wouldn't be able to give you any information on the policy without his approval first.
[CUSTOMER][NEUTRAL] OK, well y'all still pay, right? Because some of the policies that he had uh sent him.
[CUSTOMER][NEGATIVE] Send him anyway, they went out of business or whatever they said.
[CUSTOMER][NEUTRAL] But yeah, I wasn't one of those policies.
[AGENT][NEUTRAL] Um, the only thing that I can really tell you is this policy has been lapsed since [PII].
[CUSTOMER][NEUTRAL] Laps, what is that?
[AGENT][NEUTRAL] It's no longer in it's no longer active.
[CUSTOMER][NEUTRAL] OK, that's what he's giving me a call about because some of them um.
[CUSTOMER][NEUTRAL] So this was the this was the doctors when he paid, when he went to the doctor.
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEGATIVE] So this policy is no good they said on.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] They sent him, they sent him a check for.
[CUSTOMER][NEUTRAL] Of what he had in it or something.
[CUSTOMER][NEGATIVE] So I was cleaning out my filing cabinets and he told me to just get the ones ready for his cancer policy cause he has cancer.
[AGENT][NEUTRAL] Oh, OK. Yeah, we don't have a cancer policy for him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The guy gets paid for when he, when he went to the doctor, right? He paid.
[AGENT][NEUTRAL] Um, yeah, um, it's a hospital indemnity policy and I don't really know what it, what it covers or doesn't cover, but I'm pretty sure it will cover things as like, uh, things like co-pays and, and that sort of thing.
[CUSTOMER][NEGATIVE] Mhm. So he's not paying y'all anymore.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So we gotta pay pay OK because I think it was being um made and drafted.
[CUSTOMER][NEUTRAL] And they all have they deal that taken out. I can, I can dispose of this file.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, yes, ma'am, because the policy is no longer active.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. No problem.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.