AccountId: 011433970860
ContactId: 7ba275b9-88ad-4436-b143-f7ad9c3b215a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 580520 ms
Total Talk Time (AGENT): 146159 ms
Total Talk Time (CUSTOMER): 170306 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/7ba275b9-88ad-4436-b143-f7ad9c3b215a_20250425T19:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I need to have a mammogram and I need to know how much uh I need to pay before I have it done.
[AGENT][NEUTRAL] OK, um, I can go ahead and check your benefits and see how much we cover.
[AGENT][NEUTRAL] Um, may I have your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. Do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I think I do. I is it like the payer ID number?
[AGENT][NEUTRAL] No, it's gonna be the numbers in the bottom, policy number, policy cert number.
[CUSTOMER][NEUTRAL] OK, hold on, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's uh.
[CUSTOMER][NEGATIVE] It's gullible.
[CUSTOMER][NEUTRAL] Uh, let me try this.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Resources let me try this number 02572283.
[AGENT][NEUTRAL] Um, let me have that number one more time.
[CUSTOMER][NEUTRAL] OK, 02572283.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Yes, [PII], um, my email address, email address is [PII], and it was one more thing you asked me for.
[AGENT][NEUTRAL] The address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. Thank you. And this is gonna be a um yearly mammogram, a preventative mammogram, or is it gonna be a diagnostic mammogram?
[CUSTOMER][NEUTRAL] It it's a preventative.
[AGENT][NEUTRAL] OK, um, let me look at your benefits, one moment.
[AGENT][NEUTRAL] I'm waiting on the documents to upload, OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so it looks like preventatives are not covered by us. Let me just double check, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is any of the mammograms covered by y'all?
[AGENT][NEUTRAL] Uh no. Mm mm. No. It looks like you may have IMA for your preventative and they may have that benefit for you. Let me check and see. Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Well, you do have a wellness exam benefit with us. Um, let me give you this one. This is not a guarantee of payment, just a verification of coverage. And it looks like we cover $75 for a wellness test, OK? And that's a one time per cover person per calendar year, but you may have some other benefits with um with IMA. You can check with them and see if you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How much do you, uh, how much did you cover? I'm sorry, how much did you cover?
[AGENT][NEUTRAL] 7
[AGENT][NEUTRAL] 75 $75.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, I can give you the number to IMA. You can call them and see if you have an additional benefit with them. They're usually the ones that handles uh preventative. So, um, you can check with them to see if you have an additional benefit with them, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me know when you're ready for the number and I can go ahead and give it to you and I can also transfer you if you need me to, OK?
[CUSTOMER][POSITIVE] Um, oh boy.
[CUSTOMER][NEUTRAL] Yeah, hold on a minute.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, the number is 1800.
[AGENT][NEUTRAL] 833
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 4296 option 1.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK. You're welcome. Do you need me to transfer you or is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, you can transfer me if you don't mind.
[AGENT][NEUTRAL] I don't. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Alright, well thank you for calling APL. Have a good afternoon. One moment while I transfer you over to IMA.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. If you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.
[CUSTOMER][NEUTRAL] All agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line, and we will be with you shortly.
[CUSTOMER][NEUTRAL] 90 degree Benefits. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, um, I need to know if I'm covered by mammograms, uh, my preventative maintenance mammograms.
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. I can look that up for you. Um,
[CUSTOMER][NEUTRAL] Let's see, uh, tell me your name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, and then tell me your uh callback number?
[CUSTOMER][NEUTRAL] My number is um.
[CUSTOMER][NEUTRAL] My policy number is.
[CUSTOMER][NEUTRAL] No, I, I need the I need.
[CUSTOMER][NEUTRAL] Uh, I just need to document the call. I need your callback number, your phone number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, what's your member ID number or your employee ID number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know my employee ID number, but I can give you my policy number if that helps.
[CUSTOMER][NEUTRAL] Is that my social security number?
[CUSTOMER][NEUTRAL] One second, let me see.
[CUSTOMER][NEUTRAL] Uh, what's your birthday?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let me look.