AccountId: 011433970860
ContactId: 8e539cf5-6d94-4276-8d93-3fb4a83f0ba2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336510 ms
Total Talk Time (AGENT): 106574 ms
Total Talk Time (CUSTOMER): 90520 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/8e539cf5-6d94-4276-8d93-3fb4a83f0ba2_20250331T14:59_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hi, [PII]. Yes, this is, my name is [PII], and I was on a policy with my husband for many years for cancer and extended care.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh he he's now deceased, so I had to get a policy of my own so I got a letter saying that uh I sent in a premium. I wanted to make sure they received it and that they do actually have.
[CUSTOMER][NEUTRAL] Um, coverage at this point and what the coverage was for. I wanna make sure it includes the extended care and cancer.
[AGENT][NEUTRAL] OK. um, [PII], can I get your, do you have a policy number for the plan?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 9897567
[AGENT][POSITIVE] OK, could you repeat that again? I'm so sorry.
[CUSTOMER][NEUTRAL] That's OK. 9897567.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I'm not pulling anything up under that policy number, but that may, you may have something different. So let's look it up by your last name. Was that [PII]
[CUSTOMER][NEUTRAL] No, it's, no, no [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let's see what we have here. And you said you, um, you had transferred and imported a cancer policy, is that right?
[CUSTOMER][NEUTRAL] Yes, my, yeah, I was on one with my husband. He's now deceased.
[CUSTOMER][POSITIVE] So I'm starting one on my own.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Just need to verify a few more pieces of information and then we can talk about what's covered. Um, what's your address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your, um, phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let's see, so we've got, yes, I show your policy is active.
[AGENT][NEUTRAL] And let's see what's covered under here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like you have 2 policies. Does that sound right to you?
[CUSTOMER][NEGATIVE] Well, I don't know. I'm supposed to have cancer and extended care.
[AGENT][NEUTRAL] OK, OK, so we've got one that's, it's basically like it's a um.
[AGENT][NEUTRAL] I think this might be the one that you're referring to is extended care it's.
[AGENT][NEUTRAL] It's for um let's see.
[AGENT][NEUTRAL] So it is.
[AGENT][NEGATIVE] Mm sorry, pulling this up systems running just a bit slow.
[AGENT][NEUTRAL] It's a hospital intensive care slash coronary care unit policy, so that's one of your policies.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the other policy is.
[AGENT][NEUTRAL] Looks like
[AGENT][NEUTRAL] OK, this one
[AGENT][NEUTRAL] Pulling this one up, just give me one moment.
[AGENT][NEUTRAL] OK, yes, and then the other one is the cancer policy.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] So they're both paid and they're both active and when did they when is payment due again?
[AGENT][NEUTRAL] Uh, it looks like we're paid to 51 2025.
[AGENT][NEUTRAL] So it would be due again 51.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK, that's what I needed to know then.
[AGENT][NEUTRAL] OK, anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's it you helped me. I appreciate it thanks.
[AGENT][POSITIVE] OK, thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Bye now.
[AGENT][NEUTRAL] Bye.