AccountId: 011433970860
ContactId: 3d2ce157-14aa-4740-8853-2c7b298f3159
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 624750 ms
Total Talk Time (AGENT): 294490 ms
Total Talk Time (CUSTOMER): 211729 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/3d2ce157-14aa-4740-8853-2c7b298f3159_20250311T16:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, uh, I have insurance through you all, and, uh, a representative told.
[CUSTOMER][NEUTRAL] Uh, made that if we have a wellness claim form filled out.
[CUSTOMER][NEUTRAL] Uh, for yearly test done, uh, preventive test, then we can get some kind of credit.
[CUSTOMER][NEUTRAL] Uh, I've never done it before. I'm not sure how it, it works, but, um, anyways, he, he gave us a, it's a wellness claim form to have filled out by a doctor and uh for yearly preventive tests and we get some kind of, I think you said $50 credit or something.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I don't know if you know anything about it.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] I can check and see if uh you have that benefit through your policy. Do you have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, no.
[AGENT][NEUTRAL] OK. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, it's [PII], phone number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK one moment, let me see if I can find your policy.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And you said the last name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, uh [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Mailing address is [PII]. Email [PII].
[AGENT][NEUTRAL] We have your work email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We have your work email.
[CUSTOMER][NEUTRAL] You, you asked if I'm working now?
[AGENT][NEUTRAL] we have the work email. Can you verify that one?
[CUSTOMER][NEUTRAL] Oh, work email, work email. Uh, well, if you want the work email, actually it's changed, but the one you have probably on record is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Uh, if you want to update it, you can either do the personal or my, my work email has actually changed as well.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, do you want to change it to personal?
[CUSTOMER][NEUTRAL] So if you wanna do personal work it doesn't matter.
[CUSTOMER][NEUTRAL] Yeah, let's let's change it to the personal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Go ahead with the personal one more time so I can update it.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, yeah, OK, alright, personal is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, so that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, OK, I went ahead and update that information. Um, let me check something really quick.
[AGENT][NEUTRAL] No, so let me check the benefits, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I see you're already registered online. Um, you can uh do the wellness claim forms online. Um, let me just double check, make sure you have that benefits, OK, one moment.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] But if you want to uh go into your account while I do this and check on your benefits, you can and I can give you instructions to do it electronically if you don't want to send that form in.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yeah, that'd be good.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Diagnostic preventative, yes, you do have the diagnostic preventative benefit, um, and this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer on $90 per year per covered person.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, go for the baby.
[CUSTOMER][NEUTRAL] What? Let's go for.
[AGENT][NEUTRAL] OK, if you go.
[AGENT][NEUTRAL] If you go to the website, you should be able to see a, a link that says submit a claim, wellness claim.
[CUSTOMER][NEUTRAL] Alright, go ahead.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] All I have is a paper form. Uh, so what, so where do I go online to, to submit it?
[AGENT][NEUTRAL] OK, um, if you're gonna submit it to your account, you just go and log in, uh, you will you will go to [PII]. Once you're in [PII], you will click on sign in.
[AGENT][NEUTRAL] And it's gonna take you to the page where you put your username and password. If you don't remember that information, I can go ahead and provide you with the username, but you will have to reset the password.
[CUSTOMER][NEUTRAL] OK, yeah, I've never done that before, so [PII] and and then you click on what now?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sign in
[CUSTOMER][NEUTRAL] Sign in, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then, uh, so can you give me a, or, or can I create one myself?
[AGENT][NEUTRAL] Uh, you already have one created, so it's not gonna let you create another one. I can give you a username and you have to just um change the password. No, I'll have to let me change that email in the system before you do that. One moment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so your username is [PII]
[AGENT][NEUTRAL] The number [PII].
[AGENT][NEUTRAL] The D is caps, the rest is in lower cases, OK? And let me change this email before you.
[CUSTOMER][NEUTRAL] Oh, I, I, I, I must have did that. I must have done that before. I didn't even know. OK.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Yeah, that's that that's one I usually use.
[AGENT][NEUTRAL] OK, so let me just go ahead and change that email so you'll get that, um.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so let's update that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, and I went ahead and updated um the email so you get that link change the password so if you wanna just go ahead and put that user name and click on forget password.
[CUSTOMER][NEUTRAL] OK, let me see, uh.
[CUSTOMER][NEUTRAL] So follow the link that you email me. Is, is that right?
[AGENT][NEUTRAL] Uh, no, I haven't emailed anything. Just uh go ahead and uh put your username.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then when you put your username click on forgot password and it's gonna send you a link.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] Yeah, I don't remember coming here before, but I must have.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Not sure if you will let us know when you created it, um.
[CUSTOMER][NEUTRAL] Um, OK, I, I put, I put username.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and I create a.
[CUSTOMER][NEUTRAL] I create a password is is what you said? I can't remember.
[AGENT][NEUTRAL] Forgot password, you're gonna click on forgot password. Mhm.
[CUSTOMER][NEUTRAL] Forgot password. OK, OK.
[CUSTOMER][NEUTRAL] Alright, and user name.
[CUSTOMER][NEUTRAL] And you said it's a [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. Yes, [PII].
[CUSTOMER][NEUTRAL] Hi, just talking to break.
[CUSTOMER][NEUTRAL] The kids that were like I. OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, I had something come up.
[CUSTOMER][NEUTRAL] Is there a way to call you back or in the next 5 or 10 minutes?
[AGENT][NEUTRAL] Um, you can, but if I'm not available, anybody in this department can assist you with this. You just let them know that you're trying to do your wellness claim form online and or upload the form you have, and we can assist you with that. Um, but yeah, if, if you click on forgot password, it's just gonna send you the link to your email. You'll get it from there, click on it, it's gonna give you a code, you put it in, you change your password, and then you'll be able to get in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wow, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, if you see the, the, the link that says submitted wellness claim form, you just um click on that and it's gonna be like self-explanatory. It's really easy, but if not, you can call us back. We'll be here for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, thank you so much.
[AGENT][NEUTRAL] You're welcome, Mr. [PII]. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good afternoon. Bye-bye.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome.