AccountId: 011433970860
ContactId: 672af62f-ebdc-4ee9-9f8d-18ddf2205097
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 553479 ms
Total Talk Time (AGENT): 198888 ms
Total Talk Time (CUSTOMER): 300419 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/672af62f-ebdc-4ee9-9f8d-18ddf2205097_20250325T20:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm not exactly sure if I get the right extension because I'm not exactly sure which way I needed to go, so I'm probably in the wrong area, I'm sure. But the reason why I'm calling is, um, I filled out a form through APL and it was when I had a mammogram done.
[CUSTOMER][NEUTRAL] And am I, or does that have to be on the cancer part? I don't have cancer. I just done a cancer screening.
[CUSTOMER][NEUTRAL] So is this something you can help me or do I need to go back and hit the other one that went towards cancer?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, so I need the um the APL or my actual insurance? The APL.
[AGENT][NEUTRAL] The APL
[CUSTOMER][NEUTRAL] OK, so it's 02137734.
[AGENT][NEUTRAL] And may I have your name and a good callback number for you?
[CUSTOMER][POSITIVE] Cool
[CUSTOMER][NEUTRAL] Yes, it's [PII], and my number is [PII].
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth, your mailing address, and your email?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's, um, right, [PII].
[CUSTOMER][NEUTRAL] Billing address correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Email address is, if it's my work, I'm hoping, is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So under this policy, this is your medical policy, it's not a cancer policy. Did you fill out the Metlink claim form?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I, I filled out, well, I pulled up the APL because that was the one that had the uh the cancer screening test on. So I thought because it had mammogram, I thought it was under the ATL. So did I do it wrong?
[AGENT][NEUTRAL] No, ma'am. Have you already submitted it? Did you send it in already?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What was your date of service?
[CUSTOMER][NEUTRAL] Yeah, I sent it in on [PII].
[CUSTOMER][NEUTRAL] Um, well, I faxed it on [PII]. My date of service. Let me go back to it. The date of service was [PII], but they told me that, um, I was trying to find my letter and I can't find it. I'm gonna do I that I wasn't.
[CUSTOMER][NEGATIVE] I wasn't approved for this, but I thought that's why I signed up for cancer insurance that I got this.
[CUSTOMER][NEUTRAL] You know, kind of like reward, I guess is however you wanted to call it.
[AGENT][NEUTRAL] OK, so it looks.
[CUSTOMER][NEUTRAL] But I can't find my letter where they said that.
[AGENT][NEUTRAL] OK, so it looks like it processed under claim number 35588883, and it looks like they denied it as not a sickness or injury.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I'm trying to find, yes.
[AGENT][NEUTRAL] So it was
[AGENT][NEUTRAL] Processed under the medical plan and it did not have a medical diagnosis to it because it was a screening, so it was not covered under this policy.
[CUSTOMER][NEGATIVE] So I'm, so I'm doing it under the wrong because the girl that does our insurance, she tells me whenever I do a cancer screening, to send it in and you get like $50 back. So I
[CUSTOMER][NEUTRAL] I'm just confused when I'm, because it says mammogram, so it, so it has to be something wrong for you to get the $50. Is that what you're saying?
[AGENT][NEUTRAL] Let me see if I can get you, let me see.
[AGENT][NEUTRAL] Because under this Metlink plan, it will not cover under this plan, but let me look and see what other plans you have. Those benefits may be different.
[CUSTOMER][NEUTRAL] OK. What I didn't know, I thought Medin and APL was two different things. I, I, I don't see how anybody does insurance. That would, I think, oh, I mean, I had to a lot of praying.
[CUSTOMER][POSITIVE] Yeah, I just do my party so they say God had to do something to me.
[AGENT][NEUTRAL] Oh, it's OK, it's OK.
[CUSTOMER][NEUTRAL] He had to put something up in muscle
[AGENT][POSITIVE] We're gonna get you taken care of.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. So, under the cancer plan,
[AGENT][NEUTRAL] It looks like there is a cancer screening benefit. So let me see if I can because I'm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see. I'm just trying not to transfer you again. Let's see.
[CUSTOMER][NEUTRAL] No, you're fine. I understand because like I said, I probably hit the wrong.
[AGENT][NEUTRAL] They do have that.
[AGENT][NEUTRAL] And this benefit rider does have a $50 diagnostic test. It has a follow-up diagnostic test benefit of $100 so that was correct. So let me
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I will see if I can get this claim.
[AGENT][NEUTRAL] moved over to the cancer. Let's see.
[AGENT][NEUTRAL] OK, so it's not under the cancer so I just wanna make sure. So what I'll do is I'll write this up and get this sent over and then they will review this one under that policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. So even though on the APL, even though it says cancer screening test, that is not actually correct. I don't do that under the APL. I have to go under the cancer policy.
[AGENT][POSITIVE] Correct. Yes, ma'am. That is correct.
[CUSTOMER][NEUTRAL] Oh, OK. OK, cause it's, I think it's a little, I think, I guess that's why it's confusing cause, you know, it's got like your Pap smear, the you know, all of this so that I'm just assuming that's where any kind of screening you're done.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So it's under the ATO. OK, OK. Maybe next time I probably need to call and say which one do I fill out.
[AGENT][NEUTRAL] Ma'am, did you register your account online?
[CUSTOMER][NEUTRAL] I well, that is in my notes. I used to be registered, but I, I don't know if I am anymore. As matter of fact, that's my next step. I'm going down my paperwork right now. That's my next step to do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To get registered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because you can follow status there as well.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, so when I go under the ATL.
[CUSTOMER][NEUTRAL] And or or set up the vein. So is that gonna give me like all of it like my gap, my APL and the scan or once I do the EBMS through all my insurance, it all comes together or I mean y'all just under the WWE.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You would go to [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then to make sure that, when then I thought I, I wanna make sure I had to own that that wrote down somewhere. I thought they told me somewhere um I thought I had but I don't think I.
[CUSTOMER][NEUTRAL] That's not nowhere in our, in our manual, is it?
[AGENT][NEUTRAL] I'm not sure if it's in there or not.
[CUSTOMER][NEUTRAL] Right, so, um, let me find something.
[CUSTOMER][POSITIVE] All right, secure.
[AGENT][NEUTRAL] ED. Make sure you have the [PII] on the end.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. So [PII].
[AGENT][POSITIVE] Yes, ma'am. And you're gonna register as a new user and it'll walk you through step by step.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I appreciate that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So I'll get this written up and get this sent over and once you get registered, you can follow status of this claim online.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. OK, then. All right, I sure do appreciate it.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh no, ma'am, and you have a blessed evening.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. You have a great evening as well. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.