AccountId: 011433970860
ContactId: 9a9800b7-b1e1-426a-a0f9-8d112019c401
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 595789 ms
Total Talk Time (AGENT): 118399 ms
Total Talk Time (CUSTOMER): 106855 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/9a9800b7-b1e1-426a-a0f9-8d112019c401_20250417T15:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, this is [PII]. I'm calling to see what my policy coverages are.
[CUSTOMER][NEUTRAL] Um, I don't have my passport, so I'll give you my social security number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. Um, well, I'll be more than happy to help you with your coverage. And Ms. [PII], um, what's a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And then um you said you have your social instead?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, and I have your policy here. I'm just waiting. So are you wanting to, hold on.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, and the reason I'm calling my husband uh had a stroke, and I was trying to see if there's anything that
[CUSTOMER][NEUTRAL] That covered or?
[CUSTOMER][NEUTRAL] I used to take a.
[AGENT][NEUTRAL] OK. I'm just trying to locate the policy. I think I just found it. Um, may I have your date of birth?
[CUSTOMER][NEUTRAL] Then.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you for that. OK, so this is correct. May I have your mailing address on file as well?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, so this is what I'm gonna do. You have the cancer policy and you have the um intensive care policy active. So I'm gonna look at these two policies and see if there's any coverage, you said for stroke, right?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Do you mind if I place you on just a brief hold while I look through them?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] Ready to go?
[CUSTOMER][NEUTRAL] We get to know you better with longer appointment times. You are on hold.
[AGENT][NEUTRAL] OK, let's see, oh Lord. Oh, no, no, we got one now.
[AGENT][NEUTRAL] That's the last one.
[AGENT][NEUTRAL] [PII], yeah, that's it.
[AGENT][NEUTRAL] But the other one was just the day before.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let's see, that looks like it might be the beginning of the breakdown. Yup.
[AGENT][NEUTRAL] Is there anything added to it?
[AGENT][NEUTRAL] You.
[AGENT][NEUTRAL] Sometimes they have the heart attack and stroke on the cancer poly.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So, looking at the cancer policy, it didn't have the coverage for the stroke. I tried the intensive care, um, policy, but the heart attack or the heart disease and stroke benefit was not selected. It's just those two cancer and specified disease or intensive care.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Great great
[CUSTOMER][POSITIVE] Great
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I wish I had better news for you.
[CUSTOMER][NEUTRAL] Please, about to be.
[CUSTOMER][NEUTRAL] Yeah, me too.
[AGENT][NEUTRAL] Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APM Ms. [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] You too. Mhm. I see better than street fights.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEGATIVE] Well, speaking of street fight, look, I ain't got no time for that. Where do we keep my father around?