AccountId: 011433970860
ContactId: 7efa35c9-2222-4103-9c1d-6df891e0b8b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183720 ms
Total Talk Time (AGENT): 100969 ms
Total Talk Time (CUSTOMER): 65829 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/7efa35c9-2222-4103-9c1d-6df891e0b8b0_20250228T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I have two questions for you. Um, I just want to confirm that my payment has been processed for my, um, cancer plan, and I have the policy number?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure, um, what was your name first? I'm so sorry.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] That's OK, [PII].
[AGENT][NEUTRAL] OK, and then [PII], really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I appreciate that. I can go ahead and take that policy number now.
[CUSTOMER][NEUTRAL] OK, it's 2593408.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right. I'm just gonna verify some information, [PII]. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. Uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Right, [PII].
[AGENT][NEUTRAL] Alright, thank you so much for verifying that information, [PII]. OK, so we were needing to check to see if the payment was received and what was your other question?
[CUSTOMER][NEUTRAL] The other question is I received some benefits on my hospital plan that's now canceled, but will I need to, is that taxable the benefit paid?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Is it um
[CUSTOMER][NEUTRAL] Do I need to report that I guess is what I'm asking.
[AGENT][NEUTRAL] Oh, taxable, sorry, I thought you said trackable.
[AGENT][NEUTRAL] Um, let me see. Uh, that was for a different policy, you said?
[CUSTOMER][NEUTRAL] Yeah, the hospital plan.
[AGENT][NEUTRAL] Typically, no, um, if you would, if you excuse me, um, gosh, I can't talk today, uh, you, we would have sent out claim forms, or I'm sorry, not claim forms, tax forms at the end of January if that was necessary.
[CUSTOMER][NEUTRAL] I didn't
[CUSTOMER][NEGATIVE] Yeah and I didn't get one OK.
[AGENT][NEUTRAL] Right, so, and usually I think that's gonna be more for uh like lump sum benefits, so like a high amount um at one single time so I yeah I think you should be perfectly fine with that. So we need to make sure that a payment was received for your cancer policy and um when was that uh payment submitted?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, last month I believe, by credit card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know I talked to you guys, but I just got the bill in the mail so I just wanna make sure it's paid.
[AGENT][NEUTRAL] OK, and you said you believe that you did pay that.
[CUSTOMER][NEUTRAL] Mhm, I'm not sure though.
[AGENT][NEUTRAL] Last month, let's see, oh yes, OK, um, so we've got that, yeah, your policy is paid till uh [PII], so yes, you are good to go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's what I thought. OK, thank you so much.
[AGENT][POSITIVE] Yes ma'am. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.