AccountId: 011433970860
ContactId: 791cf892-0911-4e90-b027-00a7f6d53ea0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 741960 ms
Total Talk Time (AGENT): 154067 ms
Total Talk Time (CUSTOMER): 400769 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/791cf892-0911-4e90-b027-00a7f6d53ea0_20250407T13:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Uh, good morning [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] Well, thank you. Uh, this is [PII].
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, my certificate number, my current certificate number is 025.
[CUSTOMER][NEUTRAL] 79522
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The reason for my call, um, [PII], my employer terminated the plans with the all effective [PII], so I ported my cancer policy, which should have also had um heart attack and stroke on it.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I was looking through my paperwork this weekend catching up on some things and my ported policy.
[CUSTOMER][NEUTRAL] Does not mention anything about heart attack and stroke, but it was on my prior policy and that certificate number was 02292972.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm paying the same premium for my current policy as I did for the one that I ported which included the heart attack and stroke, so I need to get that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Put on there and no change in.
[CUSTOMER][NEUTRAL] Monthly premium and I paid for a year. I wrote a check for the full $474.
[CUSTOMER][NEGATIVE] When I returned the paperwork.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's a good phone number for you, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, give me one moment to pull up your information OK?
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. [PII], can you verify your date of birth, your mailing address, and um a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh yes ma'am. I've provided the phone number but I'll be happy to do it again. Uh, my date of birth is [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] And a phone number for a return call if necessary is [PII].
[AGENT][NEUTRAL] Thank you. I meant your email address and not phone number again. Sorry about that. What's your email?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh, I think it's my work [PII].
[AGENT][NEUTRAL] OK, that's what we show thank you for verifying and give me one moment, let's see, so you're basically saying the cancer policy was supported or you're continuing the cancer but you do not show the other one.
[CUSTOMER][NEUTRAL] My certificate schedule, uh, and everything does not show the heart attack, uh, or stroke.
[AGENT][NEUTRAL] Heart
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Got it, got it.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And my prior policy, of course, included that and
[CUSTOMER][NEUTRAL] I need it included on my new one.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me just a moment, OK? I'm gonna reach out to this area for further assistance, one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, thank you, [PII]. Uh-huh.
[AGENT][POSITIVE] Uh, you're welcome.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is Memory in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm good, [PII]. How are you?
[AGENT][NEUTRAL] I am good. So I have a policyholder, [PII] on the phone. Um, her policy number is 2579522.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she's been fully verified, so the group, the entire group termed, but she chose to support her cancer policy, and she said that there was a writer, I believe, um, a heart attack stroke rider. Does that come with the cancer policy?
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I'm thinking it does.
[AGENT][NEUTRAL] Based on PI BFT.
[CUSTOMER][NEUTRAL] Yes, she has that heart attack and stroke rider that is included in her um policy. Yeah.
[AGENT][NEUTRAL] Answer.
[AGENT][NEUTRAL] A writer, OK, or base it's not a writer, it's in the policy. OK, correct.
[CUSTOMER][NEUTRAL] Yeah, so that's actually in the policy, yes. Mhm.
[AGENT][NEUTRAL] OK, not a writer. OK, very good.
[CUSTOMER][NEUTRAL] Typically it is a rider, but yes, for this one it is included in the policy, yeah.
[AGENT][NEUTRAL] That's what I thought.
[AGENT][NEUTRAL] OK, just to confuse me a little bit more.
[AGENT][NEUTRAL] OK. I'll, I'll let her, I'll.
[CUSTOMER][NEUTRAL] Yeah, and that's, that's the first occurrence benefit, so it only pays out like that one time. So that's probably why it's based and not a rider. Um, the, I think the uh the other ones which are riders, they're not first occurrence benefits, they're just um hard attack and stroke coverage, yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is the writer on the policy?
[CUSTOMER][NEUTRAL] Um, let's see, she has two riders. She has a cancer screening writer.
[CUSTOMER][NEUTRAL] And an intensive care unit rider, hospital intensive care.
[AGENT][NEUTRAL] OK, I see that in
[AGENT][NEUTRAL] I see that in the policy, sir. OK, very good thank you for clarifying for me. I'll let her know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No problem. Is there anything else?
[AGENT][POSITIVE] That'll be it. Thank you.
[CUSTOMER][POSITIVE] Alright have a good day.
[AGENT][NEUTRAL] Alright. You too, bye-bye.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes ma'[PII].
[AGENT][NEUTRAL] All right. So the heart attack, stroke, that's included under the cancer policy. So it's in the policy.
[AGENT][NEUTRAL] So it, it, it is ported in with the cancer policy.
[CUSTOMER][NEUTRAL] OK, what I, the paperwork I was sent, and this is dated, uh, is it dated at all? Let's see here. Welcome to ATL.
[CUSTOMER][NEUTRAL] There's not a date on here on the cancer plan description page.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, my prior plans and cancer plan 4.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it listed the limited benefit, the cancer screening benefit rider, uh, internal cancer first occurrence, heart attack, stroke, and hospital intensive care. So it lists all the things.
[CUSTOMER][NEUTRAL] That it's covering
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] My certificate now says it's cancer 6. It says limited benefit, specified disease cancer.
[CUSTOMER][NEUTRAL] Cancer screening benefit rider, hospital intensive care writer, and portability amendment writer. It does not have a line stating heart attack or stroke.
[CUSTOMER][NEUTRAL] And in the paperwork of definitions.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It does not mention heart attack or stroke.
[AGENT][NEUTRAL] Are you looking at a policy certificate?
[CUSTOMER][NEUTRAL] So that's my, let's see here.
[AGENT][NEUTRAL] Cause I'm looking at your policy, sir.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm looking on the page that says certificate schedule. The top says section 2 certificate schedule.
[CUSTOMER][NEUTRAL] And then underneath that says cancer plan description and it says cancer 6.
[CUSTOMER][POSITIVE] And let me keep going. I may have misread and if I did, I apologize.
[AGENT][POSITIVE] Oh, no worries.
[CUSTOMER][NEUTRAL] I have a lot to keep up with now uh.
[CUSTOMER][NEUTRAL] Let's see, let me get this.
[CUSTOMER][NEUTRAL] 1 1112.
[CUSTOMER][NEUTRAL] Grace period.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, certificate of insurance.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Optional benefit providers with the medical imaging and everything. Let's go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it is on here. It's just in a different place than my prior policy, uh, well, like I said, what was showing me off, it's not listed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] On page 3 of the table of content where it's got the certificate schedule and cancer plan description.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's not mentioned there at all. My prior policy, it did.
[CUSTOMER][NEUTRAL] And then under the schedule of benefit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The heart attack and stroke was on a separate page and now it's included, let's see, your first heart attack stroke.
[CUSTOMER][NEUTRAL] Here we go, it's lumped in with the.
[CUSTOMER][NEUTRAL] Other benefits whereas it was separate on the prior policy.
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] All right, well, sorry to bother you, but at least now I know where to read.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, you didn't bother me. That's what we're here for to help.
[CUSTOMER][POSITIVE] But we never have to use it.
[CUSTOMER][POSITIVE] Uh, I hope we don't have to use it, but it's here. So, all right, thank you so very much. I appreciate your time and you have a blessed day.
[AGENT][POSITIVE] Oh, you are so welcome. Any other questions I can help out with, Ms. [PII]?
[CUSTOMER][POSITIVE] That's it. Thank you again.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All righty. Have a good day, OK?
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.