AccountId: 011433970860
ContactId: 536557ad-460a-4555-a7cb-a384da50f03c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 816960 ms
Total Talk Time (AGENT): 425306 ms
Total Talk Time (CUSTOMER): 369523 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/536557ad-460a-4555-a7cb-a384da50f03c_20250123T23:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APO. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII]. I've got, um, hey, I've got Miss [PII] on the phone.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Her policy number is 2581225.
[CUSTOMER][NEUTRAL] She's been verified. She is calling because her pay to date is [PII].
[CUSTOMER][NEUTRAL] I told her that she's going to draft for the year on [PII] and that will get her paid for a year.
[CUSTOMER][NEUTRAL] She does not like the fact that January has not been paid yet and I told her there's a 30 day grace period and she's gonna be OK to draft on the [PII].
[AGENT][NEUTRAL] It hasn't been paid because she came back as NSF.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, well she wants somebody to draft it.
[CUSTOMER][NEUTRAL] Before the end of the month, what she's got the funds, she wants to make sure it's been taken care of so I think she's asking for her draft date to change to one day before the end of January so that she can draft for the year.
[AGENT][NEUTRAL] Hang on, there's notes in here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I transferred her to you so you guys could change the draft date for her since she's saying she wants to pay for it now.
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] Oh, her account number was incorrect in our system and she corrected it.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then she asked to be switched to annual payment to make sure the payment over the phone.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Transfer her to billing.
[AGENT][NEUTRAL] change draft, so she's just wanting to change her draft day to draft it sooner.
[CUSTOMER][NEUTRAL] Yeah, she doesn't wanna wait till the first she wants it drafted this month.
[AGENT][NEUTRAL] OK, send it to me. I technically I clocked out but didn't clock out of the phone, so you caught me. You're fine.
[CUSTOMER][POSITIVE] Oh, OK. I'm sorry.
[AGENT][MIXED] It's OK. I was literally fixing to close everything down and it came through and I'm like, why am I getting dummy? You didn't log out of the phone. But it's OK. I got it. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][POSITIVE] OK, [PII], you're welcome bye bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Ms. [PII], this is [PII] in the customer service department. How are you doing today?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi, just fine. Hi [PII], how are you doing?
[AGENT][POSITIVE] I'm doing well, thanks for asking. The representative that transferred you stated you were inquiring about your policy and possibly wanting to change your draft date.
[CUSTOMER][NEUTRAL] Yes, I want to have to take effect. I, I want it, I know it's already effective January, but I want the payment to be uh, to, to change it from [PII] to go through this month.
[AGENT][NEUTRAL] OK, let me see what's our next draft date is because we normally draft once a week and it's usually the [PII] day of that week, um, so it's like the [PII], the [PII], and the [PII], which we've already passed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] The next draft date will be the [PII], which is next Friday.
[AGENT][NEUTRAL] Do you want to change it to then?
[CUSTOMER][NEUTRAL] To [PII].
[AGENT][NEUTRAL] Yes. Now, when it pulls on the [PII], it still may take 2 to 3 business days to clear on your bank records. So when it shows up on your bank record, it may look like as if it came out on the [PII] maybe, or the [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] But it didn't come out really then it came out.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 3 days prior to that, does that make sense?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, that's fine. I'd rather, I know that that can happen, but I just feel like I'm gonna be comfortable if it comes out this month that way when it comes up next year, I won't think, OK, why did I pay it in February instead of January, you know, that's why I don't wanna get confused the next renewal.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, that's not a problem and I did see some notation in here, Ms. [PII] that stated um there was a discrepancy with your account information and they said that it was correct, but just to be on the safe side, do you mind reverifying that for me?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I don't mind. That's why I, that's why I'd rather have it now done that way I feel comfortable, it's done and I don't want something happen and, and then um and then it's hard to get a hold of me at work and
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It's not active, yeah.
[AGENT][NEUTRAL] OK, well, I just need you to verify your account number and routing number. I just wanna make sure all the details are correct so we don't have any further issues.
[CUSTOMER][NEUTRAL] So I just wanna.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's fine, um, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and that's what we have and that's for Wells Fargo Bank, correct? OK, and what's the account number?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, that is definitely what we've got so we'r[PII] good to go. Your account information on file is correct, and I've changed your draft date to the [PII], so it will come out this next week on Friday. Um, again, you should see it within 2 or 3 business days. Once that amount clears, it will pay you all the way to [PII], and that's gonna be for $474.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, I've got you fixed. Is there anything else I can help you with before you go, Miss [PII]?
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][POSITIVE] Uh, no, this is, um, just all I needed to get taken care of. Then I can be now, you know, not have to worry about it.
[AGENT][POSITIVE] Yes, ma'am, not a problem at all. Well, thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, you know what? I do have a question, not that I'm talking to you. I'm sorry, I don't know if you can help me, but I have a question, um, since my husband and I are on the.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Policy. I'm the policy holder and he's.
[CUSTOMER][NEUTRAL] An additional.
[CUSTOMER][NEUTRAL] Uh, on my policy.
[AGENT][NEUTRAL] The dependent.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Uh-huh, right, dependent. So, um, we have, I submitted the wellness for myself.
[CUSTOMER][NEUTRAL] Um, and so I did it for, but I did, is he also eligible to have the wellness?
[AGENT][NEUTRAL] Yes. Any benefits that you have on the plan design, he's eligible for as well. So like the wellness for him would be a little bit different than yours cause, you know, as women, we get oncology things done. Um, with him, it would be if he had a colonoscopy. Things of the
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Cool
[CUSTOMER][NEUTRAL] Uh-huh, which he did.
[AGENT][NEUTRAL] Yeah, things of that nature that are routine, um, especially after a certain age, unfortunately, but anytime he gets those done, it would be the same procedure as yours. We would need an itemized bill with procedure codes, and that will allow us to um review and pay within the policy on his behalf as well. And if you submit them as the insured submissions of claims, the reimbursement goes back to the insured. Um, so,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] If for some reason the provider was to ever submit one on your behalf, the reimbursement would have to go back to the provider. So it depends on who's submitting the claim on where the reimbursement goes back, um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh well I will be the one submit it. I wouldn't give it to them to submit for me um I just get the, you know, the report from them and submit it to you, um, but.
[CUSTOMER][NEUTRAL] I just uh wasn't sure if he was also the one that could be also um put in a claim for that and um.
[CUSTOMER][NEUTRAL] And what else besides for a man, I mean, colonoscopy, and what else would be?
[AGENT][NEUTRAL] I think just anything that's a routine health screenings um for cancer-related illnesses, that would be considered um wellness. And most of the time, the provider codes it as wellness things, like things that you have to have at a certain age to just make sure everything's OK. As long as it's related to cancer screenings, it should be something that we'll be able to review within the policy.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm hm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I just know colonoscopy is one of them. I'm not really sure.
[AGENT][NEUTRAL] I guess it's possible um if you ever had.
[CUSTOMER][NEUTRAL] Our colonoscopy.
[CUSTOMER][NEUTRAL] They do, do they do them every year when they have cancer?
[CUSTOMER][NEUTRAL] Even though like his was prostate, would that would be.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, something that they will do every year.
[AGENT][NEUTRAL] I think you
[AGENT][NEUTRAL] I think it just depends on how um the severity of the situation, like if you did have something, a diagnosis and, you know, they had to do treatment and then after that, they do, I think they do check you.
[AGENT][NEUTRAL] Just to make sure it doesn't come back. I don't know if they do it every year, but it it's, it's really something that's up to the provider's discretion on how they wanna continue doing that, um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK, because we're going on the 2nd year February, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, when he was diagnosed, this year will be his 2nd year. So that's why, um, like, I don't know, um.
[CUSTOMER][NEUTRAL] How long they're gonna take for another one. What about X-rays that wouldn't be one of them?
[CUSTOMER][NEUTRAL] For the X-ray
[AGENT][NEUTRAL] Um, that I'm not sure of. I can let you speak to someone in claims, but I, I think the, the way the wellness really works is that it's just a routine screening for the probability of cancer. So if it's a screening done to make sure no cancer's done. Um, but again, it's all how the doctor codes it. And most of the time, they'll tell you they're coding it as well as if it's something that is within a wellness benefit.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, so like my, um, the mammogram and the Pap smear, those are preventive, right?
[AGENT][NEUTRAL] Right. It's gotta be a preventative. Exactly. You ordered it just correctly, that anything that's surrendered for preventative for cancer is considered a wellness.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and um what else? OK, then I'll probably have to uh get clients to answer my next question about which one is what is uh the chemotherapy.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That helps to make a claim on that one.
[AGENT][NEUTRAL] So you wanna see about any chemo benefits on your plan?
[CUSTOMER][NEUTRAL] Yeah, because, um, I know somebody mentioned it to me uh that uh any chemotherapy, uh, can be claimed.
[CUSTOMER][NEUTRAL] On the expenses, so I wanted to see what is it consists of for that.
[CUSTOMER][NEUTRAL] Chemotherapy.
[AGENT][NEUTRAL] OK, I can, um, definitely let you speak to someone in claims, and I will have to transfer you. Unfortunately, I'm not knowledgeable in the details of that, but I will make sure I get someone before I release you, Ms. [PII]. Um, again, just to reiterate, I've changed your draft date and everything's good to go on that end. Is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Uh, no, that's good enough. Thank you. I appreciate it.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL and you have a wonderful day and hope, please.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] APL, this is [PII]. How may I assist you today?
[AGENT][NEUTRAL] Hey, [PII]. I've got an insured on the back line that has a cancer policy, and she's wanting to know if she has any chemo benefits for her plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if so, how to file. Um, it's 258.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 12.
[AGENT][NEUTRAL] 25, [PII], and just to give you a heads up, she's on an annual draft and it is scheduled to draft this next Friday, so she is active. She's just paid to 11 because there was a mishap with her account information, but she is good to go. She's scheduled to to pay for a full year next week.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And she's been verified. Here she goes. Thank you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you. Mhm.
[AGENT][NEUTRAL] Mm