AccountId: 011433970860
ContactId: d65ff3ea-89d8-4318-8e9b-3bba1f6b5afc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144529 ms
Total Talk Time (AGENT): 33530 ms
Total Talk Time (CUSTOMER): 99741 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/d65ff3ea-89d8-4318-8e9b-3bba1f6b5afc_20250418T14:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] how are you? This is [PII].
[AGENT][POSITIVE] Oh, I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I'm just a little confused about this, um, cancer policy, and I was gonna ask [PII], but I think she's in a presentation, so I don't know if you can help me with this.
[CUSTOMER][NEUTRAL] Um, the policy number I have is 239-9819.
[AGENT][NEUTRAL] What's the policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So, um, this is one of the policies that they, I didn't believe they poured when um they moved. And, um, he's calling about his chemotherapy. I don't see any payments being made on the old policy, but I'm not sure if that's gonna affect this new one.
[CUSTOMER][NEUTRAL] If it's, you know, following that one or if if there's like a 12 month waiting period in between those two, yeah, I'm not really sure about that because I know when they start again on the new policy, you know, there's that, um, pre-existing cost and everything, but in this case with this one, are, are we doing that or no?
[AGENT][NEUTRAL] You mean the preexisting?
[CUSTOMER][NEUTRAL] Uh-huh, yeah.
[AGENT][NEGATIVE] Mm, I don't see why we would because it's like he's just going from one policy to another one so he already had coverage with us so I wouldn't think.
[CUSTOMER][NEUTRAL] Yeah, I'm thinking.
[AGENT][NEUTRAL] There would be preexisting.
[CUSTOMER][NEUTRAL] OK. I, I just, I mean, I'm just a little confused and then he's like, well, can I use the benefit? So I'm like, hm, and I don't see we pay anything on the old one, so yeah, I guess you can. Um, it was just a rare question for me.
[AGENT][NEUTRAL] On the other one.
[AGENT][NEUTRAL] I don't think that the benefits, I don't think the benefits on the older policy are gonna affect the benefits on the newer policy that's what I was told a long time ago once they um.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] Mhm, yeah, and you're right, [PII]. That's right. That's what we were told too. I just wanted to make sure that um, yeah, I think that's, that's right. I'm just probably second guessing myself. I shouldn't, but I think, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So let me just go ahead and let him know that he can go ahead and submit a claim for it. OK, thank you. Have a good day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK you too bye bye.
[CUSTOMER][NEUTRAL] OK, bye bye.