AccountId: 011433970860
ContactId: 6e23beb7-b2e0-48c1-9ce9-636c21866f47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132880 ms
Total Talk Time (AGENT): 26521 ms
Total Talk Time (CUSTOMER): 106393 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/6e23beb7-b2e0-48c1-9ce9-636c21866f47_20250115T22:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I, I was calling. I have a, a question about, uh, the wellness claim.
[AGENT][POSITIVE] OK. How can I help today?
[CUSTOMER][NEUTRAL] Yeah I was calling, so last year I filed a claim. I got, so it's $50 per policy, so accidental and critical illness.
[CUSTOMER][NEUTRAL] So uh last year I claimed my blood work, so I got $50 for each policy so critical and accidental. Well, for my, so my, if my wife will gets a mammogram.
[CUSTOMER][NEUTRAL] And I filed that. Does she get $50 because she's on all the policies too, so is it, it's gonna be for the mammogram $50.
[CUSTOMER][NEUTRAL] Uh, 50 for critical, 50 for accidental, is that how that works?
[AGENT][NEUTRAL] Right. It
[CUSTOMER][NEUTRAL] Because I, I got last year I got $100 so it would be a total of $200. It'd be $100 for me and $100 for my wife, correct? So $200.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] Oh, OK. All right.
[CUSTOMER][NEUTRAL] Because I just filed it online and what it, I guess when you file a claim, then you have because I have multiple policies, it just takes that claim and files it against every policy to see if I guess it qualifies for.
[CUSTOMER][NEUTRAL] The claim to be paid out, correct?
[AGENT][NEUTRAL] Correct, yeah. So, um, once you filed it, just give it about 5 days to process.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] That's it, I think, but it's also the next question you can also only do one wellness per calendar year, correct? Like you can only file one claim for your wellness.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm. That is
[AGENT][NEUTRAL] Yes, that is correct. It's only one per year, uh-huh.
[CUSTOMER][POSITIVE] Uh, all right, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah.