AccountId: 011433970860
ContactId: abad2ad9-e982-449b-b512-e21d1e83c49e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 505899 ms
Total Talk Time (AGENT): 223240 ms
Total Talk Time (CUSTOMER): 125410 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/abad2ad9-e982-449b-b512-e21d1e83c49e_20250314T18:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], this is, uh, [PII]. Um, my policy number is 7693997.
[CUSTOMER][NEGATIVE] And uh my husband passed away on [PII] of this year.
[CUSTOMER][NEUTRAL] And I'm just trying to see if I have him on any of my policy.
[AGENT][NEUTRAL] Of course, OK, I can check to see if uh he was on any of these policies. [PII], first, if you don't mind, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then just gonna verify some information really quick uh can I get your date of birth please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect. Thank you so much for verifying that information [PII]. Alright, so you've just got the uh cancer policy with us.
[AGENT][NEUTRAL] And [PII] is covered, uh, he was active under this policy. It is currently active.
[CUSTOMER][NEGATIVE] OK. I don't, I didn't have a heart because he died of a massive heart attack.
[AGENT][POSITIVE] Oh goodness, OK.
[CUSTOMER][NEGATIVE] I know, I found him and it was horrible.
[AGENT][NEUTRAL] Oh my gosh, that's awful. I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] I could not imagine. Oh my goodness. Um,
[CUSTOMER][NEGATIVE] No, I can't. I'll never get that out of my head, never.
[AGENT][NEGATIVE] I bet. Oh my gosh, that's, um, my grandma passed away and my mom was the one who found her, and I'm, I, again, just could not imagine. That is awful. I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it
[CUSTOMER][POSITIVE] Yeah. Thank you so much.
[AGENT][NEUTRAL] Of course, alright, so let's take a look here. Are we just, um, what are we, are we needing to remove him from the policy?
[CUSTOMER][NEUTRAL] Yeah, I was wondering if.
[CUSTOMER][NEUTRAL] Cause I think I took out a cancer and a heart, if I'm not mistaken.
[AGENT][NEUTRAL] Well, this is just your only policy you have with us, but some of these cancer policies do have um benefits for like a first occurrence of a heart attack. So let me get your policy pulled up here and I will see.
[CUSTOMER][NEUTRAL] That's been years ago.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If that is covered here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well it is not letting me look I think just because it's a bit of an older policy I'm not able to view the policy um if you will give me one moment, [PII] I could put you on a brief hold and reach out to our claims specialist to see if they can at least just let me know um if that's a benefit under this plan. So um just gonna put you on that hold I'll get right back with you OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] [PII], this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on care team. How are you?
[CUSTOMER][NEUTRAL] Fine, how are you?
[AGENT][NEUTRAL] Doing good thank you. So I've got a member on the line who has a cancer policy. Um, the policy itself is not an on base. Um, I just had a question. She, her husband had passed away from a heart attack. She wanted to see if there was a benefit for that for heart attack, um.
[AGENT][NEUTRAL] I tried looking in just the PIBFT and all I see is the um cancer base coverage so I don't think it does but I just wondered if maybe you could help confirm that for me.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] It is 7693997.
[CUSTOMER][NEUTRAL] That was 7693997.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let me take a look.
[CUSTOMER][NEGATIVE] I don't see that this policy has the rider to it.
[AGENT][NEUTRAL] That's what I saw it um because I did look at the schedule page but again I didn't wanna say that without being 100% so.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, I don't see that they have this, the, the rider under theirs.
[AGENT][POSITIVE] Got it. OK, I appreciate your help and just double checking for me. Alright, bye, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] OK [PII], I'm so sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] That's OK. Yes, I'm here. Mhm. Yes, that's fine.
[AGENT][NEUTRAL] OK, so I did get confirmation unfortunately this policy did not have that uh heart attack stroke benefit rider, it just has the base cancer benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, so of course, but we still needing to get him removed from the policy?
[CUSTOMER][POSITIVE] OK. Well, thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so if you would give me just a moment, I'm sorry I'm gonna have to put you back on that hold, um, but I'm gonna transfer you to our customer service they'll be able to do that for you.
[CUSTOMER][NEUTRAL] Oh, that's fine.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. Yes, ma'am. Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[AGENT][NEUTRAL] Not bother.
[AGENT][NEUTRAL] Not right now, give me just a minute, OK? Wait.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing good thank you um I've got a member on the line uh her spouse has passed away and she's just needing him removed from the policy.
[CUSTOMER][NEUTRAL] OK, hold on just a second, I'm trying to.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] My page here.
[AGENT][NEUTRAL] Oh, my goodness. I just got an alert to evacuate my area for a fire. Wow. OK, well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][POSITIVE] I will not panic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] Yes, that is uh 769-3997 and we are speaking with part one [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alrighty, you want me to go ahead and send her over?
[CUSTOMER][NEUTRAL] Uh, yes, and go be safe. Go evacuate. Bye.
[AGENT][POSITIVE] Appreciate it, yes ma'am. Thank you. Bye bye. Yes ma'am, bye.