AccountId: 011433970860
ContactId: 549e34f9-de39-4f1d-9f36-0bc859b8908b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197399 ms
Total Talk Time (AGENT): 93696 ms
Total Talk Time (CUSTOMER): 92085 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/549e34f9-de39-4f1d-9f36-0bc859b8908b_20250205T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, uh, I have a cancer policy y'all, and I just need to send in a uh daily, uh, not a yearly claim that I, I had like a colonoscopy just for a, a, a routine checkup where I had the, uh, yearly, you know, once a year claim on that where I get the
[CUSTOMER][NEUTRAL] You know, um,
[CUSTOMER][NEUTRAL] Once a year where I get the, a $50 you know, claim on that. How do I do that? I mean, I think I had to fill out a form or something.
[AGENT][NEUTRAL] How do you file the claim?
[CUSTOMER][NEUTRAL] Yeah, I, yeah, I need, I think there's a form or something I fill out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's your policy number?
[CUSTOMER][NEUTRAL] Uh, 765601. I'm sorry, I'm hoarse today. I'm sorry. I'm sorry.
[AGENT][NEUTRAL] OK, can you verify
[AGENT][NEUTRAL] Oh, that's OK. I can understand. Can you, um.
[AGENT][NEUTRAL] Uh, provide a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], what's your date of birth?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that. So you're filing a wellness claim, correct?
[CUSTOMER][NEUTRAL] Yeah, yes, yes, uh-huh.
[AGENT][NEUTRAL] So there, there, there, there is a wellness claim form um that can be downloaded from our um website. I can give you that address if you like.
[CUSTOMER][NEUTRAL] Um, that
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Um, it's a [PII].
[CUSTOMER][NEUTRAL] I am [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], uh huh.
[AGENT][NEUTRAL] Mhm and when you get to the home page, um, to the right, the upper right, there's a claims and forms link click the link.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, which
[CUSTOMER][NEUTRAL] It's, it says claims in one. It says claims and for one. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am. Click the link and then just scroll down until you begin to see the claim forms. The first one is an accident claim, um, they're alphabetized. I believe the wellness claim is going to be on page 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, there's 3 pages.
[CUSTOMER][NEUTRAL] Go to, go to, go to wellness.
[AGENT][NEUTRAL] Yes, it says wellness and screening benefit claim.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] OK. And just print that off.
[AGENT][NEUTRAL] And you can download it to the right, you can download the form, complete it.
[CUSTOMER][NEUTRAL] I, I, the
[AGENT][NEUTRAL] And then um submit it to APL.
[CUSTOMER][NEUTRAL] OK, so I don't need to download it and print it off and mail it back to y'all or do it online or how is that which place?
[AGENT][NEUTRAL] You know, you'll you'll you'll download it, complete the form.
[AGENT][NEUTRAL] And you can mail it or you could even fax it if you would like um the fax number and the claims mailing address is.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] Do you have that?
[CUSTOMER][NEUTRAL] Yeah, I have it. Oh yes, I do, I do. It's [PII] now. Yes. OK, thank you so much. OK, I think I did that last time. I just can't remember for sure. OK, thank you. Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. Any, any other questions, [PII]?
[CUSTOMER][POSITIVE] That's all. Thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh, uh, OK, bye-bye.