AccountId: 011433970860
ContactId: d22a2923-f47a-41c3-a4c8-00b80420db41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258339 ms
Total Talk Time (AGENT): 72363 ms
Total Talk Time (CUSTOMER): 94944 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/d22a2923-f47a-41c3-a4c8-00b80420db41_20250515T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling regarding a question on a cancer policy, trying to determine what may or may not be covered according to the policy.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I think it's here.
[CUSTOMER][NEUTRAL] Yes, uh, it is 02232624.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And you said your name was [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Can you verify the address on the policy?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then do you have a good callback number in case we are disconnected?
[CUSTOMER][POSITIVE] Well thank you for asking that. It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. Uh, it looks like, let's see.
[AGENT][NEUTRAL] OK, looks like the policy terminated [PII], is this gonna be for claims prior to that date?
[CUSTOMER][POSITIVE] Yes, it is, and that is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see what is covered.
[AGENT][NEUTRAL] I'm pulling that up. Um, anything I quote is not a guarantee of payment. It's a basic outline of your policy.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, so it looks like um under this policy, there's a benefit of 10,000 per 12 month period for radiation, chemo, immunotherapy.
[AGENT][POSITIVE] Um, there is a benefit.
[CUSTOMER][NEUTRAL] Yeah, and, and, and, yeah, and actually I can probably make it simpler. The, the question I have.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Is there benefit?
[CUSTOMER][NEUTRAL] To having biopsies performed to determine if or if there is not a cancer.
[CUSTOMER][NEUTRAL] I know, I know in the wellness claim form.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] There's a place where you can choose um biopsies, but I didn't know if there is a policy or a payout or um anything that addresses biopsies being performed.
[CUSTOMER][NEUTRAL] Um, on an individual to determine if there is a cancer or not.
[AGENT][NEUTRAL] OK, yeah, so for that,
[AGENT][NEUTRAL] just the biopsy itself, no, that would not be covered. Now, if the biopsy indicated cancer, then there's a first occurrence writer that pays a lump sum benefit based on that biopsy result. But the biopsy itself um is not a covered benefit.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, that was my question. Thank you for explaining it.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's, you've been very helpful, thank you.
[AGENT][POSITIVE] OK, thanks for calling [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.