AccountId: 011433970860
ContactId: f5183a3a-cfd7-47b0-91ec-6a89997c97eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 616909 ms
Total Talk Time (AGENT): 203745 ms
Total Talk Time (CUSTOMER): 253776 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/f5183a3a-cfd7-47b0-91ec-6a89997c97eb_20250311T21:51_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] So personal number or something.
[AGENT][POSITIVE] Thank you for calling APL this this [PII] how may I help you?
[CUSTOMER][NEUTRAL] Yes [PII], this is [PII] I talked to you, uh, I think last week or something.
[CUSTOMER][NEUTRAL] Uh, you get my policy number.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It's 714.
[CUSTOMER][NEUTRAL] 000.
[CUSTOMER][NEUTRAL] And I was trying to find out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What all do that covers?
[AGENT][NEUTRAL] OK, Ms. [PII], um, I can help you with your benefits.
[AGENT][NEUTRAL] Can you um
[AGENT][NEUTRAL] Please give me your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and then one last verification, can you please give me your phone number?
[CUSTOMER][NEUTRAL] [PII], which is my cell.
[CUSTOMER][NEUTRAL] My home, I got a home number on which one you had, but I get rid of that home.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you ma'am and then that phone number that you just verified for me is that a good number to call you back on if we get disconnected?
[CUSTOMER][NEUTRAL] Correct, yeah, correct, [PII] mhm.
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK, let me look at your policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so, um.
[AGENT][NEUTRAL] This is just to verify your benefits. It's not a guarantee of payment. This is a base benefit cancer policy.
[AGENT][NEUTRAL] Um, let me pull up your policy and I can tell you your schedule of benefits so you know.
[AGENT][NEUTRAL] What your benefits are on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][POSITIVE] In the best
[CUSTOMER][NEUTRAL] And then me and I was talking the same thing. You got a question you wanna ask me? I don't know something about you.
[CUSTOMER][NEUTRAL] Let me understand. OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEGATIVE] It's not giving me much information, um.
[AGENT][NEUTRAL] Let me see real quick if I can find out more information for you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] What I'm gonna do is I'm gonna try to get you some further help.
[AGENT][NEUTRAL] And see if we can't get somebody on the phone that can go over your benefits with you. OK, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, OK, OK.
[AGENT][NEUTRAL] All right. It's gonna be a brief hold.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you for calling IPO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], I think you're the only one over there today.
[CUSTOMER][NEUTRAL] I think I'm just catching when everybody's gone apparently.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah. I've got Miss [PII] on the phone. Um, she is the insured for policy number 714,000. She's wanting her benefits and I don't have a policy certificate in on Base to look at.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEGATIVE] PIBFT isn't giving me anything.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] For this policy and so I thought I'd transfer her to you guys to see if you can help her with her benefits.
[CUSTOMER][NEGATIVE] Yeah, let me see these older policies, golly, they're a pain that took us.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Yeah, because I can't, I mean, it's, it's not telling me [PII] and I don't want to tell her the wrong thing.
[CUSTOMER][NEUTRAL] No, it's not going to, yeah, uh, let me.
[CUSTOMER][NEUTRAL] Get over here.
[CUSTOMER][NEUTRAL] What is it? It's uh CPA 2200.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, so what level does she have? Do we know?
[AGENT][NEUTRAL] Um, PII BFT it's RCA 15.
[AGENT][NEUTRAL] 1500, I'm sorry, 15,000 RCA 15,000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, OK, so it's level 2.
[CUSTOMER][NEUTRAL] That's gonna be her chemo and radiation max I believe.
[AGENT][NEUTRAL] See and I didn't wanna give her that amount because I wasn't really sure when I saw that.
[CUSTOMER][NEUTRAL] Yeah, no, that's OK. Like I said, these, these things, um.
[CUSTOMER][NEUTRAL] The older ones.
[CUSTOMER][NEUTRAL] Let me do something real quick too because sometimes and I know that you guys are gonna be having meetings with us about these things but sometimes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] In on base you can get their information under the back file.
[CUSTOMER][NEGATIVE] Um, not always, or you can find the schedule page even if you can't find the benefits.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So sometimes.
[AGENT][NEGATIVE] I saw the schedule page, but it's not complete.
[CUSTOMER][NEUTRAL] You're right, it doesn't really say anything, does it?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] What the heck why would that even be uploaded?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I don't even make no sense. OK, let's see.
[AGENT][NEUTRAL] All that it gives us is for premiums.
[CUSTOMER][POSITIVE] That is wild. I'm trying to see if I can find anything else before I like and just like, oh, OK, you know, like.
[AGENT][NEUTRAL] Right, let me go back to her and let her know that we're pulling in her information.
[CUSTOMER][POSITIVE] This is exactly what you have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that we'll be, we'll be right back with her. So she doesn't think we forgot her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Miss [PII], this is [PII].
[AGENT][POSITIVE] I've got a claims examiner on the phone that will be able to help you with your benefits and she's pulling them in now. So it'll be just a moment, she'll be right with you. I just didn't want you to think I've forgotten you.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, you're welcome.
[AGENT][POSITIVE] OK, [PII], she's cool.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I really hate that this is such an issue.
[CUSTOMER][POSITIVE] Really, really do.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It's so complicated for everybody.
[CUSTOMER][POSITIVE] OK, let's see, I'm really hoping our new system completely resolves this problem.
[AGENT][NEUTRAL] Right. And you can just look at it at a glance and just give them to her. Yeah.
[CUSTOMER][POSITIVE] Yeah, and it's like boom, there it is.
[CUSTOMER][NEUTRAL] OK, CPA 2200 level 2.
[CUSTOMER][NEUTRAL] OK, it doesn't look like she has the critical illness rider or the ICU router based off of her application.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm just going to give her what I can give her based off of the base policy that we have in on base and then let her know that her chemo Max um based off the level 2.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm trying to make sure there's, yeah.
[AGENT][NEUTRAL] 15,000.
[CUSTOMER][NEUTRAL] It's gonna be 15,000 let's see, and that's gonna be what state is she in [PII]? OK, so that's gonna be based off of.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Bill charges, OK.
[CUSTOMER][POSITIVE] OK, I will do my best.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thanks, [PII]. All right, bye-bye.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye.