AccountId: 011433970860
ContactId: 4b97147b-6a77-4229-aee9-cfe9613a443b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445540 ms
Total Talk Time (AGENT): 187925 ms
Total Talk Time (CUSTOMER): 240251 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/4b97147b-6a77-4229-aee9-cfe9613a443b_20250403T16:28_UTC.wav
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[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I have gotten, um, I have sent in a wellness form, a wellness claim form for a biopsy. And then I have gotten a letter back stating that they needed more documentation from like the doctor. Um, and I have, I, I, I finally got it. It took forever from the doctor, um, to get it, um, but
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Oh, yes.
[CUSTOMER][NEUTRAL] I know, no kidding, right? But, um, the thing is is that can I just take a picture and send it in instead of I was just trying to use my printer and I don't know what is wrong. I mean, I'm, I could go to Staples and stuff, but I mean if you need to have it printed out and everything and faxed.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's just I was just trying to print it and it's not working for some reason on my printer.
[AGENT][NEUTRAL] OK, well, I, I can help you with your claim, um, and being able to upload it. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Um, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. Let me look for my policy number.
[CUSTOMER][NEUTRAL] Um, I don't, where do you find your policy number?
[AGENT][NEUTRAL] Are you signed up for the service center or do you have a card?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, because I'm with the union. I'm with Southwest Airlines.
[AGENT][NEUTRAL] OK, well let me um I can look it up with your, um, I can look it up with your social if you'd like to give that to me it'll pull all your policies in for me, OK?
[CUSTOMER][NEUTRAL] I don't know if that helps.
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, yeah, yeah, yeah. It's um [PII].
[AGENT][POSITIVE] OK, let me look that up real quick and real quick let me get your callback number just in case the call gets dropped um I'll be able to call you back.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Because I had faxed over, um, I had faxed over another.
[AGENT][NEUTRAL] find a policy for you.
[CUSTOMER][NEUTRAL] Yeah, I faxed up another copy, but I guess you guys sent me a letter and said that it wasn't um they needed more information so my doctor sent me another.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, because I, you know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Maybe you can tell me what I need to do.
[AGENT][NEUTRAL] Yes, ma'am. I'll be able to look at it and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And this is for your um cancer claim. Is that right? Your cancer policy? OK. All right. I'll need you to verify your policy for me. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh. It's [PII].
[AGENT][NEUTRAL] Thank you. And then your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, it's um [PII] um.
[CUSTOMER][NEUTRAL] What else did you ask for?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] My address email is [PII].
[AGENT][NEUTRAL] And then the phone number that you.
[CUSTOMER][NEUTRAL] Or you might have a [PII] oh.
[AGENT][NEUTRAL] No, I've got the [PII], um.
[CUSTOMER][NEUTRAL] OK, [PII]? OK, OK.
[AGENT][NEUTRAL] And the number that you gave me to call you back on, is that a good uh cell phone number for you for the policy? OK, perfect.
[CUSTOMER][NEUTRAL] My phone number?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, yes, that's my only number.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] All right. So if you, you, you are gonna have to um send in your documents either by fax or um mail them in.
[AGENT][NEUTRAL] Because the online service center, the policy is lapsed now, so the online service center only works when we have an active policy but let me give you the fax number that looks like it'd be the easiest and quickest way for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Well, I do have the fax number. I do have it. It's [PII], right?
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, so I guess I have to go back and, huh, go ahead.
[AGENT][NEUTRAL] And we don't
[AGENT][NEGATIVE] We don't accept them by um email just because it's not secure.
[AGENT][NEGATIVE] And it isn't secure to have an email.
[CUSTOMER][NEUTRAL] That's OK. That's OK. I'll just go.
[CUSTOMER][NEUTRAL] That's OK. I just wanna make sure that you guys like what are you actually wanting because the doctor gave me, let me see, I, I just hope they didn't, I think they gave me the exact same.
[CUSTOMER][NEUTRAL] Dang.
[AGENT][NEUTRAL] OK. I can
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] needed, you need your pathology report.
[CUSTOMER][NEGATIVE] I, I think I'm losing you.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Pathology. Oh yeah, I can now. It says surgical pathology report. So, oh, so it just says diagnosis, so compound. OK, so you probably only need the first page because you've got the other pages, right?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, I can't see what was actually sent in on my end, but on this claim, after reviewing everything that was sent in, it's just requesting the pathology report. So it looks like that's the bit of information that's needed.
[CUSTOMER][NEUTRAL] Oh, OK, I've got that.
[CUSTOMER][NEUTRAL] OK, OK, I'll go to um the, the staples or something and, and do you need me to do the wellness claim form again?
[CUSTOMER][NEUTRAL] Like you need everything or just that?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Just that um and refer to claim number let me give.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Number
[CUSTOMER][NEGATIVE] OK, hang on, you, yeah, for some reason I'm having a bad connection with you. I don't know if it's me.
[AGENT][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Or you know, do you hear that it's kind of going in and out?
[AGENT][NEUTRAL] Yes, I do. And it's probably me because we're having very high winds out here today, um, with all this.
[CUSTOMER][NEUTRAL] Oh, you are. Where are you?
[AGENT][NEUTRAL] I'm in um [PII].
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] Oh yeah, I was just watching The Weather Channel right now. They all got hit so bad like [PII] and then with storms. OK, so what did you need? What did you give me the
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yes it's just been a little crazy.
[CUSTOMER][NEUTRAL] Yeah, um, claim number you said or what are you gonna give me?
[CUSTOMER][NEUTRAL] What do I need to do?
[CUSTOMER][NEGATIVE] Oh, I lost you.
[AGENT][NEUTRAL] I can hear you now.
[CUSTOMER][NEUTRAL] Hello. Oh God, I couldn't hear you. OK. OK, so what, what number am I putting down?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, just know if.
[AGENT][NEUTRAL] If it disconnects, I will call you back. The claim number is 356-453-1.
[CUSTOMER][NEUTRAL] OK, yeah, that's what I thought.
[CUSTOMER][NEUTRAL] 354-531. OK, hang on one second. 35356.
[CUSTOMER][NEUTRAL] 4351
[AGENT][NEUTRAL] 453 1.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 453 1. And what do I do? Just put that on the cover letter or something, or?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Alright, alright, I'll get that out to you guys right away. OK, thank you so much. I appreciate you and be safe.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you. Bye.
[AGENT][NEUTRAL] You're OK, you're welcome, Ms. [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] I'm OK, thank you. OK, thank you, bye.
[AGENT][NEUTRAL] Bye bye.