AccountId: 011433970860
ContactId: fce78a15-0b08-4231-bb9d-cf6df16a27b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128339 ms
Total Talk Time (AGENT): 63838 ms
Total Talk Time (CUSTOMER): 62803 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/fce78a15-0b08-4231-bb9d-cf6df16a27b1_20250407T13:55_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO. This is [PII] and customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good [PII], how are you?
[CUSTOMER][NEUTRAL] I am good. So I have a policyholder, [PII] on the phone. Um, her policy number is 2579522.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she's been fully verified, so the group, the entire group termed, but she chose to support her cancer policy and she said that there was a writer, I believe, um, a heart attack stroke rider. Does that come with the cancer policy?
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I'm thinking it does.
[CUSTOMER][NEUTRAL] Based on PI BFT.
[AGENT][NEUTRAL] Yes, she has that heart attack and stroke rider that is included in her um policy. Yeah.
[CUSTOMER][NEUTRAL] Answer.
[CUSTOMER][NEUTRAL] A writer? OK or base it's not a writer, it's in the policy. OK, correct.
[AGENT][NEUTRAL] Yeah, so that's actually in the policy. Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, not a writer. OK, very good.
[AGENT][NEUTRAL] Typically it is a rider, but yes, for this one it is included in the policy, yeah.
[CUSTOMER][NEUTRAL] That's what I thought.
[CUSTOMER][NEUTRAL] OK, just to confuse me a little bit more.
[AGENT][NEUTRAL] Yeah, and that's, that's the first occurrence benefit, so it only pays out like that one time. So that's probably why it's base and not a rider. Um, the, I think the uh the other ones which are riders, they're not first occurrence benefits. They're just um heart attack and stroke coverage, yeah.
[CUSTOMER][NEUTRAL] OK, I'll, I'll let her, I'll.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what is the writer on the policy?
[AGENT][NEUTRAL] Um, let's see. She has two riders. She has a cancer screening rider.
[AGENT][NEUTRAL] And an intensive care unit rider, hospital intensive care.
[CUSTOMER][NEUTRAL] OK, I see that in
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see that in the policy, sir. OK, very good, thank you for clarifying for me. I'll let her know.
[AGENT][POSITIVE] No problem. Was there anything else?
[CUSTOMER][POSITIVE] That'll be it. Thank you.
[AGENT][POSITIVE] Alright have a good day.
[CUSTOMER][NEUTRAL] Alright, you too, bye bye.
[AGENT][NEUTRAL] Mhm bye bye.