AccountId: 011433970860
ContactId: 7e2d034a-5d0e-45f7-a04a-b929fd7a0d26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390000 ms
Total Talk Time (AGENT): 186787 ms
Total Talk Time (CUSTOMER): 135447 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/7e2d034a-5d0e-45f7-a04a-b929fd7a0d26_20250528T17:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh, good afternoon, [PII]. Uh, I am an employee from Fort Worth ISD and I took American Public Life. I took a cancer coverage and um I never received a card or anything, and I'm interested in doing um my mammogram, um, but I'm not sure how to go about that, like, since I don't have a card, do I go anywhere? Do you have specific providers that I go to?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, well I can help you with your, with your card and your benefits, ma'am. Can I please get your name and your callback number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, name is [PII] Last name [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you know your policy number or should we look it up with your social?
[CUSTOMER][NEUTRAL] Let me see. I think I took a picture of the, let me see, no, it doesn't show it on here. No, I don't have it.
[AGENT][NEUTRAL] OK, what is your social and I'll pull that up. Yes, ma'am.
[CUSTOMER][NEUTRAL] I can give you my social, yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull that up real quick for us.
[AGENT][NEUTRAL] OK, I believe I have found you. We're just gonna need to verify your policy. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It should be just like my first name [PII].
[AGENT][NEUTRAL] OK, it looks like I have your work email address.
[CUSTOMER][NEUTRAL] Uh, so it would be same thing [PII].
[AGENT][NEUTRAL] Thank you. And your physical address?
[CUSTOMER][NEUTRAL] It's going to be [PII].
[AGENT][NEUTRAL] Thank you and then is your cell phone number the same as the number you just gave me to call you back on if we get disconnected?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][POSITIVE] OK, alright, thank you, Miss [PII]. I appreciate you verifying your policy for me.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] OK, so you can go to uh any provider that you want to use. You don't have to have a certain network to be seen and um as far as the claim goes you'll have to file the claim yourself for your cancer policy.
[AGENT][NEUTRAL] For your mammogram.
[AGENT][NEUTRAL] If the provider doesn't, you know, file it for you, I can give you the um payer ID number along with the APL claims mailing address so you can give that to them if they.
[AGENT][NEUTRAL] Since you don't have your card copy, let me see if you get copies.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the payer ID number is 60801.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is so that they can file the claim electronically for you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if they choose to mail it in, that address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, so the payer ID is 60801.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And the address would be [PII].
[AGENT][NEUTRAL] Correct and then let me um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See if you get cards for this for your group um it's gonna be just a moment while I look it up.
[AGENT][NEUTRAL] OK, I can request a card um.
[AGENT][NEUTRAL] Be mailed to your home address.
[CUSTOMER][POSITIVE] That'd be awesome.
[AGENT][NEUTRAL] And I'll put that in now while while we're on the phone together um real quick let me give you your policy number also so you have that.
[CUSTOMER][NEUTRAL] OK, let me jot it down. Let me.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that policy number is 254.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1248.
[CUSTOMER][NEUTRAL] 8, OK, 2541248.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, awesome because I, I, I've, I've always done mine with one particular place so I, since I get it done, you know, preventative I was like, well, I don't know if I can still go there. I just wanted to make sure, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, I understand.
[AGENT][NEUTRAL] OK, well, is there anything else that I can help you with today before we go?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Thank you so much. You have a great day.
[AGENT][POSITIVE] You you have a wonderful day too, and we appreciate you calling APL today.
[CUSTOMER][POSITIVE] Thank you. Have a good one.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.