AccountId: 011433970860
ContactId: 142eefef-bb2b-4f3c-9570-b1c11d69928b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1398390 ms
Total Talk Time (AGENT): 405251 ms
Total Talk Time (CUSTOMER): 651123 ms
Interruptions: 8
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/142eefef-bb2b-4f3c-9570-b1c11d69928b_20250618T17:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]
[AGENT][NEUTRAL] Hi, Ms. Hi, how are you doing?
[CUSTOMER][POSITIVE] But I'm calling in regard to my husband. Thank you. I'm doing good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. And how may I assist you today?
[CUSTOMER][NEUTRAL] Um, I'm trying to find out. I don't know if I called y'all already or or not, but um.
[CUSTOMER][NEUTRAL] Have, let's see, I'm trying, we have a little side policy and I turn in my mammograms every year and my husband uh turns in his PSA count. So I'm trying to find out. I don't think we've sent that to you yet for this year. Could you verify that? And uh um if not, I'll, I'm gonna try to get it from the urologist.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] OK. Oh, yes, ma'am, I'll be.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] I was gonna just say, uh, also, did we turn in, uh, from my mammogram in [PII] and his uh urologist PSA count in [PII] as well.
[AGENT][NEUTRAL] OK, um, well, I can search for both for you. And may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, thank you. It's uh the policy number is 590312.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes ma'am, I'm here.
[CUSTOMER][NEUTRAL] OK, uh, 590312.
[AGENT][NEUTRAL] Thank you, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Uh, mine, mine or his?
[AGENT][NEUTRAL] I'm yours.
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII].
[AGENT][NEUTRAL] The mailing address and email, um yes, the mailing and email address.
[CUSTOMER][NEUTRAL] OK, it's uh [PII] and uh the email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm looking for a mammogram in [PII] and a PSA count from urology for [PII] for your husband as well, right?
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] Yeah, that's what I'm, I don't have a copy of uh any of uh I don't know if I don't have it or if I lost it. Y'all may have sent it to me, but I'd like another copy if you could, of year [PII] for both of us. My mammogram and his urologist visit.
[AGENT][NEUTRAL] Another copy of the, another copy of the explanation of benefits.
[CUSTOMER][NEUTRAL] For the PSA.
[CUSTOMER][NEUTRAL] Yeah, I guess so. Let's see what y'all usually send it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see what I usually keep hold on just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah, I have the year [PII] I think, and y'all usually send me an explanation of benefits when I send y'all what I get from uh.
[CUSTOMER][NEUTRAL] The urology group.
[AGENT][NEUTRAL] OK, so it's, I'm just making sure I know what you're, um, what you're looking for for me to send to you. So you're wanting the explanation of benefits from the mammogram in [PII] and his PSA count in [PII].
[CUSTOMER][NEUTRAL] Well, yeah, y'all responded. I sent.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I, I, I guess I sent the mammogram.
[CUSTOMER][NEUTRAL] No, let's see.
[CUSTOMER][NEUTRAL] I'll put the phone down a second.
[CUSTOMER][NEUTRAL] OK, I submitted.
[CUSTOMER][NEUTRAL] Uh, uh, an account financial history by service date from Baton Rouge Urology.
[CUSTOMER][NEUTRAL] That's what I sent.
[CUSTOMER][NEUTRAL] So I really don't need.
[CUSTOMER][NEUTRAL] I don't think I need the uh.
[CUSTOMER][NEUTRAL] TSA account to send to y'all y'all. I probably need to call the accounting department at that at Baton Rouge urology. That's what I think I need to do.
[AGENT][NEUTRAL] OK, I'm getting confused now. Hold on one second. So,
[AGENT][NEUTRAL] So I, so, so you're just wanting to know if, if we received the claim for a mammogram and a PSA count in [PII] for you and your husband, right?
[CUSTOMER][NEUTRAL] This is for him.
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] OK, are you wanting me to send you like a copy of the explanation of benefits to your email? That's what we send out after we finish processing the claim. So to tell you like if we pay it out or whatever the outcome was. Is that what you're asking for or you just want to know if it's on file?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't, I don't know that I need that now that I'm looking at this. I don't think that that, I think.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK, I think what I need to do is send y'all like uh something.
[CUSTOMER][NEUTRAL] From, uh,
[CUSTOMER][NEUTRAL] Maybe uh the accounting department.
[CUSTOMER][NEUTRAL] Showing that we had a procedure. I had a mammogram.
[AGENT][NEUTRAL] Well, hold on.
[CUSTOMER][NEUTRAL] Um, and it has codes that's in 2000 I'm looking.
[AGENT][NEUTRAL] So we're kind of jumping the gun. Hold on one second.
[AGENT][NEUTRAL] I'm looking at a mammogram right now from [PII]. I'm just trying to figure out what exactly you need so I can get it to you. Are you just wanting to know if we have something on file here or you're wanting the documentation as well?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I want the documentation for my mammogram for [PII]. Did y'all pay?
[AGENT][NEUTRAL] OK, so this
[AGENT][NEUTRAL] Uh, hold on one second. So I got it. I'm so this this explanation of benefits here, we paid $75 for your mammogram [PII]. Are you wanting me to send you
[CUSTOMER][NEUTRAL] $5
[AGENT][NEUTRAL] This breakdown, OK, and you want me to do the same thing for your husband. OK, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's what I want, yes.
[CUSTOMER][NEUTRAL] Yeah, that's like it has the diagnosis and all on that.
[AGENT][NEUTRAL] Yes, ma'am. Well,
[AGENT][NEUTRAL] So the explanation of benefits shows what we process. It shows what we paid, what came in from the provider, it's what we send out to you in the mail after we process the claim.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, because I, I'm looking at one for [PII] and it is an explanation of benefits, so that's what.
[AGENT][NEUTRAL] Right, so what I'm so.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] So all you're all you're asking me to do is just look for [PII] for your mammogram and for his testing and send you the explanation of benefits.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I have your mammogram here. Let me search for, go ahead.
[CUSTOMER][NEUTRAL] Yes, and then.
[CUSTOMER][NEUTRAL] Let's see what was I gonna tell you and uh I I need to call. I know what I need to do now I need to call the accounting place where he had his PSA.
[CUSTOMER][NEUTRAL] And I need to call.
[CUSTOMER][NEUTRAL] Uh, mine for [PII].
[CUSTOMER][NEUTRAL] That's what I need to do, I'm pretty sure.
[AGENT][NEUTRAL] OK, so I'm, I have.
[CUSTOMER][NEUTRAL] And then submit it.
[AGENT][NEUTRAL] So I have
[CUSTOMER][NEUTRAL] And then submit it to y'all.
[AGENT][NEUTRAL] Yes, ma'am, that's fine for [PII]. Um, for [PII], I have both his test and your test. Are you wanting me to mail the copy of the explanation of benefits to you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I have them both here.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, and that's for [PII]?
[AGENT][NEUTRAL] Yes, this is his PSA and your mammogram for [PII]. I'm sending you the explanation of benefits.
[CUSTOMER][NEUTRAL] OK, and you can't do anything until I get that paperwork from the accounting place.
[CUSTOMER][NEUTRAL] Uh, like I did before.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. Once you file the claim for 25, we'll process that as well.
[CUSTOMER][NEGATIVE] You can't do it
[CUSTOMER][POSITIVE] OK, that's all I need. Thank you so much. I appreciate it if you send me something, I'll give, I'll give you an excellent rating. So uh what you're sending me, uh-huh, it's gonna, you're gonna send it in the mail, huh?
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] Well, thank you.
[AGENT][NEUTRAL] Yes, ma'am, um, so I can email it to you also if you like, whichever you prefer, um, or both.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] You can email it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Go ahead and well yeah go ahead and email it to me.
[AGENT][NEUTRAL] OK. Do you mind if I place you on just a brief hold? I just want to make sure you get it while we're on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Hey, I just wanted to check with you. I'm almost done. I'm waiting for his to upload and then I'm sending the email. I just didn't want you to think I forgot about you. I'm still here, OK.
[CUSTOMER][MIXED] Oh, that's fine, that's fine. I appreciate it. Now I do I just, I found one thing uh concerning my mammogram this year, um.
[AGENT][POSITIVE] OK. You're welcome.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see, and you're mailing me the [PII], right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, uh, I went to the, uh, let's see.
[CUSTOMER][NEUTRAL] What did I have? I had a mammogram on uh [PII], and it does give me the diagnosis code and uh and uh two diagnosis codes. Um just out of curiosity, would that
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Be what y'all would need.
[AGENT][POSITIVE] Um, yes, ma'am, as long as it shows the diagnosis codes and the like the amounts, um, yeah, the information that you sent in before is the way you've been sending it is, is totally correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, well, I'll do that. I'd rather keep that going.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I'll wait on it. Thank you so much and you're you're, uh, can I check to see if I get it?
[AGENT][NEUTRAL] Um, hold on one second. I just attached his. I'm getting ready to send it to you now.
[CUSTOMER][NEUTRAL] Before
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][POSITIVE] Take your time. I appreciate your help.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] I'll give you an excellent rating if you send me something.
[AGENT][NEUTRAL] Well, I can't send you anything, but I can let you speak to my supervisor if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] OK. Well, hold on one moment. I'm almost done with Mr. [PII]'s.
[CUSTOMER][NEUTRAL] If she's available.
[CUSTOMER][NEUTRAL] OK, and tell me your name again.
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And I usually say the first initial to my last name is [PII], so.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] That won't be hard to remember.
[CUSTOMER][POSITIVE] [PII] OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You're welcome. OK, I'm typing it up now.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. So I got both of y'alls on there. I, I'm sorry, I just wanna make sure I got everything for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, Ms. [PII], I'm in another screen. Your last name um spelling [PII], I couldn't look over.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][POSITIVE] Perfect, perfect, that's perfect.
[AGENT][POSITIVE] Oh, that's good. OK, good.
[AGENT][NEUTRAL] Um, so a punch.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] A copy.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, now it may come to your spam folder, but you're looking for the care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I am hitting the same button right now.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so let me know when you get that.
[CUSTOMER][NEUTRAL] OK, hold on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I hope I don't hang up on you. Hold on just a minute.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, I didn't get it.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, it may take a, it may take a little while, um, but check the junk folder and your inbox.
[CUSTOMER][NEUTRAL] Um, in my inbox.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, let's see how do I get out of this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 19.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEGATIVE] I didn't get it.
[AGENT][NEUTRAL] OK, it, it'll, let's just give it a minute or two because I just sent it, so I, I don't know how quick it'll get to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you may have to refresh also.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Now, you're talking to a [PII], so how do I refresh.
[AGENT][NEUTRAL] OK, um, so you know the little, like the little blue arrow, that's like a circle?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] No, where is that?
[AGENT][NEUTRAL] Um, you can, so let's see, the easiest thing to do, you can just click out of whatever you're looking at your email on and go back into it.
[CUSTOMER][NEUTRAL] It.
[AGENT][POSITIVE] And then that's the same as refreshing.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEGATIVE] Cause I'm not sure what it looks like on your end. So I don't wanna.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] I don't know why I can't get it.
[CUSTOMER][NEUTRAL] The last thing I got was at [PII]
[AGENT][NEUTRAL] Hold on one second, I'll I'll send it, um, again, let's see what happens.
[CUSTOMER][NEUTRAL] it's.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That was in my junk. OK, let me go to my regular so I can get there, yeah, here it is, here it is.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Take your time.
[AGENT][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] OK, I got it 2 attachments, right? OK, so what do I do? Just, uh, open those up and print it?
[AGENT][POSITIVE] Yes, OK, good.
[AGENT][NEUTRAL] Yes, ma'am, um, one is yours, um, your mammogram and the other is his, uh, PSA.
[AGENT][NEUTRAL] Uh, test.
[CUSTOMER][NEUTRAL] But if it's not too much trouble, can you send it to me in the mail?
[AGENT][POSITIVE] No, it's not trouble at all.
[CUSTOMER][NEUTRAL] OK, we'll do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I'll send it, um, now that one I'll have to send a request for, but I'm sending it now, so you should be receiving that. We usually say about a week, maybe with the mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, and that would be for uh 2025.
[AGENT][NEUTRAL] 4.
[CUSTOMER][NEUTRAL] 24.
[AGENT][NEUTRAL] Mhm. You haven't filed 25 yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You are sending that's right, you're sending 2024 in the mail. OK, thank you so very much. You were helpful, very helpful, so I'll be happy to talk to your supervisor.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] Oh, well, thank you. OK.
[CUSTOMER][NEUTRAL] And your name is?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] OK, OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Before I get my supervisor for you, you're very welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, I think that'll do it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] It looks like she's in a call, but I can get you to her voicemail and she'll check it, OK?
[CUSTOMER][NEUTRAL] do
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, her name is [PII].
[CUSTOMER][NEUTRAL] And then for [PII], [PII], OK, for [PII], what did you tell me now?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, that one is the one you're gonna file with us.
[AGENT][NEUTRAL] With the um with that paperwork that had the code on it.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once you send that into us, you, you'll get another copy of that explanation of benefits for the [PII].
[CUSTOMER][NEUTRAL] OK, yes.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're welcome. Well, thanks for calling APL and hold on one moment while I get you over to Ms. [PII], OK?
[CUSTOMER][NEUTRAL] OK, OK, uh-huh.
[AGENT][POSITIVE] All right. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][POSITIVE] Hello, you've reached the desk of [PII] in the [PII] Public Life Administration [PII]. I'm currently away from my desk, but please leave your name, telephone number, and a brief message to indicate how I can help you. Your call is very much appreciated. Thanks and have a great day.
[CUSTOMER][NEUTRAL] Please leave a message after the tone.
[CUSTOMER][NEUTRAL] When you have finished, please hang up or press the pound key for more options.
[CUSTOMER][NEUTRAL] Uh hi, my name is [PII] and uh my husband and I both have policies with American Public Life. And uh his name is [PII] I just wanted to let you know that I called American Public Life. I had a few questions and I spoke with a very, very
[CUSTOMER][POSITIVE] A nice young lady by the name of [PII] and I would just like to let you know that uh she helped me, uh, I'm [PII] old, so she was very, very kind, very patient, and was able to answer everything that I asked her. So just please recognize her for her job. Well done. Thank you so much.
[CUSTOMER][NEUTRAL] My number is uh.
[CUSTOMER][MIXED] [PII]. If you do call back, leave a message because we get so many of these scam calls, but thank you so much.