AccountId: 011433970860
ContactId: ab0d9bb9-b332-4560-9701-b9b0d0e4490e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 564460 ms
Total Talk Time (AGENT): 124550 ms
Total Talk Time (CUSTOMER): 132341 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/ab0d9bb9-b332-4560-9701-b9b0d0e4490e_20250211T22:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Well, I was wanting to know. I had to have, I had a cancer scare. Uh, and they, I had a, I've had these little um tumors in my lung, but they've been stable. Well, one had grown and so they did a CAT scan and from that, they said she needs a PET scan.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So I was wondering, do you pay for a PET scan?
[AGENT][NEUTRAL] Um, I can check and see what benefits you have under your policy. Do you have your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, um, well, I have.
[CUSTOMER][NEUTRAL] This one will do 83817.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] May I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and I need to verify um the mailing address, the email address, and your date of birth. Well, I got your date of birth, your mailing address, yeah. Mhm.
[CUSTOMER][NEUTRAL] Date of birth, yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what else did you say, hon? or was that it?
[AGENT][NEUTRAL] At the email address if you have one.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Mhm. All right. Let's see. Let me go through your benefits and see if we cover, um.
[AGENT][NEUTRAL] That test. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Do you mind holding for me? I'm just gonna go through your benefits really quick, OK?
[CUSTOMER][POSITIVE] Oh, no problem. Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. G.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, I have a question. Did they find cancer in that PET scan or it was not cancerous?
[CUSTOMER][POSITIVE] It was not cancerous.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for that.
[AGENT][POSITIVE] Yes, yes. Amen. Um.
[CUSTOMER][NEGATIVE] But it, it scared me. It had grown, it was 2 1/2.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Millimeter and he'd grown to 9, so
[AGENT][NEUTRAL] Well.
[CUSTOMER][NEGATIVE] Yeah, what was wrong.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEGATIVE] Mhm. Yeah, I don't see a benefit for the um
[AGENT][NEUTRAL] For that type of diagnosis, unless it's a cancer diagnosis for that test. Um, so it doesn't look like it's gonna be covered if you want to send in the paper anyways to, to have some examiner look into it, you can, but based on the benefits, I did not find any benefit for the PET scan.
[CUSTOMER][NEUTRAL] Well, I, I'll get it, but I did have my wellness exam the other day, and you all pay a little bit for that, don't you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, we do pay $75. Mhm. Correct.
[CUSTOMER][NEUTRAL] OK, so I'll just send that in to you like that, right? I'll get a copy of it and send it to you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, you can do that or you can just have the claim form filled out and sent to us, whichever is easier for you. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Just have the, get, get a copy of the wellness exam and just mail that to you.
[AGENT][NEUTRAL] You can do that or you can send us the claim form, yes.
[CUSTOMER][NEGATIVE] Painful.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh well, it's much easier at my age. I have trouble throwing out anything, so I'll just send you a well, a copy of the wellness exam, right? OK.
[AGENT][NEUTRAL] OK. No, it's fine. It's yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, that'll be fine. Yes, yes, you can do that. You're welcome. Thank you for calling APL. Have a good afternoon, Ms. [PII]
[CUSTOMER][POSITIVE] Thank you very much bye bye.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you.