AccountId: 011433970860
ContactId: 1a4ff85a-dc4e-4b8a-af8e-079397422a82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451359 ms
Total Talk Time (AGENT): 163114 ms
Total Talk Time (CUSTOMER): 111920 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/1a4ff85a-dc4e-4b8a-af8e-079397422a82_20250225T17:32_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, yes, so I was calling to um verify um some uh my benefits.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] My last name is [PII] [PII] and then my number is [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number, [PII]?
[CUSTOMER][NEGATIVE] I don't. I got it through my insurance. I'm going through my school, and I don't, I haven't received like a card or anything like that.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And you're gonna have two last names or just one, M. [PII]?
[CUSTOMER][NEUTRAL] Just one.
[AGENT][NEUTRAL] OK. Let me have the spelling of your first name one more time.
[CUSTOMER][NEUTRAL] This one.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Email address is [PII], and my address is [PII].
[AGENT][NEUTRAL] And you have [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that is my old, um, that is my old apartment.
[AGENT][NEUTRAL] OK, so there's no apartment on this one.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, and we have your work email is that OK?
[CUSTOMER][NEUTRAL] Yes, my email is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, all right.
[CUSTOMER][NEUTRAL] For that car, one of them.
[AGENT][NEUTRAL] Thank you. OK, um, let me see if we have um.
[AGENT][NEUTRAL] If we have sent anything um and you said you have not received anything at all, no paperwork or anything about that, OK.
[CUSTOMER][NEUTRAL] No, I, no, ma'am, no ma'am, I haven't.
[AGENT][NEUTRAL] OK, let me go ahead and send the request and see if we can send you those documents. Do you mind holding for me?
[CUSTOMER][NEUTRAL] No, don't mind holding at all.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for Ms. [PII]. OK, so this particular group has a set up electronic documents. So in order for you to get um your documents you need to register online so you can go to our website at [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And click on sign in and create your account and once you create your account you can um go ahead and double click the policy number which is gonna be blue and it will download all the documents of your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, awesome. And I had a quick question. Um, one that I was reading that um you guys would pay $500 for the uh CT scan. Um, how does, how would, how would I get that, uh, pay? Will I have to pay first and then be reimbursed, or how does that work?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Let me go ahead and pull the benefits. Uh, was it positive for cancer?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I'm sorry for that. OK, so yes, um, you can go ahead and send us the claim. Um, the claim forms are in our website at [PII] on the claims and forms. So you're gonna click on the cancer claim form and you're gonna fill it out, send in an itemized bill with the diagnosis code.
[CUSTOMER][NEUTRAL] OK. And so if, if it's not, cause it, it hasn't been done yet, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So like it how would that work if I do I, will I be able to, will you guys be able to pay for it up front or would I have to pay for it and then submit a claim?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct. You will have to pay out of pocket and then submit a claim for reimbursement.
[CUSTOMER][POSITIVE] OK awesome OK awesome thank you so much.
[AGENT][NEUTRAL] You're welcome. So when you get to the point of leaving the office, just ask them for a fully itemized bill with the diagnosis code. You're gonna need that, OK?
[CUSTOMER][POSITIVE] OK, will do, thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Ms. [PII]? Do you need the policy number or any other information?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Um, yes, can I have that policy number if you don't mind?
[AGENT][NEUTRAL] Mhm, I don't. OK, the policy number is 02541206.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, sorry about that. uh 002.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] 54
[CUSTOMER][NEUTRAL] Uh, what was the rest? I'm sorry. 54.
[AGENT][NEUTRAL] It's OK. Mhm. 12.
[CUSTOMER][NEUTRAL] 12
[AGENT][NEUTRAL] 06
[CUSTOMER][POSITIVE] 06. OK, thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] Thank you. Thank you for calling ATL. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you. Bye bye.