AccountId: 011433970860
ContactId: e685a94a-7b80-4c5f-af85-f4154197ddcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396880 ms
Total Talk Time (AGENT): 175633 ms
Total Talk Time (CUSTOMER): 138411 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/e685a94a-7b80-4c5f-af85-f4154197ddcd_20250515T18:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Doing alright, thank you. I've got a member on the line who said that she'll be uh leaving her employer and she's wanting to try to support her cancer policy.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] It is 02525016.
[CUSTOMER][NEUTRAL] And we are speaking with uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's a good call back number?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] OK, and she's verified?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, good afternoon, Miss [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good, Miss [PII], thank you. How are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, [PII] was stating that you were wanting to continue your policy, is that correct?
[CUSTOMER][NEUTRAL] Well, I'm wanting to look at it. Yeah, cancer, stroke, heart, everything like that. Um, so, uh, I kind of really never used them in 4 years there. So I didn't know even what they are or what happened. So, what, what the coverage was, so you, she said you could help me on that.
[AGENT][NEUTRAL] She did? Oh.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] This the number she gave me.
[CUSTOMER][NEUTRAL] Yeah she said customer service is know.
[AGENT][NEGATIVE] Yeah, no.
[CUSTOMER][NEUTRAL] OK. Let's start with basics. Let's start with basics.
[AGENT][NEUTRAL] It's the cancer policy.
[CUSTOMER][NEUTRAL] Who is covered?
[CUSTOMER][NEUTRAL] Cancer policy who's on it? Me and [PII], my husband?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Or just me?
[AGENT][NEUTRAL] Both the people
[CUSTOMER][NEUTRAL] Both?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Stroke, both.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Now, that, that's the only uh policy that I see with us is the, the cancer policy.
[CUSTOMER][NEUTRAL] And heart, both.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How do I get that? How can you see how much it is? A month?
[AGENT][NEUTRAL] Uh-huh. It's 4182.
[CUSTOMER][NEUTRAL] OK, months.
[CUSTOMER][NEUTRAL] We don't have stroke or heart.
[AGENT][NEUTRAL] Um, it may be covered under the, the policy, but I don't have that information, uh, but there's.
[AGENT][NEUTRAL] Yes, there is, there is a, a first occurrence heart and stroke of 7500 and it's covered both of you.
[AGENT][NEUTRAL] But now
[CUSTOMER][NEUTRAL] First occurrence.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I don't know what that means.
[AGENT][NEUTRAL] Like if he was, if one of you were to have a stroke the first time, it would be covered. It's just a one-time thing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Coverage.
[CUSTOMER][NEUTRAL] One time payment.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. Uh, and the cancer, what, what does that do? Do, do you have anything to tell me?
[AGENT][NEUTRAL] No, I don't, I don't know the benefits and everything of, of the policies. Um, I would have to get you back with the care team.
[CUSTOMER][NEUTRAL] OK. Is there a website?
[AGENT][NEUTRAL] Uh, there is a website that you can go to and register, um, and you can view your policy there and everything.
[AGENT][NEUTRAL] Um, and then.
[AGENT][NEUTRAL] Or I can email you a copy of the policy and if you are wanting to continue it, if you're wanting to continue it, I would need to send you some forms to fill out.
[CUSTOMER][POSITIVE] Oh, that would be great.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You're gonna email me the policy and forms, what forms, babe?
[AGENT][NEUTRAL] If you're wanting to continue it.
[CUSTOMER][POSITIVE] This is what I mean. You're, you're right on track, you're right on track, huh?
[AGENT][NEUTRAL] I if you're wanting to continue the policy, I'll send the forms that you'll need to fill out.
[CUSTOMER][NEUTRAL] OK. And what would that be? Uh, uh, the forms, so a bunch of different ones or?
[AGENT][NEUTRAL] Uh, yes, it'll be a form uh that you would have to fill out, um, that you're wanting to continue it and then there'll be one if you're wanting to go on a monthly bank draft.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] And it'll it'll have all that information for you and everything in there.
[AGENT][NEUTRAL] I'm getting the policy pulled up.
[CUSTOMER][NEUTRAL] What would you need from the school?
[AGENT][NEUTRAL] We, we don't need anything from the school.
[CUSTOMER][POSITIVE] Great. OK. Uh, send me those puppies in the mail or?
[AGENT][NEUTRAL] Um, I can email them to you or, or, or both.
[AGENT][NEUTRAL] And your email is [PII]
[CUSTOMER][NEUTRAL] Go, go ahead, go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And then, uh, yeah, and the melo too. That would be super great. Oh my gosh, you're just what I needed. Thank you.
[AGENT][NEUTRAL] Oh, well, thank you. Let's see, there's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] The subject will be APL cancer policy.
[CUSTOMER][NEUTRAL] It comes from where? APL cancel policy.
[AGENT][NEUTRAL] Yes ma'am, that'll be in the subject line so you'll know what it is.
[AGENT][NEGATIVE] If you're like me, you get a whole bunch of junk emails.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I've got that off an email to you and I'll get the the the forms off and I have to print them up.
[AGENT][NEUTRAL] And email.
[CUSTOMER][POSITIVE] Well, you were wonderful, Ms. [PII]. Thank you.
[AGENT][POSITIVE] Um, well, thank you. And is there anything else that I can do for you today, Miss?
[CUSTOMER][NEUTRAL] No, will the premium stay the same?
[AGENT][NEUTRAL] Yes ma'am, uh, it's 4182 per month.
[CUSTOMER][NEUTRAL] For both of us.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much. All righty. Bye-bye.
[AGENT][POSITIVE] Alright, thank you for calling APO you have a wonderful day.
[CUSTOMER][NEUTRAL] Uh-huh.