AccountId: 011433970860
ContactId: a471a70f-8a8a-473e-bdbb-ec63b7eec0fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472649 ms
Total Talk Time (AGENT): 157061 ms
Total Talk Time (CUSTOMER): 193520 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/a471a70f-8a8a-473e-bdbb-ec63b7eec0fb_20250422T20:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[AGENT][POSITIVE] Hey [PII] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good. I have [PII] on the phone.
[CUSTOMER][NEUTRAL] And she's calling on policy 261-298-8.
[CUSTOMER][NEUTRAL] Want to know if the colonoscopy is covered under this policy.
[AGENT][NEUTRAL] OK, let me look at your policy and see.
[AGENT][NEUTRAL] OK, and you verified her and where she's calling from, is that a good number to call her back on?
[CUSTOMER][NEUTRAL] Uh, yes, uh-huh.
[CUSTOMER][NEUTRAL] And I verified all everything.
[AGENT][NEUTRAL] OK, you can go ahead and put her through.
[CUSTOMER][POSITIVE] All right, thank you, [PII], here she is.
[AGENT][POSITIVE] Alright thank thank you [PII].
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.
[CUSTOMER][NEGATIVE] He broke my ho I this.
[AGENT][NEUTRAL] Hi [PII], this is with.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] With um uh care team. So I understand that you're trying to see if a colonoscopy would be covered under your policy.
[CUSTOMER][POSITIVE] Good. Hello.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me pull your policy up real quick and I'll review it and let you know it's gonna be just a moment with computer pulled in for us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, I just ran out of here so quick.
[CUSTOMER][NEUTRAL] So when you jamming and pulled up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's what they said. I'm about to, I got somewhere to go.
[CUSTOMER][NEUTRAL] No, they are.
[CUSTOMER][POSITIVE] Tomorrow I have somewhere to go and I got somewhere to go tomorrow too.
[CUSTOMER][POSITIVE] You need to get to that and work it out, be ready for your sport.
[AGENT][NEUTRAL] It's taking a little bit working on it. It's gonna be just a moment.
[CUSTOMER][POSITIVE] They worked to stuff.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Come on.
[AGENT][NEGATIVE] It's taking a long time to load.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm trying to figure it out.
[CUSTOMER][NEUTRAL] I don't know what to say.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I get on Google to find stuff.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Yes you.
[CUSTOMER][NEUTRAL] So you can get them from your views or your posts.
[CUSTOMER][NEUTRAL] I, oh, cause I thought I read you from you which one you wanna take your views on your phone.
[CUSTOMER][NEGATIVE] And I said fuck the call.
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, alright, I've got it loaded. Let me see.
[CUSTOMER][NEUTRAL] I'm one.
[CUSTOMER][NEUTRAL] Did it pop up.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, it just popped up, so I'm having to review it real quick to see what it says about diagnostic testing. So it's gonna be I find the section that tells us what the benefits are.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] This the sound could be a no.
[CUSTOMER][NEUTRAL] You said leave me alone.
[CUSTOMER][NEUTRAL] And she said tell they come cut my grade.
[CUSTOMER][NEUTRAL] It's in this state. I said some kind of grass the boy.
[CUSTOMER][NEUTRAL] Yeah I said now talking to him.
[CUSTOMER][NEGATIVE] That's uh, oh, he went to the back. No, he didn't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, and this is just to verify your benefits. It's not a guarantee of payment. You have a diagnostic testing benefit for medical imaging test.
[AGENT][NEUTRAL] Of 100 per day, a maximum of 1 day per calendar year per covered person.
[CUSTOMER][NEUTRAL] You said one, say that again one day. What did you say?
[AGENT][NEUTRAL] One day a year that covers $100 for diagnostic testing.
[AGENT][NEUTRAL] Let me see about your outpatient. Is it gonna be done, is it gonna be done in outpatient procedure?
[CUSTOMER][NEUTRAL] Well, what is that?
[CUSTOMER][NEUTRAL] Yeah, that's what it is.
[AGENT][NEUTRAL] OK, you do have an outpatient accident and sickness treatment benefit?
[AGENT][NEUTRAL] Uh, you get 4 of those a year.
[AGENT][NEUTRAL] And that gives it.
[AGENT][NEUTRAL] And it pays $30.
[CUSTOMER][NEUTRAL] Uh, who, me?
[AGENT][NEGATIVE] No, the policy pays $30.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] On to the park. How do I find out what thing is taking that time.
[AGENT][NEUTRAL] And then you get, and then.
[AGENT][NEUTRAL] And then you also get um
[CUSTOMER][NEUTRAL] PlayStation. I say that I just heard on Facebook.
[AGENT][NEUTRAL] One diagnostic test a year and it pays 100.
[CUSTOMER][NEUTRAL] It um you bleeping out the page what?
[AGENT][NEUTRAL] You get one diagnostic test a year that pays $100.
[CUSTOMER][NEUTRAL] so
[CUSTOMER][NEUTRAL] OK. I don't know. Is that, is that, that cover a colonoscopy?
[CUSTOMER][NEGATIVE] They said it, I asked them before, they said it do, whatever it is, but call back and make sure before the [PII] and I kept calling and I never got to get through to nobody.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, ask them if, if a colonos I, I believe is considered a diagnostic test. The diagnostic test pays $100.01 time a year.
[CUSTOMER][NEUTRAL] It's gonna go
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because your card is on mine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, uh-huh, thank you.
[AGENT][POSITIVE] Is there anything else I can help before we go? You're so well.
[CUSTOMER][POSITIVE] No, ma'am, thank you.
[AGENT][POSITIVE] Alright you have a blessed day and thank you for calling APL.
[CUSTOMER][NEUTRAL] 951
[CUSTOMER][POSITIVE] You have a blessed day too.
[AGENT][POSITIVE] Thank you, ma'am. mm, thanks for calling. Yeah, bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Right, I don't know why.