AccountId: 011433970860
ContactId: e571f6e8-d86a-4387-a170-27e1853a4fe8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164529 ms
Total Talk Time (AGENT): 71272 ms
Total Talk Time (CUSTOMER): 53903 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/e571f6e8-d86a-4387-a170-27e1853a4fe8_20250128T17:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I uh.
[CUSTOMER][NEUTRAL] I need to find out if my uh benefits covers uh cancer.
[AGENT][POSITIVE] OK, I can help you with that. Can I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the policy number?
[CUSTOMER][NEUTRAL] That I don't know he said I should be able to just give you my social.
[AGENT][NEUTRAL] OK, what's your social?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, and verify your address and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you, Mr. [PII] and also verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Uh, and you're calling in regards to cancer benefits?
[CUSTOMER][NEUTRAL] Um, I took out a cur illness, I believe it is, and I wanna know what that covers.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, I only show that you have a disability policy with us.
[CUSTOMER][NEUTRAL] Yeah, but he told me there was a dis uh critical illness attached with that.
[AGENT][NEUTRAL] OK, let me take a look at that, and this is a verification of coverage, it doesn't guarantee the payment of a claim.
[AGENT][NEUTRAL] And now, so.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] If you are disabled due to cancer, then um you can submit a claim for disability benefits, but as far as payments, um.
[AGENT][NEUTRAL] Related to the cancer or the cancer treatment that's not covered under this policy.
[CUSTOMER][POSITIVE] OK, that's what I needed to find out thank you.
[AGENT][POSITIVE] No problem, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, thank you, great help, thank you.
[AGENT][POSITIVE] All right. Well, thanks. OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yeah bye bye.
[AGENT][NEUTRAL] Bye bye.