AccountId: 011433970860
ContactId: 9d93b3bc-9b39-40fa-80a3-525b73d7d40c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 992700 ms
Total Talk Time (AGENT): 231955 ms
Total Talk Time (CUSTOMER): 351483 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/9d93b3bc-9b39-40fa-80a3-525b73d7d40c_20250320T15:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] What was your name?
[AGENT][NEUTRAL] My name is [PII]. Go ahead, yes.
[CUSTOMER][NEUTRAL] What was your name?
[CUSTOMER][NEUTRAL] OK. Yes, I.
[CUSTOMER][NEUTRAL] OK. I'm trying to get a copy of something on my cancer policy. Um, I've got my policy number, um, and I'm trying to get a copy of the
[CUSTOMER][NEUTRAL] Uh, policy schedule that tells what it'll pay on the treatments I'm taking. Can you help me with that? Is that something you could help me with? Cause I've got a copy of the policy, but that they're in the policy schedule in there.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, sure. Mhm.
[CUSTOMER][NEUTRAL] My uh policy number.
[CUSTOMER][NEUTRAL] What, what I, what do you need first?
[AGENT][NEUTRAL] OK, let me have your name and a callback number just in case we get disconnected first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII] and [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It is 640053.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I've got a sheet that said benefit schedule and it tells, refers me to this policy schedule for radiation and chemo, but I can't find anything like that, that can't find the policy schedule.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let's see. And Ms. [PII], for security, may I have your date of birth and the mailing address on file?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm OK. Let me look at the information that you're looking at. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And you said that uh you received that certificate information or you found it like an old file that you have?
[CUSTOMER][NEUTRAL] Uh, I mean, I've, I'm, I'm filing some claims and all, and it stopped paying on my chemo. So I'm looking at my policy itself and it's um there's a sheet that said benefit schedule. It says radiation.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] In chemotherapy and it's supposed to tell what page that it's supposed to tell me where I can find the, what it's gonna pay for for that treatment. And it refers me to page 8 and it says radiation and chemotherapy.
[CUSTOMER][NEUTRAL] Uh, we will pay the actual charges not to exceed the benefits shown in the policy schedule for 12 months for the period of a year, but I don't have anything that says policy schedule. I don't have a sheet that says that. That's what I'm looking for.
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] OK, it's gonna be the 1st pages, like the 4th page.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The what now?
[AGENT][NEUTRAL] It's gonna be the, it's gonna say page 3 in the bottom, and it's gonna have like the premium amount.
[AGENT][NEUTRAL] Your information.
[CUSTOMER][NEUTRAL] OK, on page 3 of mine, OK. Page 3 of mine, it says, uh,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, all it's telling me is how much my policy costs, how much my
[CUSTOMER][NEUTRAL] OK, this is policy schedule. OK. But all it does is tell me how much my
[CUSTOMER][NEUTRAL] OK, daily hospital expense, it is $140 but they don't tell me anything about the chemotherapy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] uh, right under the date.
[CUSTOMER][NEUTRAL] That's all I've got on there.
[AGENT][NEUTRAL] OK, right under the the daily hospital expenses, you're gonna see radiation, chemotherapy and benefits 7500 per 12 month period. Do you see that?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] But it's not on mine.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] No, all I have is it says benefit description, daily hospital expense, $140 and it tells me my premium cost is $12.65. And the next thing it says optional benefits, and that's all that's on there.
[AGENT][NEUTRAL] Oh, you probably
[CUSTOMER][NEUTRAL] It doesn't have anything about that.
[AGENT][NEUTRAL] You probably have an old, old schedule. OK, I can, I'll go ahead. Got you. OK, I can go ahead and send a copy. Yes, uh-huh. Do you need this to be sent out by mail or by email?
[CUSTOMER][NEUTRAL] I do. This is an old policy.
[CUSTOMER][NEUTRAL] Can you send me something?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You can and you can, which is the easiest, you can send it, put it on email if you want to. You just email it to me and I can print it out.
[AGENT][NEUTRAL] Yeah, I can go ahead and send it by email. OK, yeah, let me go ahead and do that.
[CUSTOMER][NEUTRAL] And so that'll show me what I'm looking for.
[AGENT][POSITIVE] Uh-huh. Yes, definitely.
[CUSTOMER][NEUTRAL] OK. All right. I'm just trying to get, understand why that I didn't get paid any more than I did, so.
[AGENT][NEUTRAL] Got you. OK. And what is the email address or you want me to send it to the email address on file?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, [PII], that one that we talked about.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you mind holding for me while I send this out to you right now?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][NEUTRAL] OK, thank you. One moment.
[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][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello? Yeah, OK.
[CUSTOMER][NEGATIVE] I don't see where I ever got anything.
[AGENT][NEUTRAL] You haven't received anything yet, Miss [PII]?
[CUSTOMER][NEUTRAL] I've got my email opened up. Let me look on my phone. Hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean, I just sent it not long ago. I had to create it and um attach the file, so it took a little bit to do that.
[CUSTOMER][NEUTRAL] The, OK, that I think that's it right there. I see. Your policy is attached. Uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, please.
[CUSTOMER][NEUTRAL] Give me just a minute.
[CUSTOMER][NEUTRAL] Try to see how to click on it.
[CUSTOMER][NEUTRAL] Please attached in.
[CUSTOMER][POSITIVE] Oh there it is right then.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] My computer is kinda slow.
[AGENT][NEUTRAL] Mm, it's OK. I mean, it's a large file. It's about 20 something pages.
[AGENT][NEUTRAL] Um, 23 pages, so yes, it it's gonna take a little bit to pull the whole thing up.
[CUSTOMER][POSITIVE] Oh wow. OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I do downloading. Oh there it is, downloading now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I mean, it, I keep hitting download but it's not downloading anything.
[AGENT][NEUTRAL] OK, it may be opening um the file in another tab.
[CUSTOMER][NEGATIVE] Not putting anything up.
[CUSTOMER][NEUTRAL] Oh there it is right up here. I mean. There's a whole bunch of stuff up here. Oh, I've downloaded it 4 times. That, that's what's going on. All right. OK. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It's OK. Yeah. Yeah, usually disappears, yeah.
[CUSTOMER][NEUTRAL] I didn't see it up there where it was showing up.
[AGENT][NEUTRAL] Mm, yeah.
[CUSTOMER][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] Hold on now, I'll make sure I got one. OK, there. I'll just print that off then and so I'm looking for.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Which, where is it gonna show me? Let's see.
[CUSTOMER][NEUTRAL] Then, um,
[AGENT][NEUTRAL] It's gonna be on the 4th page in the file, go to the 4th page.
[CUSTOMER][NEUTRAL] 4th page, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me find that. 1234. OK, um.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Well see, I have page 4. What I don't have is where it says,
[CUSTOMER][NEUTRAL] Uh, actual charges not to exceed what's shown on the policy schedule. Where is that?
[AGENT][NEUTRAL] Page 4 is the policy schedule.
[CUSTOMER][NEUTRAL] Where it shows what
[AGENT][NEUTRAL] Yeah, this one it says radiation chemotherapy benefit of 7500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, wait a minute, let me see where I, where that is.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And it's on page 4.
[AGENT][NEUTRAL] So, yes, page 4.
[CUSTOMER][NEUTRAL] Trying to see where it says the radio.
[CUSTOMER][NEUTRAL] Then the first column and the 2nd column went, uh.
[CUSTOMER][NEUTRAL] Ambulance, transportation, anesthesia.
[AGENT][NEUTRAL] Oh no, you're going a little bit too far. Um, when you open the file, it's gonna be the first page it's gonna be empty. It's just gonna be like APLC1MS and then the second page you're gonna see is.
[CUSTOMER][NEUTRAL] That's about
[CUSTOMER][NEUTRAL] Yeah, I'm on page.
[CUSTOMER][NEUTRAL] Page 4 is where I'm at.
[AGENT][NEUTRAL] OK, what did
[CUSTOMER][NEUTRAL] Is that not where I'm supposed to be?
[AGENT][NEUTRAL] OK, what do you see on that page for?
[CUSTOMER][NEUTRAL] OK, here it is. Our page 4 is radiation and chemotherapy in and out of hospital. Actual charges not to exceed amount shown in the policy schedule. That I have that, but where does it, that's what I don't know what it is.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Mm. No.
[AGENT][NEGATIVE] You're going too far.
[CUSTOMER][NEUTRAL] What page
[AGENT][NEUTRAL] Go back to OK, on the, on the yeah on the file uh page 4 and the bottom is gonna say page 3, but in the file itself is page 4.
[CUSTOMER][NEUTRAL] OK, I went too far.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, I see. Radiation and chemotherapy, $7500 per 12-month period. OK. So after, so it's not, if it's already paid that much, it's not gonna pay anything more on radiation and chemotherapy until I get to November again next year then cause that's when it started. Mm OK. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] Correct, yes, mhm, yes, that is correct.
[CUSTOMER][POSITIVE] All right. Thank you for your help. I, that's not what I was hoping to see, but I guess that's what it is. So, all right. Thank you, ma'am. So, uh, OK, OK.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Mm, OK. You're welcome. No problem. Is there anything else I can help you with today? Any other questions or concerns, Ms. [PII]?
[CUSTOMER][POSITIVE] I believe that was all I was needing then. So, uh thank you for your help. All right, bye.
[AGENT][POSITIVE] All right. You're welcome. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.