AccountId: 011433970860
ContactId: cdb19702-4740-427a-a0e3-947c52911164
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463320 ms
Total Talk Time (AGENT): 185038 ms
Total Talk Time (CUSTOMER): 119896 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/cdb19702-4740-427a-a0e3-947c52911164_20250617T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And it's [PII] and I um just need to see if I can get the different coverages that I have with your company and the dates that they um were activated.
[CUSTOMER][NEUTRAL] I should have several
[CUSTOMER][NEUTRAL] Different policies with you.
[AGENT][NEUTRAL] OK, so you want me to just take a look at those policies and let you know um their effective dates?
[CUSTOMER][NEUTRAL] Yes ma'am, the the different policies that I have and the effective dates of those policies please.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely I could take a look at that for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's um [PII].
[AGENT][NEUTRAL] Thank you and then do you have uh one of those policy numbers?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. I can give you my social.
[AGENT][NEUTRAL] Sure, that's fine.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then I just gonna verify some information really quick. Uh, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Get what?
[AGENT][NEUTRAL] Uh, your date of birth, please?
[CUSTOMER][NEUTRAL] Oh, I didn't hear you. uh [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address we've got on file for you. uh, looks like it might be through your employer.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying all of that. OK, so you do have three policies with us. You have, um, they are all currently active, so you've got a cancer policy and that effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you've got an intensive care and coronary care policy. Uh, that effective date was also [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you've got a hospital indemnity.
[CUSTOMER][NEUTRAL] What did you say that one was called? What did you say? I'm sorry, what did you say that last one was called?
[AGENT][NEUTRAL] Um, sure, how.
[AGENT][NEUTRAL] You're fine uh intensive care or coronary care is that one is that the one you mean?
[CUSTOMER][NEUTRAL] Is that one policy?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is it OK.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] OK, and then the last one is a hospital indemnity medical plan.
[AGENT][NEUTRAL] And that effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, just a second, let me see here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And you said that was um
[CUSTOMER][NEUTRAL] Hospital and, and general plan.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] In [PII], OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like, um, I know sometimes some of them, those are the different.
[CUSTOMER][NEUTRAL] Are those riders on the cancer plan or they're just 3 separate plans?
[AGENT][NEUTRAL] No, ma'am, those are 3 separate policies.
[CUSTOMER][NEUTRAL] OK, um, and there's no riders on any of those other plans?
[AGENT][NEUTRAL] Um, I could take a look. Give me just a moment. Let me take a look at the.
[CUSTOMER][NEUTRAL] Any of those planned.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cancer policy first.
[AGENT][NEUTRAL] OK, so the cancer policy also has um a critical illness writer.
[AGENT][POSITIVE] Which also has benefits for um heart attack and stroke.
[AGENT][NEUTRAL] So like a lump sum benefit uh if either of those were to occur.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, any other other ones?
[AGENT][NEUTRAL] Let me take a look one moment.
[CUSTOMER][NEUTRAL] Have a rider.
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so your hospital indemnity does, it's got, let's see.
[AGENT][NEUTRAL] Emergency accident rider. There's also an intensive care and coronary care writer on the hospital indemnity policy.
[AGENT][NEUTRAL] You've, uh, excuse me, outpatient sickness benefit writer, wellness and diagnostic benefit.
[AGENT][NEUTRAL] OK, yeah, those are gonna be the only riders on the hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK, can we go over that again please?
[AGENT][NEUTRAL] Of course, OK.
[CUSTOMER][NEUTRAL] The hospital and then we have what?
[AGENT][NEUTRAL] Yes, um, so it's emergency accident writer.
[AGENT][NEUTRAL] This one also has an intensive care and coronary care benefit rider that is separate from your actual intensive care coronary care policy so it's just additional benefits for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you've got an outpatient sickness benefit router.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And a wellness and diagnostic benefit rather.
[CUSTOMER][NEUTRAL] Just a second, let me see here.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Intensive care.
[CUSTOMER][NEUTRAL] And coronary.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you said uh.
[CUSTOMER][NEUTRAL] What was the other one? Intensive care and coronary rider.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I got the emergency rider, the intensive care for and they riding, and what's the other one?
[AGENT][NEUTRAL] After that one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am. Uh, there's two others, um, outpatient sickness benefit rider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then wellness and diagnostic benefit rider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And all of these um were established in [PII].
[AGENT][NEUTRAL] Um, for the medical, the hospital indemnity, yes, the others were in [PII].
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK ma'am, I think that's all I need to know at this time.
[AGENT][POSITIVE] OK, sure, yeah, let us know if you have any other questions. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. Mhm. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.