AccountId: 011433970860
ContactId: 6eb58b48-12bc-4703-8bf7-820cdecaa0d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1223660 ms
Total Talk Time (AGENT): 171763 ms
Total Talk Time (CUSTOMER): 113854 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/6eb58b48-12bc-4703-8bf7-820cdecaa0d8_20250619T20:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Oh yes, my name is [PII], and I had sent in a wellness claim form back in end of April and I've not received anything.
[AGENT][POSITIVE] Oh, OK. Well, I'm definitely sorry to hear that you haven't received anything. Um, I'll be more than happy to look into this for you. Ms. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that and your policy?
[CUSTOMER][NEUTRAL] Cause I got uh
[CUSTOMER][NEUTRAL] I had emailed it in and I got an email back.
[AGENT][NEUTRAL] Emailed it in. OK.
[CUSTOMER][NEUTRAL] Uh, but that's just, yes.
[CUSTOMER][NEUTRAL] OK, the policy number is 722621.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, now I have you here Ms. [PII]. I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] OK, it's under my husband. Do you want his date of birth? [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, ma'am. Your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the mailing address on file?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And so you said you emailed it, where did you email the claim to because we typically don't accept claims through email.
[CUSTOMER][NEUTRAL] Oh, do do do 2 APL claims, no claims at 8.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Because I got a response that said thank you for contacting APL our customer care team is happily researching your request and we'll get back to you soon.
[AGENT][NEUTRAL] So they sent it to claims, it came to care team, OK. Um, do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Oh, no problem.
[AGENT][NEUTRAL] OK, hold on one and what's the date of that email that you, the date that you sent it and the date you received the response?
[CUSTOMER][NEUTRAL] Uh, sent it on [PII].
[CUSTOMER][NEUTRAL] And they responded back on [PII].
[AGENT][NEUTRAL] OK, hold on one moment for me, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It you.
[AGENT][NEUTRAL] Issue new conversion letter. First time I had, this is from [PII].
[AGENT][NEUTRAL] Lord, I don't know.
[AGENT][NEUTRAL] Let me try that one more time, maybe.
[AGENT][NEUTRAL] No, OK, well, I gotta ask. I have no idea.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] That's what's happening. It's the wrong policy.
[AGENT][NEUTRAL] 555.
[AGENT][NEUTRAL] But still though.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. Um, do you have the date that you got the mammogram? I believe this is the correct claim here, but it's from
[AGENT][NEUTRAL] Well, it's saying it came in and, oh, that's probably, is it [PII]? Does that sound about right?
[CUSTOMER][NEUTRAL] Like that.
[CUSTOMER][NEUTRAL] No, the mammogram was for this year, the [PII].
[AGENT][NEUTRAL] Oh, OK, OK, OK.
[CUSTOMER][NEUTRAL] Well, my husband's chest chest X-rays from [PII] I believe.
[AGENT][NEUTRAL] Um, this is all under you. This is your mammogram from last year. Hold on one second.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So then I'm back at square one. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. Um, I was going through the documents and everything. So this is what I'm gonna do. I'm gonna send a um urgent message over to the claims department. The reason is I see notes on here from [PII] where we did receive the documents.
[AGENT][NEUTRAL] That's it. I don't see the claim and when I go into where you, where everything is, like I don't see anything after [PII], so I'm gonna have claims look into this and give you a I'm gonna have them give you a call with an update because I don't want you to keep holding and I'm not sure what happened, but I know it was received because I see it here in the notes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm gonna have them call you with an update, OK?
[CUSTOMER][NEUTRAL] OK dokey.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can help you with today? I'm so sorry for this inconvenience.
[CUSTOMER][POSITIVE] Oh, no problem.
[AGENT][NEUTRAL] All right, well, thank you very much. No, no, it's not you. I see we received it.
[CUSTOMER][NEGATIVE] I just figured I did something wrong.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I hope you have a good day, OK?
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.