AccountId: 011433970860
ContactId: 34d83846-bfdf-4a89-9ecd-d42101296c5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 556090 ms
Total Talk Time (AGENT): 183324 ms
Total Talk Time (CUSTOMER): 261779 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/34d83846-bfdf-4a89-9ecd-d42101296c5c_20250304T16:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII], and I had a question. I was going to send in some wellness claims, and it's really about 5 years' worth that I was sending in. So my question was this Can I fill out the part that shows the data service and what was done?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Staple all of them together and just put that page 3 and 41 time, or do I have to put all 4 pages for each year?
[CUSTOMER][NEUTRAL] Am I making any sense?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Did I lose you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, Ms. [PII], are you there?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] Hi, Ms. [PII], I'm sorry there was a, yes, I can hear you.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] OK. Uh, did you understand the question I was asking or?
[AGENT][NEUTRAL] No, ma'am. I only heard parts of it can.
[CUSTOMER][NEGATIVE] It seemed like we kind of lost connection.
[AGENT][POSITIVE] We did, we did, and I wanted you.
[CUSTOMER][NEUTRAL] OK, what I was trying to find out.
[CUSTOMER][NEGATIVE] Uh, I'm going to be sending in 5 years of wellness claims, and my question was, can I put, you know, each year with what was done and the date and so forth, uh, that first and 2nd page, and then just put the 3rd and 4th page one time instead of making copies of all of all 4 pages for 5 years.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, you can do that. Um, can I get your policy number please, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, no, I'm sorry, what?
[AGENT][NEUTRAL] May I have your policy number?
[CUSTOMER][NEUTRAL] Oh, OK. Let me go get that. Uh, and I had one other question, uh.
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] My other question is this, uh, I've just gone through surgery, uh, well, back in September. And I noticed one of the things that y'all were talking about, uh, wanting copies of hormone therapy prescription. Now, y'all are not gonna pay anything on the hormone therapy, are you? I mean, this is a pill I'm taking, I guess, for the rest of my life.
[CUSTOMER][NEUTRAL] Is that what you're needing a prescript a copy of? I'm turning in all the radiation and the surgery and all of that, but do you need a copy?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm sorry. You do need the hormone therapy?
[AGENT][NEUTRAL] Um, first I'll need to get your policy number so I can pull it up to see what, what your policy covers to to know for sure and if you've filed previous claims, it'll have remarks on there for me to read to see exactly what they need from you, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, hold on just one second. I've got that policy right here.
[CUSTOMER][NEUTRAL] OK, it's 01636875.
[AGENT][NEUTRAL] OK, let me pull that up real quick, Miss [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 1636875, 1683675.
[CUSTOMER][NEUTRAL] Uh, one other time when I called, I think the 01 y'all weren't using 636-875, does that pop up?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Mhm
[AGENT][NEUTRAL] Yes ma'am, that would be your policy number, the 636-875 Miss [PII].
[AGENT][NEUTRAL] OK, and then just for security reasons I'm gonna need for you to verify the policy. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] OK, I don't
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also can I have your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Phone number should be [PII].
[CUSTOMER][NEUTRAL] And the email.
[CUSTOMER][NEUTRAL] Which I hope y'all don't use because I don't ever look at it is [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's what I have. And the phone number that you just verified for me, is that a good call back number for you if we do get disconnected?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][POSITIVE] OK, thank you, Ms. [PII], I appreciate you giving me that information.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] I'm looking and all all of these claims are for yourself, is that correct?
[CUSTOMER][NEUTRAL] No, no, the wellness ones will be for others, but, but yes, this, uh, this current one I'm talking about with the hormone therapy is for myself.
[AGENT][NEUTRAL] OK, do you happen to have the claim number?
[CUSTOMER][NEUTRAL] No, because I haven't filed anything on it yet.
[AGENT][NEUTRAL] Oh, you haven't filed on it yet, OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Come
[CUSTOMER][NEUTRAL] The surgery was back in September and y'all want copies of EOBs from Medicare and all that kind of stuff. And I was trying to wait to get all that gathered up. It takes a while for them to go through all of that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, it does, it does. Yes, ma'am. I would go ahead and send it in, um,
[AGENT][NEUTRAL] To make sure because we sure don't want you not to send it in and then later on them hold the claim and request it later so to be.
[AGENT][POSITIVE] Then sorry I would go ahead and send in any information that you have that you feel like will help your claim.
[CUSTOMER][NEUTRAL] OK, um, I've actually been through this before. I'm sure you're looking at that in your reports, uh.
[CUSTOMER][NEUTRAL] Uh, it was back during COVID in [PII]. Uh, I was going through radiation treatments after having the surgery then. And I was taking a hormone pill after that. I never turned it in and never need to turn it in. So, uh, it'll be interesting if y'all pay this time. Maybe I can back up and catch that other.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right, right. If, if it's, if the covered cost for sure, I would definitely do that, um, but anything, anything that you have that you feel like will help your claim that you've been through, the examiners go through it, um.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With a fine tooth comb, so it'll anything that you feel will help your claim any charges and if it's not something that's covered, they'll let you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, I certainly do thank you. And that's a big help not to have to copy all those pages on the wellness. I'm sending in my daughter and my husband. That's a lot of pages to copy and mail. All right. Well, I certainly do thank you and you have a good day.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Right. Right. Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, yes, ma'am, that is.
[AGENT][POSITIVE] You're very welcome. You have a blessed one, Miss [PII]. We certainly appreciate you calling APL.
[CUSTOMER][POSITIVE] Alright well thank you bye bye.
[AGENT][POSITIVE] Um, you, you take care. Bye now.