AccountId: 011433970860
ContactId: e42cd314-409d-4d6a-bc29-0dc17d728caa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 402420 ms
Total Talk Time (AGENT): 190649 ms
Total Talk Time (CUSTOMER): 157733 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/e42cd314-409d-4d6a-bc29-0dc17d728caa_20250228T23:16_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I wanted to check on um.
[CUSTOMER][NEUTRAL] I was checking looking at the status of my claim online and I want to see what the update means.
[AGENT][NEUTRAL] OK, what's your policy number?
[CUSTOMER][NEUTRAL] It is, uh, hold on.
[CUSTOMER][NEUTRAL] Let me pull it up.
[CUSTOMER][NEUTRAL] It is 239-029-2.
[AGENT][NEUTRAL] OK, just one second, let me get that pulled up.
[AGENT][NEUTRAL] And can I get your name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. My date of birth is [PII].
[AGENT][NEUTRAL] What's your policy number again?
[CUSTOMER][NEUTRAL] Um, 239-029-2.
[AGENT][NEUTRAL] Oh, OK, I see. Oh yes ma'am, Miss [PII], I processed your claim today, um, it is an audit right now.
[AGENT][NEUTRAL] Let me see, it's an audit, uh, let me.
[CUSTOMER][NEUTRAL] It's in what?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me, um, can you please verify your mailing address and your email address, Ms. [PII]?
[CUSTOMER][NEUTRAL] My mailing my mailing address is 26.
[CUSTOMER][NEUTRAL] Excuse me, I'm sorry. I know.
[AGENT][NEUTRAL] I feel the same way.
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my uh email address is [PII].
[AGENT][POSITIVE] Thank you and there's a good call back number the [PII].
[CUSTOMER][NEGATIVE] Yes, ma'am. I'm sorry, I'm still kinda woozy from, they put my party in today so I can start receiving my treatment, so I'm still kinda, kinda woozy from the medicine.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, bless your heart.
[AGENT][NEUTRAL] Yes ma'am, um, we did get that processed today, but like I said, it's an audit, um, so that probably won't be um released until Monday.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so in audit that means like what's the, what's the next step after audit?
[AGENT][NEUTRAL] After audit, that means that the um auditors will release your claim and then.
[AGENT][NEUTRAL] Uh, your direct deposit, so the next day they'll send the information to the bank and it should be direct deposited in 3 to 5 business days.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Alright, that's all I needed to know, um, once this policy pays out, is that it does it close it out?
[AGENT][NEUTRAL] You mean does the policy cancel?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] No, ma'am, it does not. Um, if you, if you don't wanna keep the policy, um, for like, let me look at your benefits.
[AGENT][NEUTRAL] Yeah, you have a health screening and a mammogram. Um, if you don't wanna keep your policy, then you'll need to contact your employer. But if you do wanna keep it just in case you have either have another critical illness or wanna submit your, um your well visits, um, then, um, you can keep your policy. It's, that's a decision that you just need to make.
[CUSTOMER][NEUTRAL] OK, uh, OK, so this is what I guess this is what I'm asking is um.
[CUSTOMER][NEUTRAL] I can only claim this, this claim once a year, right? And it has to be a new diagnosis.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Right. It would be have to be another critical illness. Um, let me see if you have the recurrence.
[AGENT][POSITIVE] You do have a exactly.
[CUSTOMER][NEGATIVE] And [PII], I hope I don't have any more.
[AGENT][NEUTRAL] You do have a recurrence benefit where if you're, um, let's say you go into remission for this cancer and um you're diagnosed again, you do have a recurrence benefit where we would pay, pay again as long as it's been more than 6 months.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] As long as there's more than 6 months. OK.
[AGENT][NEUTRAL] Right, yes, ma'am.
[CUSTOMER][POSITIVE] Well, I have a good track record. I didn't get diagnosed again until after 11 years, so.
[AGENT][POSITIVE] Oh, that's good, that's good.
[CUSTOMER][NEUTRAL] Leave it to me. I know, leave it to me. Gotta keep it interesting.
[AGENT][NEUTRAL] He doesn't want you to get too, too bored with your life, so yeah.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Yeah, yeah, he, he got it, [PII] is keep definitely keeping it interesting. I can say that. Look, as if last time wasn't interesting enough. I was pregnant with my [PII] then and taking chemo, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh bless your heart.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] So, so baby, look, if it can be done and if it can happen, I will, I'm that one in a million.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hopefully this is it. There's no more. There's no more, thank God, no, no, no, this is all I can handle.
[CUSTOMER][NEUTRAL] I wish my kids were, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know, and I wish my chances were that good with with the lottery.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Exactly, yes, ma'am.
[CUSTOMER][POSITIVE] OK, well, I just, I just want to know I'm just watching everything and just checking up on everything that's it. Thank you. I appreciate you.
[AGENT][NEUTRAL] That, that's
[AGENT][NEUTRAL] That's fine. um, if you wanna um check um probably Monday afternoon.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It should show that your, your um benefits have been released.
[CUSTOMER][NEUTRAL] OK, I'll check it, uh, like you said, I'll check it Monday afternoon. I'll look into it on the web page.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, alright, well I thank you.
[AGENT][POSITIVE] You're so very welcome, Ms. [PII]. It was a pleasure to speak with you today.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you. Same with you. You have a nice day and nice weekend.
[AGENT][POSITIVE] You have a nice weekend too. Thank you.
[CUSTOMER][NEUTRAL] All right. Bye-bye.
[AGENT][NEUTRAL] Bye.