AccountId: 011433970860
ContactId: ae13b1c1-4714-463c-a271-a0d9c14cec3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 441940 ms
Total Talk Time (AGENT): 222849 ms
Total Talk Time (CUSTOMER): 189679 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/ae13b1c1-4714-463c-a271-a0d9c14cec3b_20250523T12:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How are you doing today, [PII]?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEGATIVE] Well, I don't know and I don't know if I'm just gonna make your day worse because I don't have a lot of information about my account.
[AGENT][NEUTRAL] OK. What's what's going on?
[CUSTOMER][NEUTRAL] Uh, well, my name is [PII]. I've had an account with you guys for, see my dad's been dead 31 years, probably 30 years.
[CUSTOMER][NEUTRAL] Um, and I don't know what my benefits cover. They sent me a package a couple of years ago, but I just want a quick synopsis if a colonoscopy or an EGD is covered with whatever I have part of the benefits package.
[AGENT][NEUTRAL] OK, yeah, let's just look at the policy. So I can pull your policy, [PII] by name or social, whatever you prefer to give me.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Can you spell your last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then is, how is [PII] spelled [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a second, let me put that in.
[AGENT][NEUTRAL] [PII], what state do you reside in?
[CUSTOMER][NEUTRAL] Good and you?
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] All right. And then for verification, I do need to get please your uh date of birth and then full address in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All right, so let me pull this up and see what's.
[CUSTOMER][NEUTRAL] Are you able to find it?
[AGENT][POSITIVE] Yeah, no, I did. I, I found you for sure. I found all you have.
[CUSTOMER][NEUTRAL] I know it's an old, old account.
[AGENT][NEUTRAL] Yeah, you have, well, you have 3 different ones. So you have a really old like life insurance that was started back in [PII].
[AGENT][NEUTRAL] And then you have a critical care, like an
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What is that one worth?
[AGENT][NEUTRAL] Um, I'd.
[CUSTOMER][NEUTRAL] What is the what is that what is that like?
[AGENT][NEUTRAL] I would have to, let me pull it up.
[CUSTOMER][NEUTRAL] Is it a term? is it a whole?
[AGENT][NEUTRAL] Looks like it's a term. I don't believe it's a whole, one second.
[AGENT][NEUTRAL] And then you have a cancer policy and like an intensive care one.
[CUSTOMER][POSITIVE] Oh, that's great.
[AGENT][NEUTRAL] I was pulling up your other one here. Give me just a second.
[CUSTOMER][NEUTRAL] So I, I do insurance and sell life insurance, so I didn't even know I had one with you guys.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, yeah, that's.
[CUSTOMER][NEUTRAL] Now it makes me interested if it's a term policy. What's the rate? What?
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] What's it up to these days?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But that could be another phone call whatever.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm pulling up the cancer one that you have and scheduled benefits to see if those things are covered really quickly here. Let me see.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah, that was the main purpose of the call, literally I had no idea I had a life insurance with.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, no, no worries. And if you want [PII], if it's, if
[CUSTOMER][NEUTRAL] These were all started when my dad passed away.
[AGENT][NEUTRAL] Oh, OK. I was gonna say if you want, um, I can, since you're familiar with insurance, it may be, um, if you want, I can email you a copy of all these policy certificates that way you have them.
[CUSTOMER][POSITIVE] That would be perfect actually.
[AGENT][NEUTRAL] Yeah, yeah, and then that way you have the policy numbers too.
[AGENT][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] Right, and I know they were sent out to me a couple of years ago, but emails, I guess clean in boxes after a while, I don't know.
[AGENT][NEUTRAL] Oh, yeah. No, for sure.
[CUSTOMER][NEUTRAL] And I'm actually driving to work so I can't find the paperwork where I wrote down the the at the uh account number so.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yeah, no worries. OK, so the cancer policy does have the wellness benefit on it. So if you're having any sort of wellness screening like colonoscopy for that, then it does pay $75 towards that. It's once a year um that you can get that benefit under the policy.
[CUSTOMER][NEUTRAL] OK, then I will, then I, the next question is if that's the case, I have a colonoscopy for that, that screening and they're talking about doing an endoscopy from the upper end at the same time.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, but if I have some coverage on that, then how do I go about placing that claim and get that.
[CUSTOMER][NEUTRAL] I guess $75 to help pay for that.
[AGENT][NEUTRAL] Yeah absolutely so what I can do also is um you would basically submit a wellness it's a wellness claim and we have a wellness claim form and um it can be remitted back to us in the mail, fax or we have the online service center so if it's easiest for you I can just email you the claim form.
[AGENT][NEUTRAL] And um on there it talks about, you know, you just need the itemized receipt with it to submit and then we'll mail you the benefit payment.
[CUSTOMER][NEUTRAL] OK, yeah, if you can email that to me I can forward it to my wife and let her have the same information if the system will allow protected information like that.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Oh, I mean, as far as a claim form goes, I think it, yeah, it should be totally fine because that's, yeah, that's something you can like download and um then print out or you can fill online whatever is easiest for you, so.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] It should be OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] All right. So I'm sending this.
[CUSTOMER][POSITIVE] I just thought it was funny. Like I said, I worked in insurance and I sent my doctor's the form I had to have when I did the.
[CUSTOMER][NEUTRAL] Pre the meeting or whatever about it. I forwarded it from my work email to my own personal email with my own health information and the system wouldn't allow it to be emailed.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I was like, are you serious? Like, check the email addresses here guys.
[AGENT][POSITIVE] That's funny.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Come on man.
[AGENT][POSITIVE] That's funny.
[AGENT][NEUTRAL] All right, [PII], well I'm emailing you all that stuff right now. Do you have any other questions or concerns today?
[CUSTOMER][POSITIVE] No, that's it as long as I mean, I mean you answer the one that helps me out because that means at least I have some sort of benefit for the wellness, um.
[AGENT][POSITIVE] Yeah, I know, absolutely it does.
[CUSTOMER][NEUTRAL] Well, I mean
[CUSTOMER][NEGATIVE] Anything helps these days and since I've been paying on this policy for what 28 years, I might as well get something out of it now.
[AGENT][NEUTRAL] For sure, for sure. Yeah, no, I mean, I hear you though.
[CUSTOMER][NEGATIVE] I know it sounds bad, but.
[CUSTOMER][NEGATIVE] I would rather use it on the wellness side than um than I go to the bad side and have to use one of the other ones.
[AGENT][NEUTRAL] Yeah, no, for sure, for sure, so.
[AGENT][POSITIVE] All right. Well, I hope you have a good rest of your day, [PII]. If there's nothing else, um, I hope you have a good one.
[CUSTOMER][POSITIVE] I hope you do too and I hope you have a wonderful Memorial Day.
[AGENT][POSITIVE] All right, you too. Take care.
[CUSTOMER][NEUTRAL] You too bye.