AccountId: 011433970860
ContactId: 9c90c5f8-4cd4-4af3-aa1f-2f302bbd3388
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239809 ms
Total Talk Time (AGENT): 93782 ms
Total Talk Time (CUSTOMER): 93919 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/9c90c5f8-4cd4-4af3-aa1f-2f302bbd3388_20250328T15:00_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yeah, this is [PII]. It may sound strange. I would like to know. I, I don't know what kind of insurance it is. I've had it for so long. I just pay that $174 every year and don't even know what it's for. I think it's a cancer insurance. Can you check that out for me please?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I sure can. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, the one I'm on [PII].
[AGENT][NEUTRAL] Do you have a policy number handy?
[CUSTOMER][NEUTRAL] And I have a
[CUSTOMER][NEUTRAL] Yeah, I do. It's 00455889.
[AGENT][NEGATIVE] It's not.
[CUSTOMER][NEUTRAL] I think it's a cancer policy and I just wondered what, how much it's for and blah, blah blah. I mean, I don't have cancer, thank [PII]. I, I hope I don't get it either.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify a few pieces of information? What's your birth date?
[CUSTOMER][NEUTRAL] But I just
[CUSTOMER][NEUTRAL] [PII]. I'm old.
[AGENT][POSITIVE] OK, thank
[AGENT][POSITIVE] You're wise, that's what it is.
[CUSTOMER][NEUTRAL] My kids don't think so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, Ms. [PII], what's your address?
[CUSTOMER][NEUTRAL] Well, I, I've moved. I used to live [PII]. No, well, no, you got my new address, uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let's see. What do we have for you here?
[AGENT][NEUTRAL] Let me pull up your policy and see what kind of coverage we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I said that's a long time.
[AGENT][NEUTRAL] Yeah, it looks like it.
[CUSTOMER][NEUTRAL] When do you, can you see when I started?
[AGENT][NEUTRAL] Uh, looks like you started [PII] or [PII], so 23 years.
[CUSTOMER][NEUTRAL] Yeah, that's a long time.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It is a cancer policy.
[AGENT][NEUTRAL] Um, let's see what we have.
[CUSTOMER][NEGATIVE] If I don't use it, do I get anything back? No, huh.
[AGENT][NEGATIVE] Unfortunately not, yeah.
[AGENT][NEUTRAL] So it's, it's a policy where if you did have cancer, um, and which we would need like documentation from your doctor that showed up, you have a $7500 benefit that would pay out if you were receiving chemotherapy and radiation treatment in a 12-month period.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then another benefit on this policy, you would be able to get collect $140 per day if you were in the hospital.
[CUSTOMER][NEUTRAL] With cancer.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I'm gonna write that down so I, I mean you never know. I mean, I pray I don't get it, but $140 a day. How did it and it uh it said the maximum $7000 for chemo and
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yeah, this
[AGENT][NEUTRAL] Radiation, yup. In a 12-month period. So you get that 7500.
[AGENT][NEUTRAL] Every 12 months, if, if that was, you know, the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right. Well, I thank you so much.
[AGENT][NEUTRAL] Anything else I can help with, Ms. [PII]?
[CUSTOMER][POSITIVE] You have a lovely
[CUSTOMER][NEUTRAL] No, that's it. That's it.
[AGENT][POSITIVE] OK, well, I hope you have a terrific weekend. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, you
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye.