AccountId: 011433970860
ContactId: 8d54db1f-6676-4854-ab59-ad0b5996a08f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291760 ms
Total Talk Time (AGENT): 67070 ms
Total Talk Time (CUSTOMER): 190874 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/8d54db1f-6676-4854-ab59-ad0b5996a08f_20250612T16:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, thank you for taking my call. Uh let me get back to my paper. I had called and y'all were busy. Um my name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I'm calling in regard to turning something in for a wellness visit for my husband and for myself.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I, I don't know if I missed last year's can you look that up as well as uh.
[CUSTOMER][POSITIVE] Uh, I wanna make sure I have the right thing that I'm gonna send you. Let me read my note. Uh, y'all do accept the PSA results, right?
[AGENT][NEUTRAL] Uh, yes. Um, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I do, let's see. Yes, I do. Mine is 590312.
[CUSTOMER][NEUTRAL] And let me see what my husband's is.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, it looks like he's on this policy with you. Is that right?
[CUSTOMER][NEUTRAL] Uh, yes, he's is, is that his number as well?
[AGENT][NEUTRAL] Yes, that is, um, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Miss [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you. And then
[CUSTOMER][NEUTRAL] Oldie but goody.
[AGENT][POSITIVE] That's absolutely right. Uh, what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. And then what's your email address?
[CUSTOMER][NEUTRAL] Uh it's my name, [PII].
[AGENT][NEUTRAL] OK, and lastly, Mrs. [PII], um, what's a good callback number in case we're disconnected?
[CUSTOMER][POSITIVE] Oh thank you. Uh [PII].
[AGENT][NEUTRAL] OK, great. OK, let's see. OK, so filing wellness claim, let's see if I've got anything for you, um.
[AGENT][NEUTRAL] That's.
[CUSTOMER][NEUTRAL] I don't know if I I don't, I'm pretty organized, but I don't see it. I can't find whether I turned in a claim for [PII] and if I didn't, is it too late?
[AGENT][NEUTRAL] Looks like we got a claim last year, [PII] for mammogram. We do have that from [PII].
[CUSTOMER][NEUTRAL] Oh, you do? OK. Um, let's see.
[CUSTOMER][NEUTRAL] May, OK, for [PII], you have it on me. What? OK, what about my husband or you wanna do that after?
[AGENT][NEUTRAL] Uh, looks like.
[CUSTOMER][NEUTRAL] Me.
[AGENT][NEUTRAL] We've got 5:17 2024 for him.
[CUSTOMER][NEUTRAL] Oh, so your 2024 has been turned in for both of us.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, so anyway, um, yeah, what was I gonna ask you, you do take the PSA results, right?
[AGENT][NEUTRAL] Um, yes, if it shows, yeah, if it shows the date, the service is rendered, and then, um, the diagnosis and charges, yep, that would work.
[CUSTOMER][NEUTRAL] For my husband.
[CUSTOMER][NEUTRAL] OK, let me read what I wrote here.
[CUSTOMER][POSITIVE] So yes, I'm covered. I've already been paid for 2024.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then 2025, let's see, um, last year, let's see what I did last year I turned in where they uh gave the procedure codes and all of that and is that what you're looking for because I do have a letter that uh from uh [PII].
[CUSTOMER][NEUTRAL] Women's healthcare, that's where I went.
[CUSTOMER][NEUTRAL] Uh, and it's, it tells me it's a letter saying that uh there were no signs of breast cancer. So would y'all take that or do you have to have those codes?
[AGENT][NEUTRAL] We have to have the codes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. I'll, I'll get them and uh I'll mail it when I get, get them and for [PII]'s I need to get the TSA for him right for this year.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] OK, thank you for taking my call. Thank you.
[AGENT][POSITIVE] Thanks for calling APL. Anything else I can help with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Uh, I think that's it, but thank you very much.
[AGENT][POSITIVE] OK, well, you have a great afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You too.