AccountId: 011433970860
ContactId: be1970f8-9c79-4382-baf4-70bce6617807
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360720 ms
Total Talk Time (AGENT): 163818 ms
Total Talk Time (CUSTOMER): 86463 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/be1970f8-9c79-4382-baf4-70bce6617807_20250205T18:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I have a policy with you.
[CUSTOMER][NEUTRAL] And uh a cancer policy and um I was wondering I had um.
[CUSTOMER][NEUTRAL] Skin cancer years ago. Um, and I was wondering, would y'all pay for my visit to the, to the dermato I've been going to the dermatologist, but I haven't been filing anything. Would y'all pay for the visit to the dermatologist?
[AGENT][NEUTRAL] OK, so you have a question regarding your benefits and if a visit, an office visit is covered under your policy?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, and Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] I don't have it because I'm at work. I didn't think to get it.
[AGENT][NEUTRAL] OK, but the policy is in your name, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is your full social security number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So give me a couple of moments to see if I can locate your policy information first. And then once I do, I will have to verify several things with you for security, Mr. [PII], and also any information that is provided will be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying your information, so just one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then let me pull your policy information up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so on this policy, no, ma'am, an office visit is not a covered benefit.
[CUSTOMER][NEUTRAL] OK, I didn't figure it was, but somebody said that maybe it would be, but I thought I'd give it a shot.
[AGENT][NEUTRAL] Absolutely. Well, there's one more thing. Has anybody ever told you, Ms. [PII], about our portal that we have now in which you can create your profile and you can have access to your policy information online as well?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] No, because I don't, the only time I ever use this, thank goodness, is when I get my mammogram.
[AGENT][POSITIVE] Well that is a blessing. So what I'm gonna do is I will, I'm gonna email you, give me just a moment. I'm gonna email you this user guide.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that you can set up your profile to give you access online you can actually submit your wellness screening claims via your portal as well.
[AGENT][NEUTRAL] Now if you have a computer now you can't upload and submit information from a phone it doesn't currently support mobile devices, but you can upload a wellness claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Directly into the portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so just
[AGENT][NEUTRAL] OK, Mr. [PII], so I just sent that to you and the email that you will be receiving is going to come from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see, let me make sure, yes, and I did put APL in your subject line for you so that that's easy for you to recognize.
[CUSTOMER][POSITIVE] Alright, I appreciate it.
[AGENT][POSITIVE] OK. Well, you're certainly welcome. So is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That is it. Anytime that I do have to call y'all, y'all are the nicest people, the easiest people to talk to and get in touch with, appreciate it.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Well, thank you for saying that. That was very kind of you to say that, and we're here to help you in any way that we can. So, um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] If you do have any further questions, please do give us a call and uh I hope you have a wonderful afternoon. Thank you again, Mr. [PII] for calling APL today.
[CUSTOMER][POSITIVE] Thank you. You have a good day. Bye-bye.
[AGENT][POSITIVE] You're welcome. You too. Bye bye.