AccountId: 011433970860
ContactId: 17aa6aca-2492-4a18-bbc7-526ae1953459
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170759 ms
Total Talk Time (AGENT): 57556 ms
Total Talk Time (CUSTOMER): 94049 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/17aa6aca-2492-4a18-bbc7-526ae1953459_20250528T16:14_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how can I help you?
[CUSTOMER][NEUTRAL] Yes, Ms. [PII], my name is [PII], and I'm filing a wellness claim form, and I wanted to know since I have because I went back some years and pull my uh wellness uh uh.
[CUSTOMER][NEUTRAL] Papers and I wanted to know, do I have to fill out a wellness claim for each individual claim or could I send it in, fill out a uh one wellness form and attach all the claims to it.
[AGENT][NEUTRAL] You'll need to fill one out for each claim.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Is there, is there something in particular you'd like my help with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, that's what I would needing your help with and know if I needed to do a one wellness claim for each form since they both they different years, but it's the same like I did my eye wellness, and I have it for about 3 or 4 years. Would I need to have to fill out a claim or could I fill out one and attach all of those uh showing proof that I did have that wellness exam or did I need to uh do a.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah it'll be a a form for each one because they'll they will each be a separate claim because they were on different years and different data services they'll each be their own claim.
[CUSTOMER][NEUTRAL] I did, I need to
[AGENT][NEUTRAL] So they will need their own paperwork filled out, yeah, yeah, because we don't file them as bulk like that so they'll each they'll each have their own claim number as well.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, but tell me this here. So I, I do not have enough claim forms for the fill out form because I haven't filled that in a while. So well, am I eligible to make, uh, allowed to make copies of these forms?
[AGENT][POSITIVE] Yes ma'am, and you should be able to get them on our website as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, if you need if you need more you can get them, yeah.
[CUSTOMER][NEUTRAL] OK, well I'm, I'm doing it manually.
[CUSTOMER][NEUTRAL] OK, but if I make a copy of it it's the same thing, right?
[AGENT][NEUTRAL] Right, but if you ever need any more after you sent all of those in, you can always download a copy off of our website and you can print them off.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't think they've changed, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you so kind.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][POSITIVE] Have a great
[CUSTOMER][POSITIVE] No, ma'am. Have a great day.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Right.