AccountId: 011433970860
ContactId: b532c83d-635d-469f-bf62-ae10c8a7f7d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 497700 ms
Total Talk Time (AGENT): 143663 ms
Total Talk Time (CUSTOMER): 185252 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/b532c83d-635d-469f-bf62-ae10c8a7f7d2_20250401T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, this is OK, so.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I have a few questions, but the first one is I went to log in um online to see, you know, answers to my questions and.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It says I have an account but I don't know what it is. I mean that based on the information when I said new user.
[CUSTOMER][NEUTRAL] Um, it said there's already an account, but I don't know what the user name and pass well, if I had the username I might can figure out the password.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's the first question.
[AGENT][NEUTRAL] Let me get your uh policy number. Do you have that handy?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I have um a policy number. I don't have a member number.
[CUSTOMER][NEUTRAL] Do you want my policy number? Oh, this says, oh but this says.
[AGENT][POSITIVE] Yes, that'd be great.
[CUSTOMER][NEUTRAL] APL cancer policy number is that it? 2411266 is that my member number?
[AGENT][POSITIVE] Yes, that should be it.
[AGENT][NEUTRAL] Uh, will you repeat that for me, please?
[CUSTOMER][NEUTRAL] 241.
[CUSTOMER][NEUTRAL] 1266.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, I just need a few more pieces of information. Um, what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And then lastly, your email address.
[CUSTOMER][NEUTRAL] sooner so at [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, let's look on here for your site and I can give you your uh username.
[AGENT][NEUTRAL] That way if you wanna reset your password um let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So I.
[AGENT][NEUTRAL] And then what was your other question?
[CUSTOMER][NEUTRAL] My first question has to do with my username and then I can get, you know, I guess I had just had my mammogram today is what made me think about it I think there's a.
[CUSTOMER][POSITIVE] Benefit for having that done, right?
[AGENT][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] I got $50.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] It looks like your username is [PII]
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, so let me check your policy.
[CUSTOMER][NEUTRAL] And then I can
[AGENT][NEUTRAL] And that was just a routine mammogram, is that right?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] Uh, looks like the policy number you gave me, that's an old policy number. So let me look up your new policy number.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, this was on a letter about um.
[CUSTOMER][NEUTRAL] Uh, plans to move to a new certificate, so I don't guess I have that letter.
[AGENT][NEUTRAL] OK, I've got that pulled up. Let's see what we have.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] I'm looking on here, just give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see um.
[AGENT][NEGATIVE] I don't see anything for.
[AGENT][NEUTRAL] Routine, but let me double check something else. Let me search a different way.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I, I don't see routine uh mammogram listed on here.
[CUSTOMER][NEUTRAL] Right, yeah, it used to be.
[AGENT][NEUTRAL] It looks like
[CUSTOMER][NEUTRAL] Has it changed?
[AGENT][NEUTRAL] We've got radiation.
[CUSTOMER][NEUTRAL] I got a check
[CUSTOMER][NEUTRAL] I have a check 1312024 for $50 which I know was for that so they've changed the policy.
[AGENT][NEUTRAL] Well, we've got a diagnostic testing, um.
[CUSTOMER][NEUTRAL] Or the
[AGENT][NEUTRAL] That covers $50 but that would be for if there was a problem, um, that's for di but let me look up, hold on, let me check what that is on just a second. Let me make sure I'm not telling you the wrong thing. Let's see.
[AGENT][POSITIVE] OK, yes, I'm so sorry. Yes, the $50 that still exists. Sorry about that.
[CUSTOMER][NEUTRAL] And I can do that with a so are you um you said I had a different policy number or?
[AGENT][NEUTRAL] Yes, let me give you your new policy number. Yeah, it's 2558364.
[CUSTOMER][NEUTRAL] Can you give me that?
[CUSTOMER][NEUTRAL] 2558364
[AGENT][NEUTRAL] Yeah, and then when you get on the portal, um, it will have your policy certificate too so if you wanna look over that or anything that's available and then you can upload your claim for your mammogram.
[CUSTOMER][NEUTRAL] But, OK.
[CUSTOMER][NEUTRAL] OK, then the last uh area is in [PII]. I have to get the exact day I think it was October.
[CUSTOMER][NEUTRAL] I had a um.
[CUSTOMER][NEUTRAL] A biopsy for uh uh.
[CUSTOMER][NEGATIVE] Spot and, and it was melanoma. It was actually malignant.
[CUSTOMER][NEUTRAL] So I've been waiting. I had all this, the surgery for it and treatment, you know, follow-ups and all that. So I've been waiting to make sure that I know what all my out of pocket costs are and so that's something I can file online and it'll tell me what records you need or how does that work? I've never had to file anything. It's the first time I've had anything malignant.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So there will be a claim form. Look for the cancer claim form, and it will tell you exactly what is needed, um, in order to file the claim. There's a list, um, it goes over in detail what we need.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Like I said, I was just kind of waiting to make sure whatever out of pocket costs, you know, I would, I would know what those are when with the insurance payments and all that kind of stuff. Alright, well those are the things I needed you've been very helpful. [PII]hank you so much.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK. OK, Ms. [PII], thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Uh huh you too bye.
[AGENT][NEUTRAL] Yeah