AccountId: 011433970860
ContactId: 9f21ac54-0229-45c8-8c44-a15ffeaeb5a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322440 ms
Total Talk Time (AGENT): 64513 ms
Total Talk Time (CUSTOMER): 161358 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/9f21ac54-0229-45c8-8c44-a15ffeaeb5a0_20250505T19:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I was wondering if you could help me to check and see which years that I filed past claims for uh PSA testing.
[AGENT][NEUTRAL] OK, um, I, yeah, I hopefully I should be able to. Um, what is your policy number?
[CUSTOMER][NEUTRAL] My policy number is.
[CUSTOMER][NEUTRAL] 013.
[CUSTOMER][NEUTRAL] 864
[CUSTOMER][NEUTRAL] 80.
[AGENT][NEUTRAL] And your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And do you have a good callback number, Mr. [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] And can you verify your address?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And I'm sorry to bother you this question. It's my, my real challenge is I, I didn't file for any benefits for about 4 years and I'm trying to go back and see which benefits that I need to go back and file for and I'm not exactly sure.
[CUSTOMER][NEGATIVE] Which years I, I don't believe I filed for any kind of PSA.
[CUSTOMER][NEUTRAL] Testing benefits for at least the last 4 years but I'm not sure um as a as a form of diagnostic testing and I just wondered if you could help me look because I there should be a pretty big gap because I haven't filed for anything since [PII] and I think before that I, I started in about [PII] in [PII].
[CUSTOMER][NEGATIVE] And so I hope it, it doesn't take too much of your time and too much of your trouble, but I just wondered if you could look through. I think there's about 12 to 14 claims and just give me the dates um on which a $50 benefit was paid for my PSA diagnostic test, then I'll know which years I need to go back and ask my doctor to try to give me um um charges for it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, uh, it looks like, so we've got [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, let's see what else we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That may be it, but.
[AGENT][NEUTRAL] I think that's it, yeah, let me double check a few more dates.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Oh, we got one for [PII].
[CUSTOMER][POSITIVE] Thank you for finding that one as well.
[AGENT][NEUTRAL] And that looks like that's it.
[CUSTOMER][NEUTRAL] And can you tell me if the, when did I first take out my or when did I first give you all a confirmed diagnosis of cancer? Was that in [PII] or was that in [PII]?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Looks like your first occurrence benefit was actually [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and it's not too late to go back then if I can get some evidence of the PSA test because I've had multiple PSA tests every year since [PII] to get, do I just, I only really need to get the one for each year because that's all that that the claim will pay.
[AGENT][POSITIVE] Yes, that's correct. Yeah, and it's not too late. There's no timely filing limits. You can file at any time.
[CUSTOMER][NEUTRAL] And is all I need for that one just a doctor's charge that states that it was for PSA test, or is there any other documentation that needs to be provided in addition to that?
[AGENT][NEUTRAL] Uh, no, as long as it states the date of service, the bill charges, and then that it was for a PSA, that should suffice, yeah.
[CUSTOMER][POSITIVE] Thank you very much for your time and help. I sure appreciate it.
[AGENT][NEUTRAL] OK, anything else I can help with?
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] OK thank you have a good day thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.