AccountId: 011433970860
ContactId: 3bf2dc59-c25a-4cde-b937-e76c48a57982
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415190 ms
Total Talk Time (AGENT): 225167 ms
Total Talk Time (CUSTOMER): 161904 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/3bf2dc59-c25a-4cde-b937-e76c48a57982_20250117T23:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][NEUTRAL] Doing well how are you?
[CUSTOMER][NEUTRAL] I'm good. I know, um, I really just have a question. Last year, my, one of my business or business benefit coordinator said you can submit a, you know, like a mammogram and get $50 back.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So is that just one time a mammogram or
[AGENT][NEUTRAL] Yeah, depending on the policy.
[AGENT][NEUTRAL] We can get your policy pulled up and we will definitely take a look at those benefits. Um, let me get that. What was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] with MISD.
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I don't, I don't know unless it be on this paper that they said was declined or.
[CUSTOMER][NEUTRAL] already turned in.
[CUSTOMER][NEUTRAL] Um 0241.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 4474
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, [PII] just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address we've got on file for you uh looks like it might be through your employer.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] That's it thank you so much for verifying that give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And just so that you are aware, [PII], the policy number you gave me was an older one. I do have the if you wanted it for your records, I do have the one that is currently active if you'd like me to give that to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready for that. OK, it is 0252.
[CUSTOMER][POSITIVE] Go for it. I'm ready.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 79
[CUSTOMER][NEUTRAL] 552
[AGENT][NEUTRAL] Sorry, 0252.
[CUSTOMER][NEUTRAL] I'm sorry. Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 79
[AGENT][NEUTRAL] 63.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a moment, I'm getting your policy pulled up here and we will take a look.
[AGENT][NEUTRAL] Those diagnostic tests.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Then maybe that's why this thing was declined I guess maybe.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm grandma's birthday.
[AGENT][NEUTRAL] So I do see diagnostic testing, uh, maximum of 1 test per covered person per calendar year, and that is uh $50.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, I sent in a picture of a screenshot of my mammogram and I got a this paper saying it was a duplicate of a previous submitted expense which it was I get one every year.
[AGENT][NEUTRAL] When, when did you?
[CUSTOMER][NEUTRAL] So it should have a new date on there.
[AGENT][NEUTRAL] When was that uh the date of service for the mammogram?
[CUSTOMER][NEUTRAL] Oh, of course, I already sent it and let me see if I can, uh, it was in December.
[AGENT][NEUTRAL] It was in December, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So I don't know because I have I put the old policy number on there maybe they're thinking it's a duplicate.
[AGENT][NEUTRAL] Yeah, that's what I'm wondering. Give me just a moment. OK, I do see it. Let's see.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I was like I got I get one done every December so I try to just send that in.
[AGENT][NEUTRAL] OK, so the one that we received, I did just look at your old policy looks like we received it [PII], and it's showing the date of service as [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What? That's a 4.
[AGENT][NEUTRAL] Is that not the information that you submitted?
[CUSTOMER][NEUTRAL] Give me one second. I actually took a picture of it, so hopefully I still.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know how the computers are.
[AGENT][NEUTRAL] Yeah, of course I could try to take a look too. Give me just a moment.
[CUSTOMER][NEUTRAL] That's fine. I was just, I thought I, I have a picture of it.
[CUSTOMER][NEUTRAL] So mine is an old picture. I don't know why. OK, I'll probably have to resubmit it, but when I resubmit, I need to put my new number on there.
[AGENT][NEUTRAL] Yes, um, it's not a huge deal if you don't typically they're pretty good about, you know, moving it to the correct policy, um, but it would make it go a bit faster.
[CUSTOMER][NEUTRAL] OK, and then, um, would I just, can I, can we upload these or is this just the fax?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh no, you can upload it um do you have access to our online portal?
[CUSTOMER][NEUTRAL] I don't think I do really to be honest with you I think I've been faxing it in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, alright, um, let me ask you this first, [PII], do you have access to a desktop or a laptop computer?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Not right this second, but like normally I do, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I see so the reason I ask is that our website really doesn't have support for mobile devices like phones or tablets, so it would have to be accessed on a desktop or a laptop to upload claim information but that is, I would say the fastest and easiest way to get claim information to us by far um you would just use that information that we just verified that email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To create the account and once you do there's going to be a spot on the main screen that says upload documents um and then of course you know it would you would find the correct claim form so cancer claim form or wellness benefit um and then uh just upload the supporting documents right there and it gets to us almost instantly and then from there we can just process it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty I appreciate it. I was just like I know this is a new one but I guess I clicked on the wrong one but I'll have to go on and get it but.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, that's fine. Did you I can give you our uh the web address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's
[CUSTOMER][NEUTRAL] Is that the [PII]?
[AGENT][NEUTRAL] Kind of no so just before that it's the word secured with an ED secured. [PII]. So the [PII] is our just regular public website that you can get general information, um, but the secured. Amub is our online portal that would be for your individual account.
[CUSTOMER][NEUTRAL] Is it OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome I appreciate that.
[AGENT][NEUTRAL] Yeah, of course, did you have any other questions for me?
[CUSTOMER][NEUTRAL] No, I don't think so. I think I just need to go print off my new paperwork and send it right back on.
[AGENT][POSITIVE] Alright, well, hopefully it doesn't take too long for us to get that process and corrected for you. I understand. Well, thanks for giving us a call. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You know, I thought it was way too easy.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] But