AccountId: 011433970860
ContactId: 3c352575-cd6f-446b-a495-10ee7a2672b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 536869 ms
Total Talk Time (AGENT): 207897 ms
Total Talk Time (CUSTOMER): 205565 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/3c352575-cd6f-446b-a495-10ee7a2672b3_20250421T18:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] um.
[CUSTOMER][NEUTRAL] Uh, I'm just calling to see about some benefits that I have, um, through a group policy at the school, um, let me see if you could help me with that.
[AGENT][POSITIVE] Yes, Ms. [PII], I can help you with benefits. Can you please give me your callback number, ma'am, just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] Well, that's what I'm looking for. I am not sure if I even have anything that would show that, so that's kind of what I'm trying to see, um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] If you don't know it, I can look it up with your social if you'd like to give that to me.
[CUSTOMER][NEUTRAL] Currently.
[CUSTOMER][NEUTRAL] OK, that, that will work. Uh, it is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and I'm trying to see.
[AGENT][NEUTRAL] OK, let me look real quick.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Give me just a second and I'll be able to pull it in.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Ms. [PII], I believe I have your policy pulled up now. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then also for security reasons, I'll need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, it, uh, let's see, what you say address is [PII]. Uh, do you say phone number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] What, what else do you need? [PII].
[AGENT][NEUTRAL] The phone number
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then one last verification, yes.
[CUSTOMER][NEUTRAL] And the email.
[CUSTOMER][NEUTRAL] OK, uh, I'm, I'm sorry I think I'm getting a delay or here or um it's cutting out, um, so I apologize if I'm speaking over you. uh, my email is.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I'm not sure what you have uh [PII].
[AGENT][POSITIVE] That's it. That's correct.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK. All right, Ms. [PII]. I do show that you have a cancer policy with us.
[CUSTOMER][NEUTRAL] OK, yes, now my question is, go ahead.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, I was gonna, I was gonna ask you if you had the questions that you had for the policy that I could help you with on your benefits.
[CUSTOMER][NEUTRAL] OK, uh, my question is, is there a, a wellness check, um.
[CUSTOMER][NEUTRAL] On there that part of that policy.
[AGENT][NEUTRAL] Let me um pull up your policy real quick and I can read it and see if you have wellness benefits on this policy.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] It's gonna be just a, you're very welcome. It's gonna be just a moment while the policy pulls in.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's try and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sometimes it takes a little bit because they're pretty big policies.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm sure, yes.
[AGENT][POSITIVE] OK, it's, it's pulled up and let me get to your schedule of benefits and I'll be able to tell you if we have wellness.
[AGENT][NEUTRAL] For you on this policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you do have on this policy your cancer screening benefit rider and this is just to verify your benefits. It's not a guarantee of payment. You have uh.
[AGENT][NEUTRAL] A maximum of 1 test per covered person per calendar year of $50.
[CUSTOMER][NEUTRAL] OK, um, I guess is that.
[AGENT][NEUTRAL] That would be your wellness.
[CUSTOMER][NEUTRAL] OK, would that include like a regular uh CBC blood panel or um are there certain.
[CUSTOMER][NEUTRAL] Blood tests specific to cancer or what, what um
[CUSTOMER][NEUTRAL] I guess, uh, um, um, a mammogram I guess would be one thing that would be.
[AGENT][NEUTRAL] Uh, yes, a mammogram is covered, breast ultrasound, breast demography, breast blood test, um, colon cancer test, prostate antigen blood test, the, the PSA.
[AGENT][NEUTRAL] Um, flexible but it has a colonoscopy, uh, virtual colonoscopy, ovarian cancer blood test, which is the CA 125 blood test.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, Pap smear.
[CUSTOMER][NEUTRAL] Right. OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, and it did the wellness check.
[AGENT][NEUTRAL] Chest X-ray.
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] OK, the wellness check pays 11 test per year, is that what you're saying?
[AGENT][NEUTRAL] Yes, per covered person of $50.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] Right, I have my husband's on this policy too, so I guess like I think the PSA test is that the prostate, prostate?
[AGENT][NEUTRAL] Yeah, that, yes.
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, well that's my question. I wasn't sure if I needed to um try to turn those in or not and I didn't wanna send it if it wasn't, you know, part of it, so that is what I needed.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, I'm glad I was able to help you. Yes, ma'am.
[CUSTOMER][NEUTRAL] And can you help
[CUSTOMER][NEUTRAL] Yeah, uh, one thing I do, I tried to get on here.
[CUSTOMER][NEUTRAL] To kind of look myself um but I couldn't seem to get as a new user logged in um how to really go about that do you know anything about that end of it?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, for the online service center.
[CUSTOMER][NEUTRAL] Yes ma'am, I guess to to to maybe file this online somehow.
[AGENT][NEUTRAL] Yes you can do that yes ma'am you can absolutely do that um we verified your your information and everything matched what I have so when you go in you choose the new user that's your first step and then the second step is you're gonna choose I'm an individual with an APL policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK. All right, I.
[AGENT][NEUTRAL] And then it'll be just um right your social and then um you'll have to choose your own username and password.
[CUSTOMER][NEUTRAL] OK, so now I can put in my.
[CUSTOMER][POSITIVE] Sounds good. All right, I appreciate your help. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that, that answered my questions. I appreciate it.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Well, you're very welcome. I hope you have a blessed day and thank you so much for calling APL Ms. [PII].
[CUSTOMER][POSITIVE] Thank you so much bye bye.