AccountId: 011433970860
ContactId: 453cef62-310d-4fd8-88c3-10050ca94626
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 677380 ms
Total Talk Time (AGENT): 258789 ms
Total Talk Time (CUSTOMER): 369544 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/453cef62-310d-4fd8-88c3-10050ca94626_20250328T21:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes sir, I'm not sure if I punched the right place to talk or not. My premium is due and I pay once or twice a year, um, and, uh, I, I don't know and I do this. I have gotten where I do this the last couple of years because of circumstances that are going on in my life, you know, and my family, but um I just wanted to see if there was any way I could still pay it, um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And ask a question about filing a claim. My name, my name is [PII] Do you need my policy number or my birthday or what?
[AGENT][POSITIVE] Uh, yes, ma'am. If you have the policy number, that would be great.
[CUSTOMER][NEUTRAL] Let me see policy it's an old one the number is 9A as in apple 0002775.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's also a reference number. I don't know. I can't remember from time to time what I'm supposed to give.
[AGENT][NEUTRAL] That's OK. Let's take a look, see what we can find here.
[AGENT][NEUTRAL] All right. And then um if I could get please your date of birth and address?
[CUSTOMER][NEUTRAL] Decem oh yeah, [PII] and my address is [PII].
[AGENT][POSITIVE] All right, thank you so much. OK.
[CUSTOMER][NEUTRAL] Ohh
[CUSTOMER][POSITIVE] I think that was my husband pick it up. I'm sorry.
[AGENT][POSITIVE] That's OK, no worries.
[CUSTOMER][NEGATIVE] the extension has lots of static on it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy due date says oh I, I, you may need you, I may need to just be quiet.
[AGENT][NEUTRAL] That's OK, no, you're fine.
[CUSTOMER][NEUTRAL] It was 33:16. I'm just, I'm just kind of out of it lately.
[AGENT][NEUTRAL] No, that's OK. I was, yeah, I was looking at your billings. OK, so yeah, it looks like 485-39 is due, um, and the due date was [PII], which you can absolutely still pay, Ms. [PII], um.
[AGENT][NEUTRAL] Now, in regards to filing a claim, um, have you ever done any claims before, or?
[CUSTOMER][NEUTRAL] No, and see that's the thing, just so much has happened that I didn't realize, you know, that if I'd have sent, uh, uh, if I had, you know, yeah, I've kept up with my mammograms yearly. Well, the last 3 years I've had colonoscopies, um, every year because I had some polyps and, um, didn't realize I could file that and, um, so I, I had wanted primarily to be able, a lady had told me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] About 4 years ago that if I'd get them together and send, you know, I could go back even.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Like for several years and um post those um I just haven't got and I I've gotten 6 of them but then I didn't get it sent in because something else happened so I'm just kind of going in circles here. I don't know what to do whether to keep it or not, you know, and I don't think it.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I don't think my, I don't know how much my premium covers. I think it's mostly just, uh, extra expenses if I had cancer, but
[CUSTOMER][NEUTRAL] Um, is any of that, you know, does that sound right or?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I mean, most of.
[CUSTOMER][NEUTRAL] That I could maybe like go back.
[AGENT][NEUTRAL] That does sound right. Mhm. Yeah. And most of these policies do have some sort of wellness benefit on them like as a prevent, you know, preventative that you can claim once a year on them. Um, let's see.
[CUSTOMER][NEUTRAL] Several years and then
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But my question basically is um you can only file one claim a year isn't that right? Or am I wrong?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, as far as for like your um colonoscopy or your mammogram, you could only do one of those for the wellness expense a year because the the policy only pays, um, it looks like for one a year.
[CUSTOMER][NEUTRAL] Yeah, but my question was, since I can only do one claim, uh, mine, um, and I don't know, I don't know if anybody told me this or read it, but that I could only submit one claim a year.
[CUSTOMER][NEUTRAL] Um, but I wondered if I could just say go back like to [PII], [PII] on the same claim.
[CUSTOMER][NEUTRAL] You know, and put like 4 or 5 colonoscopies.
[CUSTOMER][NEUTRAL] For different years you you understand what I'm saying.
[AGENT][POSITIVE] Yes, yes, you could do one claim with multiple dates going back multiple years. Absolutely, yes. Yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Well, I just, you know, and I haven't had cancer, thank [PII], so I mean it's well worth it if I hadn't.
[CUSTOMER][NEUTRAL] You know, don't have the cancer, you know, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's my reason. I'm sorry, but can I pay this over the phone?
[AGENT][POSITIVE] Yeah, absolutely. Yes, ma'am. I can get somebody on the line over in billing and they can take the payment from you. Absolutely. Uh-huh.
[CUSTOMER][NEUTRAL] Or not
[CUSTOMER][NEGATIVE] Well, have you got any advice as far as me, uh, filing a claim and, uh, and say I'll probably fool around another 6 months and not get one filed because just so much is going on. My, my daughter and son both found out they had cancer and some the last person I talked to.
[CUSTOMER][NEUTRAL] Um, I don't know what, I can't remember, [PII] or something like that. I mean, it's been that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And I had even sent me a card saying she was praying for my, my children and me. That was the sweetest thing, really, really was. I appreciate y'all and um and, you know, her doing that anyway. um.
[AGENT][POSITIVE] Oh, that is sweet.
[AGENT][NEUTRAL] Well, what I, what I could do, Ms. [PII], if this is helpful because claims can be filed online, they can be sent in the mail or they can be faxed. So if what is most helpful to you, I can put in a request to have some claim forms mailed to you um that way you have those and then all they would need to do is be filled out and submitted back to us. um, it comes with instructions as far as.
[AGENT][NEUTRAL] Whatever you're filing for, what is needed with that claim, um, it is different, you know, like if you're doing, um, if you were doing any claims for like radiation or chemotherapy, there are certain things that we need for that. Um, wellness claims are different and so it does break all of that down as far as what you would need. So I can get that sent out to you that way you have those and then that'll help you get the ball rolling, um.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All of these are wellness so far, thank God, you know, um.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] But um, I, I, you know, I do have a pile up there watching, so I hope and pray it doesn't change into that but um.
[CUSTOMER][NEUTRAL] Anyway, that's, I just need to know what kind of information I have to put on the the claim that to verify that I've had.
[CUSTOMER][NEUTRAL] Um, the colonoscopies or I've had the mammograms, you know, and over the past 20 years, I don't think I've missed.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] I don't think I've missed any, uh, but now I hadn't had a colonoscopy every year. I mean that has only started, uh, once a year since, um.
[CUSTOMER][NEUTRAL] I have once a year had one the last 3 or 4 years.
[AGENT][NEUTRAL] Mhm, mhm, mhm.
[CUSTOMER][POSITIVE] But um that anything that would help like that may understand how to do it. I would greatly appreciate you sending.
[AGENT][POSITIVE] Yeah, absolutely. And the wellness claim is really easy to fill out. It's not, um, it doesn't have instructions with it, but it's, it's pretty, uh, point blank. It just asks for information about yourself, and then it just asks you to um click which test you, you had, so you would just check that off.
[AGENT][NEUTRAL] And then it just asks for the data service and then you have to sign and date it and then get it back to us that's pretty much the extent of it yeah so it's not too hard.
[CUSTOMER][NEUTRAL] Oh, OK, right, OK, that, that helps, yeah, um, well, if then, if you don't mind sending me that and then, um, transferring me to or whatever to where my my payment moment on the phone, I'll, you know, go ahead and.
[CUSTOMER][POSITIVE] Do that and just pray don't ever need anything for cancer at all. That should be the best thing, you know.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Yeah, yeah, absolutely. OK, uh, let me get somebody on the line in billing to take your payment and um I have put in the request to have those claim forms mailed out to you so those will be headed your way, OK, Miss [PII]?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] All right, thank you so much I appreciate your help.
[AGENT][POSITIVE] Yeah. My pleasure. One moment, please.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing today?
[CUSTOMER][POSITIVE] Hey [PII], I'm good how are you doing?
[AGENT][POSITIVE] I'm good, thanks for asking. I have an insured on the line and she's just wanting to make a payment on her policy.
[CUSTOMER][NEUTRAL] OK, sure, what's the policy number?
[AGENT][NEUTRAL] Her policy number is gonna be 76,230 and we're speaking to a Miss [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Let me just get everything here.
[CUSTOMER][NEUTRAL] Alright, I got it pulled up and is the number she's calling from her callback number?
[AGENT][NEUTRAL] Mhm, yep, sure is.
[CUSTOMER][POSITIVE] OK, alright, I think I've got everything I need. You can go ahead and put her through.
[AGENT][POSITIVE] All right, thanks. Here she comes.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with Ms. [PII]? Yes ma'am how are you?
[CUSTOMER][POSITIVE] Hi Miss [PII] I'm doing well how are you? I'm pretty good thank you I just need to pay my bills. OK, yes ma'am, I can definitely help you with that. Let me get everything pulled up here.
[CUSTOMER][NEUTRAL] I do have your policy up um and it looks like your.