AccountId: 011433970860
ContactId: c3bfd4bd-91d5-47d3-a243-32bc8f546f30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239580 ms
Total Talk Time (AGENT): 87659 ms
Total Talk Time (CUSTOMER): 68628 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/c3bfd4bd-91d5-47d3-a243-32bc8f546f30_20250429T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Yes, my name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was, I was calling to see like I was an inpatient I had colonoscopy done. Would I be paid for that?
[AGENT][NEUTRAL] Um, do you have your certificate?
[CUSTOMER][NEUTRAL] Am I able to
[AGENT][NEUTRAL] You have your certificate number?
[CUSTOMER][NEUTRAL] May
[CUSTOMER][NEUTRAL] Uh, yes ma'am, hold on just a minute.
[CUSTOMER][NEUTRAL] Uh yes ma'am, 01239275.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. I just need to verify a few pieces of information. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly, do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK. And then you're, you said you had a colonoscopy, wanting to see if that could be submitted for reimbursement?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, let me see here
[AGENT][NEUTRAL] Let me pull up your policy. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, anything I quote it's not a guarantee of payment. It's a basic outline of your policy. I'm pulling that up. Let's see what we have here. Was that like a routine colonoscopy or was it a diagnostic?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was a diagnostic.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had a I had a uh scope and I had a uh.
[CUSTOMER][NEUTRAL] colonoscopy done.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, so yes, it looks like under this policy, there is a $250 benefit that will pay out to you for a colonoscopy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you just need to submit like, it, it'll need to have like the claim that shows you had a colonoscopy, what was the diagnosis, how much did they charge, and then where where was it rendered at, so like what hospital?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me ask one more question. How many more doctor visits do I have?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] I don't show you've used any this year, so you've got 5 visits per year and that pays $50 per visit.
[CUSTOMER][NEUTRAL] OK, that would include the American public, I mean with the with the colonoscopy and uh I have 5 doctor visits after that.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will. Can I ask you a question?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Can you ask uh uh email me a paper a form so I can uh have uh printed out so I can file for it?
[AGENT][POSITIVE] Yeah, absolutely. Yes, I'll get that emailed over. Just give me about 5 minutes and then you should receive it and you can, uh, yeah, I'll get that sent over to you.
[CUSTOMER][NEUTRAL] Oh, that's fine.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK. Anything else I can help with, Miss [PII]?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK. All right. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.