AccountId: 011433970860
ContactId: d36f72f3-c20e-4e80-9cb4-12f90d6d9982
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 515929 ms
Total Talk Time (AGENT): 287031 ms
Total Talk Time (CUSTOMER): 204340 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/d36f72f3-c20e-4e80-9cb4-12f90d6d9982_20250113T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII], and I have, well, my husband and I have a cancer policy and he has been diagnosed with cancer. Um, I pulled a cancer claim form off the internet, so I've got that, um, that I mail in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And benefits would be paid from the, give me the let me, I have two different policy numbers and the policy is so old that I think the numbers changed at one point in time, um.
[CUSTOMER][NEUTRAL] But I wanna make sure I get the correct number on the claim form. Um, this is right here I have policy number 100521.
[AGENT][NEUTRAL] Sure. OK.
[AGENT][NEUTRAL] OK, I will get that pulled up and we can verify uh which is the correct one. [PII], before I do, uh, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] I'm sorry, that policy number you gave me that was 100521?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK just a moment.
[AGENT][NEUTRAL] your last name is [PII], I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry, what now?
[AGENT][NEUTRAL] What was your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what was your husband's name?
[CUSTOMER][NEUTRAL] It's under [PII].
[AGENT][NEUTRAL] OK, OK. So yes, this is for [PII]. I don't see you listed under this policy, [PII], just [PII], um.
[CUSTOMER][NEUTRAL] Oh really? OK, well, it's for him, so that's good, but it was I thought it was supposed to be family coverage. hang on a minute.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is, it says that family coverage.
[AGENT][NEUTRAL] Bear with me just a moment, let me take a look at that.
[AGENT][NEUTRAL] Well, before I do, um, let me go ahead and verify some of this information. Do you have [PII]'s date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] That is not what we've got.
[CUSTOMER][NEUTRAL] You know what, let me look on this thing.
[CUSTOMER][NEUTRAL] This is a policy that's extremely old, um.
[AGENT][NEUTRAL] I see that.
[CUSTOMER][NEGATIVE] Yeah and let me see what they had put on here because I thought I saw something that wasn't correct.
[CUSTOMER][NEUTRAL] Oh, no, 7657.
[CUSTOMER][NEUTRAL] Uh, and then I'm look at this policy number, look at um A 0002467.
[CUSTOMER][NEUTRAL] This is the oldest policy number that I have.
[AGENT][NEUTRAL] OK, that was A 0002467?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, bear with me just a moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me, I'm sorry, so that's essentially the old policy number. It is the same.
[AGENT][NEUTRAL] In the policy, um, so the old policy number was, um.
[AGENT][NEUTRAL] 980002467 it just kind of got revamped to match our new system so both policy numbers are technically correct um I would say the 100521 is just going to be easier but they're essentially the same policy so so I know that's a bit confusing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, yeah, and this was the older policy number, the A 000 number, it has family coverage description, family coverage.
[AGENT][POSITIVE] Interesting. OK, give me just a moment, let me look at that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh my goodness, I don't see really any updates since.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] March, um, let's see, is [PII] available that I could speak with him, [PII]?
[CUSTOMER][NEUTRAL] He is not, he is at the hunting camp.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so the, the reason I ask is that since you're not listed here I would have to speak with [PII] verify his information, um, we'll get that figured out too as to what happened to you being on there um and then of course getting his date of birth changed as well we would absolutely need to do that because what we've got is totally different, um, I'd also not.
[CUSTOMER][NEUTRAL] Really, is that what is it? It's not, is it [PII]?
[AGENT][NEUTRAL] No, ma'am, um, I, what it looks like, um.
[AGENT][NEUTRAL] It might have been input wrong because it does seem to kind of match the effective date of the policy. The year is different, um, but the effective date is, it's kind of similar to that so I think it might have just been in the.
[AGENT][NEUTRAL] Steak
[AGENT][NEUTRAL] Excuse me, but we do definitely need to change that. Um, also, since you're not listed, I'm not able to really go in depth as to what policy does and does not cover things like that. I will tell you though, with any kind of cancer policy, um, did you say he was just diagnosed recently?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, first and foremost we need the pathology report before anything else awesome. OK, so we wouldn't be able to do anything else without that so that's number one, outside of that, um, well your original question which policy number to use you can use either one again I would use the 100521 just for simplicity's sake. I think that would be easier.
[CUSTOMER][NEUTRAL] I've got that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, what time do y'all close? I mean, I'm at work right now.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, but it, I.
[AGENT][NEUTRAL] Um, we're open from [PII] Central time every day, or, um, excuse me, Monday through Friday.
[CUSTOMER][POSITIVE] OK, OK, I get off at [PII], maybe I can get home in time to get this, you know, we could call you back.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because I've got the policy in front of me and he's, he's not gonna know what, you know, he needs that in front of him if he's got to talk to y'all.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Of course yeah it's really just since he's the only one listed we do have to get his permission and then of course you know um see what we can do about you being on there I'm not quite sure I don't see any record of that um and of course he getting his date of birth changed absolutely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, good deal, so we will call back. Is there a different number or do I just need to call back and get on hold for a while?
[AGENT][NEUTRAL] Um, this is our best number. It's [PII]. We are a little bit busier today, I think just because it's Monday and the weather is actually dying down, so people are getting business taken care of, um, but we might not be quite as busy by the time that you call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and if you are, it'll be next week because he'll be at the hunting camp, so I will.
[AGENT][NEUTRAL] OK, I understand.
[CUSTOMER][POSITIVE] Get back with you then. OK.
[AGENT][NEUTRAL] Sure I'll go ahead and make a note that you called um so whoever you get with next will kinda have an idea of what's going on.
[CUSTOMER][NEUTRAL] OK, OK, and the first, the first, the older policy that I gave you that a da da da, you did see family coverage on that, didn't you?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, uh, again, what I see is with our new system, um, what I'm curious about is, uh.
[AGENT][NEUTRAL] Pulling up the original policy to see that but in our system it shows me both so I think what they did um that old policy number must have been with their old system or maybe even before they used computers really um so what I'm seeing is both of these policy numbers associated with the same thing if that makes sense.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Probably.
[CUSTOMER][NEUTRAL] OK, that's fine. That is fine. And I've got the original policy right here that says, uh, coverage description, family coverage, daily hospital benefit for 60 days, 61st, specified deed, disease intensive care writer, which we haven't had any of that stuff. It was just a uh day thing, you know, they went in and did a biopsy and everything. So, um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Right, we'll definitely go and see what's going on with that cause it's paying for family, obviously ought to have family coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Exactly. OK, good deal. I will touch base with you. No, ma'am, that's it. Thank you very much.
[AGENT][NEUTRAL] All right, did you have any other questions for me, [PII]?
[AGENT][POSITIVE] Alright, sorry there wasn't work with you to help at the moment, but yeah, definitely give us a call back when you can.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright thank you bye bye.
[CUSTOMER][POSITIVE] Alright, alrighty, bye bye.