AccountId: 011433970860
ContactId: a907d557-0414-4a3d-9102-f320fa5f4ac5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 437950 ms
Total Talk Time (AGENT): 188173 ms
Total Talk Time (CUSTOMER): 145280 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/a907d557-0414-4a3d-9102-f320fa5f4ac5_20250225T21:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm trying to get a copy of the policy mailed to me and an address change, please.
[AGENT][NEUTRAL] Sure, I can get that policy to you and we will make sure that address is updated. Um, what was your name?
[CUSTOMER][NEUTRAL] It's for [PII]
[AGENT][NEUTRAL] OK and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] I do not. That's one of the things I've been looking for and I thought I would try to see if we could look it up by name, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If that's possible it would be easier I think.
[AGENT][NEUTRAL] Sure, let's see if you wouldn't mind, um, just to make sure I have it correct, could you spell out the first and last name again?
[CUSTOMER][NEUTRAL] Of course, it's unusual. [PII] is the first name and then [PII] is the last name.
[AGENT][POSITIVE] OK appreciate it thank you give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, there we are. I do believe I found you. Uh, then, can I get, uh, just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then uh can I get what the current address we have on file?
[CUSTOMER][NEUTRAL] OK, um, do you have [PII]?
[AGENT][NEUTRAL] No, um, it is in [PII] if that helps.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, so is it the [PII] still or has it been updated? OK, OK, so I'd like to change that.
[AGENT][NEUTRAL] Yes, that's it. OK, so.
[AGENT][NEUTRAL] Of course. What is that correct address?
[CUSTOMER][NEUTRAL] It's gonna be, it's kind of long, sorry, it's [PII].
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] [PII]. It's two words [PII].
[CUSTOMER][NEUTRAL] And the city is the same name, [PII].
[CUSTOMER][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back. That was [PII]. That was uh [PII].
[AGENT][NEUTRAL] And that zip code was [PII].
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Correct. It's [PII].
[AGENT][POSITIVE] Got it OK.
[AGENT][NEUTRAL] Yes, OK, got it. I will get that updated. Give me just a minute, let me take a look here.
[AGENT][NEUTRAL] Alright, so yes, I can get that policy mailed to you. I can also email you a copy if you'd like, or did you just want the paper copy?
[CUSTOMER][NEUTRAL] OK, sure. That would be um.
[CUSTOMER][NEUTRAL] I can I yeah, I can have you email it that would be fine, um.
[AGENT][NEUTRAL] OK, let's see, I do have an email on file for you let me check and see what I've got.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that uh [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Is there supposed to be an underscore or anything or is it just kind of loose hole?
[CUSTOMER][NEUTRAL] It's, it's supposed to be Delu Soul.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's [PII], OK.
[CUSTOMER][POSITIVE] Correct. Correct.
[AGENT][NEUTRAL] Alrighty, did you still want me to mail you a copy or just the email?
[CUSTOMER][NEUTRAL] Uh, I think the email will be fine.
[AGENT][POSITIVE] OK, alrighty, I will get that sent to you should get it here in just a little bit.
[CUSTOMER][NEUTRAL] Well, actually, could you, could you, I'm sorry, um, change my mind. Could you, in addition to email, could you mail the hard copy as well?
[AGENT][NEUTRAL] No, you're fine.
[AGENT][POSITIVE] Absolutely we could do both for sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, did you have any other questions for me? Anything else I can help you with?
[CUSTOMER][NEUTRAL] I would like to know who you have as the beneficiary listed.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And the payout amount of the policy.
[AGENT][NEUTRAL] Beneficiary, we have uh [PII].
[CUSTOMER][NEGATIVE] It should be [PII], not [PII].
[AGENT][NEUTRAL] Oh, we've got CREW. OK, I could get that changed.
[CUSTOMER][NEUTRAL] That happens a lot of times, but it's supposed to be a G, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] But that is correct, it should be [PII].
[CUSTOMER][POSITIVE] It is correct.
[AGENT][NEUTRAL] OK, OK, and then I'm sorry, what was your other question?
[CUSTOMER][NEUTRAL] The amount, the payout amount?
[AGENT][NEUTRAL] Let me get that policy pulled up. Let me take a look.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Bear with me just a moment. I'm thinking about it.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Sorry, this is a bit of an uh older policy I just have to scroll through quite a bit so bear with me just a moment. I appreciate your patience.
[CUSTOMER][NEUTRAL] Thank you. Thank you. No, I appreciate your help. Thank you. I know it is tedious.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] No, no, it's fine. All right.
[AGENT][NEUTRAL] You have some.
[AGENT][NEUTRAL] All right, so you've got quite a bit of different benefits under this policy. Um, it's predominantly a cancer policy, so that you got a daily hospital benefit, um, so for days if it's uh between 1 and 75 days, that's $100. And then uh radiation and chemotherapy benefit per calendar year is up to $10,000.
[AGENT][NEUTRAL] And then there's a first occurrence benefit for the primary which is you that is.
[AGENT][NEUTRAL] $1250.
[AGENT][NEUTRAL] And of course that $10,000 chemo and radiation benefit.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And the first thing that you quoted, sorry, I didn't have my pen working was uh 1 to 75 days, $100 a day for hospitalization. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] All right, well, thanks so much. That's exactly the information I was looking for, but I will look forward to having it um a policy on hand. Thank you so much, [PII]. I appreciate your help. You have a.
[AGENT][POSITIVE] You are very welcome.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Of course, you're very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.