AccountId: 011433970860
ContactId: 3df2765b-c645-4825-a22c-edbcf5695c95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349410 ms
Total Talk Time (AGENT): 212767 ms
Total Talk Time (CUSTOMER): 115138 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/3df2765b-c645-4825-a22c-edbcf5695c95_20241231T18:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I have a wellness claim form that I completed and my fax is not working. Um, is it OK if I mail it in we'll get there in time?
[AGENT][NEUTRAL] Uh, yes, and you, oh, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] I didn't know
[CUSTOMER][NEUTRAL] I didn't know if you, I didn't know if you had a cut off date for having to receive it by the end of the year.
[AGENT][NEUTRAL] OK. So, yes, ma'am. I, I can help you with this. Who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK. Thank you. Miss [PII], what's your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2291653
[AGENT][NEUTRAL] OK, thank you. So give me a moment, Ms. [PII], to get your information pulled up and I'll need to verify a few things with you first for security.
[AGENT][NEUTRAL] So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is different than the one you gave me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] OK, thank you. And is that still a valid phone number for you?
[CUSTOMER][NEUTRAL] Yes, that's my mobile.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address and I believe this is your work email that's on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying all of your information. And one additional thing, Ms. [PII], any information provided would be a verification of benefits and not a guarantee of payment. So on your wellness claims, there's not a timely filing. Now I can see that you are set up in the online service center.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I tried that and it would only take one doctor appointment and it wanted me to submit it and I had 234 on each of us.
[AGENT][NEUTRAL] OK, so you would have for a wellness now, you would have to do them each. It would, you, were you trying to do them all at once?
[CUSTOMER][NEUTRAL] For my, I started with myself and I was gonna I was gonna enter the dental and vision exam and it only took the first one and it said submit and I couldn't get it to add another one.
[AGENT][NEUTRAL] OK, so did you say you went all the way through and then it would not.
[CUSTOMER][NEUTRAL] It would only
[AGENT][NEUTRAL] Let you submit a 2nd 1.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] I didn't even get to my husband. I just started with me and that I entered one thing and it was done. I didn't know what to do.
[AGENT][NEUTRAL] Um, let me, let me look on your policy. I don't, I don't know right off. I'll have to pull your policy information up to see how many.
[CUSTOMER][NEUTRAL] So then
[AGENT][NEUTRAL] Wellness exams each of you have per calendar year.
[CUSTOMER][NEUTRAL] 2 per year.
[AGENT][NEUTRAL] OK. So, just I'm trying to help troubleshoot this to see what's caused this. So you, you filled out, so for example, uh, a dental.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you submitted that one.
[CUSTOMER][NEUTRAL] I didn't push submit. I wanted to enter the vision yet.
[AGENT][NEUTRAL] OK, I think that you're going for wellness, you will have to like submit and then because you have to fill out the information related to each provider.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On the wellness claim form that's online, you know, within your portal you have to enter their information like the data service, so it would be two separate claims.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On the same person.
[AGENT][NEUTRAL] Mhm. But you would have to do them separately because it's only gonna allow you to enter.
[AGENT][NEUTRAL] The provider information, you know, for one at a time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well I downloaded the forms and printed them out. I have them all filled out. I just didn't know if they had if you had to receive them by tomorrow.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am, we do not. So if you um would rather mail them or wait till your fax is working again, that will be fine. Um, and another thing I can see that there's not any direct deposit information on file for you. Now you can log into your portal and add in direct deposit information so that.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If we're able to pay the benefits, then they could be electronically deposited instead of us having to mail a paper check, but that is entirely your preference.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] And I can email you a user guide just for you to have for the portal if you would like for me to do that I can send that to you in a moment.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Certainly.
[AGENT][NEUTRAL] OK, alright, well, I will do that and the email that you're gonna receive, Ms. [PII] will come from [PII] and I will put APL online service center in the subject line for you.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] Well, you are certainly welcome. So, um, if, if that's all then that I can help you with?
[CUSTOMER][POSITIVE] Yep I'm good thank you.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and I hope that you have a great afternoon and uh have a very happy New Year.
[CUSTOMER][POSITIVE] You also thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.