AccountId: 011433970860
ContactId: 71828691-066e-4c66-b2db-efe1f6ae988d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 910960 ms
Total Talk Time (AGENT): 237258 ms
Total Talk Time (CUSTOMER): 171503 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/71828691-066e-4c66-b2db-efe1f6ae988d_20250325T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm trying to, um, I'm just calling, um, I'm uh.
[CUSTOMER][NEUTRAL] I have a, I'm a member of the insurance.
[CUSTOMER][NEUTRAL] I guess the, cause I have the cancer insurance, right? Because that's how it works.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, it depends on the policy you have. Do you have a policy number?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh let me see, my policy number, yes, it is 13041.
[AGENT][NEUTRAL] I'm pulling it up. And you said 13041?
[CUSTOMER][NEUTRAL] Yes, that's what it says on the 3, on the thing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But is it, is it something different?
[AGENT][NEGATIVE] Uh, no, I, my system just running slow. Let me try something else.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Um, yeah, I'm not pulling up that number. What about your last name? What's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, it's running slow. Let's see.
[CUSTOMER][NEUTRAL] Were you able to locate it?
[AGENT][NEUTRAL] Uh, it's still thinking.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And you said [PII], is that correct?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, what's your birthday?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like you did have a policy. Let me see when it.
[AGENT][NEUTRAL] Actually, can I verify a few more pieces of information, um, what's your address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what about your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your telephone number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So it looks like it terminated on [PII].
[CUSTOMER][NEUTRAL] My cancer?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It terminated?
[AGENT][NEUTRAL] Yeah, I don't show it active.
[CUSTOMER][NEUTRAL] But I'm still paying for it.
[CUSTOMER][NEUTRAL] Cause I'm still I still paying for it.
[AGENT][NEUTRAL] You're still paying
[AGENT][NEUTRAL] OK, is that through your employer or?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Cause they still charging me.
[AGENT][NEUTRAL] Do you know what amount they're charging? I mean, do you have like a pay stub uh pulled up that you can see?
[CUSTOMER][NEUTRAL] Yeah, it's 17 something, yeah, let me check.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, it is, uh.
[CUSTOMER][NEUTRAL] 1704.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] It wouldn't be under any other name, correct?
[CUSTOMER][NEUTRAL] Well, maybe it's [PII].
[AGENT][NEUTRAL] OK, let's try that.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] I mean, easy.
[AGENT][NEUTRAL] OK, I'm pulling that up. Let me see if I see that.
[AGENT][NEGATIVE] Sorry, it's just running really slow.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Is it coming? No.
[AGENT][NEUTRAL] Yeah, it's
[AGENT][NEUTRAL] What is your, let me verify your social. Do you have that?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just wanna make sure I pulled the right thing, so.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Because there's a doctor.
[AGENT][NEUTRAL] Does it have a
[CUSTOMER][NEUTRAL] They are the documents from my.
[AGENT][NEUTRAL] Does it have a description by the deduction?
[CUSTOMER][NEUTRAL] Mm let me think.
[AGENT][NEUTRAL] Like a name or anything.
[CUSTOMER][NEUTRAL] Like the
[CUSTOMER][NEUTRAL] Like it has the, it has the.
[CUSTOMER][NEUTRAL] I guess it's just from from my deduction thing. It's just like number 208, I guess that's from my district thing and it says cancer low I and then it's Y, like something white and then it's this year it's 1704.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. Well, let me check. Let's see.
[AGENT][NEUTRAL] Yeah, cause I show it, it lapsed, but I, I mean, if they're deducting it, it shouldn't be lapsed, so.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Can I place you on a brief hold real quick?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I'm gonna reach out to someone in our customer service department. Is is the [PII] the right number to call you back?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes, I have, I have a, like, I know that whatever it is on the, like, on, on, on, on that on that type of insurance, does it cover like a, like a biopsy thing?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see, the plan that.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] That you were on that I'm not able that says it's not active. Let me see what it did cover.
[AGENT][NEUTRAL] Hold on just a second.
[AGENT][NEUTRAL] Cause I don't want you to, if, if you go to the doctor right now, they'll call and we'll say that it's not active, but I don't want that to happen. Um, that's why I want to figure out what's going on. Uh, let's see.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um, so it's a group cancer policy, let's see, so.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Let me see what it covers.
[AGENT][NEUTRAL] You said a biopsy?
[CUSTOMER][NEUTRAL] Yeah, it is a, like a mammogram, what is it like a breast biopsy.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] So it's for um
[AGENT][NEUTRAL] So you'd have to have been diagnosed with cancer. Uh, do you, have you been diagnosed with it?
[CUSTOMER][NEUTRAL] No, no, it's just a, like a mammogram and then.
[AGENT][NEUTRAL] Just the biopsy.
[CUSTOMER][NEUTRAL] They, they're gonna do a biopsy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it a routine mammogram or is this like the diagnostic cause your routine mammogram came back with something.
[CUSTOMER][NEUTRAL] Yes, that
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Because they came back and so they're gonna do a biopsy just to make sure everything is OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Like a needle biopsy?
[AGENT][NEUTRAL] So this is not a guarantee of payment basic outline of your policy diagnostic testing you get one per calendar year and it pays $50 for a follow up. It would be $100.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so it looks like that's what would be the benefit if, if there was a, a diagnosis of cancer. Now, let me make sure and see what's going on with your um plan. You and you said it's deducting 1704, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're still currently with.
[CUSTOMER][NEUTRAL] I mean it has to be like
[AGENT][NEUTRAL] Um, yes, let me, let me look real quick and make sure that's correct.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Yeah, there has to be a diagnosis of cancer.
[CUSTOMER][NEUTRAL] It has to be a diagnosis of cancer.
[AGENT][NEUTRAL] Yes, because that's what this policy is, it's a group cancer policy.
[CUSTOMER][NEUTRAL] But like, what if it's not a, you know what I'm saying?
[AGENT][NEUTRAL] If it's not, then
[CUSTOMER][NEUTRAL] They're just gonna do a biopsy.
[AGENT][NEUTRAL] Yeah, so if it's, if there's no diagnosis, then it would not be covered. It has to have that diagnosis of cancer, so.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, I was thinking because it was preventive. OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that was my question. OK, well, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you for calling APL. I will, I will uh reach out to our contact and I'll give you a call back when I get verification of what's going on, OK?
[CUSTOMER][MIXED] OK, but you'll find out
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, well thank you very much. Thank you, bye.
[AGENT][NEUTRAL] OK, thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Mm