AccountId: 011433970860
ContactId: 9816bdf8-8cd0-441b-8b1e-3a9318e8d26f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 916369 ms
Total Talk Time (AGENT): 336715 ms
Total Talk Time (CUSTOMER): 405541 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/9816bdf8-8cd0-441b-8b1e-3a9318e8d26f_20250218T16:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Yes, I was calling to check on my, uh, cancel policy to see if it's been set up. I think you sent me some paperwork and I think I sent it back and I haven't heard anything. Um, I know you guys have my accident set up, but, um, not my, I haven't heard anything about my cancer. I did receive some information though as far as what the policy pays and stuff, but I haven't received the actual information when it'll be drafted from my account or what because I set up for ACH.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, ma'am. And your name is?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have uh the policy number?
[CUSTOMER][NEUTRAL] No, I don't have the policy number in hand. I'm at work, but I have my social.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK, and what's your social?
[CUSTOMER][NEUTRAL] Uh, social is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], thank you so much. And verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII] mailing address is [PII]. My email address is [PII].
[AGENT][POSITIVE] OK, thank you, ma'am. And a good callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And let's see.
[AGENT][POSITIVE] Uh yes, ma'am. I show your cancer policy did become a uh forward words, did become effective [PII], and I show that it is active.
[CUSTOMER][NEUTRAL] OK, OK, so when is this gonna be drafted because I set up a draft, haven't seen a draft yet, so I wasn't really sure. I think I did on, uh, quarterly, I think I'm not really sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, let me double check. Give me one moment.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] Well, if I can pull this up, give me one moment, thank you for being so patient with me.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Uh, I do show it looks like it's quarterly and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, shows.
[AGENT][NEUTRAL] On the [PII], on the.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] The [PII], so it'll be [PII] then or [PII].
[AGENT][NEUTRAL] Oh, that's a good question. Uh, let me double check with, uh, representative in customer service. Do you mind holding for a moment?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK. Thank you so much. Hold on one moment, Ms. uh, try to put your first name and last name together, Ms. [PII]. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. I have a quick question for you if you don't mind.
[CUSTOMER][NEUTRAL] Um, really.
[AGENT][NEUTRAL] OK, um, I have an insured on the phone. They were just double checking that the cancer policy is with us, which it shows it does, and then it's bank draft, and she is showing frequency 4, so that means quarterly, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and she just wanted to know when the first payment will be drafted. Oh, so I'm assuming April because the effective date is [PII] and then the pay date is up to April, so the next one will be in April.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Lord, common sense, [PII]. Alright.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] So I appreciate you.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] Alright, bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] OK, Ms. [PII], thank you so much for holding. Uh, it looks like the next payment will be taken out in April.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In April, OK, and that's for my um hospi uh accident and my cancer, right?
[AGENT][NEUTRAL] Uh, let me double check as far as the accident. Give me a moment.
[AGENT][NEUTRAL] Well, it's showing the um for the accident policy is monthly.
[AGENT][NEUTRAL] And the cancer policy is showing quarterly.
[CUSTOMER][NEUTRAL] It's my.
[CUSTOMER][NEUTRAL] OK then, so for the cancel policy, how much is it?
[AGENT][NEUTRAL] Uh, let me go back. Let me see, for the cancer policy, I'm showing it's 5511.
[CUSTOMER][NEUTRAL] And then, uh-huh.
[CUSTOMER][NEUTRAL] 5511 and then for the other is what?
[AGENT][NEUTRAL] 9:55.
[CUSTOMER][NEUTRAL] OK, 955, that's monthly, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I may say, I can change it any time if I want to go quarterly too with the cancer.
[AGENT][POSITIVE] I believe you can, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's fine. OK, and do I have, uh, they, uh, told me at first that I could get the hospital. Uh, is that I had someone to look into that. Is that not correct because they gave me a policy number for all three, but she was saying she I'm checking the hospital because she don't know if it, uh, applied to me, you know, [PII], so I just want to make sure.
[AGENT][NEUTRAL] Let's see 23 532.
[CUSTOMER][NEUTRAL] Because they gave me a policy number for all three and then when she said, I said, well, they gave me a policy number for it already and I have it in my file, but uh she was saying she don't know if I'll be eligible for the hospital.
[CUSTOMER][NEGATIVE] But then they should have never sent me the information either with my account number and everything for it, so I was kind of confused on that one.
[AGENT][NEUTRAL] Uh, looks like, it looks like a representative that says policy cannot be continued off-group once master policy has been canceled.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Oh, so since it was a group policy then it couldn't, but these other ones is not a group policy, is that what you're saying?
[AGENT][NEGATIVE] Uh, the other ones did have have portability except for this one it didn't.
[CUSTOMER][NEUTRAL] Got you, got you, OK, even though they gave me the information, OK, that's why she was checking on it because they gave me my my number for all three of them, and so when she said it, I was kind of confused about it.
[AGENT][NEUTRAL] I understand, yes, ma'am.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much for your time today.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII]. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let me ask you, let me ask you a question. Uh, is, uh, routine benefits, are they, uh, subject to claims or no? Like you have a mammogram?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you talking about like for wellness?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, let me double check and see. Let me pull up your plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, yeah, there's a cancer screening benefit on the plan and then there's um
[AGENT][NEUTRAL] Um, ovarian slash cervical cancer screening. Um, so cancer screening is on the plan. Let me see. And a mammogram will fall under the diagnostic, uh, cancer screening benefit.
[CUSTOMER][NEUTRAL] OK, so what you say?
[CUSTOMER][NEUTRAL] OK, so, uh, the route, what about the routine health?
[CUSTOMER][NEUTRAL] I know you said the, the mammogram will fall under it, which I did have a mammogram, so I just, I'm probably gonna submit that, but what about like the pap smear you have every year? Is that considered? I know you say cervical cancer to screen for, but I don't know if they really screen for cervical cancer when you go for a routine each year, unless you have family history of it. I don't.
[AGENT][NEUTRAL] Usually they do a blood test. Yeah, sometimes they do a blood test to check for cervical ovarian cancer, but a Pap smear will follow on the uh cancer screening benefits, but those are once every calendar year.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it does say um a conventional Pap smear screening use.
[CUSTOMER][NEUTRAL] OK, so the
[AGENT][NEUTRAL] It's approved by United States Food and Drugs. So that is, um, I guess it covers screening. So if you have a Pap smear and a mammogram, uh, it looks like you can file for both.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You can file for both for the mammogram and the PEP care.
[AGENT][NEUTRAL] Wait, just
[AGENT][NEUTRAL] Yes, ma'am. Since the mammogram, um, and the Pap smear actually falls within the cancer screening benefit, but for the ovarian slash cervical screening, it does list Pap smear, a conventional Pap smear as a cover test.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] What about a colonoscopy?
[AGENT][NEUTRAL] Uh, that would still fall under the cancer screening.
[CUSTOMER][NEUTRAL] OK, so that will, can I have that too. OK, I just wanted to make sure what falls under that because I think I may have had some last year too, but I'm not really sure. I think I may have had my, I had my mammogram I think this year, but I had my colonoscopy in December.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] And I think we probably would have still been on the policy then.
[CUSTOMER][NEUTRAL] Because we didn't start with you guys until [PII].
[AGENT][NEUTRAL] Yes, ma'am. Give me a moment. And you say you had those screenings last year?
[CUSTOMER][NEUTRAL] No, I just had a colonoscopy in December. My mammogram was done this year.
[CUSTOMER][NEUTRAL] And I haven't had my pap smear this year yet, but I have a pap smear almost every year of the other year, every other year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But like I said, I can uh check to see because I didn't know so you do the mammogram is that each year you can uh submit a claim or just?
[AGENT][NEUTRAL] It's just one, either or like a mammogram or a Pap smear or a colonoscopy, a cancer screening, just one test per calendar year. Uh, but give me one quick, yes, ma'am. Give me one moment to check something else which is not gonna show me. Give me one moment.
[CUSTOMER][NEUTRAL] Per calendar year. OK. OK.
[CUSTOMER][NEUTRAL] So I can do my colonoscopy.
[CUSTOMER][NEUTRAL] Is if it doesn't wanna share. I don't have it that often, you know, code I ain't done often.
[CUSTOMER][NEUTRAL] They've done every, I think 5 or 6 years.
[AGENT][NEUTRAL] Yeah, usually colonoscopy once every 5 years, probably.
[CUSTOMER][NEUTRAL] Yeah, every 5 years. At one point, I was having it cause I, I was having it every 3 years because of the history I had my family history, but after the, they didn't find any polyps and stuff and they was always negative, they wasn't positive for anything. So, um, I just had it last year, uh, in December because I had met my deductible, so I just, uh, they had set it up before, you know, since I met my deductible last year.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] So I know I had that last year I can submit. Now my pap smear, I did have a Pap smear last year, but um that I can submit cause if that's just once a year and then I haven't had my PEP smear for this year, which I, I won't have it until later on in the year, but I did have my mammogram uh this year.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yes, ma'am. I would say to submit those to us. Um, have you set up on the online service center?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, you know, I think I might, but I have all my, uh, uh, different passwords and stuff at home, so I would have to look at that when I get home. I think I'm able to get into it so I can see and get into it and stuff. I think I may have sent me something too on different stuff or what's covered and stuff, but I would, I didn't realize that, you know, uh, wellness would be covered, so that's I just wanted to ask while I was on the phone with you guys.
[AGENT][NEUTRAL] No, no, I understand. And the reason why I brought up the OS uh online service center is that you can file a claim through there as well, um, a wellness screening and any policy that applies, it would place that claim under that policy. So you can um submit them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] OK, I'll look into that then is all I have to do is, um, is screenshot it or something? Is that what you do? Can you screenshot and put it on there?
[AGENT][NEUTRAL] Uh, no, uh, they don't really, I don't think with these policies they require any, um,
[AGENT][NEUTRAL] Documents. So if you go on to the online service center and um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You just file a wellness claim and then it just follow the prompts. It'll ask like the date type of screening, and I believe it asks the name of the provider and then once you do that it um electronically sends out the claim.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got you. It says out a claim to who? Oh, just send out a claim for you guys to process.
[AGENT][NEUTRAL] Yes, ma'am, and you'll get a confirmation number uh once it's been received. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, that's fine. Just I'll get all this stuff together. I was just wondering stuff. I'll get it together for the next 2 or 3 weeks, uh, whenever I get a chance, but thank you so much for your time today.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, you are welcome. Thanks for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.