AccountId: 011433970860
ContactId: f78e732e-edcc-4601-a65e-ecd8413a7f88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392660 ms
Total Talk Time (AGENT): 184291 ms
Total Talk Time (CUSTOMER): 114964 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/f78e732e-edcc-4601-a65e-ecd8413a7f88_20250514T14:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I've got a couple of things I want to number one is I wanna find out what policy this is OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy is 00612605.
[AGENT][NEUTRAL] OK, thank you. And your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] My address is [PII], which I'm gonna have to.
[CUSTOMER][NEUTRAL] And my email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, what's that email address again? Your phone kind of cut out.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] yes.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome. Thank you, sir. Um, I show the type of policy you have with us is a cancer policy.
[AGENT][NEUTRAL] Uh, looks like the policy has been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is this on
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] Who is the coverage on?
[AGENT][NEUTRAL] Is on you
[CUSTOMER][NEUTRAL] It's on me, OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've had it since [PII].
[AGENT][NEUTRAL] Uh, yes, sir. Um, [PII].
[CUSTOMER][NEUTRAL] And what is the coverage if you don't mind me asking I'm just trying to figure out what all I got.
[AGENT][NEUTRAL] No, no, I understand. Um, well, with the policy, you have benefits if you've been diagnosed for, uh, diagnosed with cancer. Um, give me one moment pulling up the plans.
[CUSTOMER][NEUTRAL] And it pays.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] And what is the limit on the pay or whatever?
[AGENT][NEUTRAL] Uh, it pays based on the service you receive. Um, give me a moment.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Like you have benefits if you're confined in the hospital due to your cancer, uh, receive treatment from physician and patient, chemo, radiation, immunotherapy.
[AGENT][NEUTRAL] Um, drug benefit like for anti-nausea or pain medication while receiving chemo, radiation, immunotherapy, benefits for surgeries based on the procedure codes, anesthesia.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And it looks like
[AGENT][NEUTRAL] Travel or transportation is.
[CUSTOMER][NEUTRAL] Is there a max like is there a max?
[AGENT][NEUTRAL] There is Camille.
[CUSTOMER][NEUTRAL] Or is it unlimited?
[AGENT][NEUTRAL] No, there is a max, but give me one moment. I'm pulling up your policy to look at the specific benefits.
[CUSTOMER][NEUTRAL] I'm asking number or not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry. No, you're fine. I'm just uh trying to make sure I give you the correct information because there's um.
[AGENT][NEUTRAL] There is a max, um, not a guarantee of payment, just a verification of coverage. Like for chemo, radiation, or immunotherapy, you have a benefit max up to 7500.
[AGENT][NEUTRAL] And daily hospital, if you're confined in the hospital for cancer, it pays $140 per day.
[AGENT][NEUTRAL] And the surgery benefit pays based on the type of surgery you had, so based on the procedure code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying to think why I took it out but I hadn't got that far.
[AGENT][NEUTRAL] I'm sorry, say again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying to think why I would have taken it out but.
[CUSTOMER][NEUTRAL] I don't call, OK.
[AGENT][NEUTRAL] Well, you know, most do just in case you have, are diagnosed as a policy that helps with the cause.
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] But it's limited pretty much they're costing $108.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, we just cost $4000 time I get 90 years.
[AGENT][NEUTRAL] And if you like, uh, we do have an online service center to where you can set up on the account to where you can view your policy as well.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] That's alright, but it's cancer policy.
[CUSTOMER][NEUTRAL] That's what
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, you need to change your mailing address?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, and what's the current address?
[CUSTOMER][NEUTRAL] The current address is do away with the [PII] and go to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] still new.
[AGENT][NEUTRAL] Say that one more time your phone keeps cutting in and out. I'm sorry.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII] and it's still.
[AGENT][NEUTRAL] OK, so that's [PII], and it's still [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Yes, sir. I will update your address for you. Uh, is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] Alright, you're welcome thank you so much for calling APL have a great day.