AccountId: 011433970860
ContactId: 92887b1c-8b71-4d8e-afa9-2b2483b7b920
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193630 ms
Total Talk Time (AGENT): 99249 ms
Total Talk Time (CUSTOMER): 82219 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/92887b1c-8b71-4d8e-afa9-2b2483b7b920_20250102T22:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Claims, this is [PII].
[CUSTOMER][NEUTRAL] Oh, so I just had a whole conversation on you. I'm sorry, [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, can you help me? I'm trying to quote benefits, but it's an old policy and
[CUSTOMER][NEUTRAL] There's no policy sir on on-base. It's just
[CUSTOMER][NEUTRAL] The back files one has like 85 pages, 20 pages. I'm just trying to see what the diagnostic testing benefit is. Do you know if there's a quicker way?
[AGENT][NEUTRAL] Let me see what's the policy number?
[CUSTOMER][NEUTRAL] It's 76042.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] A lot of times with those old policies, if they don't have.
[AGENT][NEUTRAL] The certificate, it usually will have uh application or schedule page.
[AGENT][NEUTRAL] But that doesn't.
[CUSTOMER][NEUTRAL] And I tried to look on PIBFT, but I know it's in that base coverage, but I, it doesn't break it down in PIBFT and
[CUSTOMER][NEUTRAL] I don't see a schedule page, so I'm just going through, I'm on, there's 3 back files. I went through the 85 pages and the 19, I'm about to look at the 42, but I don't see it.
[AGENT][NEUTRAL] Yeah, these are.
[AGENT][NEUTRAL] Tricky when they don't have it, but looking at this one, they have some claims and the claims history that paid.
[AGENT][POSITIVE] The wellness benefit.
[AGENT][NEUTRAL] And it shows $75.
[AGENT][NEUTRAL] Can you see the actual claims and lions?
[CUSTOMER][NEUTRAL] Oh let me see mhm.
[AGENT][NEUTRAL] So like if you, uh, that last one, I mean, the, the most recent, I guess it's 2013 though, but.
[CUSTOMER][NEUTRAL] Oh, I see the 75 for the wellness.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so that's what I would.
[AGENT][NEUTRAL] Go based off of if, and again it's, it's depending on if you feel comfortable with that information is typically what it is if it's.
[CUSTOMER][NEUTRAL] I'm just gonna get a disclaimer, but uh, but it so but this is at one time a year, right?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it's always uh one test per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well I can go with that and um get a disclaimer. I mean, hey, it's not in there.
[AGENT][NEUTRAL] Yeah, exactly, and.
[CUSTOMER][NEUTRAL] And I went through 100 and something pages, well over 100.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yeah, usually if it's there, it'll say schedule page or to say application and it's usually those first few pages. If you don't see it, I'll say page 1 through 5. I would just move on to another uh file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then I can look back in the claims too and see. I'll do that next time too.
[AGENT][NEUTRAL] Just from my experience.
[AGENT][POSITIVE] Yeah, exactly, yep.
[CUSTOMER][POSITIVE] OK. Well, thank you, [PII]. Sorry about that.
[AGENT][NEUTRAL] No, no, anytime.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][NEUTRAL] All right bye bye.