AccountId: 011433970860
ContactId: b70a0da9-fb27-40ca-b0ea-3d37f12a76a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373700 ms
Total Talk Time (AGENT): 181221 ms
Total Talk Time (CUSTOMER): 89292 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/b70a0da9-fb27-40ca-b0ea-3d37f12a76a4_20250307T18:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII] and.
[CUSTOMER][NEUTRAL] I need
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] 00538181
[CUSTOMER][NEUTRAL] I'd I'd like to know if my insurance covers nuclear, uh.
[CUSTOMER][NEUTRAL] EKGs
[AGENT][NEUTRAL] OK, you want to know if the policy covers EKGs?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, well, I can look at the policy for you and Mrs. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. And um I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] OK, date of birth [PII].
[CUSTOMER][NEUTRAL] And they
[CUSTOMER][NEUTRAL] Wait a minute, mailing address [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, hold on one moment, I'm just gonna look at the benefits, OK?
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 12345678.
[AGENT][NEUTRAL] Let me see if I can tell from here. Let's see.
[AGENT][NEUTRAL] B E R A B.
[AGENT][NEUTRAL] Oh, I'm a certificate. Oh my God, there isn't a certificate.
[AGENT][NEUTRAL] Oh man.
[AGENT][NEUTRAL] All right, um.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] certificate.
[AGENT][NEUTRAL] Is it HR or Medley? Neither one. Wait a minute. What is this?
[AGENT][NEUTRAL] Oh, this is a cancer policy, but
[AGENT][NEGATIVE] Still won't cover EKGs.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Unless it's a
[AGENT][NEUTRAL] Diagnostic tests to prevent.
[AGENT][NEUTRAL] But I don't have the policy er to say.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Chemotherapy also intensive care writer.
[AGENT][NEUTRAL] Let's see if I can find some benefits.
[AGENT][NEUTRAL] OK, we're getting closer, we're getting closer. Wait a minute.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Cancer is specified that $300 daily. The first occurrence benefit, no heart attack or stroke intensive care, not on here, chemo radiation, 500 6. OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Mrs. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So, I was looking at the benefits and it doesn't cover like EKGs. um, this would be more like um if there was a, if you were in the hospital, um, like a daily hospital benefit, um, it also covers chemotherapy and radiation and then if there ever was like a first occurrence of a cancer diagnosis, the policy would pay um
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] would pay up to up to $2000.
[CUSTOMER][NEUTRAL] OK, so it doesn't, I would have to be in the hospital for an EKG, is that right?
[AGENT][NEUTRAL] Well, so EKGs are like diagnostic testing. This policy is a cancer policy, so it doesn't cover the um diagnostic testing. It only covers the treatment, um, the daily hospital benefit, and then the first occurrence um for diagnosis.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it wouldn't cover the, the diagnostic testing, the EKG.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well I thank you, ma'am. Thank you a lot.
[AGENT][NEUTRAL] You're welcome. Well, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Does it cover if you're in the hospital?
[CUSTOMER][NEUTRAL] For something else besides chemo and radiation.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Like if I had high blood pressure and I had to go to the hospital, would it pay for that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, ma'am, this policy is, is um specific to cancer. Now, we do have like the heart attack and stroke, but this policy doesn't have that additional coverage on it. It's just for the cancer treatment, um, you know, in reference to cancer.
[CUSTOMER][NEUTRAL] But I had a stroke 7 years ago.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] So that is an additional benefit, but this, your policy doesn't have the heart attack and stroke on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well, I thank you here.
[AGENT][POSITIVE] You're welcome. I wish I had better news for you. Was there anything else I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, I don't think so.
[CUSTOMER][NEUTRAL] But I, I didn't know about the cancer.
[CUSTOMER][NEUTRAL] So that, that's something to keep in mind. OK, thank you, ma'am, here.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you, you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.