AccountId: 011433970860
ContactId: f7fbf3ab-8cad-4fbc-bd89-ef0b9e880340
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452309 ms
Total Talk Time (AGENT): 95884 ms
Total Talk Time (CUSTOMER): 72324 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/f7fbf3ab-8cad-4fbc-bd89-ef0b9e880340_20250423T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I have a cancer policy for myself and my husband.
[CUSTOMER][NEUTRAL] And I need to find out what y'all accept for a wellness claim because of his age, they no longer will do a PSA test on him and a colonoscopy.
[AGENT][NEUTRAL] OK, your PSA. OK.
[AGENT][NEUTRAL] OK, I can check into your benefits today for you. Do you have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh-huh, it is 00711487.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. And then what is your date of birth?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] OK, perfect. And then the mailing address we have on file and email?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the email is [PII].
[AGENT][NEUTRAL] OK, and what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] OK, just a moment. I'm gonna pull up your benefits really quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. So you're saying that a colonoscopy and a PSA is not covered?
[CUSTOMER][NEUTRAL] Oh, right. The doctor, um, said they no longer do them at his age.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh, I see. OK.
[AGENT][NEUTRAL] And you're wanting to see if a wellness visit is covered?
[CUSTOMER][NEUTRAL] Right, uh huh, is there anything else we can use besides those two tests for a wellness claim?
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] OK, I'm trying to find wellness.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Sorry for this, um.
[AGENT][NEGATIVE] Policy certificate, I have to like scroll through each thing. It doesn't let me like.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] Search and find.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I am not seeing anything.
[AGENT][NEUTRAL] About wellness. I'm sure it's on here though. Um.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, do you mind if, um, I take about 10 minutes and read over this to find that wellness?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, and can I give you a call back?
[CUSTOMER][NEUTRAL] Sure, that'll be fine.
[AGENT][NEGATIVE] OK, OK, I'd hate to just like keep you on the phone.
[AGENT][NEUTRAL] For this long. OK. Um, and then,
[CUSTOMER][NEUTRAL] That's OK, that's OK, yeah, you can, you can just give me a call at that number I gave you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, sounds good. OK, thank you and I will call you right back, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. OK, bye.
[CUSTOMER][NEUTRAL] OK, thanks, [PII] mhm bye bye.