AccountId: 011433970860
ContactId: 366e6c90-83b4-4079-9221-1271792291fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264869 ms
Total Talk Time (AGENT): 108191 ms
Total Talk Time (CUSTOMER): 91161 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/366e6c90-83b4-4079-9221-1271792291fe_20250523T21:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[AGENT][NEUTRAL] I'm fine. Ready for this day to be over. What's up?
[CUSTOMER][NEUTRAL] I've got an insured on the phone and she's got a critical illness policy which is canceled, but she's wanting to check to see if it has the wellness benefit on there.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 239-0249.
[CUSTOMER][NEUTRAL] On a Terry Sparks.
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][NEUTRAL] And she wants to know if there's a wellness benefit on the plan or was a wellness benefit?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh she want her now policy last at 25. Uh, sure, you can send it to me. I'll verify it with her.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Here she is.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I am trying to find out if you all are the department that I would mail um a wellness.
[CUSTOMER][NEUTRAL] Check a claim form in too.
[AGENT][NEUTRAL] Uh, yes, ma'am. Uh, do you show that you have a wellness benefit for health screening or a mammogram, that you can fill out that claim form and submit it to our office for review.
[CUSTOMER][NEUTRAL] OK, is it through Aflac?
[AGENT][NEUTRAL] No, ma'am. APL.
[CUSTOMER][NEUTRAL] APL is it online?
[AGENT][NEUTRAL] Uh, the claim form, uh, yes, ma'am. If you go to our website at [PII].
[CUSTOMER][POSITIVE] I can complete it online as well or just print it off.
[AGENT][NEUTRAL] Uh, you'll have to print off and send it to us since your policy has term.
[CUSTOMER][NEUTRAL] Uh, a term, OK.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] And it does, uh, [PII] of this year.
[CUSTOMER][NEUTRAL] What day did it turn?
[CUSTOMER][NEUTRAL] OK, so I can mail this in for [PII].
[AGENT][NEUTRAL] Yes, ma'am. And also, um, on the claim form, it should have our mailing address as well as the um fax number to where you can submit claim as well.
[CUSTOMER][NEUTRAL] OK, and what is the um.
[CUSTOMER][NEUTRAL] Policy, what was the policy number for that so I can put it on the form.
[AGENT][NEUTRAL] Uh, policy number 239-024-9.
[CUSTOMER][NEUTRAL] OK, 239-024-9.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I will get this in.
[AGENT][NEUTRAL] Alright, well, is there anything else I can assist you with? Oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] And it it it's it.
[CUSTOMER][NEUTRAL] This is just one screening per year or do I have to fill it out for each one that I've done?
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Or does it pay for
[AGENT][NEUTRAL] Is one per year.
[CUSTOMER][NEUTRAL] OK, so if I've had a mammogram.
[CUSTOMER][NEUTRAL] And blood work and just pay for one or the other. Which one they they pay the same thing?
[AGENT][NEUTRAL] Well, the benefit is one for a health screening.
[AGENT][NEUTRAL] Well, yeah, it's just one, so either a mammogram or a health screen if it's done in the same year, you can send me either one of those.
[CUSTOMER][NEUTRAL] OK, never mind, because the, the blood test work was done this year, so it's after [PII]. OK, I'll send in my mammogram.
[AGENT][NEUTRAL] Alright, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's it. How much does it pay? Is it 150?
[AGENT][NEUTRAL] Um, no, ma'am. Um, not a guarantee of payment, just verification coverage. The max payable is $50.
[CUSTOMER][POSITIVE] Oh, OK. OK, thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.