AccountId: 011433970860
ContactId: b16e7bae-2af7-4e7a-a41f-7c7394cc6b34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 511989 ms
Total Talk Time (AGENT): 156497 ms
Total Talk Time (CUSTOMER): 212712 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/b16e7bae-2af7-4e7a-a41f-7c7394cc6b34_20250612T15:52_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII]. I am [PII], um.
[CUSTOMER][NEUTRAL] And I have a policy here.
[CUSTOMER][NEGATIVE] It's the cancer lump sum.
[CUSTOMER][NEUTRAL] And I have discovered that I have, or I had, I've had surgery on my left thyroid with uh cancer.
[CUSTOMER][NEUTRAL] And so they've removed that and I thought, I need to get busy and
[CUSTOMER][NEUTRAL] Get this policy claim going.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I have a
[CUSTOMER][NEUTRAL] A claim form, but I want to see if it's still good. Uh, my husband sold insurance for y'all, and he's been gone 12 years. So I know this, well, here's a date, it says [PII].
[CUSTOMER][NEUTRAL] It's a C101 is that form still good?
[AGENT][NEUTRAL] Um, do you have a policy number I can pull up?
[CUSTOMER][NEUTRAL] I do, it's 573-974, [PII].
[AGENT][NEUTRAL] OK, let me pull up our most recent form and see if that is the correct one.
[CUSTOMER][NEUTRAL] Yeah, when I saw the date, I thought, oh, I need to make sure.
[AGENT][NEUTRAL] Uh, yeah, that we have a different form now. Do you want me to mail it out to you or would you like me to email it? or what would be easiest for you?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, I don't have a way right now to print it off, so just put one in the mail for me.
[AGENT][POSITIVE] OK. Um, I'll get that mailed your way. Um, and is there anything else I can help with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Well, I, if I'm remembering right, what I really need.
[CUSTOMER][NEUTRAL] To prove the fact that I do have this is uh a diagnosis.
[CUSTOMER][NEUTRAL] I guess a diagnosis from the pathologist.
[AGENT][NEUTRAL] Yes, that's correct. And then let me, uh, let me just verify your information real quick. Can you provide your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what's your address?
[CUSTOMER][NEUTRAL] It is, oh yeah, that's probably changed. It's [PII].
[AGENT][NEUTRAL] OK, that's what we have and then what's your email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. And then,
[AGENT][NEUTRAL] I got your call back is [PII]. Is that right?
[CUSTOMER][POSITIVE] That's right. Uh-huh.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] So I don't have to have a bill or anything to go with the pathologist form.
[AGENT][NEUTRAL] No, um, we'll just need that pathology report, um, showing the diagnosis of cancer, um, and then I'll send you that form by mail. Just takes probably about 3 to 4 working days. Um, so look out for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then and there.
[CUSTOMER][NEUTRAL] Be next week.
[AGENT][POSITIVE] Yeah, probably early next week, you should get it. Um, anything else I can help with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yeah, how much is the benefit I'll get?
[AGENT][NEUTRAL] Um, let me get that pulled up.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Um, anything I quote is not a guarantee of payment. It's a basic outline of your policy.
[AGENT][NEUTRAL] Uh, looks like your lump sum benefit is 5000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I was seeing here, but just wanted to make sure it's been so long. Someone said, oh, that's probably gone away but now, and I said, not American public.
[CUSTOMER][POSITIVE] [PII] sold a lot of these policies and I helped with a lot of claims.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] So that was probably a real good investment of 12 $20 a month.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yeah, definitely, absolutely.
[CUSTOMER][NEUTRAL] For all those years, yeah, and then the next claim I can file is.
[AGENT][POSITIVE] Great
[CUSTOMER][NEUTRAL] Gonna be a hospital bill or what is it?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] See here.
[CUSTOMER][NEGATIVE] Let me, I've got all these policies but they're all stuck together, um.
[CUSTOMER][NEUTRAL] Seem like when [PII].
[CUSTOMER][NEUTRAL] had his prostate surgery. I did this and then there was something I had to get from the hospital.
[CUSTOMER][NEUTRAL] I don't remember.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] They find the.
[AGENT][POSITIVE] Yeah, we've got the first occurrence benefit and then.
[AGENT][NEUTRAL] The policy is um so old it doesn't have the certificate loaded, so let me see if I can find that real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see
[AGENT][NEUTRAL] Well, it looks like we'll have to have, I'll have to have it loaded into our system. Um, right now I just see the first occurrence benefit of 5000, but I don't see anything else. Um, but that doesn't mean there's not other coverage. It just because of the age of the policy, I've got to ask to be loaded into our system. So can I get your, um, I'll call you back when that's done and then I can give you the information on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, might take a few working days, um, but I'll get that, uh, sent your way.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] That's fine. um.
[CUSTOMER][NEUTRAL] If I don't answer just leave a message and I certainly will return the call.
[CUSTOMER][NEUTRAL] Um, I was looking through my policies and.
[CUSTOMER][NEUTRAL] I have the heart disease stroke policy.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I really don't see anything else on this lump sum policy.
[CUSTOMER][NEUTRAL] That I could have a claim on, so.
[CUSTOMER][NEUTRAL] I'm trying to see what I found for [PII] and.
[CUSTOMER][NEUTRAL] See if I get that too because I think they were identical.
[CUSTOMER][NEUTRAL] Policies.
[AGENT][NEUTRAL] Yeah, like y'all had the same policy, and he had, the only thing I had filed for him is a lump sum benefit.
[CUSTOMER][NEUTRAL] Is it? OK. Well, that, that might be all, but I'd appreciate you looking.
[AGENT][POSITIVE] Yes, we'll double check and make sure there's nothing else, um, that way we're for sure and then once I get that loaded, I'll give you a call that way I can access that information and get that to you.
[CUSTOMER][POSITIVE] Great. [PII], you've been a lot of help and this is easy, so I'll get that uh path report when I get a new form, I'll get it off to you.
[AGENT][POSITIVE] OK, that sounds great, Mrs. [PII], and I hope you have a terrific day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you for your help appreciate it. Talk to you later.
[AGENT][NEUTRAL] OK, bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.