AccountId: 011433970860
ContactId: 72d9aca2-c6cb-451f-9cd3-4f99181c17bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375269 ms
Total Talk Time (AGENT): 141510 ms
Total Talk Time (CUSTOMER): 199186 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/72d9aca2-c6cb-451f-9cd3-4f99181c17bc_20250515T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII], and I called a little while ago and was asking about if a claim had been received, which she could not find that claim. Anyway, um, what I'm trying to figure out now since I sent the original letter on the mammogram, uh, in the one that has not gotten there for some crazy reason, I'm trying to figure out if on the mammogram.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If, uh, sending the uh results that were listed on the portal, you know, I can print off the portal, uh, which is, you know, the, the results, and it has, it doesn't have a signature but it says this is an electronically verified report and it gives the name of the doctor that looked at it and who interpreted it and who it was uh.
[CUSTOMER][NEUTRAL] Referred by so I didn't know if that would work instead of trying to get another original copy of the letter.
[AGENT][NEUTRAL] Right, I understand Ms. [PII], um.
[AGENT][POSITIVE] I can help you with your claim information. May I get your call back number first, ma'am, just in case the calls dropped, I'll be able to call you back.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is your policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 626-427
[AGENT][NEUTRAL] OK, and just um for security reasons I'm gonna need for you just to please verify your policy for me. Can you give me your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you ma'am, and then also I'm going to need your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, it's [PII]. The phone number is the same. I just gave you the [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And the uh email is [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let me see on the wellness claim form.
[AGENT][NEUTRAL] It's always best to have, you know, as you know, to have the original, but if that's what you're able to get now and it does say that it's an electronic.
[AGENT][NEUTRAL] It should work um.
[CUSTOMER][NEUTRAL] Yes, it's
[AGENT][NEUTRAL] And then, yeah.
[AGENT][NEUTRAL] It should work for you through the portal um.
[CUSTOMER][NEUTRAL] Yeah, it says this is a.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says this is an electronically verified report on it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] We get um
[AGENT][NEUTRAL] Many times people send in uh claims documents that does have that information on there because some facilities don't give you an original sign most of them make you go in and look for it through their portal now.
[CUSTOMER][NEUTRAL] Right, well, I, I did receive a letter that, you know, said, uh, in fact I have a copy of the letter, but I don't have the original letter. The copy basically, you know, we're pleased to inform you that results, your mammogram were fine, you know, performed on the day that it was performed, that type of thing, uh, but, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I kept a copy, but the signature of the person who did it was on the 2nd page, and I didn't keep that 2nd page. I just wrote down who it was because it was my copy and I sent you all the original.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am I understand yes ma'am, yes, you can go ahead and send the information that you have with the wellness claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And, and it should work for you.
[CUSTOMER][NEUTRAL] I can do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well hopefully this time it will get there. I don't know what's going on with the mail.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, I understand. We also, you're welcome Ms. [PII]. We also accept them by fax. If you can get to a fax machine I can give you a fax number.
[CUSTOMER][POSITIVE] OK, thank you very much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Um, I don't have a fax available, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] basically said you could also do it uh with a [PII] making an account there and doing it electronically but I wonder if you know trying to take it electronically from a portal to the another electronic might be more trouble than it's worth so.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You would have to, you would have to download it onto your computer and then upload it into the portal.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Into our online service center.
[CUSTOMER][NEUTRAL] Yeah, yeah, which you may get.
[CUSTOMER][NEUTRAL] Yeah, they make it, make it a little bit challenging for an elderly person, so.
[AGENT][NEUTRAL] OK, I understand. I understand.
[CUSTOMER][NEUTRAL] OK, I will, I will try it again with this uh electronic copy and see if that works and if not we'll go from there.
[AGENT][NEUTRAL] OK. All right, Ms. [PII]. Is that everything I can help you with?
[CUSTOMER][POSITIVE] I think that's good for right now thank you.
[AGENT][POSITIVE] You're very welcome. You have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right you have a good day too.
[AGENT][NEUTRAL] OK. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.