AccountId: 011433970860
ContactId: d372203a-fc59-45d5-835a-f217913a47db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 662919 ms
Total Talk Time (AGENT): 228417 ms
Total Talk Time (CUSTOMER): 220011 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/d372203a-fc59-45d5-835a-f217913a47db_20250103T15:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, uh, I, I.
[CUSTOMER][NEUTRAL] I have a question. I have this policy I've had it since [PII], and I've never made a claim on it. Um, and I, my, I'm having, uh, surgery this month sometime.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I want to know what are my benefits? What, what, what, what can I make a claim on?
[AGENT][POSITIVE] I'm happy to take a look. Do you have your policy number?
[CUSTOMER][NEUTRAL] Hold on, hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I'm trying, I was trying to find it just now.
[CUSTOMER][NEUTRAL] Policy number is 01.
[CUSTOMER][NEUTRAL] 76
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] 34342.
[AGENT][NEUTRAL] All right, let me just pull this up here.
[AGENT][NEUTRAL] What is the first and last name on the policy?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, and [PII], let me repeat this number back I copied down. I had 01.
[AGENT][NEUTRAL] 764342. Is that correct?
[CUSTOMER][NEUTRAL] DNA.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Do you reside in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I'm just trying to find this policy. It didn't come up, unfortunately with that number. One second.
[AGENT][NEUTRAL] May I please have your date of birth?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] OK, thank you for that.
[CUSTOMER][NEUTRAL] [PII] or all [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, [PII], I believe I found you here. Can you just verify with me, please, the street address there in [PII]?
[CUSTOMER][NEUTRAL] Can I verify what?
[AGENT][NEUTRAL] Uh, the street, the, the street address?
[CUSTOMER][NEUTRAL] My what address?
[CUSTOMER][NEUTRAL] Oh, that I would not be living there now. I, is, is it [PII]?
[AGENT][NEUTRAL] No, it looks like it's a different one. It's in [PII].
[CUSTOMER][NEUTRAL] [PII], OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then we have an email address on file of [PII]. Is that still a good email for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] 10.
[AGENT][NEUTRAL] It looks like you have two different policies with us that I'm seeing. You have the intensive care.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then the the uh cancer. So you're having surgery and you wanna know if anything is covered on either of these policies, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] will be the food of the traffic here we go, [PII], you know the drill.
[CUSTOMER][NEUTRAL] They get a whole or something if you do that you'll add $10,000 to your wedding. Get ready. 254.
[CUSTOMER][NEUTRAL] The time starts now.
[AGENT][NEUTRAL] Alright. I'm just pulling up the policy for the critical illness here. Give me a second.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 8 hardware.
[CUSTOMER][NEUTRAL] for
[CUSTOMER][NEUTRAL] and
[CUSTOMER][NEUTRAL] These are the
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] You got it. Come on, uh, you got, um, I'll be.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] See you guys back next
[AGENT][NEUTRAL] OK, so the one policy for the
[AGENT][NEUTRAL] Um, the cancer looks like it has the heart attack and stroke, like if any of that was applicable, it would pay out a benefit amount. Um,
[AGENT][NEUTRAL] Those are the things under that and then any sort of cancer treatment. So if none of that is applicable to this upcoming surgery, I don't, that particular plan doesn't look like it would pay anything.
[CUSTOMER][NEUTRAL] OK. It, uh, has to do with vascular disease, so nothing out of that.
[AGENT][NEUTRAL] Yeah, it's just showing like if you had a diagnosis of like a heart attack or a stroke, you know, it pays out this like lump sum benefit. Um
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, does this, uh, cancer policy pay long care?
[AGENT][NEUTRAL] Does it pay what care I'm sorry?
[CUSTOMER][POSITIVE] he's correct.
[CUSTOMER][NEUTRAL] Long care service, you know, like.
[CUSTOMER][NEUTRAL] We have
[CUSTOMER][POSITIVE] Long care service.
[AGENT][NEUTRAL] Like hos like hospice care type stuff or just like if you had to have in-home care.
[CUSTOMER][NEUTRAL] If I had to have in the home care.
[AGENT][NEUTRAL] Um, I don't see anything on here about in-home care, no.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so it, it just pays for the diagnosis and
[CUSTOMER][NEUTRAL] Uh, medical.
[AGENT][NEUTRAL] If you had to have like radi yeah, like radiation, chemotherapy, immunotherapy, things of that nature.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the intensive care, just pay for you being in intensive care.
[AGENT][NEUTRAL] Yeah, so on the intensive care, I was trying to find the policy for that so I could.
[AGENT][NEUTRAL] Read off of it. I was having a hard time finding it here. Let's see.
[AGENT][NEUTRAL] So the intensive care does have, it looks like a hospital benefit. So if you're gonna be admitted into the hospital, it has a daily hospital benefit. It looks like a $325 that it would pay. So, any claims could be submitted towards that if you're gonna have to be staying. Um,
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the doctor states that I would have to stay in there 5 or 6 days, 77 days. So would it pay for that?
[AGENT][NEUTRAL] Yeah, I would pay 350 towards every day that you were in the hospital. So if you have um another major medical, I would let them know upon um going into the hospital that you have this other plan and you can provide them the policy number. Um, they can either bill us on your behalf or you can do it, whatever is easiest.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK, can I, uh, go back?
[CUSTOMER][NEUTRAL] And make a claim.
[AGENT][NEUTRAL] Mhm. So you can go back as long as the policy has been active.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So I can make a claim for a previous state that I had to pay.
[AGENT][POSITIVE] Mhm, yeah, absolutely.
[CUSTOMER][NEUTRAL] When I surgery, yeah.
[CUSTOMER][POSITIVE] OK. All right then, well, I think you have answered all my questions.
[CUSTOMER][NEUTRAL] Uh, I believe.
[AGENT][POSITIVE] OK, [PII], if you think of anything, yeah, I mean, if you think of anything else, feel free to call us.
[CUSTOMER][POSITIVE] OK then thank you so much you've been so kind.
[AGENT][POSITIVE] You're welcome. Take care.
[CUSTOMER][NEUTRAL] Uh