AccountId: 011433970860
ContactId: 3de8acbb-d77e-42fd-afae-1226d31a605b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366209 ms
Total Talk Time (AGENT): 95433 ms
Total Talk Time (CUSTOMER): 197057 ms
Interruptions: 9
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/3de8acbb-d77e-42fd-afae-1226d31a605b_20250506T13:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling AO.
[CUSTOMER][NEUTRAL] Hi [PII], I am, um, going to send in a claim and I just wanted to make sure that I had all the correct information. Um, I'm sending it to [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, alright and also a friend of mine said uh we both work in the school system in [PII], um, that the American Public Life insurance thing, um, with all of the stuff above, um, where you just sign your name, print, your birth date and the date, um, the relationship is that no longer sufficient?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What type of claim are you filing?
[CUSTOMER][NEUTRAL] What type of claim are you
[CUSTOMER][NEUTRAL] Had, uh, had my, uh, mammogram.
[AGENT][NEUTRAL] Oh, it's a wellness claim? OK, let me see.
[CUSTOMER][NEUTRAL] Yes, and I also have cancer insurance.
[CUSTOMER][NEUTRAL] Would you like my uh birth date and name?
[AGENT][NEUTRAL] Um, yeah, we can, let's see.
[AGENT][NEUTRAL] Do you have the wellness screening benefit form?
[CUSTOMER][NEUTRAL] You have the wellness screening benefit form.
[AGENT][NEUTRAL] It should say wellness claim form at the top.
[CUSTOMER][NEUTRAL] It should say well claim form.
[CUSTOMER][NEUTRAL] This is American Public Life Insurance Company authorization to use or disclose protective health information.
[AGENT][NEUTRAL] Yeah, that's not what you need for a wellness claim. That sounds like a release form.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEGATIVE] Well, see, but I had cancer.
[CUSTOMER][NEUTRAL] And I have to do a mammogram yearly so in my through my cancer doctor. So is this not the one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It sounds
[CUSTOMER][NEUTRAL] This is the one I've always been in, that's why I was asking. It wasn't like um.
[CUSTOMER][NEUTRAL] Um, well missed, um.
[CUSTOMER][NEUTRAL] I don't know. I normally Medicare because I am also on Medicare, but they do a wellness, but I, um,
[CUSTOMER][NEUTRAL] Have to do this through the cancer doctor every year.
[AGENT][NEUTRAL] Let me look at the policy. What's your last name and first name if you don't have your policy number?
[CUSTOMER][NEUTRAL] Let me look at the policy. What's your last name and first name?
[CUSTOMER][NEUTRAL] OK, hold on, [PII]. I do have my policy. Hold on just a moment.
[CUSTOMER][NEUTRAL] And my birth date is um [PII].
[CUSTOMER][NEUTRAL] Um, it's my policy number 781842.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right. I've got you pulled up here, [PII] and then let me just verify for security lastly please, the full address.
[CUSTOMER][NEUTRAL] Sure, it's uh [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] All right, thank you so much. OK, so let me pull this and see.
[CUSTOMER][NEUTRAL] Hold on one second, I'm gonna answer this phone.
[AGENT][NEUTRAL] No, go ahead.
[CUSTOMER][NEUTRAL] Have
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I'm not. I'm at home. I'm on the phone with an insurance company. I don't have to call you back.
[CUSTOMER][NEUTRAL] OK, all right, bye bye.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] No, that's totally fine, Ms. [PII]. I do see that that's what you submitted on the last one in 2024. That's what I was going back to look at that I, you know, I could see what was submitted on the last one.
[CUSTOMER][NEUTRAL] No, that's
[CUSTOMER][NEUTRAL] I do see that that's what you submitted on the last one in 20.
[CUSTOMER][NEUTRAL] That's why I was calling back.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So, yeah, I mean, let me just make sure.
[AGENT][NEUTRAL] Yeah, so it looks like they've, it does look like it's an older form, but they're still accepting it because they've been paid out. So if that's what you have, I would just go ahead and send that because it's, it's been accepted.
[CUSTOMER][NEUTRAL] So it looks like they it does look like it's an older farm but they're still accepting it.
[CUSTOMER][NEUTRAL] Because they.
[CUSTOMER][NEUTRAL] What that you have, I would just go ahead and send that.
[CUSTOMER][POSITIVE] OK, all right, thank you so so much for your help.
[AGENT][POSITIVE] Yeah, you're welcome, Miss [PII]. Anything else I can do for you?
[CUSTOMER][NEUTRAL] or anything
[CUSTOMER][POSITIVE] I think that's all, but thank you and have a wonderful day.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You too, yes ma'am bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.