AccountId: 011433970860
ContactId: c8473e90-1dec-4762-b228-d9fcbfac7141
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286459 ms
Total Talk Time (AGENT): 66039 ms
Total Talk Time (CUSTOMER): 75786 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/c8473e90-1dec-4762-b228-d9fcbfac7141_20250331T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I have a question about my wife's cancer policy.
[AGENT][NEUTRAL] OK, I can help you with that. Um, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you by chance have the policy number on that?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] 005488778
[AGENT][NEUTRAL] And are you just wanting to know about some of the benefits or?
[CUSTOMER][NEUTRAL] Yes, is there a life insurance component to that?
[AGENT][NEUTRAL] Um, I don't think so. Let me double check.
[AGENT][NEUTRAL] Can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh.
[AGENT][NEGATIVE] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Gosh.
[AGENT][POSITIVE] OK, sorry, so sorry about that. Thanks for holding. Um, is that the
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] I do not see a life insurance component. Um, it basically has like, this is not a guarantee of payments basic outline of the policy. There's a daily hospital benefit, a first occurrence benefit.
[AGENT][NEUTRAL] Chemo and radiation.
[AGENT][NEUTRAL] And then intensive care.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, all related to cancer. And the reason I'm asking is she passed away a few weeks ago.
[AGENT][POSITIVE] OK, I'm sorry.
[CUSTOMER][NEUTRAL] And her company her company pays this of which she is an owner, so I'll let them officially notify you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of this, um, I think she paid her premium recently, um, and the reason I was calling is, lo and behold another health insurance policy sent me a letter and saying, oh by the way, here's a small life insurance premium and I was just like.
[CUSTOMER][NEUTRAL] Well that's nice but you know I didn't know anything about it so I thought I'd just double check with you guys on yours.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Um, let me see, let me make sure I don't have anything else.
[AGENT][NEUTRAL] Yeah, this is the only policy I showed that she had, so.
[CUSTOMER][NEUTRAL] Yeah, and I, I knew she, I knew she had it and her mom had it before, but uh I didn't think there was a life insurance component.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] That's, that's all I needed to know.
[AGENT][NEUTRAL] OK, OK, well.
[CUSTOMER][POSITIVE] Nope, that'll do it. Thank you. All right. All right. Bye.
[AGENT][POSITIVE] Thank you for calling.
[AGENT][POSITIVE] Have a good day.
[AGENT][NEUTRAL] Bye.