AccountId: 011433970860
ContactId: 732dcf1a-c021-4739-8a16-822a75796ac8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 433049 ms
Total Talk Time (AGENT): 168147 ms
Total Talk Time (CUSTOMER): 226990 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/732dcf1a-c021-4739-8a16-822a75796ac8_20250326T16:43_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, this is [PII]. Um, I'm trying to figure out what policies I do or don't have. I, I know from on the website that I've got 3, but I've also got several others that I don't know if they're old and obsolete or what, but I'm just going through stuff and trying to figure it out.
[AGENT][NEUTRAL] I can help you with that Ms. [PII]. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have one of those policy numbers available so I can look up your policies?
[CUSTOMER][NEUTRAL] Yeah, OK, now I know that I have 3 that when I, I guess I emailed the other day maybe I called, but I know that 3 are active, but then I've got 12345 other policy numbers too, but I'll give you one of the active ones, um, 708268.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your date of birth and current mailing address, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And while I've got you, can we just verify your Gmail address as well?
[CUSTOMER][NEUTRAL] Sure. Uh lowercase [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect thank you I appreciate that.
[AGENT][NEUTRAL] OK, so you know you've got a life policy, a cancer policy, and an intensive care policy that are active.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I just wanna know if I can shred this other stuff or what, yeah, I mean, I taught school and you know they come in and they sell and whatever and I'm just finally going through some junk and I'm thinking, well, I need to get rid of all this stuff that I don't need if that's what it is, but I just wanna make sure.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. So you had, let's see.
[AGENT][NEUTRAL] An intensive care policy 714077.
[AGENT][NEUTRAL] That was active from [PII], no longer active.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You had a hospital indemnity policy.
[AGENT][NEUTRAL] Policy number 672-830.
[AGENT][NEUTRAL] That was active from [PII], so that was no longer active.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You had to cancel your policy 84895.
[AGENT][NEUTRAL] Active from [PII], so no longer active.
[AGENT][NEUTRAL] You had a hospital indemnity policy, 67244 that was active from [PII], that was no longer active.
[CUSTOMER][NEUTRAL] So what was the number on that one?
[AGENT][NEUTRAL] 672-44.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you had a DCI policy, policy number 23457.
[AGENT][NEUTRAL] That was active from [PII], no longer active.
[CUSTOMER][NEUTRAL] OK, I don't even see that one, but anyway.
[CUSTOMER][NEUTRAL] OK, can I tell you these names of these other things that I did have and you can tell me, I mean they're probably not active, but I just wanna make sure.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, I had a policy 748948. It was a family intensive care policy, but I figured maybe one of these others took the place of it or something. It is active.
[AGENT][NEUTRAL] That one is active.
[AGENT][NEUTRAL] No, ma'am. That one is active, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] And then I had like a supplemental insurance which I think that might have been like you know if I was sick or whatever and it would take over and I think all that quit when I retired.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see what do I have? It was a GH 6539.
[AGENT][NEUTRAL] So I don't see that one.
[CUSTOMER][NEUTRAL] It was effective on [PII].
[CUSTOMER][NEUTRAL] And then I um I retired in [PII], so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, but I mean I think that's what that would be, so it's no longer active. OK, so the 3 that I do have is the.
[CUSTOMER][NEUTRAL] 708268 cancer 727,910 the term life and 748948 intensive care.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, um, what does the intensive care, um, policy include? Can you tell me that or?
[AGENT][NEUTRAL] Sure, so that policy is going to provide.
[CUSTOMER][NEUTRAL] What do, what do we have to have to use it?
[AGENT][NEUTRAL] Yeah, so that is going to provide benefits if you are in intensive care. So it is an intensive care policy only. Mhm.
[CUSTOMER][NEUTRAL] For anything,
[CUSTOMER][NEUTRAL] OK. Because like my husband had a stroke last year and he was in intensive care for a few days and so it's probably something I need to follow on.
[AGENT][POSITIVE] That's right.
[CUSTOMER][POSITIVE] You know, when, when they come in school and they tell them to you, oh yeah, that sounds good. Let me have it. I gotta get back to class and um and, and I'm finally going through stuff and whatever, so, OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am. So that one is active, so you do have it.
[CUSTOMER][NEUTRAL] OK, can I find those?
[AGENT][NEUTRAL] Mhm. You do have a daily intensive care benefit on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, can I find those forms to file online or what do I need to do to do that? Because I've had all this stuff and I've never filed on any of it, which is, you know, bad on my part, but you don't have time when you're teaching.
[AGENT][NEUTRAL] You can.
[AGENT][POSITIVE] Absolutely. I understand that.
[CUSTOMER][POSITIVE] And we were fairly well then.
[AGENT][NEUTRAL] And then you don't under.
[CUSTOMER][NEUTRAL] We've gotten older.
[AGENT][NEUTRAL] Yeah, and you don't even know what's needed, you know, what you have and I get it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And then they put riders on it and all that and I, you know, whatever. I taught school. I don't know anything about all this, but anyway.
[AGENT][NEUTRAL] Right, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you can definitely under the.
[CUSTOMER][NEUTRAL] OK, so I should be able to
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the claim form and then we'll need the itemized.
[CUSTOMER][NEUTRAL] I should be able to find, yeah.
[AGENT][POSITIVE] Yes, ma'am. I'm sorry.
[AGENT][NEUTRAL] And then we'll need the.
[CUSTOMER][NEUTRAL] OK, that's OK, it's, it's the phone.
[AGENT][NEUTRAL] Then we'll need the itemized bill from the hospital showing the intensive care charges.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Get out.
[CUSTOMER][POSITIVE] OK, I can probably get rid of a good pile of stuff now but thank you so much. It's exactly what I needed.
[AGENT][POSITIVE] Well, it's been such a pleasure to assist you. Is there anything else I can help you with, Ms. [PII]?
[CUSTOMER][POSITIVE] Oh, that's all. Thank you for your help.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.