AccountId: 011433970860
ContactId: bb82f20b-a90f-4033-b15d-6d8f0a2fcd3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 887219 ms
Total Talk Time (AGENT): 366715 ms
Total Talk Time (CUSTOMER): 330963 ms
Interruptions: 9
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/bb82f20b-a90f-4033-b15d-6d8f0a2fcd3b_20250130T15:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Well this is yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am, um, it's gonna sound crazy. I need to know, um, is there a like what is this policy cover? I mean my policy covers that I have with you guys, and because I, I've had it for a really long time and I, I don't think I've ever even used it. I need to get some details on it so I could actually start using what I've been paying for.
[AGENT][NEUTRAL] OK. Yeah, sure. Yes, I can assist you with coverage information. And may I have your name?
[CUSTOMER][NEUTRAL] We understand what
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Gotti, [PII].
[CUSTOMER][NEUTRAL] And make sure that it doesn't happen.
[CUSTOMER][NEUTRAL] I have 2 policies. I don't know what they're eating for anymore.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, Mr. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And may I have the policy number of one of them?
[CUSTOMER][NEUTRAL] We we we.
[CUSTOMER][NEUTRAL] Uh, 9800539 I'm sorry 53,970.
[CUSTOMER][NEUTRAL] It's a multiple people.
[CUSTOMER][POSITIVE] So that makes recovery efforts.
[AGENT][NEUTRAL] OK, um, that's too long to be one of our policy numbers, um.
[AGENT][NEUTRAL] Are you looking at a card?
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] Now I'm looking at your bill.
[CUSTOMER][NEUTRAL] That, uh, in, uh, duty responsibilities today to recover every single.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, um, do you have any information from us? OK.
[CUSTOMER][NEUTRAL] Policy number, I'm sorry, maybe uh it's 9B. I'm sorry, it's 9B as in boy. I, I wasn't looking that close. 0053970. My apologies.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let me try that. It's OK. OK, let me try that.
[CUSTOMER][NEUTRAL] Looks like an 8. I'm sorry.
[CUSTOMER][POSITIVE] And I'm also that must be an important moment for that thing to be doing so.
[AGENT][NEUTRAL] Let me try to guess the number.
[CUSTOMER][NEUTRAL] It is I spoke with uh Doctor [PII] last night, and he, uh, like me was in a.
[AGENT][NEUTRAL] May I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Air travel and therefore this kind of of community support national support to families.
[CUSTOMER][POSITIVE] We were introduced to do because we never imagined this is a moment for us to support them and to make sure that they understand that we are with them at this great time of terrible, terrible tragedy. Governor, good morning, thank you for spending a few moments.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well they get Virgin.
[AGENT][NEUTRAL] Do you have any documentation from the policy or you have no information at all?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] No, I pay this bill every month.
[AGENT][NEUTRAL] OK, so it's a bill you pay every month.
[CUSTOMER][NEUTRAL] I have two of them. I mean, I, um, it was, I've had it for a very long time.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] And I, and I just, and I, and I'm just asking myself what am I, I mean, I, I don't even really realize what I'm even paying for. I mean, I, I'm not sure if my mom set it up for me years ago. I don't really know, but I haven't been using it and I'm thinking, man, I need to put on my list to look at, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] OK, what is your mom's name?
[CUSTOMER][NEUTRAL] That's something to do with my mother. My name's on the bill.
[CUSTOMER][NEUTRAL] This is me. My name is on the bill and my address is on the bill, and I'm giving you all the information of the bill that I pay.
[CUSTOMER][NEUTRAL] Every month.
[CUSTOMER][NEUTRAL] I have two of them. They're $54. I pay every, every.
[CUSTOMER][NEUTRAL] Every time the bill comes due.
[AGENT][NEUTRAL] What is the other policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The other one is 9. I'm sorry, on 980090962.
[CUSTOMER][NEUTRAL] Well, the governor just said that I think it's something we.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] We were
[CUSTOMER][NEUTRAL] 3 different pieces of art, but he said it was a.
[CUSTOMER][NEUTRAL] That's the case.
[CUSTOMER][NEUTRAL] Or I pay I pay semiannually. I apologize. It's not, it's not monthly.
[CUSTOMER][NEUTRAL] Um, you know, the data safety zone that start to established zone of that entire area, um, helping you, you know, uh, all.
[AGENT][NEUTRAL] May I have your address for verification?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII].
[CUSTOMER][NEUTRAL] Has been very, very
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] OK, um, let me just go through the notes really quick, OK, one moment.
[CUSTOMER][NEUTRAL] I think they're really
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] OK, and I might need to correct your date of birth. Can you repeat that date of birth one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I do apologize. I just need to make sure that this is um the correct policy, OK?
[CUSTOMER][NEUTRAL] I'm telling you how these policies have been in effect for a very long time.
[AGENT][NEUTRAL] Mhm. Yes, I understand. And I see that. I do see that. Um.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I'm pulling the documents to see exactly what type of product you have and what's the benefits on each one, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It may take a few minutes because it's an old file, so it, it was scanning and it takes a little bit longer to pull up.
[AGENT][NEUTRAL] Yeah, I know one of them is an accident policy.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Which one?
[AGENT][NEUTRAL] OK, the one that you gave me in the beginning is gonna be the B.
[CUSTOMER][NEUTRAL] The H and the B.
[CUSTOMER][NEUTRAL] Oh, the, the D
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that one is an accident policy and I'm waiting on the benefits to pull up for this one.
[CUSTOMER][NEUTRAL] A bunch of those
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then being an old policy has a lot of benefits, um.
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] Which
[AGENT][POSITIVE] And I do apologize. It just takes a little bit longer than normal to get the information.
[CUSTOMER][NEUTRAL] Are you, uh, are, so are you looking on the details on the accident policy currently or which one are you, are we moving to the next one?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, you're still a policy, OK.
[AGENT][NEUTRAL] No, I'm looking at the, I, I'm still on the accident policy. I'm just trying to determine what are the benefits that you have on that one so we can go over the benefits and then we can move to the other one.
[CUSTOMER][NEUTRAL] OK, got you, OK.
[AGENT][NEUTRAL] OK, here it is and.
[AGENT][POSITIVE] Yeah, it does have a lot of benefits, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so you have benefits like for this location for a loss of um
[AGENT][NEUTRAL] It also has like a life insurance added to it of 11,000, um, you have like.
[AGENT][NEUTRAL] Loss of eyes, um, and it has like an amount for each. Like if it's both eyes, you get 11,000, if it's one eye, you get 3750, um, for hand.
[CUSTOMER][POSITIVE] I haven't lost in years so.
[AGENT][NEUTRAL] Mm, yeah, um, this is just in general what will it cover if anything, um, yeah, and then.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK. So, so I mean if I hurt my hand or have surgery on my hand or if I lose my hand?
[AGENT][NEUTRAL] This is lost, just lost, then we have, there's a lot of benefits. It's just if I go through all the benefits, I'll have to go through each one of them, but uh you have, mhm.
[CUSTOMER][NEUTRAL] OK, so let me ask you, can, will y'all know this send this to me so I'll have it because I don't have a policy. I don't have nothing.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To to refer to.
[AGENT][NEUTRAL] Yeah, that
[AGENT][NEUTRAL] Yes, and I think that would be the best thing. Let me just go ahead and request for this um certificate to be sent out to you so you have exactly what it covers and then you can make a determination and see if you want to keep it or not, OK? So let me go ahead and get a request for this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Me, right, I got you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. The other one is going to be an intensive care, coronary care um policy.
[AGENT][NEUTRAL] So, um, this one is for a daily benefit of 650.
[AGENT][NEUTRAL] And this is for either accident or sickness?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me see what else is on this one.
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You know what, just I'll request to send both of these to me so I can be able to figure them out, I guess.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, let me go ahead and just ask for this as well.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][POSITIVE] Yeah, if you can send me because it'll be because whatever you send me will I'll be able to go through it and I'll be able to read all the different things it covers, correct?
[AGENT][NEUTRAL] Yes, correct, yes, it's gonna be a really detailed information on what is covered, how we cover, what's the limitations and all that so you can just go over it and see if it's something you wanna keep or not. OK, so let me just go ahead and.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And the request for this one as well.
[CUSTOMER][NEUTRAL] Is there a statute of limitations on things if I go if I get this policy and look back and I had these some of these past things, am I allowed to, to, to um apply for them or what? How does that work?
[AGENT][NEUTRAL] Mhm. Yes, um, yeah, we don't have any timely filing limits. So as long as the policy was active during the time of service, then you can go ahead and submit claims.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you tell me what the um what my dates are on these?
[AGENT][NEUTRAL] OK, so the accident, all right.
[CUSTOMER][NEUTRAL] Like when do they start?
[CUSTOMER][POSITIVE] I'm sorry to make you do all this. I'm just trying to.
[AGENT][NEUTRAL] No, it's OK. I understand it's no problem, no problem. It's just it takes a little bit longer because it's an old policy, but it is fine. It's just fine. OK, um, so let's see. So this one has been in place and this is gonna be the first one, which is your accident policy. Um, the accident policy has been in place. A
[CUSTOMER][NEUTRAL] The B
[CUSTOMER][NEUTRAL] The the B.
[AGENT][NEUTRAL] The accident policy.
[CUSTOMER][NEUTRAL] Yeah, the B, right?
[AGENT][POSITIVE] The B. oh yes, the B. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, the be I got, I got sorry.
[AGENT][NEUTRAL] Yeah, OK. Yes. All right, so this one has been in place since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And um yeah, it's, it's been a while and let's see.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] And this other one was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, looks like somehow it was, uh, I, I think your mother is the one that got them for you or something like that. Um.
[CUSTOMER][POSITIVE] Wow, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so, yeah, that's why I was asking for her name just to confirm because I see her information here. But yeah, um, that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, mhm, yeah, so yeah, it's been in effect since that long. So yeah, I'll go, I went ahead and send that information over to customer service so we can go ahead and create a certificate and send that out to you, um, so it will be like 24 to 48 hours for us to create that and send it out. It will go out by mail, so you will get them within 5 to 7 business days, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, me too. I appreciate it a bunch.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Mr.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It