AccountId: 011433970860
ContactId: c5d734c2-4845-4190-b3a5-e39f2d16b20d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458730 ms
Total Talk Time (AGENT): 212382 ms
Total Talk Time (CUSTOMER): 155179 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/c5d734c2-4845-4190-b3a5-e39f2d16b20d_20250109T19:21_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] Hi, um, I'm trying to figure out, I'm going through my insurance stuff and.
[CUSTOMER][NEUTRAL] Do I, I show that I have a policy with y'all, but I don't have any other paperwork on this.
[AGENT][NEUTRAL] Oh, OK. Well, I can look and check for you.
[CUSTOMER][NEUTRAL] It says policy number 017.
[CUSTOMER][NEUTRAL] 838889
[AGENT][NEUTRAL] OK, may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And Ms. [PII], I do see a policy here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, the email address is [PII].
[CUSTOMER][NEUTRAL] The mailing address is [PII].
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] [PII], sorry I just had a little laugh. [PII].
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] And what was the other question you asked me?
[AGENT][NEUTRAL] Um, your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and hold on one moment, I'm just waiting for everything to pop up here. But I do see that this is a cancer policy. Um, it's been active since [PII]. Now for our cancer policies, there's no like ID card, but if you'd like, I can send you over a copy of like your policy um with like your schedule of benefits and what pays out to what.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] OK, I, I do, I don't send payments to this.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] This is, let me see, hold on one moment.
[AGENT][NEUTRAL] Looks like it's on automatic bank draft from First National Bank.
[CUSTOMER][NEUTRAL] OK, what is the, what is the uh payment amount?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] $83.70.
[CUSTOMER][NEUTRAL] And so how long does this.
[CUSTOMER][NEUTRAL] Uh, will this be paid for?
[CUSTOMER][NEUTRAL] I mean it's gonna continue to draft $83.70 until I.
[CUSTOMER][NEUTRAL] We have to use it or how does this work?
[AGENT][NEUTRAL] Um, until you, until it's canceled.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] I'm looking through your policy to see sometimes some of them have like an age limit, but
[AGENT][NEUTRAL] I don't believe that's the cancer policies. I'm just looking through the, the documents.
[CUSTOMER][NEUTRAL] Well this says cancer and heart attack slash stroke policy.
[AGENT][NEUTRAL] Mhm. So you have, so yes, so it's can it's it, well, the type is a cancer policy, but within the policy you've also added intensive care and then critical illness and that's where the like heart attack and stroke come in. So you have all three under that one policy.
[CUSTOMER][NEUTRAL] Is that not right?
[CUSTOMER][NEUTRAL] So it's, it's taken 8370 a month.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I, I'm just wondering if I, if I'm gonna need this because now I'm on Social Security and I have United Healthcare.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] If I had cancer or heart attack or stroke, that my UnitedHealthcare would pay.
[AGENT][NEUTRAL] OK, um, so I mean that's up to your discretion. This might not work for you now that you have the UnitedHealthcare.
[CUSTOMER][NEUTRAL] Because well, I guess the difference is this one is the life policy.
[AGENT][NEUTRAL] UnitedHealthcare.
[AGENT][NEUTRAL] Oh, this policy here.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Uh-huh, the ATL.
[AGENT][NEUTRAL] I mean, but if United Healthcare pays for the full
[AGENT][NEUTRAL] Balance
[AGENT][NEUTRAL] I mean, this policy would would still pay though.
[AGENT][NEUTRAL] Uh, um,
[AGENT][NEUTRAL] Well, I don't know how to advise you. That's, that's up to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm just, I, I'm.
[AGENT][NEUTRAL] You want me to send you the um policy documents so you kind of look over it and see what all it covers, maybe that will help?
[CUSTOMER][POSITIVE] Yes, that would be that would be great I appreciate it because I don't have any paperwork all I have is what I wrote down the customer service number, the, uh, policy number and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Y'all's address, but I have no paperwork backing this up.
[AGENT][NEUTRAL] OK. I will definitely um email that to you and hold on one moment. My screen just
[AGENT][NEGATIVE] Glitched on me.
[CUSTOMER][NEUTRAL] I gave you my email.
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Now the only uh because I was looking through the
[AGENT][NEUTRAL] Policy to see if there was a um like an age limit or anything. The only thing that I see about age is that when you turn [PII], the benefits decrease by 50%.
[AGENT][NEUTRAL] But, but I don't see anything as far as like the the policy would cancel or anything.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'll go ahead. Oh, I'm sorry.
[CUSTOMER][NEGATIVE] That's a shame that, that it decreases when you get older.
[CUSTOMER][NEUTRAL] You know?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I agree.
[CUSTOMER][NEGATIVE] They do this backwards.
[AGENT][NEUTRAL] Right, it should be less when you're younger and more for the possibilities when you're older.
[CUSTOMER][POSITIVE] Correct. Correct.
[AGENT][NEUTRAL] I can't say I don't agree. I'm an insured patient too, so I get it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] So I went ahead and I um emailed the um policy certificate to you so you can kind of take a look over it and it breaks the policy down in detail. Um, it'll also have your, your policy number and everything on there. Oh, but you already have that. Um, and then once you decide, um, however you need us to assist you, we definitely will.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] I appreciate your help you've been very kind and helpful.
[AGENT][POSITIVE] Well, you're welcome. Well, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll do it. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Well, thanks for calling APL. I hope you have a great day and happy New Year.
[CUSTOMER][POSITIVE] Thank you, thank you so much.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.