AccountId: 011433970860
ContactId: a5683ff1-bcce-41c4-893d-ff8bb508594b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272230 ms
Total Talk Time (AGENT): 107514 ms
Total Talk Time (CUSTOMER): 123031 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/a5683ff1-bcce-41c4-893d-ff8bb508594b_20250122T15:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is uh [PII], and I filed a wellness claim with um American public on a cancer policy that I have. And when I took the policy out, you know, they said you can um file one claim a year like when I have my mammogram for, you know, showing that I'm
[CUSTOMER][NEUTRAL] Doing things to.
[CUSTOMER][NEUTRAL] To, um, determine if I have cancer or whatever. So, anyway, I filed a claim on my mammogram and oh and it was that I would get $75 back once a year for
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely
[CUSTOMER][NEUTRAL] For for Venice.
[CUSTOMER][NEUTRAL] Um, measures, but anyway, I filed the claim on my um mammogram, but the check was only for $17.19.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, a unique one.
[CUSTOMER][NEUTRAL] Policy number.
[AGENT][NEUTRAL] Yes, Ms. [PII], absolutely, um, what is your callback number, ma'am first just in case our call is disconnected.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK, [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] OK, it's 9 A as in apple, 79941.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] You haven't had the flu, have you?
[AGENT][NEUTRAL] No, but I, this weather has got me.
[AGENT][NEUTRAL] Coughing. Yes, the cold.
[CUSTOMER][NEUTRAL] Coughing.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, um, my phone num well you've got the phone number, um, my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what was the other thing that you needed?
[AGENT][NEUTRAL] Your email address please.
[CUSTOMER][NEUTRAL] Oh mail address. OK, provider.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright thank you so much for verifying your information for me. So what I'm gonna do is I'm gonna go ahead and transfer you now on over to the claims department, uh, I'll let them know, you know, what you had just told me that your policy stated that you got $75 back and your check was only for $17 and um let them assist you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] OK. You're very welcome, Ms. [PII]. You have a blessed day and thanks for calling APL. It's gonna be a quick hold.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, good morning, [PII]. This is [PII] in the care team. I've got, Hi, good morning. I have Ms. [PII] on the phone.
[CUSTOMER][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Uh, and her policy number is 85615.
[AGENT][NEUTRAL] I have verified her and the callback number is the number that's showing up on our screen. She, um, stated that her policy says that she should get paid $75 for mammograms once a year and she received a check for $17 and she wants to speak to somebody about that.
[CUSTOMER][POSITIVE] OK, you can transfer her. Thank you.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a blessed day.
[CUSTOMER][POSITIVE] Mhm. Thank you.
[AGENT][NEUTRAL] Mm bye-bye, ma'am.