AccountId: 011433970860
ContactId: 4f776333-1bcf-4dd7-a304-adefacc74234
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 556750 ms
Total Talk Time (AGENT): 176537 ms
Total Talk Time (CUSTOMER): 286277 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/4f776333-1bcf-4dd7-a304-adefacc74234_20250501T22:21_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is how may I help you?
[CUSTOMER][NEUTRAL] Yeah, your phone was going in now. Who was I talking with?
[AGENT][NEUTRAL] My name is [PII]. Hold on, let me see if I can step up. Let me fix that for you real quick.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm glad that you.
[CUSTOMER][NEUTRAL] Stay out here till Renee.
[AGENT][POSITIVE] Thank you for calling APAL. How may I help you?
[CUSTOMER][NEUTRAL] OK, this is totally, you say, right?
[AGENT][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Your, your phone's still kinda acting up.
[CUSTOMER][POSITIVE] OK, yeah, that's how you pretty well there.
[AGENT][POSITIVE] Oh goodness. I'm sorry about that.
[CUSTOMER][NEUTRAL] Yeah. OK. Uh,
[CUSTOMER][NEUTRAL] I once, I, I, I misplaced my policy number.
[CUSTOMER][NEGATIVE] And I wanted that and then I was talking to somebody and uh but how before you go back in your business, but then this phone messed up and hung up on me. I'm thinking she said uh long as it was in.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] It's, it's longer than I had it, you know, I can go back further, further, further back as I can.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Yes, um, as far as filing a claim, is that what you're asking about?
[CUSTOMER][NEUTRAL] Yeah, so, for, for your wellness, uh-huh.
[AGENT][NEUTRAL] OK, yes ma'am. um, um, let me look at your policy. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] And I yeah, I talked to you about a couple weeks ago. Uh, my number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then you said you didn't know your policy number. Can I please get your social so that I can pull it in for us?
[CUSTOMER][NEUTRAL] The uh the last four digits or all of it?
[AGENT][NEUTRAL] All of it.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. I hear that is misplaced. I'm, I'm gonna make sure I put it up this this time.
[AGENT][NEUTRAL] Yes ma'am I understand let me um pull that.
[AGENT][NEUTRAL] And real quick, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And for security reasons, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Mm cause I get anything. [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then I'm also going to need to
[AGENT][NEUTRAL] Verify your address and your email address that we have on file for you.
[CUSTOMER][NEUTRAL] Uh, [PII] is [PII].
[CUSTOMER][NEUTRAL] Beer and [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. I appreciate you verifying your policy for me. OK, let me give you your policy number. Do you have a pen and paper ready?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, your policy number.
[AGENT][NEUTRAL] Is 714.
[AGENT][NEUTRAL] 000.
[CUSTOMER][NEUTRAL] 714,000
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, and uh
[CUSTOMER][NEUTRAL] Can you help me uh uh.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] To understand on this cancel policy, OK, uh, I, I got some papers that it said, you know, it said itemized.
[CUSTOMER][NEUTRAL] That's all I need. No, just that like itemize uh you got you got my service date, my patient number, my name.
[CUSTOMER][NEUTRAL] Uh, provider class.
[CUSTOMER][NEUTRAL] Uh, some kind of cold just like that diagnosis.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Unit and price
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But, OK.
[AGENT][NEUTRAL] So when you send in your wellness claim, you'll need to send that um itemized statement with it.
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] OK, but it got everything on it so they don't really matter because they just rent, they just ran everything off.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know that I need, do I need to highlight things uh look this is what they gave me I.
[AGENT][NEUTRAL] No, ma'am. They'll
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Yeah, go through it.
[AGENT][POSITIVE] They'll go through it, yes, ma'am.
[CUSTOMER][NEUTRAL] 0000.
[AGENT][NEUTRAL] And then you can file your policy started on [PII].
[AGENT][NEUTRAL] So you can go all the way back to [PII] to file claims.
[CUSTOMER][NEUTRAL] Oh, they, they probably ain't got them because I don't forgot what hospital I went through during them past that.
[CUSTOMER][NEUTRAL] Got up I probably still doing mammogram doing everything, you know what I'm saying, but I just um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] But what if, what they got then I just go from there then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh that's that's a long way and so all I do is just, oh I can fax this to you, right?
[AGENT][NEUTRAL] You can fax it, yes.
[CUSTOMER][POSITIVE] Take care of
[CUSTOMER][NEUTRAL] OK, by fax it who I what who what name does it, does, does it be in care of somebody or just?
[CUSTOMER][NEGATIVE] Just fix it.
[AGENT][NEUTRAL] And just put claims department.
[CUSTOMER][NEUTRAL] The claims department OK.
[AGENT][NEUTRAL] And then just um if you want to put on that that cover sheet for the fax if you wanna write I'm filing wellness claims.
[CUSTOMER][NEUTRAL] With with the following wellness claim, OK.
[AGENT][NEUTRAL] Or just say or even multiple wellness claims you can put that there also so they know to look for all the wellness claims.
[CUSTOMER][NEUTRAL] Multiple. OK, multiple we this claim.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and uh, OK, what about the cancel policy?
[CUSTOMER][NEUTRAL] Just do I put, put up this did I put oh well it's all the same thing, OK, so I just send it, just send it and say wellness multiple wellness, and then it and it it it includes cancer and wellness. It's all the same thing you said.
[AGENT][NEUTRAL] This is the cancer policy.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, OK, but that was against like the food. I want to hear and do this and get it over with.
[CUSTOMER][NEUTRAL] Yeah, uh, OK then.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I, cause I've talked to you before you might can't remember you talked to so many people.
[AGENT][NEUTRAL] Yes, I don't know. Have you talked to me before? You sound familiar, you may have.
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Yes, yes, yes, I had another, uh, lady friend help me, help me with it. She was listening to me was talking to.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah, because he, I think you sent us to [PII] and claim or something to do, you know, that's, that's why I'm trying to find out what all I need to do.
[CUSTOMER][NEUTRAL] Again, but I talk to you more than I talked to [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So,
[AGENT][POSITIVE] I love [PII]. She's good.
[CUSTOMER][NEUTRAL] That's it, uh, yeah, you too.
[AGENT][POSITIVE] Well thank you, you're, you're sweet.
[CUSTOMER][NEUTRAL] OK, so on my.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, um, so on my top page I just put, uh, multiple wellness you say.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 15, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then, so I'm gonna try to uh get this done this by Monday to get it off.
[CUSTOMER][NEUTRAL] To fax fax them to you and the fax number is 877.
[CUSTOMER][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 942 3.
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, OK, I think that's all I need then. My policy number is 714,000 but I have to have that on there, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm, OK, OK.
[CUSTOMER][NEUTRAL] So, I put, I put that on the top page too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's correct. It goes, it goes on my top page too, uh, uh, just as long as it's on there anywhere.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] You could put it on that cover page um and and um even if you wanna write it on your claim form you can do that too.
[CUSTOMER][NEUTRAL] Mm, OK, OK.
[CUSTOMER][NEUTRAL] Oh, OK then, I rate you a 10 if I can rate you.
[AGENT][POSITIVE] Oh, you're so sweet.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] 00, OK, so I, I thank you very much. I think that's all I need.
[AGENT][POSITIVE] OK, well, you have a blessed rest of your night and thank you for calling APL Ms. [PII].
[CUSTOMER][POSITIVE] OK, thank you. Mm bye-bye.
[AGENT][NEUTRAL] Bye-bye.