AccountId: 011433970860
ContactId: 05ed22f9-ad84-4bf1-a60c-35daa2592424
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399649 ms
Total Talk Time (AGENT): 169363 ms
Total Talk Time (CUSTOMER): 178451 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/05ed22f9-ad84-4bf1-a60c-35daa2592424_20250305T18:04_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This is [PII]. I talked with you all a while back about, did you pay for mammograms? I think you said you paid $75. That's one a year, right?
[AGENT][NEUTRAL] More than likely it is one a year. I can check your policy. Do you have the policy number with you?
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 83817.
[AGENT][NEUTRAL] OK, let me have a callback number just in case we get disconnected, Miss [PII]
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, and I need to verify your um date of birth, mailing address and email address, if any.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Address [PII]. Birthday, is that what, what, what else you said?
[AGENT][NEUTRAL] Mhm. Yes, the birthday.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, OK, let me check and see what's your benefits.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Wellness, yes, it's $75 and that's once per year.
[AGENT][NEUTRAL] For cancer screening.
[CUSTOMER][NEUTRAL] Oh, I wish
[CUSTOMER][NEGATIVE] You know, I wish I had known. Now I filed a claim for some past, was it past mammograms or past? I didn't know you could pay for.
[CUSTOMER][NEUTRAL] That you paid for emergency room. I think you all sent me a check because I was able to go back and
[CUSTOMER][NEUTRAL] Uh, pick up the emergency or was it mammograms? I don't remember. Well, I had my.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] Last, that's OK. I, I can't go back and pick up a couple, can I?
[AGENT][NEUTRAL] Yes, you can. I can check and see what years you have um submitted and what years you're missing. Um, let me look at the history, OK? One moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So you have this since [PII].
[AGENT][NEUTRAL] OK, and let me see if she wants we paid.
[AGENT][NEUTRAL] OK, so we pay for 2024.
[AGENT][NEUTRAL] For [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 22.
[AGENT][NEUTRAL] 12 1314 15.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 9
[AGENT][NEUTRAL] OK, so as far as I can see, uh, it looks like you've been constant most of the time, but it looks like you're missing [PII]. I don't see one for [PII]. And then um [PII], I don't see one for [PII] or [PII].
[CUSTOMER][NEUTRAL] Wait a minute, [PII].
[CUSTOMER][NEUTRAL] OK, hold on sweetie.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh wait a minute, [PII]. And what other ones is it?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Right. Any others?
[AGENT][NEUTRAL] And I think it's [PII], yeah, [PII].
[CUSTOMER][NEUTRAL] [PII], [PII], and [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK. Uh, and then I.
[CUSTOMER][NEUTRAL] Yeah all paid for last year. What today at last.
[CUSTOMER][NEUTRAL] But you hadn't paid for [PII], have you?
[AGENT][NEUTRAL] Yes, we have, we have um [PII], 23, 21, [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, why I ask that because
[CUSTOMER][NEUTRAL] I, I had.
[AGENT][NEUTRAL] Which
[CUSTOMER][NEUTRAL] Last February, I had a mammogram. You only pay for one a year though, and they saw something that that I need, needed to check further on that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] So, uh, I had 2 within that year cause they told me to come back and it said it was not cancerous, it was
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know something, I don't know. So, but if, if they would tell you to come back, you can't claim that too in a year. You can only claim one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct, yes, just 11 a year. If it comes back positive for cancer, then you have that diagnostic benefit, but if it's not positive for cancer, it's just gonna be that one test, one cancer screening test.
[CUSTOMER][NEUTRAL] I, I'd rather have y'all pay for one to collect.
[AGENT][NEUTRAL] Yeah, yeah, yeah.
[CUSTOMER][POSITIVE] Very definitely. Uh, OK, I'll pull those up, honey, and, um, I'll go ahead.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Yeah, and, uh.
[AGENT][NEUTRAL] OK, and I found one more uh [PII] is not here either, so you can do 2020.
[CUSTOMER][NEUTRAL] 2010
[AGENT][NEUTRAL] 2020.
[CUSTOMER][NEUTRAL] 20
[CUSTOMER][POSITIVE] [PII] and [PII] you've been so helpful, hon, and uh when I get time I'll send me a uh email me a form, is that what you do?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. And do you need me to email you the form? Yes, I can do that. Mhm.
[CUSTOMER][NEUTRAL] You know, I
[CUSTOMER][NEUTRAL] That's OK. You have my email address there PR. [PII].
[AGENT][POSITIVE] Yes, yes, we do.
[CUSTOMER][POSITIVE] Oh, thank you so much. I appreciate that very much, honey. Have a great day.
[AGENT][POSITIVE] You're welcome and you as well. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Oh, mayhem, that's, that's everything, OK?
[AGENT][NEUTRAL] Uh-huh, OK.
[AGENT][POSITIVE] All right. You have a good day, Ms. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you thank you bye bye.
[AGENT][POSITIVE] You're welcome.