AccountId: 011433970860
ContactId: 9308db04-134b-496b-bb0e-cbbde0aeb16a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58279 ms
Total Talk Time (AGENT): 31028 ms
Total Talk Time (CUSTOMER): 25172 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/9308db04-134b-496b-bb0e-cbbde0aeb16a_20250507T14:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I have a quick question um I did a.
[CUSTOMER][NEUTRAL] Colonoscopy exam, but I did it through Color guard. Can I file that as a uh colonoscopy test?
[AGENT][NEUTRAL] Like as a wellness test or, yeah, yeah.
[CUSTOMER][NEUTRAL] Yes, mhm, yeah, well.
[AGENT][NEUTRAL] Yeah, so if your plan has like a wellness benefit that would be considered like a wellness exam or like when we have if you have mammogram, any of that kind of stuff does qualify you usually get one a year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I just wanna make sure because I didn't go to an actual physical place to do it like my doctor recommended it, but I did the one that you mail it in.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, yeah, you could do that through the online portal if you wanted to file it online or you can send it in whatever works best for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect I'll do it online. I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.