AccountId: 011433970860
ContactId: 89bc9a7d-a37d-493f-89e5-780d425f49b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 755250 ms
Total Talk Time (AGENT): 215079 ms
Total Talk Time (CUSTOMER): 167865 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/89bc9a7d-a37d-493f-89e5-780d425f49b5_20250602T21:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEGATIVE] I misplaced my policy.
[CUSTOMER][NEUTRAL] And I need to know if my recent hospitalization is carried.
[CUSTOMER][NEUTRAL] is covered over the
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you need coverage information. Sure, Ms. [PII], I can assist you with that. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. Do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Policy number let me see, I have it here just.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Just get it, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A 07095591965
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. I think I got too many numbers. Um, you said it's A as in apple, 0709559.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1965.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Is any of that separated?
[CUSTOMER][NEUTRAL] Now what?
[AGENT][NEUTRAL] Is any of those numbers separated or they're all together?
[CUSTOMER][NEUTRAL] Yes, between the 2 5s.
[CUSTOMER][NEUTRAL] It's separated
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, here we go. All right.
[AGENT][NEUTRAL] OK. May I have your date of birth and mailing address and email address if you have one for verification.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And my email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Here it is. OK, I did find your policy and let's see, what type of procedure are you having done?
[CUSTOMER][NEUTRAL] I had
[AGENT][NEUTRAL] You already had it, OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I've already had it. I had the aortic valve replacement.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I also at that time had an
[CUSTOMER][NEUTRAL] 2 or 3 afib attacks.
[AGENT][NEUTRAL] Were any of these um due to positive cancer?
[CUSTOMER][NEUTRAL] I didn't understand you. I'm sorry.
[AGENT][NEUTRAL] Was any of this service um done because of cancer? Was it positive for cancer? No. OK. OK. Um, yeah, the reason for my question is because this is a cancer policy.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I thought it had a hard on it too.
[AGENT][NEUTRAL] OK. Let me check and see if there's an additional benefit um for heart attack or stroke or something like that, OK? Let's see, one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, I'm waiting on the paperwork. Do you mind holding for me while I go over the paperwork and see what benefits there is available?
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me, Miss [PII]. OK, so I went through the benefits of the policy and no, this one doesn't have a heart attack and stroke benefit. This one is just cancer.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, it did have a heart attack on it because in [PII]
[CUSTOMER][NEUTRAL] Uh, no, in [PII], I had
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] An afib, which is a heart thing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And it got paid. So, but that's, that's what I wanted to know before I go through all of this.
[AGENT][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Gotcha. Um, yeah, the, you had a different policy back then, um, besides your cancer?
[CUSTOMER][NEUTRAL] I had the same policy.
[AGENT][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] It was the same policy that I gave you the number for.
[AGENT][NEUTRAL] Yeah, the same one you gave me the number for, but the um, you changed policies back in, let me see, [PII], and you stayed with just a cancer policy.
[CUSTOMER][NEUTRAL] Well, I didn't know I changed policies.
[AGENT][NEUTRAL] Mhm. Yes, on [PII].
[CUSTOMER][NEUTRAL] Because I've, I've looked and I can't find any policy.
[AGENT][NEUTRAL] OK. Do you want me to send this new one out to you, the one you got for [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, yeah, let me go ahead and request that for you. Sure.
[AGENT][NEUTRAL] Let's see, so I'm gonna send this out and the policy number is a little bit different, OK?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Wait a minute, let me get something to write on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5
[AGENT][NEUTRAL] 91
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's 9 you say.
[AGENT][NEUTRAL] Yes, mhm. It's gonna start with a 591.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 96.
[CUSTOMER][NEUTRAL] 9
[AGENT][NEUTRAL] Yes, 96. Mhm.
[CUSTOMER][NEUTRAL] 6
[AGENT][NEUTRAL] And the last digit is a 5.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 5, OK, so it's 91965.
[AGENT][NEUTRAL] The first digit is gonna be a 5.
[CUSTOMER][NEUTRAL] Oh, OK, 59.
[AGENT][NEUTRAL] It's 59.
[AGENT][NEUTRAL] Yeah, mhm, I.
[CUSTOMER][NEUTRAL] 591-965
[AGENT][POSITIVE] Perfect. Yes. OK. And OK, so I went ahead and send the request over to get a certificate sent out to you to the mailing address, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I guess you've answered some of my questions, so.
[AGENT][NEUTRAL] Mm OK. Do you have any other questions or concerns about the policy, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, I don't think so.
[AGENT][NEUTRAL] OK, so you will be receiving the policy certificate within 5 to 7 business days, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, all right, thank you.
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][POSITIVE] Thank you, bye bye.