AccountId: 011433970860
ContactId: d52eebb6-d8a2-45eb-b8fc-f0b66654fcbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 773130 ms
Total Talk Time (AGENT): 330405 ms
Total Talk Time (CUSTOMER): 259239 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/d52eebb6-d8a2-45eb-b8fc-f0b66654fcbf_20250609T15:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII], and I got a letter in the mail Saturday saying my policy and it's 459-726 is gonna be going out.
[CUSTOMER][NEUTRAL] And um I want to find out about it because I don't, I'm gonna tell you, I honestly don't remember what all it does because it took it several years ago.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I can definitely help you.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and the 459-712-6, that was the policy number?
[CUSTOMER][NEUTRAL] Uh, it's 459-726.
[AGENT][NEUTRAL] 0, 726. OK, hold on one second.
[AGENT][NEUTRAL] All right, and I have it here, Ms. [PII], can you verify your date of birth, the mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's [PII]. It's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] So let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you mind if I place you on just a brief hold? I'm just looking at the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 1234567.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] 459-726.
[AGENT][NEUTRAL] No, this one.
[AGENT][NEUTRAL] Wanna do
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, thanks so much for holding. OK, so I do see that this, um, the intensive care policy has a um anniversary. So on your [PII] birthday, it looks like um that policy expires. Um, so it will be effective until [PII]. Um, what questions did you have about this policy because you have another one too.
[CUSTOMER][NEUTRAL] I have another one too.
[AGENT][NEGATIVE] Yes, ma'am, it looks like this one, I believe it's a cancer, yes.
[CUSTOMER][NEUTRAL] What's the other one?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] But I think
[CUSTOMER][NEUTRAL] OK, I didn't, I wanna tell you something. The way I wrote it down was that was my cancer policy, the premium was. I didn't know, I didn't even think about this, this, uh, intensive care. I wanna know, I was in intensive care couple of years ago through, can I go back and get that thing and file it on this?
[AGENT][NEUTRAL] Yes, as long as your policy was active on the data service, you can file the claim at any time.
[CUSTOMER][NEUTRAL] OK. And it, what is it, what it was, let me tell you what it was. I was in there for a pacemaker. I, I had emerged, in fact, when I got to the hospital, my heart rate was 25, 20. It got, it was 25 when I left my house at 20 when I got to the hospital.
[CUSTOMER][NEUTRAL] So they had to do emergency and I stayed in there in intensive care that night and they had the next day they put a real pacemaker in. But anyway, I, does it cover just the intensive care part or is it, does it cover any of the other part?
[AGENT][NEUTRAL] Let me see, hold on one second.
[AGENT][NEUTRAL] Let me see what I'll do.
[CUSTOMER][NEUTRAL] I'm sorry, I just don't remember.
[AGENT][NEUTRAL] Oh no, you're fine. That's what we're here for.
[AGENT][NEUTRAL] And all the information provided is a verification of benefits, not a guarantee of payment. Let me see what uh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it's just for the intensive care unit. Um, the policy will pay up to $600 a day, up to 30 days per calendar year.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] So yes, you can still do that.
[CUSTOMER][NEUTRAL] Well I'm gonna, I'm gonna get that.
[CUSTOMER][NEUTRAL] Uh, it'll be, uh.
[CUSTOMER][NEUTRAL] I might have it, but I don't think I do, but I'm gonna call the hospital and get him to send me a copy and I can send it to this address, but I don't have an address, um, I don't think.
[AGENT][NEUTRAL] I can give it to you.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] No, um, let me give you the claims. That is one of our PO boxes, but it's not for claims, that's just like for payments, you know, uh, your monthly payments and things, um, but our claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, see, that sounds good.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all right. I'm sorry.
[AGENT][NEUTRAL] Oh no, you're fine. Our claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Now, I got one more question. I hate to keep bothering, but, uh, with this policy going out, would there be a difference in my premium now?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Well, this policy is closed altogether, so the, um, so there is no premium.
[CUSTOMER][NEUTRAL] Yeah, but
[CUSTOMER][NEGATIVE] I'm paying $40 something dollars a month. Is that for the just the cancer?
[AGENT][NEUTRAL] Well, up until [PII], the policy is still active, so no, you were paying for both, but once the [PII] comes, then you won't have one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] But I'll have my cancer policy, right?
[AGENT][NEUTRAL] Right, you'll still have it. Well, hold on, let me check the cancer policy.
[AGENT][NEUTRAL] Because I was looking at intensive care. Hold on one second.
[CUSTOMER][NEUTRAL] I'm sorry, I didn't, I didn't know that was how it works.
[AGENT][POSITIVE] No, ma'am. There's no problem at all. Hold on one moment.
[AGENT][NEUTRAL] Is this one.
[AGENT][NEUTRAL] On the cancer policy, it has a termination date of [PII] of this year as well.
[CUSTOMER][NEUTRAL] Oh really?
[CUSTOMER][NEUTRAL] I didn't know that.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] So I'm glad I talked to you because I thought it, I thought it as long as I pay the premium on that I had it, but
[AGENT][NEUTRAL] Let me double check with um
[AGENT][NEUTRAL] Let me double check with customer service on that one because um in the system it's still showing active, of course, because the [PII] isn't here yet, but if there is an error and they can go ahead and because customer services department that continues and terminates the policies and everything. So if it can be um like if this is just an error here because they were fixing the other one, we can fix that or if this truly is a termination date, they'll let you know next steps of what we can do.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, but before I transfer you over to customer service, was there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] I don't think, let me ask this, the, the, when I called the hospital and get a copy of that um records from the, where I was in the hospital, is it just, I just mailed that court where it shows I was in intensive care, all I have to do is send it in.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right, just the itemized billing from the day, you know, the days that you were in, um, intensive care, I would just ask them for the universal bill. It's called a UBO4 form and it will show all the days you were there, the admission date, the discharge date, time, and all the codings.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will ask the UBO4. I wrote it down because I might not.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Oh, I appreciate your help. I'm sorry, I'm old and can't remember all these things, but that's all right. I'm thankful for everything.
[AGENT][POSITIVE] That's not a worry at all.
[AGENT][POSITIVE] If you think of anything else that you need us, make sure you give us a call. We'll be more than happy to help.
[CUSTOMER][POSITIVE] Thank you so much and you have a blessed day.
[AGENT][POSITIVE] You're welcome. You also, and thanks for calling APL.
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] And you're gonna send me over to customer service, right?
[AGENT][NEUTRAL] Yes, ma'am. Hold on one moment.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][POSITIVE] Good morning thank you for calling APL this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you doing?
[CUSTOMER][NEUTRAL] Hi [PII], I'm fine. How are you?
[AGENT][NEUTRAL] Hey, I'm doing good. I have an insured on the other line. She has an intensive care policy and a cancer policy. The intensive care, uh, I guess it's terminated because she turned [PII], but it looks like the cancer did too, but she wants to keep the cancer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] Um, well, let me see. The intensive, does it matter which one or just give you one?
[CUSTOMER][NEUTRAL] Um, just give me one fine.
[AGENT][NEUTRAL] OK, it's 459-726. That's the intensive care.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's the cancer, OK, so yeah, you said the cancer was canceled?
[AGENT][NEUTRAL] Well, it says active, but I see the, the um
[AGENT][NEUTRAL] No, it's not canceled. It's active, but it still has that pay to date. Mhm.
[CUSTOMER][NEUTRAL] Mm. Yes I.
[CUSTOMER][NEUTRAL] The pay date is [PII], so she's not termed yet, she's paid up to 626.
[AGENT][NEUTRAL] OK. So her cancer is not lapsing. It's just the same pay to date and the other one is lapsed.
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Right, exactly, mhm, yeah, um, we're gonna be drafting for her cancer policy on the [PII] of this month.
[AGENT][NEUTRAL] OK, I could tell you that.
[AGENT][NEUTRAL] OK. When I saw the two dates, I was like, wait a minute, let me ask somebody. OK.
[CUSTOMER][NEGATIVE] OK, mhm, no, uh no.
[CUSTOMER][POSITIVE] No, ma'am, no, it's still active. It's fine. You're welcome, dear. Have a good day, [PII].
[AGENT][POSITIVE] All right. Thank you, [PII].
[AGENT][NEUTRAL] All right. You too. Bye-bye.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, thanks so much for holding. After I talked to the customer service rep, so your cancer policy is still active and it's not being terminated. It's just paid up until [PII], and then we'll draft for next month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and will be the same it doesn't go down when they um.
[CUSTOMER][NEUTRAL] Intensive care unit is not on there?
[AGENT][NEUTRAL] Right, the cancer policy premium is gonna stay the same. It's just your intensive care is no longer being uh drafted.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Alright, well, since it was all in one draft, so I don't know, but anyway, that'd be wonderful. I'll find out when I get the bills.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Get it like
[CUSTOMER][POSITIVE] All right. Thank you so much. You have a blessed day.
[AGENT][POSITIVE] You're very welcome. You also, was there anything else I can help with?
[CUSTOMER][NEUTRAL] I don't think so. If I do, I'll call back.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Alright. Well, thank you so much for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.