AccountId: 011433970860
ContactId: bb313b06-0ab9-46a5-a2be-bbfb3dc75c54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 542780 ms
Total Talk Time (AGENT): 178780 ms
Total Talk Time (CUSTOMER): 100549 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/bb313b06-0ab9-46a5-a2be-bbfb3dc75c54_20250117T20:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is So. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I just spoke with [PII] a few minutes ago in reference to my uh policy, and I had a question, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If, uh, uh, in reference to my critical illness policy.
[AGENT][NEUTRAL] OK, and do you have the policy number?
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 51,850
[AGENT][NEUTRAL] OK, um, you're breaking up. Can you repeat that number one more time?
[CUSTOMER][NEUTRAL] Yes, 02251850.
[AGENT][NEUTRAL] Yeah, OK, thank you. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Miss [PII], let's see.
[AGENT][NEUTRAL] And just for verification, let me have your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. I know she verified the rest. All right. And what is your question in regards to your critical illness, Miss [PII]?
[CUSTOMER][NEUTRAL] OK. Uh, my husband's in renal failure.
[CUSTOMER][NEUTRAL] And that was uh that was my question. I'm looking at she sent me the application.
[CUSTOMER][NEUTRAL] Um, for.
[CUSTOMER][NEUTRAL] And I don't see critical, I mean, I don't see renal failure on here. Maybe I'm overlooking it.
[AGENT][NEUTRAL] OK. Let me check, um, let me check the benefits, bear with me.
[CUSTOMER][POSITIVE] Oh, I see it now in stage reading for you. I see it now.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] I guess I didn't scroll down far enough.
[AGENT][NEUTRAL] OK, and that is uh the policy number that you provided to me is the policy number on that paperwork?
[CUSTOMER][NEUTRAL] Let me see if she put the policy number. No, she just sent me, she sent me a copy of the uh.
[CUSTOMER][NEUTRAL] Just a copy of the form that I need to, to get completed.
[AGENT][NEUTRAL] Oh, so she send you a claim form.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Bear with me just a second, let me go ahead and go over the notes really quick on this policy, um.
[AGENT][NEUTRAL] And um the number that you provided to me, Ms. [PII], 225-1850. Do you have any other policies besides that one?
[CUSTOMER][NEUTRAL] Mm, no.
[AGENT][NEUTRAL] OK. Uh.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Do you mind holding for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for you Miss [PII]. OK. And you said you spoke to Miss [PII] today?
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Just a few minutes ago.
[AGENT][NEUTRAL] Just a few minutes ago. OK, um, because I don't see you have an active policy. When did, um, he was, um, when did he did they determined he had uh a renal failure?
[CUSTOMER][NEUTRAL] It's been a while back.
[AGENT][NEUTRAL] How far back was it, um.
[AGENT][NEUTRAL] The last year or the year before?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last year, I'll have to um
[CUSTOMER][NEUTRAL] Look back at some paperwork.
[AGENT][NEUTRAL] OK, yeah, the reason I'm asking is because this policy with us and I check and see if I found another one, but I didn't find another one. this has been terminated since [PII] with us. Um, you had this policy when you was with, um,
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] ISD
[CUSTOMER][NEUTRAL] Right, right. Mhm.
[AGENT][NEUTRAL] Well [PII], um, yeah, and I don't see another policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, well, it was, he was, he was diagnosed before then, before that policy was uh terminated.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] And I had forgotten about it.
[AGENT][NEUTRAL] Oh, OK. So he was diagnosed before the [PII]?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Oh, OK. OK. Got you. OK. Uh yes, if that's the case, yes, um just go ahead and um submit them the information that you requested, the claim form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, do you have an extension?
[AGENT][NEUTRAL] Uh, no, we don't have an extension we don't have extension numbers. Um, you can call the same line and ask for us if you need to ask directly.
[CUSTOMER][NEUTRAL] Oh, OK, OK. So just go ahead and get this one completed.
[AGENT][NEUTRAL] Yes, and just have that uh claim form completed and sent over to us um that's how we're gonna start off this process. If you have um the paperwork of the findings like the itemized bills or anything like that, you can go ahead and send that over as well, OK?
[CUSTOMER][NEUTRAL] OK, dear.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today, Ms. [PII]? Do you have any other questions or concerns?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK. All right. Well, thank you for calling APL. Have a good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] Goodbye.