AccountId: 011433970860
ContactId: 4f741c6f-53bd-4841-a619-b71946d78721
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213520 ms
Total Talk Time (AGENT): 90227 ms
Total Talk Time (CUSTOMER): 77967 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/4f741c6f-53bd-4841-a619-b71946d78721_20250617T13:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you doing?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] I'm OK. I have a question. I'm trying to file a wellness, uh, uh, claim on my uh cancer policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I need to know uh if a couple of things are covered or if it's just still just mammogram. I, I can't remember.
[AGENT][NEUTRAL] Oh, OK. Um well, I can help you with your coverage and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Yes, I've got two. It's 433-490.
[CUSTOMER][NEUTRAL] And 491
[AGENT][NEUTRAL] Alright, here we go, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, it's um
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's my address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then my email address is [PII].
[CUSTOMER][NEUTRAL] And what else did you need?
[AGENT][NEUTRAL] And then your um your date of birth.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um so you said you needed to know if a few things were covered under wellness.
[CUSTOMER][NEUTRAL] Right. I know the mammograms are.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Is bone density screening?
[AGENT][NEUTRAL] No, not for, not for wellness, that's considered diagnostic testing.
[CUSTOMER][NEUTRAL] OK, I'll scratch that out. Um, and what about, uh, colonoscopy?
[AGENT][NEUTRAL] Colonoscopies are considered diagnostic testing as well. Um, let me, so wellness is like your mammograms, Pap smears, um, your physical can be counted as wellness, um.
[AGENT][NEUTRAL] Yeah, the like that the other things are more like testing like.
[AGENT][NEUTRAL] would be in the same category with like an ultrasound or.
[CUSTOMER][NEUTRAL] OK. All right. And let me ask you this, I used to mail it to the address.
[CUSTOMER][NEUTRAL] Over in uh [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] But it says it to me it [PII] now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I was just about to say, OK, so yes, that's the old address, um, but the [PII], do you have the, do you have the whole thing or I can give it to you if you need it.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Yes ma'am. Mhm. That's the new claims mailing address. So we, we are still in flow. It's a different building, but there's like, uh, there's like 3 people there, I think, so everything goes to the big like the headquarters in [PII].
[CUSTOMER][NEUTRAL] OK. Well, that's all I need. I'll mail it today then.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APO M Ivers. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.