AccountId: 011433970860
ContactId: 8b8f62ec-869e-41be-ae6a-afb8df077a25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342230 ms
Total Talk Time (AGENT): 83637 ms
Total Talk Time (CUSTOMER): 171515 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/8b8f62ec-869e-41be-ae6a-afb8df077a25_20250217T19:00_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thanks for calling Post [PII]. How can I help you?
[CUSTOMER][NEUTRAL] right.
[CUSTOMER][NEUTRAL] Hi, I just needed to verify, um, for the policy I have what screenings will be eligible for the wellness benefit.
[AGENT][NEUTRAL] How can I help you with that? Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, area code [PII].
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] Let's see, you know, I don't have it in front of me. Can I give you my date of birth?
[AGENT][NEUTRAL] Uh, I need to pull it up by name or social.
[CUSTOMER][POSITIVE] I can even pull up my
[CUSTOMER][NEUTRAL] OK, social [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], thank you for that. And you said you want to see what um screenings will cover?
[CUSTOMER][NEUTRAL] Yeah, what the, what, um.
[CUSTOMER][NEUTRAL] What screening tests are eligible for the policy I have under the cancer policy?
[AGENT][NEUTRAL] OK, and what's the date of service? Um, the reason I ask is because you already sent in one for 23 and 24 in the policy terms on January.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Correct, it's well it's for the.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I'm showing the policy term on January the [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well that's new to me. I mean, I know we're ready to switch to another company.
[CUSTOMER][NEUTRAL] But if we're an open enrollment right now so I guess I wasn't aware they've already terminated. I thought our this policy would be covered through the.
[CUSTOMER][NEUTRAL] Till the other policy is in effect.
[AGENT][NEUTRAL] Yeah, we received a notification back in December, um, to lapse it as of January of this year.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well that's interesting. They should have notified the employees that uh we were gonna have a lapse in coverage because I haven't I'm just now in open enrollment for the new policy.
[CUSTOMER][NEUTRAL] Because usually they, you know, they at least have it covered. So, OK, well, yeah, I guess then I don't need to because the test was done in January and if they've canceled out so I guess I'll take that up with the, uh, my employer and make sure that that policy we're gonna have coverage begins on [PII].
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That's not very, that's not very good to us, is it that they don't notify us that, yeah, because usually you know I mean I that's why you know usually our coverage goes through, you know, it's like the new policy I don't think starts until [PII], but I will verify that so.
[AGENT][NEUTRAL] No, ma'am, it's not, uh.
[CUSTOMER][NEUTRAL] Yeah, nice little, uh, surprise from, well, it's not even our company, it's my union. So alright, I will give them a call and find out what's going on. So I, so we're done. I mean, so I have a policy with you. My husband has a policy, so nothing after [PII] and I, and I, I'm pretty sure we both filed our claims, um, because I have the paperwork.
[CUSTOMER][NEUTRAL] Can I, can I give you his informa I know all his information. Can you just verify if we filed his wellness claim because you show I filed mine for 23 and 24.
[AGENT][NEUTRAL] Um, let me notate your account and give me one second.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so you have a social as well?
[CUSTOMER][NEUTRAL] I do. His social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, I would have to see if, if there is an authorization to speak to you on here or if you're on there, um, and that would be the only way that I'll be able to, um, let you know.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, I have the claim in front of me that we would have faxed in so I'm 99% sure we're done, but.
[AGENT][NEUTRAL] What was the claim? Do you know the date of service that the claim that you sent in?
[CUSTOMER][NEUTRAL] It was yeah it was 24214 24.
[AGENT][NEUTRAL] OK, so if it was sent in, um, that means we would have processed it, um, and sent out a payment for it.
[CUSTOMER][NEUTRAL] I'll double check. I don't see it. I don't have any canceled checks like you guys do direct deposit, right?
[AGENT][NEUTRAL] It just really depends on um if that's how it was set up.
[CUSTOMER][NEUTRAL] Set up, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] I, I mean just I'll go back and look so and if we um if I need to I'll call you back. Thank you so much for your help I appreciate it.
[AGENT][POSITIVE] No problem, Ms. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thanks a lot have a great day.
[AGENT][POSITIVE] You as well and thanks for calling APO.
[CUSTOMER][POSITIVE] Take care bye bye.
[AGENT][NEUTRAL] Uh bye.