AccountId: 011433970860
ContactId: 65bcca6f-496f-479c-8b12-3e53677b7f44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203240 ms
Total Talk Time (AGENT): 88559 ms
Total Talk Time (CUSTOMER): 102865 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/65bcca6f-496f-479c-8b12-3e53677b7f44_20250625T14:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. This is [PII]. My policy number is 640744, and I have a question about how to attempt to file a wellness benefit claim. My wife is, is covered under my insurance, and she's due to have a mammogram on the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what kind of claim form do I need, uh, now for wellness benefit.
[AGENT][NEUTRAL] Oh, OK. Uh, and Mr. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII]. Mailing address is [PII]. And you may have my email on file, but do I have to give it to you?
[AGENT][NEUTRAL] I just need to verify if it's the email we have in the system.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] OK, thank you so much. Um,
[AGENT][NEUTRAL] And do you have a callback number, Mr. [PII], in case our call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII] is my home number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, uh, as far as filing a wellness claim, she can either file a claim form, uh, that is available on our website as a wellness claim form.
[AGENT][NEUTRAL] Or if you set up on our online service center, we do have it to where you can submit a wellness claim via the uh the site.
[CUSTOMER][NEUTRAL] Listen, if it's if it's all, I don't want to do it online if it's all possible if I can.
[CUSTOMER][NEUTRAL] Just tell me what I need to do or if you have a special form, you can just mail it to me that I fill out and send it to you.
[AGENT][NEUTRAL] Uh, yes, sir. I can send a request for that form to be mailed out to you or like I said, we do have it on our website.
[AGENT][NEUTRAL] Or you rather have
[CUSTOMER][NEGATIVE] I don't want to go on the website.
[AGENT][NEUTRAL] OK. Well, I'll, uh, send a request for the form to be mailed.
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEGATIVE] I have, I, I, I'm, I'm due to have mold surgery tomorrow on a skin cancer claim that.
[CUSTOMER][NEUTRAL] I have the forms y'all sent me on that, but I didn't realize the wellness. I didn't know how the wellness was working now.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So do you probably just fill out the form and send in a of of itemized bill, don't you?
[AGENT][NEUTRAL] Uh, no, sir, not anymore. They did have it to where you have to send like results or billing, but you just, uh, to file a wellness claim, you just need to fill out the claim form.
[AGENT][NEUTRAL] And just either mail it or fax it in to us.
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][NEUTRAL] OK, please send it to me and I'll mail it back to you.
[AGENT][NEUTRAL] OK, yes, sir. I'll send that, uh, send a request to send that form out to you. I'll have them send out a couple, that way you can have some on hand.
[CUSTOMER][POSITIVE] I appreciate it. I hope I get it right away cause when I got these other forms, I had to call y'all the second time. They said they mailed them out, but I never didn't get it. But the second time I requested it, but on, on the other cancel claim form request. But anyway, if I don't get it in a couple of weeks, I'll give you a call.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I would, uh, would you want me to email it to you? Can you accept it that way or you just rather just strictly mail?
[CUSTOMER][NEUTRAL] Strictly male.
[AGENT][NEUTRAL] OK, yes, sir. I'll send a request to send those out to you, OK?
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] You're welcome. And is there anything else I can?
[CUSTOMER][NEUTRAL] You