AccountId: 011433970860
ContactId: 6d41e449-bc3f-4041-9ec1-b262c56d6852
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251789 ms
Total Talk Time (AGENT): 121528 ms
Total Talk Time (CUSTOMER): 116410 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/6d41e449-bc3f-4041-9ec1-b262c56d6852_20250513T16:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi, I had sent in, uh, the wellness check, you know, where you can get reimbursed for $75 and I've done it for years, but this year, uh, it came back and it said return to sender not deliverable as address so and unable to afford so I just wanted to check your mailing address please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, sure, yes. um, yeah, we can check on that because it did change a couple of years ago. Um, may I have your name and um uh callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Sure, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Miss. And let me verify your information. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, let me look here real quick, just a 2nd, 513-918.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. And may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh [PII] and that's [PII] and my email is [PII].
[AGENT][POSITIVE] Perfect. Thank you, Miss [PII]. OK, so um the address that it needs to come to is [PII].
[CUSTOMER][NEUTRAL] OK. Oh, just a second, just a second, my pen decided to be dry. OK.
[AGENT][NEUTRAL] OK. So it's different. OK, it's different. OK, it's fine.
[CUSTOMER][NEUTRAL] OK, I'm ready, [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I want to run it back to you just to make sure so American Public Life Insurance [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is perfect, yes, and if you need a new form, yeah, if you need a new form because right now the wellness claim forms are a little bit different than they used to be in the past, um, you can just fill out a form and send it without sending any additional documents. Um, you can go to our website at [PII].
[CUSTOMER][NEUTRAL] I'll.
[AGENT][NEUTRAL] Again, that's [PII].
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Mhm and click on claims and forms and just look for the wellness claim form um that new claim form you just need to, it has the address and all the information on the first page for the instructions and then you just fill that out and send back to us. You don't have to send any additional information, just the claim form fully full fill out.
[CUSTOMER][NEUTRAL] OK, do I, do I, I mean, I still send the itemized.
[AGENT][NEUTRAL] You don't have to. Mhm.
[CUSTOMER][NEUTRAL] Invoice that I got from.
[CUSTOMER][NEUTRAL] I don't have to?
[AGENT][NEUTRAL] No, you don't have to any longer. No.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][POSITIVE] OK well I appreciate your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] And you're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Yeah, OK. Well, thank you for calling ATL. You have a good day. So.
[CUSTOMER][NEUTRAL] You as well. Bye bye.