AccountId: 011433970860
ContactId: c89549f4-7c90-4bed-a711-121fe95093f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 524140 ms
Total Talk Time (AGENT): 174283 ms
Total Talk Time (CUSTOMER): 217746 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/c89549f4-7c90-4bed-a711-121fe95093f8_20250114T19:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling Eli [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got, um, hey, good, I've got Ms. [PII] on the phone. Her policy number is 597001.
[AGENT][NEUTRAL] Hi [PII], how are you doing?
[CUSTOMER][NEUTRAL] Her and I have spent the last 15 minutes looking at her policy, her certificate, that's it on base.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it does say something about her [PII] birthday, but it doesn't state what?
[CUSTOMER][NEUTRAL] And she's just needing help with that. Does it cancel at [PII]? Does it the premium go up?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It, it's not being specific.
[AGENT][NEUTRAL] Uh, I think it's.
[AGENT][NEUTRAL] I think it canceled. I had, I wonder if it's this one I had before. Let me see.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] And I have verified all of her information for her um policy.
[AGENT][NEUTRAL] Uh, let me go ahead and get a callback number and I can go and help, but I think it does cancel after [PII], you know, where did it go? Yes. What's a callback?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] OK, you can go and send it through.
[CUSTOMER][POSITIVE] OK, thanks. You have a good day and
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Good afternoon. Thanks for calling AP. It's [PII]. Am I speaking with Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, you are, and who am I speaking with?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you today?
[AGENT][NEUTRAL] I'm doing just fine, and yourself?
[CUSTOMER][NEUTRAL] I'm OK. I'm OK.
[AGENT][NEUTRAL] The rep stated you had a question about um.
[CUSTOMER][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Your ICU policy.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, it's the it's the um intensive care part of the policy we have the cancer policy and then the intensive care.
[CUSTOMER][NEUTRAL] Um, and my question was, because I can't understand it.
[CUSTOMER][NEUTRAL] On the benefit provision. Is there a time limit on that, [PII], like, and not time, age limit?
[AGENT][NEUTRAL] Yes, I believe it is, and I think that's the reason why they, um, your husband was counseled um about 4 years ago when he turned [PII]. Um, so, let me go on here.
[CUSTOMER][NEUTRAL] Well, I just turned [PII].
[AGENT][NEUTRAL] Yeah, I, I see that. So, um, so they're more than likely gonna, um,
[AGENT][NEUTRAL] Cancel yours as well. Were you wanting to send something in because you're in ICU or?
[CUSTOMER][NEUTRAL] Oh no, no, I was just going through my, through my folders and of course I have the two, the cancer and the, the um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Intensive care and coronary, that also would include then the coronary care that's nonexistent anymore.
[CUSTOMER][NEUTRAL] In your understanding?
[AGENT][NEUTRAL] I'm just looking in the policy to see where um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it's on page 5.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No no.
[AGENT][NEUTRAL] If you so.
[CUSTOMER][NEUTRAL] I see, I couldn't understand that that number 2 there the benefit provision following your 7, OK.
[AGENT][NEUTRAL] OK. So basically what it's saying is, is that um it will pay that ICU benefit um.
[AGENT][NEGATIVE] Before you turn [PII], but like I said, I think, um, like I said after it doesn't pay anything like I said because I had a policy something like this a couple of months ago and the member had already turned it and um they canceled it. Um, hold on one second me pay this one. It's less than.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm just verifying that, so give me one second.
[CUSTOMER][NEUTRAL] That's, that's fine.
[CUSTOMER][POSITIVE] I appreciate your help.
[AGENT][POSITIVE] Uh, no problem.
[CUSTOMER][NEUTRAL] Are you in [PII]?
[AGENT][NEUTRAL] No, ma'am. I'm a remote employee, so I actually live in [PII].
[CUSTOMER][NEUTRAL] Oh, remote, OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] That word canceled is kind of sobering. You're canceled cause, cause you're [PII]. I mean, help me here.
[CUSTOMER][NEUTRAL] Cancel.
[AGENT][NEUTRAL] You know, I said, this, uh, and I say that because looking at, um,
[AGENT][NEUTRAL] When your husband was taken off and like
[CUSTOMER][NEUTRAL] When my husband, uh-huh. Does, does that mean, let's say, so it's guaranteed renewable till you're [PII]. Does that mean you can't renew it at all after [PII] without maybe, I mean, it's just non-existent after that, you can't change premiums or anything like that, [PII]. I'm just curious.
[AGENT][NEUTRAL] Yes, because I'm like I'm even looking back from my note from [PII] when he was saying I just sent, um, it expires after that age, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah, that's what that means like I'm looking, I see the note from when they took him off and that's what it showed on here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK. So apparently they just uh can't fool you. Excuse me. I just, I'm, I'm looking at my husband now. We, we are both.
[AGENT][NEUTRAL] Yeah, like I said, I mean, but if you, um, but yeah.
[AGENT][NEUTRAL] Yeah, but like if you just say if you were in ICU before that time frame, it will still be covered, um, but anything.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] So anything since so, yeah, so since you turned [PII] in December, um, we wouldn't pay anything after that time frame.
[CUSTOMER][NEUTRAL] After that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I've, I've canceled.
[CUSTOMER][NEUTRAL] OK. Oh, I'm gonna, I'm, I'm looking at my husband now, he's canceled. So I can just then, I mean, that policy is no longer in existence, is that correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. The cancer policy was guaranteed renewed, I guess, is, is what that one was, but the intensive care policy is gone.
[AGENT][NEGATIVE] Care one is not.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, OK, that, that's what I wanted to know. I, I would like I said, I was just cleaning up my folder and I just wanted some clarification. I wanted some understanding of just exactly what I was going to throw away or what I was going to keep. So I'm just, I'm gonna throw this away.
[AGENT][NEUTRAL] All right, no.
[AGENT][NEUTRAL] All right, no problem, Ms. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, no, and I do appreciate your help, [PII]. Thank you so much.
[AGENT][POSITIVE] Alright, no problem. Well, thanks for calling A. You have a wonderful day. uh-huh.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] Uh-huh.