AccountId: 011433970860
ContactId: d07ee6b5-8ee7-4f8b-92cc-603f6335c777
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 55209 ms
Total Talk Time (AGENT): 17851 ms
Total Talk Time (CUSTOMER): 40992 ms
Interruptions: 1
Overall Sentiment: AGENT=4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/d07ee6b5-8ee7-4f8b-92cc-603f6335c777_20250103T16:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling or good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm just fine, thank you.
[CUSTOMER][NEUTRAL] Glad to hear it. Uh, I just had a quick question for you. I'm 99% sure I know the answer to this, but just for good measure, um, I have an insured on the line with a cancer policy. She had a biopsy done, um, surgery that resulted in, of course, it was not cancer. Um, she was believing it would be covered under the outpatient surgical benefit, but everything I see in the policy except for that section states that if it resulted in them not being diagnosed with cancer, it would not be covered.
[AGENT][NEUTRAL] Correct. And there's no benefit payable if it is not a positive diagnosis of cancer.
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] That's what I thought.
[CUSTOMER][POSITIVE] That's what I thought. OK, OK, I appreciate you verifying that. Thank you. OK, bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.