AccountId: 011433970860
ContactId: 92b81b90-5a63-4b24-b089-4919320bd8ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313200 ms
Total Talk Time (AGENT): 129337 ms
Total Talk Time (CUSTOMER): 85983 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/92b81b90-5a63-4b24-b089-4919320bd8ac_20250414T21:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, I was calling to ask a question.
[CUSTOMER][NEUTRAL] I had taken a bone density test.
[CUSTOMER][NEUTRAL] You know, uh, just a regular bone density test, and I was wondering, uh, is it possible for you to tell me whether I could file that under my insurance?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, I can um actually look at your policy and look at your benefits and help you with that question about your bone density. Uh, can I please get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is your policy number?
[CUSTOMER][NEGATIVE] I don't have it with me.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] At the moment,
[AGENT][NEUTRAL] I can look it up with your social.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK. Let me look up that policy real quick, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your last name is [PII], you said?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. All right, let me see what we got going on here.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[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] Email is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII] and what else you ask for?
[AGENT][NEUTRAL] Your, your phone number that we have on the policy?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I appreciate you verifying that.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I am going to get that phone number updated because we have an older number it looks like. So I'm gonna get that [PII].
[CUSTOMER][NEUTRAL] That was the house number and that's.
[CUSTOMER][NEUTRAL] I never I, uh, the house number was [PII]. I don't have that anymore.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me update that phone number then since you don't have that anymore we'll make it the same all the way around.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, I've got it updated for you.
[AGENT][NEUTRAL] All right. So you're just looking for your benefits cause you had a bone density test.
[AGENT][NEUTRAL] OK, this is a cancer policy.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let's look and see if it has.
[AGENT][NEUTRAL] Anything on there for testing.
[AGENT][NEUTRAL] It's gonna be just a moment while I pull up your policy and we're gonna have to review it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I've got it pulled up now.
[AGENT][NEUTRAL] No, ma'am. I don't see anything on here for bone density testing.
[AGENT][NEUTRAL] Um, the only thing that I see that it helps with, with bones is if you have bone marrow transplant.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, well I appreciate it.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] Well, you're very welcome. I'm glad I was able to help you. Is there anything else that I can help you with before we go?
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] No, ma'am, that's gonna be all. Thank you.
[AGENT][POSITIVE] OK. Well, you have a blessed day, Ms. [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] And you too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.