AccountId: 011433970860
ContactId: 5cf5a345-e9d7-4642-849f-16191eba89c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282160 ms
Total Talk Time (AGENT): 121289 ms
Total Talk Time (CUSTOMER): 120678 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/5cf5a345-e9d7-4642-849f-16191eba89c6_20250313T14:12_UTC.wav
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[AGENT][POSITIVE] Morning, thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it's not me. Come on, how you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] your girlfriend
[CUSTOMER][NEUTRAL] I'm fine. I'm trying to uh see what's my claim number.
[AGENT][NEUTRAL] Uh, so you're calling to verify your claim status?
[CUSTOMER][NEUTRAL] Yes, um, I have, I have a, um, I think I can file this claim. My daughter had an EKG and a chest X-ray.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] I think I can file file it on my um claim.
[AGENT][NEUTRAL] OK, so you're calling to verify and file a claim. OK, I can verify that for you. And what's your name and the policy number, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] My name is [PII]. I don't have the policy number.
[AGENT][NEUTRAL] OK, that's fine. Give me one moment, Ms. [PII].
[AGENT][NEUTRAL] Uh, what's your social?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] [PII]. And which policy is it for for accident policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Well, and it's wellness.
[AGENT][NEUTRAL] Oh, for wellness, uh, give me one moment.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII]. I know it's a little [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] excuse me, [PII].
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And have you set up on the online service center? We have it on our site to where you can um submit a wellness claim via the site instead of having to fill out a claim form.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I, I tried last night and um it says oops, something wrong.
[AGENT][NEUTRAL] Uh, could be because we have something different in the system, but let me double check something. Give me one moment. Well, it looks like you already have one set up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do I?
[AGENT][NEUTRAL] Yes, ma'am. I can give you um your username and from there, um, mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] OK, let me click back on it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I said something wrong.
[CUSTOMER][NEGATIVE] Probably no internet out here.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, what's my username?
[AGENT][NEUTRAL] It's uh your first and last name, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am, and then you can just uh select, um,
[AGENT][NEUTRAL] Forgot a reset password and what it'll do is it'll send an email with uh with the verification code so you can change your your password.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. I'm outside of my job, so probably, uh, the internet is not working, but I'll do it.
[AGENT][NEUTRAL] OK. OK, and when you get onto the site, uh, you, um, we will have where you can file a wellness claim and just follow the instructions and then you'll be able to set up a claim for her.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK. All right. Well, thank you so much. So, hey, hey, let me ask you a quick question. Quick question, quick question, question. OK, so did I, did I file um
[AGENT][NEUTRAL] You're welcome, Ms. [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, uh, colonoscopy, um, test this, uh, last year.
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Yes, I do show a wellness uh was processed last year for you, like [PII].
[CUSTOMER][NEUTRAL] OK. And y'all pay $50 for that?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Cause we only get
[CUSTOMER][NEUTRAL] Cause we only get one either the breast or the the colon nos, right?
[AGENT][NEUTRAL] Uh, once per calendar year for wellness, yes, ma'am.
[CUSTOMER][POSITIVE] OK, alright, well thank you, honey.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. You have a great day. Bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] You do the same thank you bye bye.