AccountId: 011433970860
ContactId: edff2b41-0f62-4878-a936-547318a31993
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 554380 ms
Total Talk Time (AGENT): 208164 ms
Total Talk Time (CUSTOMER): 224885 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/edff2b41-0f62-4878-a936-547318a31993_20250401T21:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Your name is [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes so.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes, uh, I'm calling about uh the uh.
[CUSTOMER][NEUTRAL] I think the account number or the ID number is uh it's [PII].
[CUSTOMER][NEUTRAL] And the ID number is [PII].
[AGENT][NEUTRAL] Mm, OK, that's a little bit of too many numbers, and who am I speaking to?
[CUSTOMER][NEUTRAL] I'm, I'm her husband.
[AGENT][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] Let me, let me give you the numbers again, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] It's, it says uh PPD ID.
[CUSTOMER][NEUTRAL] And it's 16.
[CUSTOMER][NEUTRAL] 403.
[CUSTOMER][NEUTRAL] 49942
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's a little bit too long to be one of our policy numbers. Um, are you trying to reach APL American Public Life?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Um, do you see a shorter number somewhere?
[CUSTOMER][NEUTRAL] Well, um.
[CUSTOMER][NEUTRAL] Uh what I'm looking at is.
[CUSTOMER][NEUTRAL] This deposit to our checking account we uh we bank at Chase checking and this is the identification number that is.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, it was given it was given to me. It's all my, uh, uh.
[CUSTOMER][NEUTRAL] Deposit, uh, statement.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so yeah, yeah, that's not gonna be the policy number, that's just the transition number. Um, let me go ahead and get a little bit more information, OK, see if I can find the policy. Um, let me have the spelling of the last name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] It's quite, it's, I think it's quite, it's quite a, I'm sorry.
[AGENT][NEUTRAL] Sorry, go ahead.
[CUSTOMER][NEUTRAL] Her last name [PII].
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Her birthday is [PII].
[AGENT][NEUTRAL] OK, let's try that.
[AGENT][NEUTRAL] Um, do you have the address?
[CUSTOMER][NEUTRAL] Well, it's, uh, yes, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I'm sorry, can I get your name? I, I didn't get your name.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] So as well.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you Mr. [PII] and um let's see, just in case we get disconnected, may I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. How may I assist you with this policy, Mr. [PII]?
[CUSTOMER][NEUTRAL] Well, uh, I wanted to see first of all,
[CUSTOMER][NEUTRAL] Uh, see what the policy.
[CUSTOMER][NEUTRAL] Uh, what is the?
[CUSTOMER][NEUTRAL] What is the function of the of the of the policy? What is it a life policy?
[AGENT][NEUTRAL] T
[AGENT][NEUTRAL] But OK.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] What type of policy is it? OK, yeah, I can assist you with that. OK. Um,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] For security, may I have the date of birth of Miss [PII]?
[CUSTOMER][NEUTRAL] I'll say this again.
[AGENT][NEUTRAL] Can you repeat that?
[AGENT][NEUTRAL] Yes, um, please, because I didn't have the policy pulled up when you gave it to me.
[CUSTOMER][NEUTRAL] Oh, OK. [PII].
[AGENT][NEUTRAL] OK. Um, so I can give you the type, but I'm not gonna be able to give you more information unless I have an authorization, OK? So this, uh, the type is a cancer policy.
[CUSTOMER][NEUTRAL] I say, say it again. It's a cancer policy.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] It's a cancer policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's, that's it, huh?
[AGENT][NEGATIVE] That's it. It's just a cancer policy. Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Does is there a beneficiary to this policy?
[AGENT][NEUTRAL] Um, did something happen to Miss [PII], and that's why you're calling?
[CUSTOMER][NEGATIVE] Well, she's been, she's been sick.
[AGENT][NEUTRAL] OK, because that
[CUSTOMER][NEUTRAL] And and I
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEGATIVE] She's been quite sick.
[AGENT][NEUTRAL] OK. Can I get her authorization to release information to you about the policy?
[CUSTOMER][NEUTRAL] Yes, just a minute.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Or some information on a policy you have so tell her I can get it.
[CUSTOMER][NEUTRAL] He can get what he needs.
[AGENT][NEUTRAL] OK, Ms [PII], so you're giving me authorization to release information to your husband, [PII]?
[CUSTOMER][NEUTRAL] Oh, you wanna tell her that that's what she just told you.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] I, I need to confirm this with her. I'm so sorry, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, OK, you need to tell her yes, yes.
[AGENT][NEUTRAL] Ms. [PII]?
[AGENT][NEUTRAL] Miss [PII], yeah, I need to ask you, I need to ask you a question. Are you giving me permission to release information to [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] 41
[CUSTOMER][POSITIVE] Thank you. That's it.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Yes, thank you. Mhm. Yeah, that's the question, question. You're welcome.
[CUSTOMER][NEUTRAL] That's the question.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. OK. So on this one, there's no beneficiary because there's not a life benefit. This is just for cancer treatment. So if they need to send claims or anything for her, um, you can go ahead and submit claims. Uh, I can go ahead if, if it's related to cancer because it's only for cancer, OK? U[PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Do you need any information to be sent out to you for the benefit information, or you need a breakdown verbally by the phone or through the phone or are we, what information?
[CUSTOMER][NEUTRAL] Well, there, there, there's no, uh, what I'm trying to, to establish is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] There are, there's no beneficiary to this other than the coverage of, of uh claims against uh a case of cancer.
[AGENT][NEUTRAL] Correct, yes, there's no beneficiary because there's not a life benefit. If there was like a life benefit, then we need a beneficiaries, but if not, we just, this, they can just submit claims. Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, OK, then that answers my question.
[AGENT][NEUTRAL] All right. Is there anything else I might help you with today? Any other questions or concerns, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The uh
[CUSTOMER][POSITIVE] No, I think he did a good job of answering knows that.
[CUSTOMER][NEUTRAL] was requested and.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Therefore, thank you for your service.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mm.