AccountId: 011433970860
ContactId: b7c5e560-e5d7-407f-bfc7-d76a6a9cd03f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248479 ms
Total Talk Time (AGENT): 99530 ms
Total Talk Time (CUSTOMER): 96300 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/b7c5e560-e5d7-407f-bfc7-d76a6a9cd03f_20241230T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I'm a, um, I guess I'm insured with you guys, is what you'd call it. Um, I had a mammogram in November and I had to go and have a follow-up with an ultrasound. And, um, I put my, um,
[CUSTOMER][NEUTRAL] Um, what do they call it, um, I claimed for the mammogram, but I wondered whether I could claim for the follow-up mammogram.
[AGENT][NEUTRAL] Uh-huh. Yes.
[AGENT][NEUTRAL] Got you. OK, yes, we can get your policy pulled up and take a look. Uh, let's see, I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] OK, let me get it up for.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] And [PII], can I get a good call back number from you really quick in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, um, it is, hold on one moment. I'm gonna give you my work direct number. It is uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, and then do you have your policy number?
[CUSTOMER][NEUTRAL] I do. I'm just having a look now. Um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the cancer policy number is 2150414.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Yes, it's [PII], that's [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you.
[CUSTOMER][NEUTRAL] Um, it's my work email, which is, I think it's my work email. It could be either, um, [PII]. All right, OK, [PII].
[AGENT][NEUTRAL] It does look like a work email.
[AGENT][NEUTRAL] That's it, yes.
[AGENT][NEUTRAL] That's it, got it. OK, thank you so much for verifying that. OK, give me just a moment, let me get your policy pulled up here and we will take a look, um.
[AGENT][NEUTRAL] I know there's follow up, there's several follow up benefits as far as for a mammogram though, I'm not quite sure that that would be considered for a follow up, but we'll definitely take a look. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes. So follow-up diagnostic testing.
[AGENT][NEUTRAL] Is a covered benefit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, right, OK. And is that $50?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me check that um I do see that it did specify that too yes I'm just looking at the diagnostic testing and then there's a separate one that says follow up diagnostic testing so let me see if that benefit amount is the same. I would imagine it is, but let me just make sure.
[CUSTOMER][NEUTRAL] Oh right, OK, I will, I will admit.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, $100.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] Cancer screening benefit diagnostic testing follow up maximum of 1, so it's 1 each, so yeah, $100.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There we go
[CUSTOMER][POSITIVE] Great, thank you. I'll file the claim now.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Did you, was there anything else I could help you with? Yeah.
[CUSTOMER][POSITIVE] No, that was it, thank you.
[AGENT][POSITIVE] Of course, um, thank you for calling us. I hope you have a happy [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye now.