AccountId: 011433970860
ContactId: e1db19fe-48d9-42bd-adb5-fe2cf198f1f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286329 ms
Total Talk Time (AGENT): 70417 ms
Total Talk Time (CUSTOMER): 146070 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/e1db19fe-48d9-42bd-adb5-fe2cf198f1f2_20250409T16:51_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] Uh, yes ma'am. Just got a general question. Um, I have been added to my parents, um, cancer policy, and I'm actually the one that helps them file their claims, got a couple on my mom last year, I think it maybe 3, but um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Anyway, I'm in the process of helping her file another claim for for this year, and I just got to thinking and only thing that's kind of prompt me to to question this is, um, I was helping my dad file an accidental claim on I I I know the company he's got, and they had a wellness benefit on that policy that uh I, I just recently learned about so I'm having to go back and.
[CUSTOMER][NEGATIVE] Retract and try to submit claims for him for each year they did not take advantage of that benefit.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And so I'm just curious if my if this policy this cancer policy has a wellness benefit on it because they they do have um they would qualify they would they would have a a means whether it's blood work wellness check, mammogram, whatever there's reasons that they should be submitting claims each year on this as well if if they have that. I just don't know.
[AGENT][POSITIVE] Well, I can certainly check that for you. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes ma'am my name is [PII] and my call back is [PII].
[AGENT][NEUTRAL] All right, thank you, Miss [PII]. And do you have their policy number available?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do it's uh 9 A as in apple, and I think this is a 0 instead of 0 0138028.
[AGENT][NEUTRAL] Let me see if I can get that policy pulled up.
[CUSTOMER][NEUTRAL] Or it may be it may be an O. I don't know maybe 9 A as in apple, O as in octopus 138028.
[AGENT][NEUTRAL] And what is your dad's name?
[CUSTOMER][NEUTRAL] I'm actually reading uh um [PII] all day.
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] And their current mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And do you go by [PII]? I mean, [PII], is it [PII]? OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, [PII], and I go by [PII], yes ma'am.
[AGENT][NEUTRAL] Got you. Alright, thank you. Let me get this policy pulled up and we'll take a look at that and see if there is a wellness benefit on this plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Very good to check that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And it's just taking my computer a minute. I apologize.
[CUSTOMER][NEUTRAL] You're OK. I'm doing other things.
[AGENT][NEUTRAL] Got to multitask these days.
[CUSTOMER][NEUTRAL] I'm trying to work and be my parent. That's right, I'm, I'm my parent's secretary while I'm at work.
[AGENT][POSITIVE] Well, it's a good thing they've got you.
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Checking those benefits now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I am not showing a wellness benefit on this policy. It's gonna be benefits for positive diagnosis of cancer.
[CUSTOMER][POSITIVE] OK, alright, just thought I would ask while I was in the process of this other policy right well thank you so much for checking.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Oh, Ms. [PII], it's been such a pleasure to assist you. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's all.
[AGENT][POSITIVE] Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Yes ma'am you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.