AccountId: 011433970860
ContactId: 064fdd7a-363c-4907-9e00-aa0fa78224dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318260 ms
Total Talk Time (AGENT): 138076 ms
Total Talk Time (CUSTOMER): 106073 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/064fdd7a-363c-4907-9e00-aa0fa78224dc_20250602T15:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII], and a couple months ago I felt I filed a wellness claim and I got a a email that says that they needed more information but I don't know what they needed. I, I didn't save the papers that I sent in a copy of them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I can take a look at that for you.
[CUSTOMER][NEUTRAL] So I want
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] Could I get your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], I'm sorry, [PII], you did give me that already, and [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your policy number with us?
[CUSTOMER][NEUTRAL] Yeah. Where's that thing? Oh, C as in Charles, 442.
[CUSTOMER][NEUTRAL] Uh, parentheses 4/95T.
[AGENT][NEUTRAL] OK, that would not be one of our policy numbers.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] It's, here's another one. A 0094248.
[AGENT][NEUTRAL] OK, that isn't either. Would you mind, uh, are you OK with pulling by your social?
[CUSTOMER][NEUTRAL] Alright, yeah, that's fine. It's [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Are you the policyholder or someone?
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, must be under [PII], my husband.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] His name again? [PII].
[CUSTOMER][NEUTRAL] [PII], my husband.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm not pulling.
[AGENT][NEUTRAL] The social.
[AGENT][NEUTRAL] Let's see, yeah, I'm not.
[CUSTOMER][NEUTRAL] Do you wanna pull it under here?
[AGENT][NEUTRAL] Yes, let me try his social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so you filed a claim. OK, let me get, let me verify the policy. If I could get your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much and you said that uh you filed a claim for.
[CUSTOMER][POSITIVE] Uh, the wellness benefits.
[AGENT][NEUTRAL] Wellness, OK. And, um, additional information was requested.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me see if I can see what.
[AGENT][NEUTRAL] Uh, now, was this for dates of service, [PII]?
[AGENT][NEUTRAL] Do you remember the date that you received, the date that you're requesting?
[AGENT][NEUTRAL] Reimbursement.
[CUSTOMER][NEUTRAL] OK. It was, it was back.
[CUSTOMER][NEUTRAL] Yeah, we didn't realize when that we could get the stuff and they said that they can go back and I've had a mammogram every every year since.
[CUSTOMER][NEUTRAL] [PII] some.
[AGENT][NEUTRAL] OK, I just wanted to make sure I'm looking at the right uh claim so was it, it was, was it for um.
[CUSTOMER][NEUTRAL] But I started
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see, I do show a mammogram here for [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Is that the correct claim?
[CUSTOMER][NEUTRAL] Probably on my birthday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that would be the one.
[AGENT][NEUTRAL] OK, let me see what was requested.
[AGENT][NEUTRAL] OK, so it looks like what was requested was for a completed claim form. It says, uh, the claim form was not completed in its entirety.
[CUSTOMER][NEUTRAL] So I thought I had.
[AGENT][NEUTRAL] So it says here, please complete the statement of insured section.
[AGENT][NEGATIVE] So it looks like sections A through F were not completed.
[CUSTOMER][NEUTRAL] Is it possible you can send it back and I can fill in those or?
[AGENT][NEUTRAL] Um, send you, uh, another claim form.
[CUSTOMER][NEUTRAL] Yeah, I would need a claim form and just just fill in the uh, from 8 sections 8 on.
[AGENT][NEUTRAL] Yeah, well, yes, it, it says here, uh, sections A through F were not completed. So, uh, I will put in a request to have you a claim form mailed, um, and they'll get that to you, um, and then you can complete those sections.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. A as in apple through F as in Frank.
[AGENT][NEUTRAL] Frank, yes.
[CUSTOMER][NEUTRAL] OK, I will do that then.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, not at this time.
[AGENT][POSITIVE] OK, you have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Bye bye.