AccountId: 011433970860
ContactId: 490b2ba4-ec49-4e37-ac9e-971d5ce7b575
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227210 ms
Total Talk Time (AGENT): 110806 ms
Total Talk Time (CUSTOMER): 117776 ms
Interruptions: 4
Overall Sentiment: AGENT=2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/490b2ba4-ec49-4e37-ac9e-971d5ce7b575_20250305T17:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII], and I was just filling out a wellness, uh, claim form, and I need, I'd already filled it out that I was the insured, but I'm not sure if it's me or my husband. Uh, could, could you check my form? I can give you my policy number, um.
[AGENT][NEUTRAL] OK, Miss [PII], so you're gonna be submitting a wellness claim and you're just, you have a couple of questions on your form. Uh yes, ma'am, I can help you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] As to who the insured is.
[CUSTOMER][NEUTRAL] OK, the, it's a, it's just.
[CUSTOMER][NEUTRAL] Yeah, I just need to know if it's me or my husband. And it's uh it's for the, I guess a a cancer form and it's 765-601 is our number.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] So just give me your policy number again, please.
[CUSTOMER][NEUTRAL] Yes 765601.
[AGENT][NEUTRAL] Thank you. And what is your callback number please, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So give me just a moment to get your information pulled up, Miss [PII]. Once I do, I will have to verify some information with you, um, first, for security purposes. So just one moment please. Tell me one more time, what was the last number you said one was the very last number of your policy, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, hold on, let me go back to it. Yes, yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and Miss [PII], uh, as I stated, I will have to verify some information with you for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then also your husband's name and his date of birth?
[CUSTOMER][NEUTRAL] [PII]. Uh, his birth is [PII].
[AGENT][POSITIVE] All right, thank you. And the home mailing address for you all, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the phone number that we would have on file for Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, well, maybe [PII]. Maybe I don't, I'm not sure which number we got.
[AGENT][NEUTRAL] OK, thank you. All right, and then your email address please, Miss [PII]? Because this appears to be yours.
[CUSTOMER][NEUTRAL] [PII]. Yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you so much for verifying me all the information. All right, so the policy, the name, it's your husband's policy and you are covered with him on it. Mhm. So if the
[CUSTOMER][NEUTRAL] OK, OK. Oh, OK. Well, I've already put all the information with my name. OK, I'll have to change all that information.
[AGENT][NEUTRAL] That's not, it's
[AGENT][NEUTRAL] And if the claim is for yourself, uh, yes, ma'am, you just put your name, just put your name.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause you are the
[CUSTOMER][NEUTRAL] OK, I, well, it said about the it.
[CUSTOMER][NEUTRAL] OK. It said about the insured, so that's OK to put me since I, cause I am insured.
[AGENT][NEUTRAL] Let me look at, yes, let me look at the, you're filling out the wellness claim form, is that correct?
[CUSTOMER][NEUTRAL] Is this
[CUSTOMER][NEUTRAL] Yeah, yeah. So I think it's OK. Uh, it didn't say who the insured, it just says about the well, it said insured I think the statement of insured.
[AGENT][POSITIVE] And that's gonna be you. Yes, and that'll be you.
[CUSTOMER][NEUTRAL] Well, I don't know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's OK cause I am the insured and the patient, so OK. It's just, OK, that's so, so I, no, I did OK then. I was, I was thinking I need to change all that information, but that's OK. I've got it then. Uh.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] No, no, ma'am, you did. It sounds like you did just fine.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much. Appreciate it. OK.
[AGENT][POSITIVE] Well, you're, yes, ma'am, you're welcome. Can I help you with anything else today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, no, that's all. Thank you. OK.
[AGENT][POSITIVE] OK, well, you're welcome and thank you again for calling APL. Have a wonderful afternoon.
[CUSTOMER][NEUTRAL] OK, OK, you, you too, bye bye.
[AGENT][NEUTRAL] Apa.