AccountId: 011433970860
ContactId: 70b189b8-939d-4ca0-b347-856c7ffeee4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342320 ms
Total Talk Time (AGENT): 100225 ms
Total Talk Time (CUSTOMER): 143114 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/70b189b8-939d-4ca0-b347-856c7ffeee4a_20250220T18:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. And uh in August, my husband uh died. Um, he was in the I, I had an ICU rider at the time on him. And it's just taken me this long to, to get a thumb drive that had the last two weeks of him being in the ICU. So I need to some, I need to get this to you. Um,
[CUSTOMER][NEUTRAL] First of all, I need to know if it needs to go um well I've got to find it now because I think everything's at work and I'm at home. Does it need do I need to send this over to just uh American Public Life and if there is an address, can you give it to me?
[AGENT][NEUTRAL] Alright [PII], I can assist you with that information. May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have your policy number, please?
[CUSTOMER][NEUTRAL] 349-583-2
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Could you verify your date of birth, address, and email address, please?
[CUSTOMER][NEUTRAL] Yeah, date of birth is [PII]. Address [PII], and what else did you need? Oh, phone number [PII].
[AGENT][NEUTRAL] So, thank you so much for verifying that information. You're calling about an intensive care, um, provider that you do have on your cancer policy. Is that what you're calling for, correct?
[CUSTOMER][POSITIVE] Yes, it, it's for my husband, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment while I take a look and just to let you know the number that you gave me is not your policy number. That's an old claim number from, I think a claim that you filed.
[CUSTOMER][NEUTRAL] Yeah, I tried filing a lot of it uh well that's OK, try this one,
[AGENT][NEUTRAL] I got it. I have it now. I just want you to know just in case you call back and um give that number.
[CUSTOMER][NEUTRAL] Oh, is it the 00955 number?
[AGENT][POSITIVE] That's, that's correct.
[CUSTOMER][POSITIVE] OK, I'm sorry about that.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And you said it is here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, I can provide you with the address or the fax number. Um, if you want to mail those documents to us.
[AGENT][NEUTRAL] The address would be [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] That's located in [PII].
[AGENT][NEUTRAL] The zip code would be [PII].
[CUSTOMER][NEUTRAL] Oh, OK. Well, I'll end up mailing it because I've got to, uh, to also provide you with the um thumb drive that they gave me, that the hospital gave me. Um, as far as the claim form itself.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Man, I've filled out so many of these things. Um,
[CUSTOMER][NEUTRAL] Is is there a way one can be either emailed to me or where can I find the claim form?
[AGENT][NEUTRAL] The claim forms are it's online at [PII].
[CUSTOMER][NEUTRAL] I may even have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and on this rider I had the high plan of $600. Is that $600 per day that he was in there?
[AGENT][NEUTRAL] Alright, while I pull up your policy, just to let you know this is a verification of your coverage and not a guarantee for payment, um, that is a daily indemnity benefit of $600.
[CUSTOMER][NEUTRAL] Uh, is it per day or just a total of $600?
[AGENT][NEUTRAL] It's a daily, a daily. That means everyday. Uh, mhm.
[CUSTOMER][POSITIVE] Thank you, thank you.
[CUSTOMER][POSITIVE] OK all right well I will definitely get this over to you um and then hopefully I'll hear from you guys soon.
[AGENT][NEUTRAL] OK, [PII]. Is there anything else I can help you with today on your policy?
[CUSTOMER][POSITIVE] No, there isn't at all. Thank you so much for all your help.
[AGENT][POSITIVE] You're so welcome. Thank you for calling APL. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Goodbye.