AccountId: 011433970860
ContactId: 898f1de0-9ab2-4372-ba67-710dae4eb678
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196179 ms
Total Talk Time (AGENT): 53241 ms
Total Talk Time (CUSTOMER): 111429 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/898f1de0-9ab2-4372-ba67-710dae4eb678_20250421T21:31_UTC.wav
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[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, you said [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Or [PII]. [PII], good afternoon.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Nice to nice to talk with you. Um, I just had some questions on a uh on a potential account that I have if I could maybe share the policy number with you.
[AGENT][POSITIVE] Yeah, that'd be great. What is that?
[CUSTOMER][NEUTRAL] 1160327
[AGENT][NEUTRAL] And what was the name of, on the policy?
[CUSTOMER][NEUTRAL] I was under [PII], my, my late wife.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] So I just wanted to get some informa yeah sorry go ahead go ahead.
[AGENT][NEUTRAL] Did you have her date of birth?
[CUSTOMER][NEUTRAL] Uh yes, it is uh [PII].
[AGENT][NEUTRAL] OK. And then do you, do you have the address that was on the um policy?
[CUSTOMER][NEUTRAL] Oh boy, um.
[CUSTOMER][NEUTRAL] At this time, let me think, um, it probably would have been, uh, [PII].
[AGENT][POSITIVE] OK, yes, that's correct. OK, and then how can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, so I just wanted to get some information on it to be 100% honest with you. Um, my wife passed away some years ago and I'm in the process of moving homes here and I came across this card and I just wanted to, you know, get some information on it like I don't know if it was still ongoing if it was something, you know, that she paid, you know, uh, I just wanted to get some information if I could.
[AGENT][NEUTRAL] Um, so this was like a secondary, uh, supplemental policy. So it's basically like paid a certain dollar amount after the primary insurance process claims, possibly picked up deductible copays insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, got you. OK, so medical only but not related to like life insurance or anything.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, OK, perfect, um, and does it, does it share like, um, is it a is it an account where there would be like money like existing on it or it doesn't it, it's not, it doesn't work like that?
[AGENT][NEUTRAL] No, no, it was just at the time the policy was effective, um, it would have just, you have to submit claims and then it pays out based on the plan so it it doesn't like gain a value thing, yeah.
[CUSTOMER][NEUTRAL] I got you, OK.
[CUSTOMER][POSITIVE] OK perfect perfect so there's, yeah, this is just something I can get rid of and cut up the card and move on, right?
[AGENT][NEUTRAL] Yes, correct. It it terminated in [PII].
[CUSTOMER][POSITIVE] OK all right perfect I appreciate it, [PII]. I hope you have a good rest of your evening.
[AGENT][POSITIVE] OK, thank you. You as well.
[CUSTOMER][POSITIVE] Bye bye thanks.