AccountId: 011433970860
ContactId: aa1ed870-8d09-4277-ab97-430cc7ebd259
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350959 ms
Total Talk Time (AGENT): 163671 ms
Total Talk Time (CUSTOMER): 81521 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/aa1ed870-8d09-4277-ab97-430cc7ebd259_20250320T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, good morning, Miss [PII]. I was calling to, excuse me, ask a question. I have a policy with you all and I was just trying to find out. I misplaced my handbook. What else can I find on the policy?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, yeah, I'm happy to take a look at your policy. Do you have the policy number by chance?
[CUSTOMER][NEUTRAL] Not right it on hand, but I can give you my date of birth and, you know, social security number.
[AGENT][NEUTRAL] OK, yeah, we can definitely look it up by social. What's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right. Thank you so much. Bear with me here just one moment and I will do a search here with that.
[AGENT][NEUTRAL] And then if I could get your first and last name, please?
[CUSTOMER][NEUTRAL] We have a [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then I'll need to verify please your um date of birth and address.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much. And let's see here.
[AGENT][NEUTRAL] Do you by chance, Ms. [PII], have a good call back number just in case if we get disconnected on our call?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] Thank you so much. OK.
[CUSTOMER][NEUTRAL] You're what?
[AGENT][NEUTRAL] So I've got your policy pulled up here. Let me just pull up the policy certificate itself and we can look at it here.
[AGENT][NEUTRAL] OK, so it looks like the type of policy that you have with us is a limited benefit. It's a cancer policy and then and it has an intensive care uh writer on it, which is just like an addition to it.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So looks like the policy itself does cover um if you were hospitalized, it does cover drugs and medicine.
[AGENT][POSITIVE] Um, it does have a surgical benefit also if you had to have any surgery. So that also has an anesthesia benefit.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Cause see I was in the house pier in October.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was in there for like 5 days.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I had a pulmonary embolism.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that might fall under the intensive care portion. Let's see here.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Were you in any sort of cardiac care unit?
[CUSTOMER][NEUTRAL] No, ma'am. I stayed um
[CUSTOMER][NEUTRAL] In the little
[CUSTOMER][NEUTRAL] Emergency room.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, overnight and then they transferred me to a room for the rest of the stay.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] If you were in the intensive care unit, it looks like there's some coverage for that, or if you were in like a cardiac care unit, but I don't see any of the other hospital benefits on the policy would just apply, I believe, to cancer treatment. Let me see.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Yeah, so the hospital confinement on here would pay only for treatment, let's see, of a covered cancer treatment of a condition directly caused by cancer.
[CUSTOMER][NEUTRAL] Oh, OK. I just want to make sure, now I don't have cancer.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, no, I mean, I hear you though. Yeah, definitely, Ms. [PII], I hear you though. Just, it's always good to just double check if it can help you out, definitely use it. Yeah.
[CUSTOMER][POSITIVE] Thank [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, that's what I wanted to do. I said let me call and check. You never know, you know.
[AGENT][POSITIVE] Yeah. Yes, ma'am. Yes, ma'am. Is there anything else I could check on for you?
[CUSTOMER][POSITIVE] No, ma'am, that's gonna be all. Thank you. Have a good day. OK, bye-bye.
[AGENT][POSITIVE] Alright, thank you, thank you for calling. You too. Bye-bye.