AccountId: 011433970860
ContactId: d5088a50-6292-4092-8adb-9f23ea0f57f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 735659 ms
Total Talk Time (AGENT): 206266 ms
Total Talk Time (CUSTOMER): 128834 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/d5088a50-6292-4092-8adb-9f23ea0f57f1_20250110T20:55_UTC.wav
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[AGENT][NEUTRAL] Hey, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I have, I have the policy. I don't have the policy number you know my social security?
[AGENT][POSITIVE] Yeah, I can look it up with that for you.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Perfect, and give me a moment to pull that up. And how can I help you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Well, I'm asking.
[CUSTOMER][NEUTRAL] Understand my husband, he's [PII]. He's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] He's off the policy.
[CUSTOMER][NEUTRAL] If I understand.
[CUSTOMER][NEUTRAL] As long as it's it's accident, right?
[AGENT][NEUTRAL] That policy. Um, yeah, I can look into that for you and see if he's still on there. And would you be able to verify some information with me though real quick?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Perfect. Could you verify, Ms. [PII], your date of birth with me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And
[AGENT][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] And then what about that mailing address, Ms. [PII]?
[CUSTOMER][NEUTRAL] My address?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And if you could verify for me as well, please, your
[AGENT][NEUTRAL] Um, email and just the phone number.
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then just the phone number on file as well, my friend.
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] Thank you. Is that a good number to call back on if we were to get disconnected?
[CUSTOMER][NEUTRAL] Uh the same number.
[AGENT][POSITIVE] Perfect, thanks. And
[AGENT][NEUTRAL] And then your husband is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me a moment to look into that.
[CUSTOMER][NEUTRAL] And is this is for my accident policy?
[AGENT][NEUTRAL] Yeah, so the one I'm looking into is that accident, but you also have it looks like an intensive care and coronary care policy as well.
[CUSTOMER][NEUTRAL] Or not
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] You also have another policy with us that looks like an intensive care and coronary care policy.
[AGENT][NEUTRAL] Um, but the one I pulled up, the documents I'm pulling up right now are for the accident policy.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The accidents on there also.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And what's the other policy?
[AGENT][NEUTRAL] Um, it looks like.
[AGENT][NEUTRAL] Um, let me actually let me just pull up the document on that one too. Um, it says ICCC 3, which I believe stands for intensive care coronary care.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have 2
[AGENT][NEUTRAL] Um, but I will.
[CUSTOMER][NEUTRAL] Intensive care
[AGENT][NEUTRAL] Yeah, like an ICU or coronary care when you like an ICU that's just for your heart.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but I'll verify that's exactly what it means. I was just going off the little, um,
[AGENT][NEUTRAL] Initials on it. Yes, it is an intensive care coordinary care policy and
[AGENT][POSITIVE] Let me see. I'm so sorry. I just.
[AGENT][NEUTRAL] Let me get back into your accident policy real quick.
[AGENT][NEUTRAL] Miss [PII], would it be OK if I just put you on a brief hold while I read through this policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, perfect. I'll be right back with you, my friend, OK?
[CUSTOMER][POSITIVE] OK thank you bye
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] I know agent staff. Goodbye.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] Hey, I'm doing wonderful. I have an insured on the line who has questions about her husband aging out of her policy.
[CUSTOMER][NEUTRAL] OK, got you. OK.
[CUSTOMER][NEUTRAL] What is that number?
[AGENT][NEUTRAL] Yes, the policy number is 670,420.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, um, [PII].
[AGENT][NEUTRAL] Yes, and she verified everything with me. Um, she's wondering about her husband, he's [PII] now, if he's going to age out of the policy, and I am
[AGENT][NEUTRAL] I, I can't, I can't tell by reading the policy, sir, and I was told that you guys have like a spreadsheet that tells you everything.
[CUSTOMER][NEUTRAL] OK, that that's not true.
[AGENT][NEUTRAL] I don't know if that's true, but
[AGENT][NEUTRAL] A surgical spreadsheet.
[CUSTOMER][MIXED] I wish there was one, but I'm glad there's a policy out there at least.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Oh.
[AGENT][NEUTRAL] Someone's got it, uh.
[CUSTOMER][NEUTRAL] I see. OK. Yes, I can speak with her.
[AGENT][NEUTRAL] OK, perfect. And I did notice if it's any help, like if there's any, I did notice her ICU policy that they're after the age of [PII], their benefits reduced by 50%. So maybe that's what she's thinking of. I did see that there, but I just wanted to
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I didn't want to tell her something wrong. It's really, uh, I don't want to say your husband looks active and he's really gonna age out. It just hasn't been put in, so I'm gonna send her to you, and I'll introduce you. You said it was [PII], right?
[CUSTOMER][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Perfect. Thank you so much.
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Hi, Ms. [PII], are you still there with us?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hey there, so I actually, I was unable to find the answer, but I have Miss [PII] on the line and she's with our customer service department. She's gonna take over the call and she should be able to help you out, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much.
[CUSTOMER][NEUTRAL] Miss [PII] hi this is [PII], um.
[CUSTOMER][NEUTRAL] Now, I understand you, you're asking if your husband is going to age out of your accident policy.
[CUSTOMER][NEUTRAL] Yes ma'am. OK, I was just looking for that. I have not found that quite yet, so I'm still researching that, um.
[CUSTOMER][NEUTRAL] So it'll be just a second, hopefully.
[CUSTOMER][NEUTRAL] OK