AccountId: 011433970860
ContactId: e32786cf-0f2a-4b4e-a298-19efc872fd6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210440 ms
Total Talk Time (AGENT): 75002 ms
Total Talk Time (CUSTOMER): 115320 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/e32786cf-0f2a-4b4e-a298-19efc872fd6d_20250303T15:30_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], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] Oh, I'm doing good how are you?
[CUSTOMER][NEUTRAL] Doing alright thank you um so I've got a member on the line um and I'm gonna be completely honest I'm not quite sure what kind of policy this is it's quite it's a bit older um but it was for her father um he is listed to the policy and she had several questions about, um, benefits on here and I really don't see a lot on on base so I was wondering if you could help her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] On the.
[AGENT][NEUTRAL] Uh, what's the policy number?
[CUSTOMER][NEUTRAL] Uh, it is 101253.
[AGENT][NEUTRAL] OK, you can send her over.
[CUSTOMER][NEUTRAL] OK, uh, we're speaking with, uh, her name is also [PII].
[AGENT][NEUTRAL] Her name is what now?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Good morning. Thanks for calling ATO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I was talking to [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she had, she had put me on hold. She was checking on something.
[AGENT][NEUTRAL] OK, uh, I think she said you were calling about some benefits on the policy, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, I had just read, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A section on here that said that he was, uh, my dad was in hospice at the VA for the last 30 days of his life, and it said uh something about it pays $200 for each day that he was confined in a, a hospice situation. But then on over it says we will pay a daily benefit of $200 for each day of the hospital confinement for the treatment of specified disease, the benefit will begin on the first day.
[CUSTOMER][NEUTRAL] Of the diagnosis and it says no other benefits will be payable under the policy for any specified disease. So that's what I wasn't sure if that meant.
[CUSTOMER][NEUTRAL] Would he be paid? Could I file anything prior to that 30 days?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I'm looking
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm looking at his uh file and I don't see his policy in our system uh so is there any way that I can see if they can uh you know give me a copy of the policy so I can review that with you and then give you a call, give you a call back?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] OK, and she said that your name is [PII] also, is that correct?
[CUSTOMER][NEUTRAL] That will be fine.
[CUSTOMER][NEUTRAL] It sure is. Uh-huh.
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and so I'll go ahead and um get a copy. Hopefully I can give you a call back today if they can get the policy put in today, um, but if not, it may take 24 hours I would that be OK?
[CUSTOMER][POSITIVE] OK, that's fine, yes ma'am, just any time be be fine.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, alright, and was there anything else that I can help you with other than the benefits?
[CUSTOMER][NEUTRAL] No ma'am, I was just trying to find out what I need to do and how to how to go about trying to file on all of this.
[AGENT][POSITIVE] OK. OK. All [PII].
[AGENT][POSITIVE] Alright, well I'll give you a call back and then hopefully we can get all that situated for you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Alright and thanks for calling APO.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] No