AccountId: 011433970860
ContactId: 953571f5-33a7-4e7b-bba4-b5ce24f62284
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 479559 ms
Total Talk Time (AGENT): 173497 ms
Total Talk Time (CUSTOMER): 216783 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/953571f5-33a7-4e7b-bba4-b5ce24f62284_20250527T17:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I had a question about um.
[CUSTOMER][NEUTRAL] My um
[CUSTOMER][NEUTRAL] Your wellness benefits.
[AGENT][NEUTRAL] OK. Uh, what is your name and policy number? verify benefits for you.
[CUSTOMER][NEUTRAL] Uh, my name is
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] Uh, and I, I think my current policy number is 2558332.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], verify your date of birth, mailing address, and the email address, please.
[CUSTOMER][NEUTRAL] Uh, my email address is [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My, was you at birthday? Did you ask birthday?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII], and then uh what else did you ask?
[AGENT][NEUTRAL] Mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. You say you're calling about wellness benefits?
[CUSTOMER][POSITIVE] The wellness benefits, yeah, the wellness benefit is for myself and my daughter, um, yeah, yeah, I've never turned in anything for her, and I wanted to verify, uh, what I can, I can turn things in for her even if it was a previous year.
[AGENT][NEUTRAL] Uh, what's your daughter's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, anything after [PII].
[AGENT][NEUTRAL] Since that's our effective date.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's for the current one?
[AGENT][NEUTRAL] No, that's for [PII].
[CUSTOMER][NEUTRAL] Because I
[CUSTOMER][NEUTRAL] OK, but what about like.
[CUSTOMER][NEUTRAL] [PII], and 23.
[AGENT][NEGATIVE] She wouldn't be eligible since she wasn't effective at the time of service.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, that's based on, she's always been on there but you for whatever reason.
[CUSTOMER][NEUTRAL] Each you like each year or or second year you.
[CUSTOMER][NEUTRAL] For whatever reason the policy number changes.
[CUSTOMER][NEUTRAL] So if I gave you like my older one of my, cause I always turn one in for myself, but
[CUSTOMER][NEUTRAL] For whatever reason, the policy numbers change.
[CUSTOMER][NEUTRAL] So like can I give you
[CUSTOMER][NEUTRAL] An older policy and you pull that up.
[AGENT][NEUTRAL] Um, pull up the older policy. So I do show she was under the older policy. So, yeah, for 20 cause the
[CUSTOMER][NEUTRAL] She's always been on all of them, but I have these different policy numbers.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I understand, yes, ma'am, um, but
[AGENT][NEUTRAL] I guess the
[AGENT][NEUTRAL] First policy we have wasn't effective to [PII]. So anything after [PII] till now you can submit.
[CUSTOMER][NEUTRAL] OK, and I would just have to give the, the different policy number.
[AGENT][NEUTRAL] Uh, you can. Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, because I have like 3 different ones, um, and I guess they just change sometimes like that.
[AGENT][NEUTRAL] It can, uh, depending on if your group changes policies.
[AGENT][NEUTRAL] Then that could happen.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and so then I picked up, I was looking at all the different wellness benefits, um, and I just wanted to make sure I understood um.
[CUSTOMER][NEUTRAL] They have things on there like, I know they have Pap smears and um
[CUSTOMER][POSITIVE] But it also had on there a routine dental exam. That's, that's considered a wellness benefit.
[AGENT][NEUTRAL] No, ma'am. Uh, since these are cancer policies, usually they're cancer screenings like, um, mammogram, Pap smear, colonoscopy, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I was just looking at the drop down box.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Chest X-rays, um, mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I just went in there last I, I, I submitted one for me yesterday and I was just looking at the drop down box and they have lots of different things like they have an echocardiogram.
[AGENT][NEUTRAL] Yes, ma'am. It's not specifically for your policy. Sometimes with those dropdowns, they list all wellness on any type of plans that, uh, all the plans that we have, like a hospital indemnity or accident may have a screening benefit on it. So they list everything.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] But essentially for cancer policies just like cancer screenings.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Oh, how do, and so how can I tell what falls under cancer screening?
[AGENT][NEUTRAL] Uh, like a mammogram, Pap smear, um, I'm looking at the list, uh, chest X-ray, uh, check for lung cancer, um, colonoscopies.
[AGENT][NEUTRAL] Trying to think. As far as your daughter, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Probably just the Pap smear, I guess.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK and then what do you need?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] As far as documentation for that.
[AGENT][NEUTRAL] Uh, they really don't ask for documentation anymore, so it's mainly just, um, I think if you're on the online service center to um file wellness claims, I, I believe it ask for the date.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the name of the provider?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if she had um a Pap smear, put in the date on which she had it and the um name of the provider. Yes, ma'am.
[CUSTOMER][NEUTRAL] The doctor.
[CUSTOMER][NEUTRAL] OK, so we don't need like to upload the EOBs or anything like that? That's what I was.
[AGENT][NEUTRAL] No, ma'am. That's not required. They did that back in the day, but it's not required.
[CUSTOMER][NEUTRAL] Oh, OK, um.
[CUSTOMER][NEUTRAL] OK, I think that was.
[CUSTOMER][NEUTRAL] I think that's the only thing so when I go online to do that I just need to put in the older.
[CUSTOMER][NEUTRAL] Um, like the one that was after, uh, [PII], put in that particular, even though it's
[CUSTOMER][NEUTRAL] Uh, I don't wanna say expired, but it's not the current, it's the older policy I would put in that particular policy.
[CUSTOMER][NEUTRAL] For that year
[AGENT][NEUTRAL] Oh, you can, but for the most part with this, uh, wellness, um, filing a wellness claim on the online service center, they go for any available policy for that date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, OK, I think that's the only questions I had.
[AGENT][NEUTRAL] All right. Uh, is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, not today.
[AGENT][POSITIVE] OK, well I thank you so much for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.