AccountId: 011433970860
ContactId: 76363223-d219-4132-98b5-cf4b45dccdbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 643260 ms
Total Talk Time (AGENT): 246113 ms
Total Talk Time (CUSTOMER): 226651 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/76363223-d219-4132-98b5-cf4b45dccdbc_20250110T21:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Hey, I'm doing wonderful. I have an insured on the line who has questions about her husband aging out of her policy.
[AGENT][NEUTRAL] OK, got you. OK.
[AGENT][NEUTRAL] What is that number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 670,420.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, um, [PII].
[CUSTOMER][NEUTRAL] Yes, and she verified everything with me. Um, she's wondering about her husband, he's [PII] now, if he's going to age out of the policy, and I am
[CUSTOMER][NEUTRAL] I, I can't, I can't tell by reading the policy, sir, and I was told that you guys have like a spreadsheet that tells you everything.
[AGENT][NEUTRAL] OK, that, that's not true.
[CUSTOMER][NEUTRAL] I don't know if that's true, but
[CUSTOMER][NEUTRAL] A spreadsheet.
[AGENT][MIXED] I wish there was one, but I'm glad there's a policy out there at least.
[AGENT][NEUTRAL] OK. Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Someone's got it, uh.
[AGENT][NEUTRAL] I see, OK, yes, I can speak with her.
[CUSTOMER][NEUTRAL] OK, perfect. And I did notice if it's any help like if there's any, I did notice her ICU policy that they're after the age of [PII], their benefits reduced by 50%, so maybe that's what she's thinking of. I did see that there, but I just wanted to.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] I didn't wanna tell her something wrong. It's really, uh, I don't wanna say your husband looks active and he's really gonna age out. He just hasn't been put in, so I'm gonna send her to you, and I'll introduce you. You said it was [PII], right?
[AGENT][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] Hi Miss [PII], are you still there with us?
[CUSTOMER][POSITIVE] Yes ma'am. Hey there, so I actually, I was unable to find the answer, but I have Miss [PII] on the line and she's with our customer service department. She's gonna take over the call and she should be able to help you out, OK?
[CUSTOMER][POSITIVE] OK, thank you. Hey, it's my pleasure. Thank you so much.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Hello. Hi.
[AGENT][NEUTRAL] Hi, this is [PII]. Um.
[AGENT][NEUTRAL] Now, I understand you, you're asking if your husband is going to age out of your accident policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I was just looking for that. I have not found that quite yet, so I'm still researching that, um.
[AGENT][NEUTRAL] So it'll be just a second, hopefully.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Just reading through here. So far I'm not seeing anything. Um.
[AGENT][NEUTRAL] To where that would happen on this policy.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Now what I am seeing, um, say.
[AGENT][NEUTRAL] It says that the policy will terminate when you reach age [PII].
[CUSTOMER][NEUTRAL] When I'm up to [PII].
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and now he's [PII].
[AGENT][NEUTRAL] I mean, when, when you reach [PII], um, because it says when the insured, um, age reaches [PII], the coverage would terminate.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. But since my husband, let's say, have an accident, and he's [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] If something happened.
[AGENT][NEUTRAL] Yes, I
[AGENT][NEUTRAL] Um, you know, let me check on that. I don't want to tell you anything wrong. Um,
[AGENT][NEUTRAL] Let me do a little more research on that.
[AGENT][NEUTRAL] Oh I see.
[CUSTOMER][NEUTRAL] Can you ask another question too?
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] On another question, another question is, um, you know, back in [PII], had a stroke.
[AGENT][NEUTRAL] OK, yes, ma'am.
[CUSTOMER][NEUTRAL] And I was I see you.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Did y'all pay that back there back [PII]?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] On your, um, you have an intensive care policy?
[CUSTOMER][NEUTRAL] Yeah, that's what the set is in ICU.
[AGENT][NEUTRAL] OK. Oh, I see that. Yes, ma'am, let me see, um.
[AGENT][NEUTRAL] Now I do see a claim from [PII] September and then in uh December.
[AGENT][NEUTRAL] But I can't really see details of that claim. Now, I can let you speak to someone in our benefits department and they can let you know, you know.
[CUSTOMER][NEUTRAL] OK. See, I, at that time, I had a stroke and I, one of the girl at the office when I was working that time, she did everything but I couldn't remember, you know.
[AGENT][NEUTRAL] What it was.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] But yeah, I did ask her.
[AGENT][NEUTRAL] OK, let me, um, do you mind if I transfer you again?
[CUSTOMER][NEUTRAL] Those questions.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'm gonna transfer you over and I am going to look into this and do you mind if I call you back um about your husband? OK, because I think I'm gonna need to ask my supervisor about it. I'm really not seeing anything to like.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To say exactly, you know, that that would happen, you know, that he would.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] But I do wanna make sure.
[AGENT][NEUTRAL] Um, now this number you're calling from, is it a good number to call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, the same one.
[AGENT][NEUTRAL] OK. Um, then I'm gonna.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] No, ma'am, I'm sorry. The [PII].
[CUSTOMER][NEUTRAL] [PII] yes ma'am.
[AGENT][NEUTRAL] OK, I will give you a call back, but I will go ahead and transfer you to someone in our claims department and they can, you know, answer questions about that claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Was there anything else I can do for you?
[CUSTOMER][NEUTRAL] That's it. If you you're gonna call me back or you're gonna transfer me.
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am. I will call you back. I'm gonna transfer you, um, but then I will call you back with about your accident policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, that's great.
[AGENT][NEUTRAL] OK, yes ma'am. And when I transfer you, you know, that's to ask about the [PII] claim.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. Yes, ma'am. Right. Well, you have a good day, Ms. [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] with whom am I speaking. How may I help you?
[AGENT][POSITIVE] Hey, this is [PII] in customer service. Hey, [PII]. Yes.
[CUSTOMER][POSITIVE] Hey, [PII]. [PII].
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Flying by already.
[CUSTOMER][NEUTRAL] I know, yes.
[AGENT][NEUTRAL] I see, but I have an insured on the line and she has an old claim from [PII], um, and I went to [PII] just to see because at first she just asked if she had filed the claim from [PII] and there's something out there, but then she had more questions so um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, what's her policy number?
[AGENT][NEUTRAL] 708672.
[CUSTOMER][NEUTRAL] OK, and what's her name?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK, did you verify her?
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Actually, she got transferred to me from the care team and they verified her, but yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thank you go ahead and send her over.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Is this Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am. OK, and I understand you have some questions about your, uh, say you filed last filed a claim in [PII], but I wanna make sure your name, date of birth, email, and physical address was, uh, verified, is that correct?
[CUSTOMER][NEUTRAL] Yes. OK, and what was your question about your old claim that you filed? Back in, back in [PII] had a stroke and I was in ICU and my job, I mean my one of my boss was working that time.
[CUSTOMER][NEUTRAL] Did all the