AccountId: 011433970860
ContactId: a5e7e135-d7da-4391-8ed7-e53c7d5933fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293959 ms
Total Talk Time (AGENT): 88609 ms
Total Talk Time (CUSTOMER): 144218 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/a5e7e135-d7da-4391-8ed7-e53c7d5933fb_20250314T20:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I am a former.
[CUSTOMER][NEUTRAL] Client customer whatever the word is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um my policy ended because I retired. I was a school teacher and I retired in [PII]. And I came across my paperwork the other day and cleaning out and remembered that it had in my policy, uh, a thing for my spouse to get something if he had um cancer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And before I retired in [PII], he was diagnosed with a
[CUSTOMER][NEUTRAL] Thank God it was only a small melanoma, but it did require surgery and all of that, which is cancer. Um, I just didn't know if it was too late to file on that claim or if he was, if it was eligible at the time. I, I don't have any clue about stuff like this.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] But I found it.
[AGENT][NEUTRAL] Sure. What was that policy number, do you know?
[CUSTOMER][NEUTRAL] It, yes, the policy number is 699113.
[AGENT][NEUTRAL] OK. And your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you mind verifying your date of birth and address for me?
[CUSTOMER][NEUTRAL] No, I'll be glad to. My date of birth is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] OK. And your phone number.
[CUSTOMER][NEUTRAL] My current phone number is [PII]. At that time I may have had [PII].
[AGENT][NEUTRAL] OK, well we've got this number.
[CUSTOMER][NEUTRAL] That was our house phone that we don't have any longer.
[AGENT][NEUTRAL] OK, and you're wanting to see if um.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] The melanoma was covered or do you wanna see if you can still file a claim on that?
[CUSTOMER][NEUTRAL] Well, if we can, if it was covered, can we still file the claim on it?
[AGENT][NEUTRAL] Um, OK, let me get you with our benefits department. They can look up to see if it was covered and if it was covered, uh, you can still file a claim as long as it was before [PII].
[CUSTOMER][POSITIVE] Oh yes it was all right thank you.
[AGENT][NEUTRAL] Alright, and is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][POSITIVE] No, I appreciate it thank you so much.
[AGENT][POSITIVE] OK, well thank you for calling APL. You have a wonderful weekend and hold and I'll connect you with benefits.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] Hey [PII], I'm good. How are you doing?
[AGENT][NEUTRAL] I am good. I have an insured on the phone. Uh, her husband was diagnosed with a melanoma or something and wants to see if that's covered under her policy.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] OK, alright [PII], um, what's her name and the policy number?
[AGENT][NEUTRAL] OK, uh, the policy number is 699113. Now he was diagnosed before the end of the policy, so.
[AGENT][NEUTRAL] She's just wanting to see if it and if it was all right to to file a claim and her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Uh huh and she's verified.
[CUSTOMER][NEUTRAL] OK and her number she's calling from is that a good call back number?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][POSITIVE] OK, thank you [PII], you can go ahead and put her through.
[AGENT][NEUTRAL] Alright, thank you, [PII]. All right, here she is.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi Miss [PII]