AccountId: 011433970860
ContactId: d0fdcf46-1458-41e7-9e21-195b282ed9a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 529400 ms
Total Talk Time (AGENT): 176434 ms
Total Talk Time (CUSTOMER): 168036 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/d0fdcf46-1458-41e7-9e21-195b282ed9a0_20250224T21:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII], um, and I have, um, a mutual client on the line, [PII], um, and we just have some questions about her policy.
[AGENT][NEUTRAL] OK. Do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII] does.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me get that for you. It is 403989.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, and Ms. [PII] is there?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, um, verify your date of birth and mailing address for me, please.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Address is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you have questions in regards to your policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, how much coverage does she have?
[AGENT][NEUTRAL] Uh I see.
[AGENT][NEUTRAL] Give me one moment just looking at the plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Uh, it kind of depends on the procedures like for chemo, radiation, immunotherapy. Um, this is not a guaranteed payment, just a verification of coverage. It pays up to $10,000 per calendar year for those treatments, um.
[AGENT][NEUTRAL] And you've been diagnosed with cancer?
[CUSTOMER][NEUTRAL] No, uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so is this just.
[CUSTOMER][NEUTRAL] Just for cancer?
[AGENT][NEUTRAL] Yes, ma'am. It's a cancer-only policy.
[CUSTOMER][NEUTRAL] OK, no, no, it's not a cancer only because I've got an intensive care policy as well.
[AGENT][NEUTRAL] Well, this policy is not a part of intensive care. Let me see if you see.
[AGENT][NEUTRAL] Yeah, and I'm sure you have an intensive care policy and an accident policy, but those are all different policy numbers.
[CUSTOMER][NEUTRAL] Let me see if it's got the same number on here.
[AGENT][NEUTRAL] But this policy number, uh, that was given, that's a cancer-only policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see what my other one is.
[CUSTOMER][NEUTRAL] OK, what about policy number 670501?
[CUSTOMER][NEUTRAL] 6
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I'm not sure what that number is, so I don't show it's a policy of ours. Are you showing that it's from APL?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Um, it was with.
[CUSTOMER][NEUTRAL] Boy yeah.
[AGENT][NEGATIVE] It's not with our company.
[CUSTOMER][NEUTRAL] Maybe that's something different.
[AGENT][NEUTRAL] We have a different company, yes ma'am, but it's not with us. But uh like I said, I do show you have a cancer policy and the number you gave initially and you have an intensive care plan like if you are in ICU or coronary care unit, it pays so much per day that you're confined in ICU.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And you have an accident-only policy.
[CUSTOMER][NEUTRAL] OK, um, and how much is she paying a month for this?
[AGENT][NEUTRAL] Uh, give me a moment.
[CUSTOMER][NEUTRAL] That
[AGENT][POSITIVE] Alright, give me one moment, let me do some handy dandy math.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh it looks like $50.09 and this would be.
[AGENT][NEUTRAL] Monthly.
[CUSTOMER][NEUTRAL] $50.09 monthly.
[AGENT][NEUTRAL] Yes, ma'am. That's for all three policies.
[CUSTOMER][NEUTRAL] For all three policies, so, um, you said the cancer only policy and then you have an accidental only policy, um, what was the third?
[AGENT][NEUTRAL] Yes, ma'am. Uh, critical illness or not critical illness, ICU.
[CUSTOMER][NEUTRAL] I see you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um
[CUSTOMER][NEUTRAL] So just so I'm I'm clear on this, so the, so each of these policies would only pay in the in um you said the ICU pays a certain amount of money per day correctly or correct?
[AGENT][NEUTRAL] Correct, per day that she's in, or if she was in intensive care or coronary care unit.
[CUSTOMER][NEUTRAL] Uh huh, um, and then the cancer only policy so that pays up to $10,000 a year?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For chemo, radiation, immunotherapy. Uh this is for if she is diagnosed with cancer and is receiving that treatment, it pays up to that per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, and then what about the accidental only policy?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] One moment I'm just pulling up the plan.
[AGENT][NEUTRAL] And accident policy pays um if she had a bodily injury um or accident.
[AGENT][NEUTRAL] Like going to the physician or ER for an accident or if um you had a dislocation or a fracture, it pays so much depending on the type of accident you had.
[CUSTOMER][POSITIVE] OK, I got you.
[CUSTOMER][NEUTRAL] Now I'm looking at one of my I'm looking at one of my papers and it's got a policy number of 403988.
[AGENT][NEUTRAL] That's the accident policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and so do these um policies.
[CUSTOMER][NEUTRAL] Um, ever terminate.
[AGENT][NEUTRAL] Uh, only if the insured wants to terminate.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] I didn't look like they are through a group.
[CUSTOMER][NEUTRAL] OK, um, and is there any type of um.
[CUSTOMER][NEUTRAL] Um, like cost increase or has it always been this, um, this 5009?
[AGENT][NEUTRAL] Uh, I don't show it increased or anything. It just, uh, look like that's just the way it was, yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I got you alright well I think.
[CUSTOMER][NEUTRAL] I think those are all the questions I have for you, um, [PII], do you have any anything else?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, no, I'm fine.
[AGENT][POSITIVE] OK. Well, I thank you for calling APL. You have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] Yes, ma'am. You're welcome.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Um bye.