AccountId: 011433970860
ContactId: 0e088129-27f2-419d-85a4-88b3cf08b9fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 504720 ms
Total Talk Time (AGENT): 168479 ms
Total Talk Time (CUSTOMER): 178115 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/0e088129-27f2-419d-85a4-88b3cf08b9fb_20250210T18:03_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] Well, I
[CUSTOMER][NEUTRAL] Uh, this is [PII] and I've had this insurance a long time since I was in the school system, and I, I was calling to see how to
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, file a claim, uh, uh, a wellness claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can assist you with that, Ms. [PII]. Um, may I have a callback number just in case we get disconnected and the policy number if you have it?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] A number is uh.
[CUSTOMER][NEUTRAL] Let me see, I'll give them both cause I gotta go to the dentist here at [PII] it's not.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] If you have to call back [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEGATIVE] That's for cancer.
[CUSTOMER][NEUTRAL] Uh, it's, uh,
[CUSTOMER][NEUTRAL] 433.
[CUSTOMER][NEUTRAL] 527.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] All right. And for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my, you said my home address.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so you need instructions on how to submit a claim?
[AGENT][NEUTRAL] For your wellness, correct.
[CUSTOMER][NEUTRAL] Yeah, I usually, uh, send in my wellness or.
[CUSTOMER][NEUTRAL] And I think I forgot last year too because it's almost [PII] and forgive her, so.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] I need, yeah, how to send in a wellness claim.
[AGENT][NEUTRAL] OK, well, you just need to fill out the claim form and send it back to us. Um, do you need me to send the claim form by uh fax, email, or you need to send it by mail? Go to send by mail.
[CUSTOMER][NEUTRAL] You don't have to send it by mail. I don't do any of that. I don't have that.
[AGENT][NEUTRAL] Male, male, ma'am.
[AGENT][NEUTRAL] OK, sure. No problem. I can go ahead and request that for you. Um, do you mind hold mhm.
[CUSTOMER][NEUTRAL] I have an old phone.
[CUSTOMER][NEUTRAL] Oh, I found old phone, but I didn't know if y'all did like colonial, you know, just give him a date on the phone and all that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they, you know, send it to you, but.
[CUSTOMER][NEUTRAL] Send you um
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Money just do, but I got an old old claim. I didn't know if you still use that.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Probably not. What is the address on that form?
[CUSTOMER][NEUTRAL] The address
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On the phone? Oh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's, it's uh.
[CUSTOMER][NEUTRAL] What is that?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's a [PII].
[AGENT][NEUTRAL] Yeah, that's old. Yeah, that's an old form. Um, we're not using that form any longer. So let me go ahead and just send you the new one, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So, do you mind holding for me? I'm gonna go ahead and and send a request for that form to be sent out to you, OK?
[CUSTOMER][NEUTRAL] OK, and it's just.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And on that form that you're gonna send out, I just, uh, they used to have you put weldingness up there and you just fill out a certain part of it.
[AGENT][NEUTRAL] Mhm. Correct, yes. It's gonna be, um, it's gonna be a little bit more detail, but all you need to have is the date of service and the information of the doctor. That's all you need in the form and then you need to sign it and send it back to us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And look, what, um, in your computer, can you tell if I filed it last year?
[AGENT][NEUTRAL] Uh mhm.
[AGENT][NEUTRAL] Yes, I can check for you. Let me check the history. One moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I can't remember.
[AGENT][NEUTRAL] OK, fine. I can check on it.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, you have not. It doesn't look like you have send in a claim one more time, OK.
[AGENT][NEGATIVE] No, you did not send the one for [PII]. The last one we received was [PII].
[CUSTOMER][NEUTRAL] OK, so I did file on it in [PII].
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] But I didn't last year. OK, now it only pays for just a mammogram. It doesn't pay for a diagnostic mammogram.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Um, it will pay for a, um, yearly checkup like a mammogram, Pap smear, um, anything that is to detect cancer, but it's just one payment per year of $75.
[CUSTOMER][NEUTRAL] Oh right.
[AGENT][NEUTRAL] It's just one test that we covered.
[CUSTOMER][NEUTRAL] 01 test OK no uh now, OK, OK.
[AGENT][NEUTRAL] Yeah, one only.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today, Miss?
[CUSTOMER][NEUTRAL] No, I just expect it in the mail and you'll tell me what part to fill out, OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Correct, yes. Um, and it should be there within 5 to 7 business days. It is going regular mail, OK?
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] OK.