AccountId: 011433970860
ContactId: c393a9a1-6e2d-40eb-af63-d5fa26bb04a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405480 ms
Total Talk Time (AGENT): 97132 ms
Total Talk Time (CUSTOMER): 109015 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/c393a9a1-6e2d-40eb-af63-d5fa26bb04a6_20250225T16:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, I am calling. I have a critical illness, um, uh, policy with you folks, and I'm trying to understand. I am due to have some back surgery next week, and I didn't know if there was anything within that critical illness, um, thing that would help cover anything.
[AGENT][NEUTRAL] OK, well, I can take a look at your policy and see if there's any um benefits for um back surgeries or particular to the back. Um, Ms. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Absolutely [PII] and honestly I'm not 100% sure of my policy number to tell you the truth.
[AGENT][NEUTRAL] Oh, it's OK. Um, I can look the policy up with your social.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. It's um [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to pull up here.
[CUSTOMER][NEUTRAL] Oh, that's fine.
[AGENT][NEUTRAL] Here we go. And you said critical illness illness. Here it is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I'm actually to the point where I can hardly walk because of this. So I'm hoping this surgery will fix things, but I didn't know if there was any benefits that I could use or, or anything like that.
[AGENT][NEUTRAL] Let me see. OK, so I have your policy pulled up here and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I'm sorry, you asked for my phone number first, right? [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] What was the last thing you asked for, honey? I'm so sorry.
[AGENT][NEUTRAL] Oh, it's OK, your email address.
[CUSTOMER][NEUTRAL] Oh my, it's my name [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, let me look for bags, bags, bags, bags, but I don't see nothing but a back.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So I was just looking through the um policy certificate for your um critical illness policy. So there wasn't anything in particular to backs. This is more of like um
[AGENT][NEUTRAL] If you're ever diagnosed with like Alzheimer's or Parkinson's or um have like a brain tumor or lose hearing or speech, that type of thing, not really particular to surgeries, more so diagnosis of different illnesses.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK. OK. I just, I, I didn't know, but I wanted to follow up with that. Um, I also have, what's the other policy I have? Oh, accidental, and that would have nothing to do with this cause this, this wasn't an accident. It just, don't get old, I guess I should tell you.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][POSITIVE] So, OK, I just wanted to check and see, um, and I appreciate your time, um, and you have a good
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] You have a good rest of your day, OK?
[AGENT][POSITIVE] You also, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's fine, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.