AccountId: 011433970860
ContactId: 5c2fccb9-9807-4671-91ee-78659ec49287
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254529 ms
Total Talk Time (AGENT): 94279 ms
Total Talk Time (CUSTOMER): 124709 ms
Interruptions: 2
Overall Sentiment: AGENT=3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/5c2fccb9-9807-4671-91ee-78659ec49287_20250115T21:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling. I had some uh question about uh.
[CUSTOMER][NEUTRAL] The wellness, uh, benefit under my, uh, critical illness and accidental.
[AGENT][POSITIVE] OK, I'm happy to help with that. Do you by chance have your policy? I can pull that up, the policy number?
[CUSTOMER][NEUTRAL] No, ma'am, I don't have it right as of right now.
[AGENT][NEUTRAL] OK, let's see. I can do a search by your name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] All right, thank you so much. Give me just one moment while I do a search by that.
[AGENT][NEUTRAL] Can I verify please your uh first and last name?
[CUSTOMER][NEUTRAL] Can I verify
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] All right, thank you so much. So, I located the policy. I just need to verify your date of birth and then address, please.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII]. Address is uh [PII].
[AGENT][POSITIVE] Thank you so much, [PII]. And just to confirm, the [PII] address we have on file, is that still a good email address for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So in regards to the wellness benefit, what kind of questions did you have?
[CUSTOMER][NEUTRAL] Well, so what?
[CUSTOMER][NEUTRAL] qualify under the benefit as a wellness. So what I'm asking, so me and my wife just did blood work, would that qualify for the wellness if I filled it out on the uh website?
[AGENT][NEUTRAL] Yeah, so a wellness benefit would be like a physical or any sort of mammogram for a woman. It would be either one of those things. So if you had like blood work for like a physical, like just a yearly type of exam, that's kind of what we're speaking of, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so it, so if she did like, uh, she just did, so the mammogram, is that separate from the wellness or if she does a mammogram, that what I'm asking is, so she would get 50 for wellness and 50 for the mammogram or just 50 for the mammogram?
[AGENT][NEUTRAL] It would just be the one payment of 50 because it's 1 per covered insured up to 4 on the family. So each of you could get paid the wellness benefit, but only once.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, so
[CUSTOMER][NEUTRAL] If I did like full panel blood work for a doctor, which is like a yearly blood work, which I just did, I could go ahead and do it for me and
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] She did, she just did blood work for a life insurance policy through her employer, but she's also gonna do a mammogram, so I, I guess it really don't matter. I would, I mean, if I wait to do her mammogram, it, it's still gonna be [PII] regardless if I clean the blood work now or if I claim the mammogram, it's not gonna make a difference.
[AGENT][POSITIVE] Yes, sir, that is correct.
[CUSTOMER][NEUTRAL] All right, that's all I had.
[AGENT][POSITIVE] Alright sounds good well thanks thanks.
[CUSTOMER][NEUTRAL] So I just, well I'll fill out my.
[CUSTOMER][NEUTRAL] Online today and then wait till she does her mammogram and then fill it out for her.
[AGENT][POSITIVE] OK, yeah, sounds good. If you have any other questions or concerns, [PII], please feel free to give us a call.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Alright alright you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.