AccountId: 011433970860
ContactId: 1204fa3a-51ca-4496-bc60-fcb2eb9a70bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292040 ms
Total Talk Time (AGENT): 106268 ms
Total Talk Time (CUSTOMER): 128719 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/1204fa3a-51ca-4496-bc60-fcb2eb9a70bc_20250124T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi [PII]. I'm calling because I have had you guys for a while and I don't know if you guys cover me getting an annual mammogram.
[CUSTOMER][NEUTRAL] I have a cancel policy with you guys, but I don't know what else I have with you.
[AGENT][NEUTRAL] Alright, so you wanna check your benefits under your cancel policy, I can assist you with that. Can I get your name please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] You know, can I have a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] May I have your policy number, please?
[CUSTOMER][NEUTRAL] Oh, I don't have that.
[AGENT][NEUTRAL] Alright, one moment please. I'm gonna ask for your social and look you up in the system. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, can I please have that number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], can I have you verify the date of birth, address, and email address, please?
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII]. Address is [PII]. Email address is [PII].
[AGENT][POSITIVE] You know, thank you so much for verifying the information. Today you're calling on the wellness benefit that is usually under the cancer policy.
[AGENT][NEUTRAL] Just one moment, um, while I review your policy. This is a verification of your coverage and not a guarantee for payment. I do see where you do have a diagnostic testing benefit, um, writer on your policy, um, that is a yearly benefit that you would receive, uh, for filing a claim if you was to um have a
[AGENT][NEUTRAL] Any tests done to detect cancer like a mammogram, a Pap smear, colonoscopy, that benefit is $50 per calendar year. And so [PII], is there anything else I can verify for you today?
[CUSTOMER][NEUTRAL] OK, have I used that benefit before, ma'am?
[CUSTOMER][NEUTRAL] Cause I've had you guys for a while. I just don't.
[CUSTOMER][NEUTRAL] I don't know the last time I did that.
[AGENT][NEUTRAL] No, ma'am, I don't see where you have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so, and it's only gonna, I only get it for this, this, this pap smear I just had last, uh.
[CUSTOMER][NEUTRAL] Fall, right?
[AGENT][NEUTRAL] You get it, you have, you can only claim it once per year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I was just trying to see if I could go back previous years, but it's just only once.
[CUSTOMER][NEUTRAL] Cause I just had my, my mammogram.
[CUSTOMER][NEUTRAL] In September of
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That was my annual and I won't take it again until.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, this year, so can I claim it for last year? That's what I'm asking.
[AGENT][NEUTRAL] Yes, ma'am. You get it once per year. So yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] A calendar year.
[CUSTOMER][NEUTRAL] OK, once per calendar year. OK, so.
[CUSTOMER][NEUTRAL] Uh, I guess
[CUSTOMER][NEUTRAL] Uh, are you, are you understanding what?
[AGENT][NEUTRAL] Are you, let me, let me, let me, let me break it down. Are you asking, can you go back from the time that you started with us and file each year?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, you can.
[CUSTOMER][NEUTRAL] OK. Um, so I could do that for a colonoscopy and I could do that for, for a mammogram as well, right?
[AGENT][NEUTRAL] Yes, ma'am, but you can only do one per year. So say you had a pap and a mammogram in the same year, you can only submit for one.
[CUSTOMER][POSITIVE] OK, got you. I got you.
[CUSTOMER][NEUTRAL] OK, alright, well thank you so much and do I need to do a form for each do I need to do a form for each test?
[AGENT][POSITIVE] You, you're so welcome.
[CUSTOMER][NEUTRAL] I mean for each year
[AGENT][NEUTRAL] Yes, that wellness form is located online at [PII].
[CUSTOMER][POSITIVE] OK, yeah, I'm looking at it now. OK, OK, OK, well thank you so much.
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] You're welcome. Thank you so much for calling ATL. You have a great day bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.