AccountId: 011433970860
ContactId: 6159c99a-db38-4300-a3ef-b1977f99a055
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331250 ms
Total Talk Time (AGENT): 96620 ms
Total Talk Time (CUSTOMER): 166123 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/6159c99a-db38-4300-a3ef-b1977f99a055_20250228T21:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I just have a question. Um, I did like a wellness, um, oh shoot, a wellness check, um.
[CUSTOMER][NEUTRAL] And also a colonoscopy. So could I file it on the same claim?
[AGENT][NEUTRAL] Uh, what's your policy number and your name, please?
[CUSTOMER][NEUTRAL] Oh, I was just asking a question. Hold on, I have to find the policy number.
[CUSTOMER][NEUTRAL] Um, I don't have it.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] With me cause I was just asking a question. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] It's probably under my husband.
[AGENT][NEUTRAL] And what's his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth and the mailing address, please.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Uh, it's only one test per person per calendar year.
[CUSTOMER][NEUTRAL] Um, well, um, I took the colonoscopy last year, but I was wanting to put it on the same plane.
[CUSTOMER][NEUTRAL] As the wellness cause on the box on the application on the paper they got cold and I also have the wellness and I took the wellness um this week.
[AGENT][NEUTRAL] OK, so you had one this year and one last year, the colonoscopy last year. Um, that's fine.
[CUSTOMER][NEUTRAL] So therefore I have 2 friends.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so you sure I can put it on, on, on the same claim forms that are submitting to the dates to be on there along with the um.
[AGENT][NEUTRAL] Uh, let me just
[AGENT][NEUTRAL] Let me double check with an examiner. Hold on one moment for me, OK?
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APA. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Am I only just gonna get you today, Ms. [PII]? Are you assigned to me?
[CUSTOMER][NEUTRAL] Uh I guess so. Probably so. You just gonna get me today.
[AGENT][NEUTRAL] Well, hopefully, um, hoping these calls slow down. They've been ringing off the hook.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all right. What's the policy number?
[AGENT][NEUTRAL] Yeah, that's alright, I guess so. Well, um, I have a quick question for you. For, um, if a person is filing for a wellness claim, she's asking if she can file the one she had last year and the one she had this year on the same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, there's no, uh, yeah, on that, where Miss [PII], she can check her whatever she had put the dates that she had those things, what year and the date and then just sign and date it and put the doctor's names on there, the facility name, where she had it done. If she doing it on just the weathers claim form.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh. Yeah, that's all she has to do. Yeah, make sure she just distinguish, uh, is what she had it like, say she had [PII], and then she had it again [PII]. Yeah, she can just take mammogram and put both dates on there.
[AGENT][POSITIVE] Awesome, just want to double check. I appreciate you. Alright, bye.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] OK. You back. All right. Bye, bye.
[AGENT][NEUTRAL] Uh, Ms. [PII], thank you so much for holding. I spoke with the examiner. She can say you can put both on there and just make sure that you have the dates listed showing that one was for last year and one was for this year.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I did. OK.
[CUSTOMER][NEUTRAL] OK, I just wanted to make sure so I wouldn't submit to um forms and I could just put it on the same one.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah, you have the wellness claim form, correct?
[CUSTOMER][NEUTRAL] Uh, that's the one that I put. I checked like the colonoscopy on that one and I checked the uh wellness on the other one, I mean on the other blank.
[CUSTOMER][NEUTRAL] Cause I mean there's one paper but it lists them all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what I wanted to ask to make sure before I submit it.
[AGENT][NEUTRAL] Yes, ma'am, and I wasn't 100% sure. I didn't want to tell you yes and then come to find out if you need to do it separately. So, um, you can.
[CUSTOMER][POSITIVE] OK, OK, thank you so much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. You have a great day and weekend.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye.