AccountId: 011433970860
ContactId: 30286eb2-5e49-46a8-9df9-76069b02fb3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 568450 ms
Total Talk Time (AGENT): 218470 ms
Total Talk Time (CUSTOMER): 313931 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/30286eb2-5e49-46a8-9df9-76069b02fb3c_20250605T20:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I have a cancer policy and part of that policy pays me $75 a year as a wellness benefit.
[CUSTOMER][NEUTRAL] And I can give you the policy number. Would that help?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's 593-394.
[CUSTOMER][NEUTRAL] The thing about it, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My, when I took out the policy, which was many, many years ago.
[CUSTOMER][NEUTRAL] My name was [PII] and now I'm trying to access my account online. I legally changed it to [PII] sending all the necessary documents. This was in 5 years ago I guess.
[CUSTOMER][NEGATIVE] And I just can't access my account online. It says nobody that I haven't, I don't exist. What it's telling me what I'm trying to do, the reason I'm trying to contact you is what I want to do is file that wellness benefit, which I've not done for the last 4 years, but I've had a mammogram all of those years and that's usually what I file.
[AGENT][NEUTRAL] OK. Uh,
[CUSTOMER][NEGATIVE] And I just, I tried to go online your form is very very different from what I've used in the past and I'm just sort of at a loss. I don't know exactly how to file those claims.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], verify your date of birth, mail, mailing address and email address, please.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII]. Mailing address is [PII]. Email address, which you may not have this one on file. I'm not sure [PII].
[AGENT][NEUTRAL] No, ma'am, we have one that's showing [PII], but I'm assuming it's an older email.
[CUSTOMER][NEUTRAL] And you've got [PII], don't you?
[AGENT][NEUTRAL] Yes ma'am, and what's your um email address again?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I mean, that could be the problem too if you try to use that um this email address and we don't have it in the system, not gonna recognize you.
[CUSTOMER][NEUTRAL] The other the other account it's.
[CUSTOMER][NEUTRAL] Use that email. That's true. That's true. Um.
[CUSTOMER][NEUTRAL] Now in the past, I have always done this like attached from my doctor's office, the proof that I had a mammogram and what it cost in the date which I have all of that information um for each year attached a copy of the claimant statement form which I had gotten offline but like I say what I pulled up now is just very, very different.
[CUSTOMER][NEUTRAL] And I've done this through the mail. I assume there is actually a way to file it online.
[AGENT][NEUTRAL] Yes ma'am. Once you set up an online service in your account, we do have it to where you can file a claim and as far as filing on wellness claims, uh, we don't require any information from the provider as far as results or billing um they do have it to where you can file online um.
[AGENT][NEUTRAL] So once you set up on the online service center they do have it to either file a regular claim or file for wellness and the wellness it's pretty much gonna ask to date a service, the type of wellness you had and the provider and you can submit a claim that way.
[CUSTOMER][NEUTRAL] Oh, I don't have to provide the actual documents from my doctor?
[AGENT][NEUTRAL] No, ma'am, we don't require that any longer. So you can either just fill out a wellness claim form or on the online service center it has its own separate way of just filing for wellness to where you don't um have to submit documents for it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, I did not know that, so I assume I do that for each of the 4 last 4 years.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, now I don't mean to.
[CUSTOMER][NEUTRAL] be asking you a whole lot of questions. I'm old and not tech savvy, so let's look at it that way.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] I don't know how to get to my account online to correct things like my email address or password or anything else I guess, will it let me change it online if I use the CA cloud?
[CUSTOMER][NEUTRAL] Or can I just reset up a new account? I mean, it is.
[AGENT][NEUTRAL] You have to set up a new account. Our, uh, online service center recently was updated, so you have to set up a new account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and let me update that.
[CUSTOMER][NEUTRAL] So just that like I'm a new person.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And Ms. [PII], do you have a callback number in case our call drops?
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] Yes, that number is [PII].
[AGENT][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] Uh, but yes, you would just, um, set up just like you're doing a brand new account.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, so what I do is go to what is it? [PII]?
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] Dot AM Public.
[CUSTOMER][NEUTRAL] Dot com.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am and.
[CUSTOMER][NEUTRAL] Set up a new account like I'm a new person, but yet I have that little account number or will I get totally reassigned a new number?
[AGENT][NEUTRAL] No, cause it's not gonna ask for your policy number, it's gonna ask for your social.
[AGENT][NEUTRAL] So once you get on select create new OSC account and select insured.
[CUSTOMER][NEUTRAL] OK, and that will.
[AGENT][NEUTRAL] And it's gonna ask for your last name, social, uh, zip code, email, and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you have to use your social and member ID is for something different, but uh you have to use your social, which is not your policy number and then once you've done that, it would say something as far as the completed and then it will give you a verification code that's gonna be emailed uh once you put in that verification code, verify, hit the button to verify the code you can set up your password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Got it. And then I can do everything online, uh, for each of the 4 years, and I will just say wellness benefit and just give the date and the procedure and who the provider was.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I do believe. I'm not sure if they changed that portion. I think it's all supposed to be the same, but I do believe they asked for the date, the uh type of wellness, like if you had a mammogram or a Pap smear, and the um name of the provider's office, their information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, I can do that and that way I don't have to send anything from my doctor.
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][POSITIVE] Yeah, they wanted uh to make it easier. Yes, ma'am.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Well, that does make it tremendously easier, uh, and then they will just send me a check after it's taken care of.
[AGENT][NEUTRAL] Especially for wellness.
[AGENT][NEUTRAL] Uh yes, ma'am. And um they do have, once you set up, uh, if you go and look in your profile, you can enter like direct deposit information like your checking account and routing number, and instead of receiving a check, you can have a direct deposit sent to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I have to think if I want that done or not.
[AGENT][NEUTRAL] Yeah, and we have a lot of people that wanna use the direct deposit instead of getting a physical check, but, you know, to each his own.
[CUSTOMER][NEUTRAL] OK, but I must.
[CUSTOMER][NEUTRAL] Well, I, I just.
[CUSTOMER][POSITIVE] I'm just real I'm, I'm old school. I'm real funny about giving my checking account information.
[AGENT][NEUTRAL] No, no, no, I understand that completely. Yes, ma'am.
[CUSTOMER][NEUTRAL] But yet, you know,
[CUSTOMER][NEUTRAL] Of course, Social Security and my retirement and everybody else does it online because some people only want to do it on, you know, by direct deposit.
[CUSTOMER][POSITIVE] Um, OK, you have been very, very helpful. I will go to [PII] and set up a new account and go from there.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, I.
[AGENT][POSITIVE] Yes ma'am, and if you do have any issues with setting up or anything, just give us a call back and we'll try to help you as much as we can, OK?
[CUSTOMER][POSITIVE] That's great.
[CUSTOMER][POSITIVE] OK, thank you so much I do appreciate it.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye.