AccountId: 011433970860
ContactId: 9776af81-c2a9-4781-b99b-2223241a6e3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 440000 ms
Total Talk Time (AGENT): 203806 ms
Total Talk Time (CUSTOMER): 162744 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/9776af81-c2a9-4781-b99b-2223241a6e3d_20250319T17:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hey [PII], this is [PII]. I'm, I've got a policy here and I know this is gonna sound crazy, but can you tell me what it's for? I inherited these policies and I've been paying for them, and I don't really even know what I'm paying for.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] OK, well, absolutely, Mr. [PII], I can help you and it's not as crazy as it sounds because I get people calling all the time asking what kind of policies they have, so that's not a problem.
[AGENT][NEUTRAL] OK, Mr. Mr. [PII], what is, uh, can you give me one of the policy numbers?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00493859
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please uh verify your birthday for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, I believe the phone number that y'all have on file is [PII].
[CUSTOMER][NEUTRAL] And what was the other thing you need?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you very much for verifying your policy for me. OK, so let's see what you have.
[AGENT][NEUTRAL] OK, this policy number, the first one that you gave me, the 493-859.
[AGENT][NEUTRAL] This is a.
[AGENT][NEGATIVE] OK, come on, I'll pull up, it's a cancer policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look at your other ones.
[CUSTOMER][NEUTRAL] I believe there's 2. I believe there's this one, and then I also believe there was a policy for
[CUSTOMER][NEUTRAL] Uh, maybe uh intensive care or something like that.
[AGENT][NEUTRAL] Yes, sir. I'm showing that uh you actually have two cancer poly oh crud. I just lost it. Hold on, let me find it again.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm gonna pull them up again. I apologize.
[AGENT][POSITIVE] I got happy
[CUSTOMER][NEGATIVE] This actually is a policy that I believe my grandmother started on me when I was born and of course she's deceased and my mom is deceased, so I inherited these and I kept paying for them, but every once in a while I just look at them and go, I don't even know what I'm paying for, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Right, right. Yes, sir. So, uh, you have that cancer policy that I just told you. It is a, um, let's see if it has anything special on it that's different. It just says cancer policy.
[CUSTOMER][NEUTRAL] But it's only for like $12,000 right? I mean, it's not a big policy.
[AGENT][NEUTRAL] Well, um,
[AGENT][POSITIVE] This is what it covers if um in the event if you ever have to use it.
[AGENT][NEUTRAL] And this is just going to verify your benefits. It's not a guarantee of payment. You have a daily hospital benefit on this one, of $225.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] The first occurrence, so the first time that you are diagnosed with cancer, you get a one-time payment of $1250.
[AGENT][POSITIVE] And then it also helps with radiation and chemotherapy.
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] $10,000.
[CUSTOMER][NEUTRAL] I got you, OK.
[CUSTOMER][NEUTRAL] Well, what is the other policy then? Is that a life insurance policy or a cancer in
[AGENT][POSITIVE] And let's go
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's, let's go look at those too.
[AGENT][NEUTRAL] Um, it's an intensive care policy. I'm sorry. It's not a cancer, it's intensive care.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, that's what I thought. That's what I thought. So there's only two policies, right? A cancer policy and an ICU policy.
[AGENT][POSITIVE] Right, you're correct.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And the ICU policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Has a um daily hospital benefit of $300.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] For intensive care.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And so there's not I know there's a life insurance policy on me somewhere too, is that not with you guys?
[AGENT][NEUTRAL] Uh, what I can do.
[CUSTOMER][NEUTRAL] The only reason I say that.
[CUSTOMER][NEUTRAL] There was a policy initially when my mom passed that again all this stuff started coming in the mail and I had to try to figure out what it was. There was a $12,000 life insurance policy on me and I don't remember who that was with, but I was trying to my mom was the beneficiary on it. Well, she's deceased, so I was trying to figure out how to make my children the beneficiaries on it.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I, I know it exists. I just don't know where it is.
[AGENT][NEUTRAL] OK, let me see if it's with us. I'm gonna try um to pull up.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] With your social security number?
[AGENT][NEUTRAL] Um, can you, can you give that to me and let me just verify that we have it correct also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I only see the um
[AGENT][NEUTRAL] Cancer and the intensive care policies with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe there was another company then.
[CUSTOMER][NEUTRAL] Alright, I'll have to try to just figure that out.
[AGENT][NEUTRAL] OK. All right. I know it's a lot, isn't it?
[CUSTOMER][NEGATIVE] OK, but at least with this I know what I'm paying for. It is when you again when you just kind of handed stuff that you knew nothing about and you're trying to work your way through all of it and you know.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] Decide if you need to continue it or not and and and you don't really know what you're paying for.
[AGENT][NEUTRAL] Yes, sir. I understand.
[AGENT][NEUTRAL] Yes, well at least you have.
[AGENT][POSITIVE] Right. Well, maybe have a little better understanding of it now. I hope so anywhere. I hope I was able to help you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yes ma'am. I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Alright well you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] You're welcome, sir. Bye bye.
[CUSTOMER][NEUTRAL] All right