AccountId: 011433970860
ContactId: 692c7ff1-6da5-4f8a-81f9-721a430f921e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418899 ms
Total Talk Time (AGENT): 143309 ms
Total Talk Time (CUSTOMER): 181926 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/692c7ff1-6da5-4f8a-81f9-721a430f921e_20250408T21:05_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Uh, I'm calling because, um, I've filing a, um, uh, a claim.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I was calling about an application of, of a claim form.
[AGENT][NEUTRAL] OK. You need, you need a claim form or you need help with the claim form?
[CUSTOMER][NEUTRAL] Yes, well, let me explain first.
[CUSTOMER][NEUTRAL] You know, when the, when the, the, the insurance people come to our job, normally, you know, Trustmark and normally they'll, they'll leave like two claim forms, you know, one with the Trustmark like for the screening, medical, uh, wellness or whatever, and, uh, yeah, so usually when I do my mammogram, uh, you know, they say like, well you can file, you know, you can do with the wellness and uh do one with APL.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] To send a copy of the um, yeah, OK. And they usually leave us a form for both for Trustmark and for APL for the same, like just for the mammogram.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you need a wellness claim form.
[CUSTOMER][NEUTRAL] Do you follow me?
[CUSTOMER][NEUTRAL] Uh, yes, I guess.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, I can definitely.
[CUSTOMER][NEUTRAL] It, I mean it'll be from 8.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] I can get you the claim form, I can fax it to you, I can email it to you, or I can um mail it out to you. Are you calling on behalf of the group or you're an insured?
[CUSTOMER][NEUTRAL] I'm, I'm the insured person.
[AGENT][NEUTRAL] OK, and may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what is the first thing you answer my phone number, my name?
[AGENT][NEUTRAL] Oh, no, ma'am, your phone number and policy number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, phone, uh, phone number is [PII].
[CUSTOMER][NEUTRAL] 634 5 and let's see, I don't know if it's the same number with my with AP with Trustmark is.
[CUSTOMER][NEUTRAL] Uh, uh, JGM I guess 1NR.
[AGENT][NEUTRAL] Mhm. Ours would, um,
[AGENT][NEUTRAL] It will start with a 01 or 02. It may have an ML 7 or 8 at the end.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] I want some trust because I hate I lost my application.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Mm, but I mean, do y'all have me in y'all, uh.
[CUSTOMER][NEUTRAL] Uh, uh, did you find my information?
[AGENT][NEUTRAL] Oh, well, that's why I was um needing the policy number so I can try to pull up a policy to
[CUSTOMER][NEUTRAL] OK. Well, can I give you my social?
[AGENT][NEUTRAL] To get to your information, but I can, uh, yes, ma'am.
[CUSTOMER][NEUTRAL] How how about my social [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] And usually be like when the form had like accident or whatever on it, you know, I, I've been doing it for, we've been doing it for years, but I don't.
[CUSTOMER][NEGATIVE] I don't know if they left, I, I lost and misplaced my phone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's OK. I have your policy here, um, and I can I see the type of form you need, but Ms. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh, date of birth [PII], uh email [PII] and what was the other I guess.
[AGENT][NEUTRAL] Your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And so, um, so the policy that you have with us is a cancer policy. So we, I would, I would send the cancer claim form, but then you also, like you said, have the wellness, so that's the wellness claim form, so I'll just send you both.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can fill out either or if it's something.
[CUSTOMER][NEUTRAL] OK, yes, OK.
[AGENT][NEUTRAL] That, you know, has to do with one or the other, you'll have both of them.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, and how did you want me to send it though? Did you want it?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] How did you prefer?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] You, you can just put it through in the mail if you don't mind.
[AGENT][NEUTRAL] Put it in the mail, OK.
[CUSTOMER][NEUTRAL] Yes, and will it have the, the, the information I need on like the because I don't like you say you was asking for the group number or the policy number and I don't know exactly what that number is.
[AGENT][NEUTRAL] Um, I don't know that it'll show the policy number, but I can give it to you.
[CUSTOMER][NEUTRAL] OK, please do.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] All right. So it's 122.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5333.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 5333.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate that.
[AGENT][NEUTRAL] And I am mailing the claim form and the wellness, um, putting the request for it to be sent to your home address here on file and just to verify because I'm just because I'm sending something out. Hold on one moment. That's [PII].
[CUSTOMER][NEUTRAL] Mh[PII]
[AGENT][NEUTRAL] Um, and then [PII] is the zip?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I'll go ahead and um send the request for you now. Was there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Uh-huh, no, ma'am, that'd be it, and I appreciate it.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] You're very welcome. Well thank you for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.