AccountId: 011433970860
ContactId: a1221e0b-a6d1-4c81-88a9-dfd65741aa06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209589 ms
Total Talk Time (AGENT): 76212 ms
Total Talk Time (CUSTOMER): 125497 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/a1221e0b-a6d1-4c81-88a9-dfd65741aa06_20250214T14:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes. My name is [PII]. Um, I just opened, uh, last night, sent all my information for a claim on my policy, cancer policy. And uh I was wondering about the travel. Um, I think I've read that it's like 50 miles.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Travel
[AGENT][NEUTRAL] Uh, what's your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, it's 942,150.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment, please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][POSITIVE] I apologize. I said like you're a provider. I apologize.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Oh, verify your mail address and email address for me, please.
[CUSTOMER][NEUTRAL] OK. It's uh [PII]. My um email is [PII].
[AGENT][NEUTRAL] OK, thank you. And give me one moment to pull up your plan because usually with um
[AGENT][NEUTRAL] Travel, uh, if you are traveling more than 50 miles one way and you're receiving surgery or receiving chemo, radiation, immunotherapy, um,
[AGENT][NEUTRAL] Then they automatically pay.
[CUSTOMER][NEUTRAL] OK, so it's, it has to be, I, I'm, I'm like 35 miles from where I have to go. So it's one way, huh? 50 miles one way.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Not round trip, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. All right. That's what I needed to know.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, I, I think that's all. I, um, my daughter helped me last night because I think we got everything and see what's gonna happen.
[AGENT][NEUTRAL] OK, uh, and I do show a claim came in yesterday and it's in line for processing.
[CUSTOMER][NEGATIVE] OK. Well, we, I, I've had this for, well, I don't even know how long we've had this before my husband died, he had it, you know, we had it and through his job, and then after he died 18 years ago, I, I've carried it. So I'm just anxious to see if I get anything after all these years.
[AGENT][NEUTRAL] Oh no, I understand. It looks like you've had this policy since [PII], so that's a good bit of time.
[CUSTOMER][NEUTRAL] But, but, but that no, that was, they, that's when they changed this part of my policy. I had it.
[AGENT][NEUTRAL] Oh, you had one previously.
[CUSTOMER][NEUTRAL] Yes, I had this, um, like I said, I, I really don't know when he took this out. He, he retired in [PII] from the state police and it probably had it 10 or 15 years then. So we've been paying on this.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][POSITIVE] Yes, ma'am. Oh wow.
[CUSTOMER][NEUTRAL] No, it was before that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] He died in [PII] and he had had that policy for that.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, we had the policy before that.
[AGENT][POSITIVE] Oh wow. You been with us for a long time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] A long, long time. So like I said, I'm hoping I get something.
[AGENT][NEUTRAL] Oh, yes, ma'am.
[CUSTOMER][POSITIVE] Uh, uh, uh, uh. All right, honey, thank you so much.
[AGENT][POSITIVE] You are welcome and you have a great day, Ms. [PII], and a great weekend. Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you. Bye-bye. Thank you. Bye.