AccountId: 011433970860
ContactId: d69c3e0d-ba96-41a2-8c0d-935d0c515691
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 920900 ms
Total Talk Time (AGENT): 154957 ms
Total Talk Time (CUSTOMER): 111246 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/d69c3e0d-ba96-41a2-8c0d-935d0c515691_20250611T19:57_UTC.wav
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[AGENT][NEUTRAL] Well, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII]. Um, this is, uh, [PII], and I was calling because my husband has just been diagnosed with cancer. So I was calling in regards to our policy and wanted to see what our policy entailed and what our coverage entailed.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with your plan coverage. Do you have a policy number that I can look up?
[CUSTOMER][NEUTRAL] I do, um, the policy number is 765971.
[AGENT][NEUTRAL] OK. And then can I have your uh date of birth?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And then can you verify your address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And then lastly, just a good callback number in case we are disconnected.
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me get your policy pulled up. Um, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me, um, can I place you on a brief hold real quick?
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Yeah, there's something in there. That's great. Let's see.
[AGENT][NEUTRAL] OK. How did they look up at SharePoint?
[AGENT][NEUTRAL] Let me just
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I'm so sorry for keeping you on hold. Um, you've got an old policy. I was trying to locate your policy certificate and it's in a place, um, I've got to request it, um, so I can give you your benefits. Is there a good number I could call you back at when I get that um information loaded?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Uh, I, I don't mind holding.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEGATIVE] I had called last week and I left my number and I never received a call back is the only reason why I'm being a little apprehensive.
[AGENT][NEUTRAL] Oh, no, no, you're fine. I understand. Um, let's see.
[AGENT][NEUTRAL] OK, um, give me just a moment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Where is it?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, CPA.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] with that he says.
[AGENT][POSITIVE] OK, so sorry about that. OK, I found it. OK, let me get.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, anything I quote is not a guarantee of payment. It's a basic outline of your policy. Let me, OK, so he was just recently diagnosed. Did you, do you have like the pathology report available that to submit?
[CUSTOMER][POSITIVE] Uh, yes, yes, I do.
[AGENT][NEUTRAL] Yeah, well
[CUSTOMER][NEUTRAL] Uh, you want me to say it out loud?
[AGENT][NEUTRAL] Uh, the, the type of cancer or?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] That's the one.
[CUSTOMER][NEUTRAL] It's uh you need it?
[AGENT][NEUTRAL] Oh yes, what was that?
[CUSTOMER][NEUTRAL] OK, it's a syno nasal undifferentiated carcinoma.
[AGENT][NEUTRAL] OK, um let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think Snook is what they kept calling it SNUC, but it stands for that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um let me see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, this doesn't have the
[AGENT][NEUTRAL] Information listed out. OK. Um.
[AGENT][NEUTRAL] Wait, I see the policy, but it's a generic policy and it doesn't give me dollar amounts um which we need.
[AGENT][NEUTRAL] Um, so, can I place you on another brief hold? I'm so sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, no, that's OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I'm so sorry. I'm in a chat trying to get answers, but nobody's, um, answered me yet. So, um, do you wanna holding or do you, would you like me to call you back?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You can call me back, um, I, I'll wait on your call. I just hope you call me back.
[AGENT][NEUTRAL] No, no, I will. I just, I, I've looked at, there's a policy listed and it doesn't have the schedule page, which is what I need to tell you what the benefits are. Um, that's the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] That's it, yes, correct.
[AGENT][NEUTRAL] OK, um, if for some reason, um, it's not this afternoon, is this a good number in the morning?
[CUSTOMER][POSITIVE] Yes, this will be fine.
[AGENT][NEUTRAL] OK, OK, I will get working on this, Mrs. [PII]. Sorry about that. I, I just, it looks like it's an older policy, so we don't have the actual certificate loaded, so.
[CUSTOMER][NEGATIVE] Oh I don't stay on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK no I appreciate you working hard on it thank you.
[AGENT][POSITIVE] OK, thanks for calling [PII]. I'll give you a call back when I get some information.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK thank you bye bye.