AccountId: 011433970860
ContactId: 4d799142-0f3c-45a4-ba3e-4f5c9a201a32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 633380 ms
Total Talk Time (AGENT): 286778 ms
Total Talk Time (CUSTOMER): 200771 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/4d799142-0f3c-45a4-ba3e-4f5c9a201a32_20250409T16:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Um, I'm calling to find out about my benefits. Um, I have a doctor's appointment this afternoon.
[CUSTOMER][NEUTRAL] And they wanted me to do a physical.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because it's an annual thing I guess.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Am I covered for physicals? That's my first question.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] And also I know he.
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] And then um
[CUSTOMER][NEUTRAL] Oh, OK. Uh, I'm also due for a colonoscopy procedure, and I know he's gonna
[CUSTOMER][NEUTRAL] Do that this afternoon uh refer me to someone and I wanted to know if I was covered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right. I can help you with your benefits, sir. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My phone number [PII].
[AGENT][POSITIVE] OK, thank you very much, [PII]. I appreciate that. And what is your policy number?
[CUSTOMER][NEUTRAL] My policy number is.
[CUSTOMER][NEUTRAL] Policy is 02280800.
[AGENT][NEUTRAL] OK, let me look your policy up real quick.
[AGENT][NEUTRAL] OK, [PII], I'm gonna need for you to verify some information for me, sir. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII] and my birth date.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Your
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Your email, sir, and then one last verification, your email. So that's OK, it's a lot.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][POSITIVE] OK, thank you, [PII]. I appreciate you verifying your policy for me. OK, so let's look at your benefits.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's gonna be just a minute while the computer loads it for us, OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so you have.
[AGENT][NEUTRAL] And this is just to verify your benefits. It's not a guarantee of payment. You have an outpatient accident and sickness treatment benefit. Um, the physician's office where you'll have your physical done.
[AGENT][NEUTRAL] Uh, it pays up to $150 for your visit.
[AGENT][NEUTRAL] And then, um, if you go to an ER urgent care center, physician's office.
[AGENT][NEUTRAL] For the colonoscopy, it also pays up to $150 for.
[AGENT][NEUTRAL] Your um
[AGENT][NEUTRAL] Visit and then you have diagnostic testing benefit.
[AGENT][NEUTRAL] Uh, that pays up to $400.
[CUSTOMER][NEUTRAL] Diagnostic.
[CUSTOMER][NEUTRAL] And that would be like what? 400?
[AGENT][NEUTRAL] It pays up to $400 for a cover.
[CUSTOMER][NEUTRAL] For um.
[CUSTOMER][NEUTRAL] What would the diagnostic be like uh X-rays and stuff like that?
[AGENT][NEUTRAL] Yes, diagnostic testing. Um, let me pull up your policy to see what it says. If it says anything specific about a colonoscopy.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It's gonna be just a minute while the computer loads it in for us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, it's pulling it in.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alright, let me find your schedule of benefits real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So it says that um your diagnostic testing can be in a freestanding facility.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that would fall under the $400 benefit amount.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So that would be the colonoscopy.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, that would be the diagnostic testing.
[AGENT][NEUTRAL] And then um.
[AGENT][NEUTRAL] Let's see if it I'm looking for anything that says.
[AGENT][NEUTRAL] Anything is colonoscopy.
[AGENT][NEUTRAL] Wise
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Give me just a second. Please come pulling in all the benefits for you.
[CUSTOMER][NEUTRAL] OK, um, is there a reason why I was never sent, uh, anything physical like in the mail?
[CUSTOMER][POSITIVE] Of all what my benefits are so that I don't have to keep calling.
[AGENT][NEUTRAL] Right, I understand, um.
[AGENT][NEUTRAL] Let's look at your policy.
[CUSTOMER][NEUTRAL] Or, or on or on or on my, on my email.
[AGENT][NEUTRAL] Yes sir, um.
[AGENT][NEUTRAL] If you go to our online service center.
[AGENT][NEUTRAL] Let me give you that address to go to. If you sign up for the online service center, you can see your policy, all the benefits you have on your policy you can uh get a copy of your card and you can also file claims on that site. It's a direct portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] To a secured, S E C U R E D.
[CUSTOMER][NEUTRAL] Oh hold on, it cut out for a minute. Let me move to where I'm that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh right, go ahead, start it over again then.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Secured [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hold on
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Uh, all I heard was secured.
[AGENT][POSITIVE] Yeah, secured
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh secured that's.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Public, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Let me repeat that secured. Am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes sir, if you go there and you sign up on the online service center, your first option is gonna to choose is that you're a new user.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] A new user, that'll be my first option.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] And then, and then you would choose your individual with an APL policy.
[CUSTOMER][NEGATIVE] Um, let me, something's going on. I can't, I keep cutting out.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so on the online service secured I already got that so then after that cut out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh OK you're gonna be sign up as a new user and then you're gonna choose the option that you're an individual with an APL policy.
[CUSTOMER][NEUTRAL] Oh, new user.
[AGENT][NEUTRAL] And then you will just
[CUSTOMER][NEUTRAL] Option
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Individual individual policy.
[AGENT][NEUTRAL] Individual. Mhm.
[AGENT][NEUTRAL] And then you're just gonna figure out what you want to use for your username and password and you'll be in.
[CUSTOMER][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um
[CUSTOMER][POSITIVE] That's perfect thank you.
[AGENT][POSITIVE] You're very welcome, and you can get everything that you need to see about your, your policy there.
[AGENT][NEUTRAL] OK, let me see if.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me look and see. I'm still looking to see.
[AGENT][NEUTRAL] Diagnostic testing, medical imaging test.
[AGENT][NEUTRAL] It is $400 per day, a maximum of 1 calendar day per calendar year.
[AGENT][NEUTRAL] And then if they have to do an advanced study or a follow up test after they do the initial test, you get $100 per day.
[AGENT][NEUTRAL] For calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's $400 per day for the procedure and then if it goes beyond that, then it's $100.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, that she'll cover. OK.
[AGENT][NEUTRAL] Yes. OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] You've answered all my questions, I guess.
[AGENT][POSITIVE] Well, awesome. Good. I'm glad I was able to help you. Is there anything else, um, any more questions you may have?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, that'll be all.
[CUSTOMER][POSITIVE] For now that's good.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, [PII], I, you're very welcome and I hope everything goes well for you.
[CUSTOMER][POSITIVE] And thank you so much.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You too, sir. Bye-bye.
[CUSTOMER][POSITIVE] Have a nice day.
[CUSTOMER][NEUTRAL] All right bye.