AccountId: 011433970860
ContactId: c0dc495d-9718-4309-aaa3-97420251f46a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463480 ms
Total Talk Time (AGENT): 131544 ms
Total Talk Time (CUSTOMER): 91606 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/c0dc495d-9718-4309-aaa3-97420251f46a_20250620T19:15_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] Hey, how's it going? I am calling as an employer. I wanted to know if um.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] For to take advantage of the wellness benefit associated with our accident insurance if the um.
[CUSTOMER][NEUTRAL] Doctor's appointment has if it can be anything besides um like an annual physical.
[CUSTOMER][NEUTRAL] Or if it has to be like an annual checkup in order to uh submit that claim.
[AGENT][NEUTRAL] I can check and see what's listed under that wellness benefit. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, first name [PII], last name [PII], [PII]
[CUSTOMER][NEUTRAL] Phone number is area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And may I have the policy number?
[CUSTOMER][NEUTRAL] Yeah it is.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] I don't have well.
[CUSTOMER][NEUTRAL] Let me
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] You need me to do a name search?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, sure. Uh the last name is gonna be [PII]
[AGENT][NEUTRAL] OK, so the last name is [PII]?
[CUSTOMER][NEUTRAL] Correct, yeah, first name is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, do you have a group number?
[AGENT][NEUTRAL] Let's just a look.
[CUSTOMER][NEUTRAL] Yep, group number is 23617.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me, let me pull the documents on this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so yeah, sorry, she doesn't have accident insurance, but she does have.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] The critical illness, which also has the wellness.
[CUSTOMER][NEUTRAL] Um, like writer to it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That I assume.
[CUSTOMER][NEUTRAL] may be the same situation.
[AGENT][NEUTRAL] Let me check on that. Let me pull that. OK. And um Mr. [PII], let me go ahead and get some information from you to verify. Um, may I have the name of the group and the mailing address of the group?
[CUSTOMER][NEUTRAL] Uh yeah, name is [PII].
[CUSTOMER][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me make sure I'm looking at the right policy.
[AGENT][NEUTRAL] That one, let me put
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm waiting on the system for the.
[AGENT][NEUTRAL] Policy certificate to pull up.
[AGENT][NEUTRAL] OK, and we're looking for wellness.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, it's on health screening.
[AGENT][NEUTRAL] OK, so this health screening test, um, we can have any of this. So it's gonna be.
[AGENT][NEUTRAL] Uh, OK, there's a lot of them. OK, so we have an EKG.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And an electrocardiogram.
[AGENT][NEUTRAL] Um, bone marrow test, biopsy for skin cancer, um, mammography, Pap smear.
[AGENT][NEUTRAL] Thermography.
[AGENT][NEUTRAL] Virtual colonoscopy, regular colonoscopy.
[AGENT][NEUTRAL] Colon cancer blood test, breast cancer blood test, chest X-ray, breast ultrasound.
[AGENT][NEUTRAL] Mm, ovarian cancer blood test.
[AGENT][NEUTRAL] OK, wait for that one.
[AGENT][NEUTRAL] A CAT scan.
[AGENT][NEUTRAL] An MRI?
[AGENT][NEUTRAL] A prostate cancer blood test.
[AGENT][NEUTRAL] A PET scan.
[AGENT][NEUTRAL] All those are under the benefit of health screening tests under this policy.
[AGENT][NEUTRAL] Critical illness.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][POSITIVE] Perfect, I appreciate it thanks so much.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Mr?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good afternoon. Happy weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK