AccountId: 011433970860
ContactId: 957ea103-bb61-40f8-957b-d0dc11157db8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293540 ms
Total Talk Time (AGENT): 102811 ms
Total Talk Time (CUSTOMER): 145134 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/957ea103-bb61-40f8-957b-d0dc11157db8_20250411T15:56_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, what information do I need to give you to get started here?
[AGENT][NEUTRAL] Uh, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Oh, that's very kind of you to offer that [PII].
[AGENT][NEUTRAL] And may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] I can give you a number or whatever.
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] I have the card in front of me.
[AGENT][NEUTRAL] It should say inpatient outpatient certificate number, either one of those numbers.
[CUSTOMER][NEUTRAL] Yes, it has that. Um, this would be outpatient surgery, so I'll give you that 024.
[CUSTOMER][NEUTRAL] 787.
[CUSTOMER][NEUTRAL] 52
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, and then the number 8.
[AGENT][NEUTRAL] And can I verify your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Mr. [PII], and you had a question on the policy?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, several questions. Um, I've been diagnosed with prostate cancer, and I'm looking into getting, uh, or they want me to have a PET scan. I'm also have some awareness that APL has some kind of uh.
[CUSTOMER][NEUTRAL] Extra cancer coverage thing that I wanted to know what that meant.
[CUSTOMER][NEUTRAL] Um, so APL is obviously the.
[CUSTOMER][NEUTRAL] Secondary, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I haven't, I haven't called Blue Cross Blue Shield.
[CUSTOMER][NEUTRAL] Back because the first time they gave me that information but uh I.
[CUSTOMER][NEUTRAL] Kind of backing into this, um.
[CUSTOMER][NEUTRAL] How does that cancer
[CUSTOMER][NEUTRAL] Claws work.
[AGENT][POSITIVE] It, it, it's really pays under the outpatient benefit as well. It's just an extra rider that if you have cancer, it'll pay on it.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Whatever Blue Cross Blue Shield doesn't pay, does that mean that APL.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Under this cancer writer pays the rest.
[AGENT][POSITIVE] OK, I can help you with that. Um.
[AGENT][NEUTRAL] And any benefits given over the phone is not a guarantee of payment. And this policy, what it does, it coordinates with your primary insurance, whatever your primary applies to your deductible, co-pay, or co-insurance only.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] We'll pay up to for outpatient, $300 per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And inpatient would be 3000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Per occurrence.
[CUSTOMER][NEUTRAL] Oh, inpatient meaning in hospital?
[AGENT][NEUTRAL] Right, yes, sir.
[CUSTOMER][NEUTRAL] Oh yeah, well this is, this is not gonna be in the hospital so it's still only $300. It isn't some extra thing that uh.
[CUSTOMER][NEUTRAL] The APL pays all they do is pay $300.
[AGENT][NEUTRAL] Per calendar day.
[CUSTOMER][NEUTRAL] Of what Blue Cross Blue Shield doesn't pay, OK, so the uh.
[AGENT][NEUTRAL] Right. Like, say for instance, on the cancer writer, if you went in for an office visit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you didn't have cancer, it wouldn't pay for that office visit at all. But if you, if you go in for an office visit and you have a cancer diagnosis, it's gonna be paid under that cancer writer.
[AGENT][POSITIVE] That's the benefit of the cancer writer.
[CUSTOMER][NEUTRAL] Uh huh, well, I mean I do have.
[CUSTOMER][NEUTRAL] OK, well I have
[CUSTOMER][NEUTRAL] The diagnosis, um.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I'll call Blue Cross Blue Shield now, uh, but for some reason, the, uh, PET scan people thought that.
[CUSTOMER][NEUTRAL] APL
[CUSTOMER][NEUTRAL] Paid more than that but that's that's OK.
[CUSTOMER][NEUTRAL] We'll see what happens.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um, alright.
[CUSTOMER][POSITIVE] All right thank you very much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, I think that's it.
[AGENT][POSITIVE] Thank you, Mr. [PII], for calling APA. Have a good day, and if you have any more questions, give us a call back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. Bye bye.