AccountId: 011433970860
ContactId: c6ccdffe-4dfc-4a3e-9aa3-793f5ec252b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284010 ms
Total Talk Time (AGENT): 122554 ms
Total Talk Time (CUSTOMER): 77433 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/c6ccdffe-4dfc-4a3e-9aa3-793f5ec252b6_20250616T19:15_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII] and um I'm calling to check on my mother's policy and to see about her benefits because um she's gonna have to probably start using them.
[AGENT][NEUTRAL] OK, um, do you have her policy number?
[CUSTOMER][NEUTRAL] Yes I do. It is 521-738.
[AGENT][NEUTRAL] OK. Do you have her date of birth?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[AGENT][NEUTRAL] And you have the address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what information were you needing? I'll try to share. I, I can't share everything because I don't show you the um.
[AGENT][NEUTRAL] Having authorization on here, but um, what, how can I help?
[CUSTOMER][NEUTRAL] Well she's, she's right here. Mom, will you give them authorization to talk to me?
[CUSTOMER][POSITIVE] Uh, yeah, I give I offer day. Yes, OK. Is that good?
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] We're in a, we're in the hospital right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And I have a power of attorney over.
[AGENT][NEUTRAL] Let me pull up the policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, looks like, and this is not a guarantee of payment, it's a basic outline of the policy. So it looks like this is a heart disease, heart attack, stroke policy.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And with those diagnoses, um, it pays $100 per day in the hospital.
[AGENT][NEUTRAL] Um, and then, like there's also a benefit of 3000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A lump sum benefit. So we would need some type of documentation from the hospital that shows the diagnosis she's being treated for, and then, you know, what what services were being rendered.
[AGENT][NEUTRAL] Um, I can also send you a claim form too. I can mail that to your home address or to the home address or email you a claim form.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, my question is, this is, um, has to do with, um, Alzheimer's.
[CUSTOMER][NEUTRAL] Is that something that is part of this policy?
[AGENT][NEUTRAL] Um, this is specifically for.
[AGENT][NEUTRAL] Yeah, it has to be related to heart disease, heart attack, or stroke. It's the only three types of
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Diagnosis is that it would cover.
[AGENT][NEUTRAL] Is it specifically for that type of?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and if she has a stroke, does it provide long term care?
[AGENT][NEUTRAL] Uh, no, there's no.
[CUSTOMER][NEUTRAL] Benefits
[AGENT][NEUTRAL] There's no like long term care for like a long-term care facility. It's just a daily hospital benefit and then a one-time lump sum, lump sum benefit when diagnosed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that's only 3000?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Well, that answers my question. All right, well thank you very much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] 01 more question, do I need to be put on file as her um guardian?
[AGENT][NEUTRAL] Yeah, let me, um, let me send you an authorization to like so basically you'll just be able to speak on her behalf and um.
[AGENT][NEUTRAL] Basically like a HIPAA authorization um do you have an email I can send that to?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] OK, and that was [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, OK, I'll get that authorization to disclose information sent your way, um, just look out for just take me a few minutes, OK?
[CUSTOMER][NEUTRAL] OK, and I just email that back when it's done?
[AGENT][NEUTRAL] Yes, when she signed it, yep.
[CUSTOMER][POSITIVE] All right sounds good thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.