AccountId: 011433970860
ContactId: 18c7bf34-9c5a-4c35-b198-ece582434ba8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138990 ms
Total Talk Time (AGENT): 47043 ms
Total Talk Time (CUSTOMER): 94416 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/18c7bf34-9c5a-4c35-b198-ece582434ba8_20250626T13:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, I just had a question. Uh, I just had a mammogram recently and I did file and I did get my payment, but I have not been filing the last few years. I just thought about it. How far back can you go? I mean, can I go back and do last year's or can.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, there's, there's no.
[CUSTOMER][NEUTRAL] Well, how far back could I go? Because I go every year and I just, I just forgot about doing that. And uh but I can get my
[AGENT][NEGATIVE] Yeah, no.
[AGENT][NEUTRAL] You can do any years that you haven't submitted.
[CUSTOMER][NEUTRAL] I could get my hospital
[CUSTOMER][NEUTRAL] Oh good I'm glad to hear that. So I hope that surely they'll still have my records. I mean my payment thing. I, I know I have to send that to you, um.
[CUSTOMER][NEUTRAL] Verifying that I did have it, is that right?
[AGENT][NEUTRAL] Mhm, mhm, mhm, yeah.
[CUSTOMER][NEUTRAL] They should still have a record, I would think. I hope so. I'll call and see. I'm glad I called you because I wasn't sure and um
[AGENT][POSITIVE] Yeah, no, absolutely.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] But I had a bone density test, but that doesn't count, does it?
[AGENT][NEUTRAL] That wouldn't be, yeah, wellness test, no.
[CUSTOMER][NEUTRAL] OK, OK, then I will. Now, what about just a physical, I mean my yearly physical, do you do that too or not?
[AGENT][NEUTRAL] Well, so
[CUSTOMER][NEUTRAL] Like when I go to my family doctor for my yearly uh checkup.
[AGENT][NEUTRAL] Yeah, so wellness benefit would just pay once a year, so it's either gonna pay once for the, the physical or the mammogram. You can't do both.
[CUSTOMER][NEUTRAL] OK, and they, they pay the same amount that wellness in the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mammogram. OK, well, I'll just do my mammograms that cause I need to go way back. So, uh, well, I appreciate that. OK, I hope they've got my records. If, if they don't any way I can um
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] All right, sounds good.
[CUSTOMER][NEUTRAL] I mean I
[CUSTOMER][NEUTRAL] I don't know how I would
[CUSTOMER][NEUTRAL] Look it up anything I, I'll just call.
[AGENT][NEUTRAL] Most of, yeah, I mean, most of those places keep that stuff for at least 10 years, if not longer, so I don't think you'll have an issue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well I appreciate you so much and I'll I'll do that thank you.
[AGENT][POSITIVE] You're welcome. Have a good day. Uh-huh.
[CUSTOMER][NEUTRAL] Mhm, uh-huh bye bye.
[AGENT][NEUTRAL] Bye bye.