AccountId: 011433970860
ContactId: bf45b57c-46f2-4a81-850b-c562619f8e56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 526119 ms
Total Talk Time (AGENT): 207772 ms
Total Talk Time (CUSTOMER): 143857 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/bf45b57c-46f2-4a81-850b-c562619f8e56_20250307T21:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Um, yeah, I was just calling, um, because I don't know if the benefits cover biopsies.
[AGENT][NEUTRAL] OK, I can help you with your benefits. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] I don't even know my policy number honestly. How would I find that?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Um, I can look it up with your social security number and it'll pull it in for us.
[CUSTOMER][NEUTRAL] OK, so my name is [PII]. Social is [PII].
[AGENT][NEUTRAL] OK. Let me look that up real quick, Miss [PII].
[AGENT][NEUTRAL] OK, 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, the address should be [PII], um, phone number [PII].
[CUSTOMER][NEUTRAL] And I'm not sure if you all have my work email or my personal, but it would either be [PII] or [PII].
[AGENT][NEUTRAL] Yes, I've got the [PII] address and then the phone number that you gave me, Miss [PII], if we get disconnected, is that a good call back number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, because you are breaking up a little bit.
[AGENT][POSITIVE] Oh, no. OK. Sorry about that.
[AGENT][NEUTRAL] Alright, let's look at your policy real quick.
[AGENT][NEUTRAL] I'm gonna have to actually pull in your policy and read it to see what it says about biopsy. So it might take a minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you send me a copy of that?
[AGENT][NEUTRAL] Actually, if you sign up for our online service center.
[AGENT][NEUTRAL] Let me give you that website, it's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Oh hold on, you're breaking up.
[AGENT][POSITIVE] OK, sorry about that.
[CUSTOMER][NEUTRAL] You are breaking up. What is it?
[AGENT][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] [PII]. Uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]. So all together it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once you get into the website you're gonna click that you're a new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the second option is you're an individual with an APL policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll just uh figure out what you wanna use for your username and password and you can get a copy of your policy, you can get a copy of your card, you can file claims on that site, it's a direct portal to your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, see, our problem is we do like just benefit uh they do a benefit enrollment and we enroll but we don't get any information on any of the policies that we, yeah, so.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] So right now I was just searching up every day I searched up online to find the number, so would I need my policy number for that to create the account or will it just work with my, my personal information?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It'll work with your social security number, but I'm going to give you your policy number just so you have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] 534761.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 61
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'm trying to pull your policy in now so I can look at it.
[AGENT][NEUTRAL] It's gonna take a minute because it's a big policy.
[CUSTOMER][NEUTRAL] Yes, I figured, and I completely didn't even think about it, but um it's because we're having to get a biopsy done for my daughter and then they told me, oh, it's gonna be this much, and so my husband's like, man, that's a lot even with our insurance and I said yes and he's like, well, let's check the cancer policy and I had forgotten about it. So I was like, you know what, let me, let me look into it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, let's see, it's starting to break it down now for me.
[AGENT][NEUTRAL] OK, your surgical benefit, this is how it reads, and this is just to verify your benefits. It's not a guarantee of payment. It reads that when a surgical operation is performed on a covered person for a covered diagnosis of cancer.
[AGENT][NEUTRAL] Skin cancer or reconstructive surgery due to cancer. We will pay the lesser of. So you have to actually have the initial diagnosis for the sur surgical benefit to kick in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But it's got a lot of benefits on it if you want to look over once you sign up into that online service center.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Looks like a a a very good policy by what I'm reading.
[CUSTOMER][NEUTRAL] OK, no, I'll go ahead and do that that way I can look at it.
[AGENT][NEUTRAL] Yes, ma'am. It's long. You'll be there for a minute.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's OK. Uh, I'm, I'm on spring break next week, so I, I got, I, I'll, I'll do some reading.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] O[PII], OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You have plenty of time to read the book.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Is there anything else that I can help you with, Ms. [PII], before we go?
[CUSTOMER][POSITIVE] No, that was it, but I, I'll go ahead and get on the website, but thank you very much. OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome. You have a wonderful week off for the kiddos and um thank you so much for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm bye bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.