AccountId: 011433970860
ContactId: ddc81538-0f9a-48ce-9bdd-24cd633d7ffc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 704559 ms
Total Talk Time (AGENT): 320053 ms
Total Talk Time (CUSTOMER): 174217 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/ddc81538-0f9a-48ce-9bdd-24cd633d7ffc_20250428T13:20_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] Yes, Miss [PII], this is [PII] calling.
[CUSTOMER][NEUTRAL] And I'm calling. I was going through all my paperwork and everything, and I was calling to see uh the, this couple, my son, he was a rider on my insurance on my job that I have.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can check the policy for you.
[CUSTOMER][NEUTRAL] And what, what?
[CUSTOMER][POSITIVE] Yes, ma'am. I'm sorry.
[AGENT][NEUTRAL] Oh no, you're fine, go ahead.
[CUSTOMER][NEUTRAL] Uh, so that that's what I was doing.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] To see uh what, what did it cover and will it cover uh his uh.
[CUSTOMER][NEUTRAL] Deaf. I'm trying to see what, what, what condition was it supposed to be.
[AGENT][NEUTRAL] OK, so you, OK, I got it. So you want to know if your son is on the policy and if so, if, if he's covered basically.
[AGENT][NEUTRAL] For the services. OK.
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I can, I can look up the policy for you, Ms. [PII]. May I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][POSITIVE] Oh that's some good. I just saw it. Uh, my phone number is [PII].
[AGENT][NEUTRAL] OK, I can use your social too if you don't mind.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, [PII] my [PII], I just had it.
[AGENT][NEUTRAL] OK. It's OK when I get it, I can um give it to you if you wanna write it down.
[AGENT][NEUTRAL] I'm just waiting for it to come up hold on one moment.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, it's right here in my eyes. I've been going through a lot. Please forgive me.
[AGENT][POSITIVE] Oh, you are totally fine.
[AGENT][NEUTRAL] You, you can give it to me if you have it.
[CUSTOMER][NEUTRAL] 937652.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this is a cancer policy, but it was an it said it is an individual policy, so it only covers you.
[CUSTOMER][NEUTRAL] Oh, I wonder why they put him down as a rider.
[AGENT][NEUTRAL] Let me see what the riders. Let me look into the policy. Hold on one second. I mean, the benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said he's, he's listed as a writer?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am.
[AGENT][NEUTRAL] OK. I'm just asking so I know what to look for. Hold on one second. Let's get ready to come up.
[AGENT][NEUTRAL] And Ms. [PII], do you mind if I place you on just a brief hold while I look through the policy?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] As a writer.
[AGENT][NEUTRAL] This policy doesn't, I don't see any routers.
[AGENT][NEUTRAL] OK, wait. Maybe I missed it. No, I missed it, but we can look again.
[AGENT][NEUTRAL] Individual.
[AGENT][NEUTRAL] I'm not sure what she means.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Oh no, that's a disability policy.
[AGENT][NEUTRAL] Wait
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh oh, isn't, no, that wasn't a disability benefit though.
[AGENT][NEUTRAL] It's different
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] There's no riders on this cancer policy.
[AGENT][NEUTRAL] Has anyone talked to her about this before?
[AGENT][NEUTRAL] She doesn't have any notes here. Oh my.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Alright, thank you so much for holding. I apologize for that wait. So I was just going through the, the your your cancer policy, but it doesn't, this policy doesn't have any riders on it. Riders are like additional benefits that you can add, like it might have heart attack and stroke coverage or
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEGATIVE] Yeah, but this policy didn't have it.
[CUSTOMER][NEUTRAL] And that goes back to that question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. uh, so that goes back to that question. Does it just carry me like if anything happens?
[CUSTOMER][NEUTRAL] Just cancel, right? That that's the only thing it'll cover for me, right?
[AGENT][NEUTRAL] Um, yes, because it didn't have the additional like heart attack and stroke or um there's a lot of different riders you can add, but it didn't have this policy doesn't have that on here. It's just your, um, like if you're confined to the hospital, your drugs and medications, surgery, things in reference to cancer.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] So that's what I was trying to find out, so.
[CUSTOMER][NEUTRAL] How do I get like if you want extra stuff on them, OK, I'm trying to get this understanding. If I.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If anything was to happen and the cause of my death was canceled, will they pay out a note?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEGATIVE] But they can't just cover like doctor bills, hospital bills and stuff like that.
[AGENT][NEUTRAL] Right. So this, so there is something called a first occurrence benefit, like if there's a positive diagnosis, sometimes the policies will pay out like a lump sum.
[AGENT][NEUTRAL] This this policy here though.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Doesn't have that. So this is just paying for like if something was to happen to you, if you, even if, you know, if you would get, I don't wanna, I hope you never have to use it, but if you had to get like treatments and things like that, you can be filing, you would give them this information.
[CUSTOMER][NEUTRAL] 00, hold on, hold on, baby, please hold on. I got a very important call. Please hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, [PII]'am, I'm here.
[CUSTOMER][POSITIVE] OK, I'm so sorry.
[AGENT][NEUTRAL] Oh no, you're fine.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] We were talking about if anything was to happen.
[AGENT][NEUTRAL] Right, or like if you had treatments or anything, um, this, this policy would pay for, it's like a little, a list of things that will pay for like radiation, chemo, so it's not just if something, you know, happens, you know, if you were to pass or something, it's treatments, um, diagnostic testing.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, ambulance, transportation, lodging, so it's a lot of different things that you could file for. Um, what, what we usually say is whenever you give your, you know, like your major insurance card, just go ahead and give them this one also and let them know you have an additional cancer policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, cause that's what I was wondering if it's worth still having, but I can use it with my other, uh, primary insurance.
[AGENT][NEUTRAL] Right, if it's something that the, like you, like for example um like a mammogram, you have coverage, um, well, you have a benefit for diagnostic and prevention testing. So the policy would pay $60 per calendar year for that towards that testing. So like if you go.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mammograms or, you know, um, different preventative tests when we can take, you can file a claim for that now and receive the um $60. It depends on if they're billing us, you know, for a remaining balance and we would just pay that to them to try to get your balance down or if it's something you've paid, then you can get that reimbursement.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] OK. It's not showing what I pay a month on this either.
[AGENT][NEUTRAL] Let me see, hold on one second.
[AGENT][NEUTRAL] $21.90.
[CUSTOMER][NEUTRAL] Uh, but that is that included because I got all this through my job, is that included with my other insurance or no?
[AGENT][NEUTRAL] Well, see, so the the policy is on payroll deduction. So they may take it all out in one lump sum because it your job takes it out from the paycheck and then they pay it. So I don't know how they, you know, they might take all the benefits out at once, but of that $21.90 is coming to APL. I don't know how they, you know, break it down.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, cause that's what I was trying to see because I pay, um, I think it's 34 every two weeks and that's what I was trying to see uh because I also have my life insurance policy with my job.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So they probably, I don't.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I have to go in.
[CUSTOMER][NEUTRAL] I guess I go in HR and uh get some more understanding on this here.
[AGENT][NEUTRAL] Yeah, to see how they, um, once the, once the deduction from your payroll, how is it split up?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But yeah, the total that, that you're paying for us is that 2190 for your cancer policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much, ma'am.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, thank you, you've been very helpful.
[AGENT][POSITIVE] Well, thank you. I'm glad I could assist you. Thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.