AccountId: 011433970860
ContactId: 73276990-c08f-4871-a9fc-2562d1251cb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390700 ms
Total Talk Time (AGENT): 116719 ms
Total Talk Time (CUSTOMER): 83378 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/73276990-c08f-4871-a9fc-2562d1251cb3_20250610T18:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling about a claim that I had filed on um [PII].
[AGENT][NEUTRAL] OK, I'm happy to check on a claim. Do you have the claim number, policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Thought I had a policy number.
[CUSTOMER][NEUTRAL] Um, let's see. I have a group accident, a group critical illness, and a group hospital indemnity. It was for, um, a mammogram, which 11 would, which one would that fall under?
[AGENT][NEUTRAL] It usually falls under the cancer as far as like a wellness benefit or the hospital indemnity. You can give me either.
[CUSTOMER][NEUTRAL] OK, 249-866-0.
[AGENT][NEUTRAL] And then if I can get your name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you and then for security, I do need to also verify your physical address and email address.
[CUSTOMER][NEUTRAL] Um, physical address is [PII].
[CUSTOMER][NEUTRAL] 70043 and my email is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so it looks like it was processed under your other one.
[AGENT][NEUTRAL] OK, yeah, it looks like they did it under the cancer one for the wellness.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so it looks like the claim was processed today. It was um paid at $50 so that's coming to your direct deposit. You'll just need to give it a few days to show to your bank account, uh, since it was just processed today.
[CUSTOMER][NEUTRAL] I thought it was 100.
[CUSTOMER][NEUTRAL] Thought it was $100.
[AGENT][NEUTRAL] Um, I can double check the policy. Let me see.
[CUSTOMER][NEUTRAL] The first person that I spoke with also told me it was 100.
[AGENT][NEUTRAL] The wellness benefit, it looks like a health screening benefit is $50 and a mammogram is $50.
[AGENT][NEUTRAL] So it's if you had both together, it would be it would be 100, but for just one, it's 50.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Oh, OK, maybe that's what was. OK. And then I also submitted one for uh my daughter because she was covered as well. And um she heard her foot, we went to an urgent care and check status on her as well, hers.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so that's for an urgent care visit though?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so that's probably on the other, that's probably on the other policy. Let me double check.
[CUSTOMER][NEUTRAL] Is that a different number?
[AGENT][NEUTRAL] Did you get a confirmation for your daughters? Cause on your hospital indemnity plan, it shows coverage just for you. It doesn't show for anybody else.
[CUSTOMER][NEUTRAL] Oh, OK. I thought I had her on there. Maybe I didn't.
[AGENT][NEUTRAL] Mm. And I don't see any claims under her name on any of the other policies, the critical illness or the accident, or sorry, the, you know, anything else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, I thought for sure I was covering her on that.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, not that I see, um, of course, if you need to change that, that would be something that you wanna speak to um your employer about like if you were eligible to do a change on there, yeah, I just see it for you it looks like.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else? Yeah, anything else, [PII], I can check on?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] No, ma'am, that would be it.
[AGENT][POSITIVE] Alright thank you so much for calling APL have a great day.
[CUSTOMER][POSITIVE] Have a great day thank you bye bye.
[AGENT][NEUTRAL] Bye