AccountId: 011433970860
ContactId: 2648bc6e-bf6f-4309-a4a9-3b490688bfdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376720 ms
Total Talk Time (AGENT): 108098 ms
Total Talk Time (CUSTOMER): 236067 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/2648bc6e-bf6f-4309-a4a9-3b490688bfdf_20250220T20:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII] and I mailed a claim in and I was just checking to see if it got there. Can I give you my policy number or what do I need to give you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what's your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] It says it's 25583558.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] In
[AGENT][NEUTRAL] Let's see, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] OK, [PII] mailing address is [PII] and uh my email address is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yes, ma'am. I show, looks like we received your claim yesterday.
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And it processed yesterday, so a check will be mailed out today.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[CUSTOMER][NEUTRAL] Oh, OK, can you tell me how much it is? Can you.
[AGENT][NEUTRAL] Uh, it looks like it's for $50.
[CUSTOMER][NEUTRAL] $50?
[AGENT][NEUTRAL] Yes, ma'am. Was this for hormone?
[CUSTOMER][NEUTRAL] Well, it's for cancer medicine and I uh it's for a year, um.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 6036
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] That's 1855.
[CUSTOMER][NEUTRAL] She wrote it she screaming from my friend di say all but Ire it out.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] How from your.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I can get for life. I'm interested in.
[AGENT][NEUTRAL] Uh yes, ma'am. It looks like they pay $50. Um, I can transfer you to an examiner and they can verify how they process the claim.
[CUSTOMER][NEUTRAL] OK, because last year one of them was, let's see what year was this, um, [PII]. I got a $600 check.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEGATIVE] Well, that, no, and then I got an additional $200 check. No, $400. I got $600. I don't know what's the deal is there, OK, because they gave me $50 for each time.
[CUSTOMER][NEUTRAL] That I got it and uh.
[CUSTOMER][NEUTRAL] But they started giving me 90 days of the medicine.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] So it doesn't look like, you know, before it would just only be monthly 30 days so it was like, you know, I got 12 months of it, but now it's not gonna be 12 months of it because they gave, even though the medicine is for 12 months, they're giving it to you for 90 days, so it's 3 months at a time, but that's what I was wondering, but I've never had it for $50. They usually do $50.
[CUSTOMER][NEUTRAL] OK, so you're gonna transfer me over.
[AGENT][NEUTRAL] Yes, ma'am, and um that way an examiner can verify how they process the claim.
[CUSTOMER][NEUTRAL] Can I
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, can I ask you one more question? OK, they still, I'm gonna have a mammogram in March and an ultrasound since I've had cancer. So do they, I can send.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That bill in right? because don't they give you so much for having a mammogram, maybe $50 or whatever, or do they still do that?
[AGENT][NEUTRAL] For screening?
[CUSTOMER][NEUTRAL] Spring, yeah.
[AGENT][NEUTRAL] I look at, let me see.
[CUSTOMER][NEUTRAL] I haven't done it. I, I think I kept.
[AGENT][NEUTRAL] Uh, you do have a cancer screening benefit under the plan, um,
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] Oh, OK. I just kept forgetting to do it and so I thought, well, heck.
[CUSTOMER][NEUTRAL] I, because I have to go all the way to [PII], which is over like 100 miles that I drive.
[CUSTOMER][NEUTRAL] To get the OK.
[CUSTOMER][NEUTRAL] Alright, well,
[AGENT][NEUTRAL] 3 beds.
[AGENT][NEUTRAL] Yeah, let me transfer the customer or to the examiner because I'm not sure how you process. Hold on one moment for me, OK?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] Hey [PII], I'm good. How are you?
[AGENT][NEUTRAL] I'm so sleepy. I think I need some sugar. I think I'm gonna give me a cup of coffee because I only had one today and I usually almost have 3.
[CUSTOMER][POSITIVE] That sounds like a plan.
[AGENT][NEUTRAL] Maybe that's the reason why, but uh.
[AGENT][NEUTRAL] I have an insured on the phone. She's calling by her claim that was processed. She at first wanted to make sure we received it, which we did, and it was processed yesterday, but it was only $50 for hormone, and she is stating that she sent a whole year.
[AGENT][NEGATIVE] A bill showing the whole year and want to know why it's just 50.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the policy?
[AGENT][NEUTRAL] 255-83558.
[CUSTOMER][NEUTRAL] OK, that's [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright you can send her over.
[AGENT][POSITIVE] All right, lady [PII]. Have a great day.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][NEUTRAL] Bye.