AccountId: 011433970860
ContactId: 2d5ec9e7-b50e-4bd2-8087-8ae622beb444
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235889 ms
Total Talk Time (AGENT): 127439 ms
Total Talk Time (CUSTOMER): 60332 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/2d5ec9e7-b50e-4bd2-8087-8ae622beb444_20250514T21:05_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] Yes ma'am, I have a question about.
[CUSTOMER][NEUTRAL] So I'm trying to see if some of what I've had done is covered.
[AGENT][NEUTRAL] OK. Well, I can help you with your coverage. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] 252-5600
[AGENT][NEUTRAL] Thank you for that. And I have your policy here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And it should be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um what type of service did you have done?
[CUSTOMER][NEUTRAL] OK, so today I had to go in and get um.
[CUSTOMER][NEGATIVE] 3 spots biopsied and then I had several other ones like burnt off.
[AGENT][NEUTRAL] OK, hold on one moment, let's see.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Trying to see the preventative.
[AGENT][NEUTRAL] The services itself.
[AGENT][NEUTRAL] There's no coverage for I was trying to see if maybe once they take it to um like a get it um.
[AGENT][NEUTRAL] I guess evaluate it so that they can give the diagnosis if some, if at that point, um, let me see if this has been used before.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No. Um, so if, if there ever, hopefully there's not, but if there is a positive diagnosis, you do have an internal, um, cancer first occurrence benefit that you may be eligible for, which would pay, um, excuse me, a lump sum of $7500 to you and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, is it just you and you have dependents? Yes. So, um, you're eligible, um, dependent children on the policy will pay $11,250 per eligible dependent.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that, um, and then now in terms of like what they did for the biopsy because they're looking to see if there's like a preventative benefit or something we can try to use maybe, but
[AGENT][NEUTRAL] Yeah, this, I'm not showing it on this one, just like the lump sum and then like for diagnostic testing like.
[AGENT][NEUTRAL] If it's considered diagnostic testing, then the policy would pay up to $50.01 test per calendar year and
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, so you do have that benefit also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well thank you you've been very informative and I appreciate you walking me through that today.
[AGENT][POSITIVE] Well, you're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.