AccountId: 011433970860
ContactId: e190f22c-3904-47ce-819c-2c12d465e453
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 601700 ms
Total Talk Time (AGENT): 402196 ms
Total Talk Time (CUSTOMER): 191958 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/e190f22c-3904-47ce-819c-2c12d465e453_20250117T21:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APA. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEGATIVE] I, uh, filed and I mailed to you 4 tests that I had that are considered preventative test and they used to send me $100 like for a colonoscopy and all 4 of them together it's only $60. I sent you the bills.
[AGENT][NEUTRAL] OK, let me see, can I help you with that? Can you give me your, first give me your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, can you give me your phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] All right, thanks for the information. What's your policy number?
[CUSTOMER][NEUTRAL] OK, policy number is 00767236.
[AGENT][NEUTRAL] All right. Thank you for the information. Verify your date of birth for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. [PII]. And your email address on file?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] You don't have one, but you, you don't have one on here. Would you like to have one?
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] Uh, no, I don't read my email.
[AGENT][NEUTRAL] OK, that's fine. All right, what about your mailing address?
[CUSTOMER][NEUTRAL] Oh, my mailing address? OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you for that information. Now, I do see we processed a claim on [PII] and we sent you a benefit of $60 cause that's what it pays for a mammogram. It's one wellness per calendar year and the last time we paid you a wellness was back in [PII], and that benefit also was $60. So your benefit for a wellness is $60.
[CUSTOMER][NEUTRAL] Well, I thought I got 100.
[AGENT][POSITIVE] Well, uh, you got a $60 back in [PII]. I can give you the check number that was on the check, and this was a, a benefit.
[CUSTOMER][NEUTRAL] Well, uh,
[CUSTOMER][NEUTRAL] Well, I, I'm sure now I put 4 preventative, so you only give it for one of them?
[AGENT][NEUTRAL] One per year, one wellness per year on your policy. That's what's payable, one wellness per year.
[CUSTOMER][NEUTRAL] Well, I remember one time I got $100 years ago.
[AGENT][NEUTRAL] Well, on this policy here and the last time we paid a wellness [PII] we paid $60. Now I can go and pull up your policy and tell you what your wellness benefit is, it's in the policy, so I can go and tell you that.
[CUSTOMER][NEUTRAL] Well, uh, is, is that the policy that was written when I first signed up?
[AGENT][NEUTRAL] I don't know. This policy this policy affected date was [PII].
[CUSTOMER][NEUTRAL] Or has it changed?
[AGENT][NEUTRAL] That's your active policy number.
[CUSTOMER][NEUTRAL] Well, I've had that insurance with them long before that.
[AGENT][NEUTRAL] OK, well, that probably might not be active anymore. I can pull up your social by your social and tell you what other policy that you might have had with us that's no longer active.
[CUSTOMER][NEUTRAL] OK, so do that. OK, uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 04. OK. Let's see. uh I see you had uh a cancel policy with us back right then. It was, I know that, that one wasn't about $75. So let me see what that one is, 87274. So you had that one. And let me see what else you got.
[AGENT][NEUTRAL] OK, you got the new one. So you didn't have nothing but an old one with us. Let me pull that one up and I can tell you. 12387274 number one. And this was the policy you had back in [PII] and the effective date was [PII] and the pay, uh pay to date was [PII] when you switched over to your new policy and on this one, you never, we never paid you anything on this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] You never seen any awareness on this one.
[CUSTOMER][NEUTRAL] I never knew I switched over to a new policy.
[AGENT][NEUTRAL] Well, yes, ma'am. That's, that policy is your policy that back in [PII], you should have got something in the mail to uh letting you know about the new policy, you know, showing you what you got, but that is the policy and your benefit is $60 and you had that policy ever since [PII].
[CUSTOMER][NEUTRAL] What is the new policy for?
[AGENT][NEUTRAL] I just know it's changed over to a seat.
[CUSTOMER][NEUTRAL] Do, do, do, do I still have cancer insurance?
[AGENT][NEUTRAL] Go ahead. This, that is a cancer, this is a cancer policy with a wellness benefit on it that pays the benefit of $60 per calendar year. This is a cancer policy only. It only gonna pay medical expense related to cancer if you ever get diagnosed with cancer.
[CUSTOMER][NEUTRAL] OK, well, um, has it changed any? the policy?
[AGENT][POSITIVE] Oh, I can, I can go with the benefits which should tell you what your benefits are, yes, ma'am. If you wanna know what your benefits are.
[CUSTOMER][NEUTRAL] Now, now, now my husband, uh, you know, he was, uh, had cancer and they paid us a check, not cancer, that was hard. That, oh, OK. No, no, no, no. He had a heart surgery, and y'all don't do that, do you?
[AGENT][NEGATIVE] They're missing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we
[AGENT][POSITIVE] Now he was in intensive care and you got an intensive care rider on here and we paid the intensive care benefit of $9000 back in [PII] so that's, that's a, that's a rider. That means if you're in intensive care, you can send in a claim for intensive care. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Yes, yes, uh.
[CUSTOMER][POSITIVE] Yeah, yeah, that's right.
[CUSTOMER][POSITIVE] So that's still good and my cancer policy is still good too.
[AGENT][POSITIVE] All of this is canceled with an intensive care rider. Yes, ma'am. It's covered you and your husband. Yes, ma'am.
[CUSTOMER][NEGATIVE] Well, I sure thought it was $100 and I thought I got a $100 check one time. That's really strange.
[AGENT][NEGATIVE] No, ma'am, not from us. Now you haven't got a $100 check from us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Even his even his preventative test that we paid back in [PII] was $60.
[CUSTOMER][NEUTRAL] OK, OK. Well.
[CUSTOMER][NEUTRAL] OK. All right. OK, well, thank you, OK?
[AGENT][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] All right. You're welcome. Anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's all uh uh that's all, but.
[AGENT][NEUTRAL] Now we do have a web, we have, do have a website now that you can go on your website. You can view your policy, uh check claim status. Would you like that website?
[CUSTOMER][NEUTRAL] Uh, yes, I would. Mhm.
[AGENT][NEUTRAL] OK, that website is secured SEC.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, is that little letters?
[AGENT][POSITIVE] Alright, give me smile that secured. Am.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and you're gonna need your policy number which is 00767236.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And uh I don't know, do you have to have an email address on file or not, but I know everything got a match, so I can put an email address in here for you so you can make.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, go, go, go ahead. Y'all won't be sending me emails for you?
[AGENT][NEUTRAL] OK, give it to me.
[AGENT][NEUTRAL] No, ma'am. We won't send you email. Uh uh.
[CUSTOMER][NEUTRAL] OK. OK. All right, um.
[CUSTOMER][NEUTRAL] Alright, it's [PII].
[AGENT][NEUTRAL] When
[AGENT][NEUTRAL] OK, spell it out for me.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me read it back to you. [PII]. Is that correct?
[CUSTOMER][POSITIVE] Right, uh-huh, that's correct. Uh-huh.
[AGENT][NEUTRAL] Alright, so just, you know, you go on the website, you have to get your username and a password and just follow the directions, OK?
[CUSTOMER][POSITIVE] OK. OK. All right. Well, thank you.
[AGENT][NEUTRAL] Uh, and we and we even have a wellness claim form that you can do on the site and all you have to do is, is real simple. You fill out your information with your name, you go down and choose the type of wellness that you had, the date you had it, sign and date it and put the doctor name or the facility name and phone number. That's all you have to do. So, since you haven't filed a wellness.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] In like the years before that, you can go back and file wellness, uh, like [PII], [PII], [PII], if you have a wellness during those years for both you and your husband and just make sure you have the information. Now, your wellness only going to pay for certain wellness and you can read your policy. It's like a colonoscopy, Pap smear, stool specimen, mammograms.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Chest X-ray, uh, ultrasound for like a mammogram, those, but it won't pay for like blood work. It won't pay for, uh, you getting uh checked for diabetes eye exam, general, it won't pay for all that. It only certain uh wellness on your policy that it will cover, but we do have a wellness claim form that you can fill out right there on the website.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, well, that's good to know. OK. Well, I'll tell my husband about it, OK?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it, OK.
[AGENT][POSITIVE] Thank you for calling American Public Life, and you have a great day, Ms. [PII]. All right, bye-bye.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. Uh-huh.
[CUSTOMER][NEUTRAL] But