AccountId: 011433970860
ContactId: cdaecf67-8787-401a-afc8-1fd71e7d573f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202039 ms
Total Talk Time (AGENT): 45472 ms
Total Talk Time (CUSTOMER): 120394 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/cdaecf67-8787-401a-afc8-1fd71e7d573f_20250414T17:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] You see, this is [PII] from the care team. I was wondering if you can help me look at this policy.
[AGENT][NEUTRAL] Oh absolutely what's the policy number?
[CUSTOMER][NEUTRAL] 100,230.
[AGENT][NEUTRAL] Was it 100,230?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, is that [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, that's right, yeah, this is a really old policy and I'm talking she's died, she died in January, um, I've got her sister on the line who's the executor, which she's gonna be sending you information on that, um, so I'm trying to figure out though.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What all does this plan cover because she wants to submit bills.
[CUSTOMER][NEUTRAL] I see there's a daily hospital benefit for 150.
[CUSTOMER][NEUTRAL] Um, ICU 300 per day, radiation chemo, 10,000.
[CUSTOMER][NEUTRAL] Um, but
[CUSTOMER][NEUTRAL] I, I guess, is there anything else on this policy?
[CUSTOMER][NEUTRAL] Like life insurance?
[CUSTOMER][NEUTRAL] It's so old and I don't know.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Right, I don't think so, but I'm pulling up the back file right now, so give me a second, let me look at it.
[CUSTOMER][NEUTRAL] Yeah, and I'm looking at the back file too, and the only thing that confused me that I thought possibly there was some.
[CUSTOMER][NEUTRAL] Uh, possibly a life policy was
[CUSTOMER][NEUTRAL] Let's see what page it is. It's on page 2.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It had coverage applied for APL one.
[CUSTOMER][NEUTRAL] ICCCC to our.
[CUSTOMER][NEUTRAL] Under life insurance on number 5 of the 900/902.
[CUSTOMER][NEGATIVE] And I don't know. I assume that there's no life insurance on this because this lady, of course she's upset because the premium was $493 a month and she's like, uh, I'm gonna have my attorney get on this because why are you charging her so much for such a small policy? I'm trying to make sure that I've covered all the bases on what was what's actually available on here.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, intensive care writer.
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Sure, I'm not missing anything at all.
[AGENT][NEUTRAL] 400 and something that's not we were.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Cancer intensive care, other.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Trying to avoid um
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I mean she, I mean I.
[CUSTOMER][NEUTRAL] I miss anything so.
[AGENT][NEUTRAL] No, there's no life insurance, yeah, you, you were right when you told her.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK, just making sure, um, I just didn't miss anything. Sometimes these back files are hard to read because they're so old, but um.
[AGENT][NEUTRAL] Yeah they are yeah.
[CUSTOMER][POSITIVE] OK, OK, perfect. OK, well that's what I needed thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, no problem, uh huh bye bye.