AccountId: 011433970860
ContactId: 7534d599-0cef-43c7-a191-bc52fafebf4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 693369 ms
Total Talk Time (AGENT): 288932 ms
Total Talk Time (CUSTOMER): 415550 ms
Interruptions: 5
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/7534d599-0cef-43c7-a191-bc52fafebf4b_20250130T20:58_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][NEUTRAL] Hi, [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] And I have a policy with you guys and the number of it.
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] 00499905. And I send in every year after I get a mammogram and I get a $75 payment and I've sent it to [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A bunch of times. I noticed last year.
[CUSTOMER][NEUTRAL] In [PII], I sent it to [PII]. So do I send it to [PII]?
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] It's confusing, isn't it?
[CUSTOMER][NEUTRAL] Well, I was wondering where I got to look, I keep all this stuff together, and I thought, where am I supposed to send this thing?
[AGENT][NEUTRAL] Yes, ma'am. That would go to the [PII] address. We are that [PII] address is no longer valid. It is moved to [PII].
[CUSTOMER][POSITIVE] I'm so glad I called. I was gonna
[CUSTOMER][NEUTRAL] Send it to, oh I'll have to make myself a big note. OK, so send it to [PII].
[AGENT][NEUTRAL] Yes, ma'am, in [PII], [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK. [PII] at the end.
[AGENT][NEUTRAL] And let me ask you
[AGENT][NEUTRAL] That's right. And let me ask you too, now it's changed for your wellness submission. There is a cancer wellness claim form that's all you have to complete to get your wellness benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] Oh, I just, I just, no, I'm not. I just had him give me a, give me an itemized uh statement, so I got an item, it says this is not a bill, this is an itemization of your hospital services for [PII] on [PII].
[AGENT][NEUTRAL] Aware of that as well?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][POSITIVE] And that should be fine, but I'll tell you what I can do for you, Miss [PII], it would be my pleasure. I can email you a copy of that updated claim form.
[CUSTOMER][NEGATIVE] Well, I'll tell you what, I don't have any way to print it off.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Do you know what I mean? I don't have a printer hooked up to my phone.
[AGENT][NEUTRAL] What about if we mail it to you and then that way at least you'll have the claim form.
[CUSTOMER][NEUTRAL] So it
[CUSTOMER][NEUTRAL] OK, to go with it, you mean to send in with the itemized statement?
[AGENT][NEUTRAL] Mhm. And then from here.
[CUSTOMER][NEUTRAL] I don't know what the.
[AGENT][NEUTRAL] Yeah, and then the claim form, it just ask you for your information and what type of screening it was and the doctor's name, but you can go ahead and send in that itemized bill this time with your policy number.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And it should be fine.
[CUSTOMER][NEUTRAL] Oh, OK. Do you know the truth is, I don't think I have. Oh yeah, I think I, if I dug a little deeper, I probably do have.
[CUSTOMER][NEUTRAL] The doctor's name. Let's see if they put it on here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm they didn't, there isn't a doctor's name.
[AGENT][NEUTRAL] Yeah, they're probably gonna need that information.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] Or the phone number to the facility if you go to a like a, a facility and have it done, that's fine too.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Oh, I do. Yeah. I just go to Saint Francis Hospital and to the.
[CUSTOMER][NEUTRAL] Mammogram place. I don't know what they call it, but yeah, but they
[AGENT][POSITIVE] That, that sounds good to me.
[AGENT][NEUTRAL] That's what I call my place, the mammogram place.
[CUSTOMER][NEGATIVE] It doesn't sound good to you?
[CUSTOMER][NEUTRAL] The lamp are in place. Do you guys send it to your attention or what?
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] You would just send it to attention to claims with and then put your policy to that address in [PII].
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And put claims department.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] On the envelope.
[CUSTOMER][NEUTRAL] OK, just a minute now. I've lost my envelope.
[CUSTOMER][NEUTRAL] Oh gosh.
[AGENT][POSITIVE] I can lose something sitting right in front of me, so I understand completely.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Do you get it totally, you get it. OK. Cause I was just now working on it.
[AGENT][NEUTRAL] I get it.
[CUSTOMER][NEUTRAL] On it, and I started thinking, my, my mammogram bag has two addresses, so I didn't know whether to send it to [PII] or to.
[CUSTOMER][NEUTRAL] [PII]. And now I can't find the envelope. Oh wait.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh gee.
[AGENT][NEUTRAL] I, I'm, I understand.
[CUSTOMER][NEUTRAL] I know. Is it a rainy day in the summer City?
[AGENT][NEUTRAL] It's, well, I'm actually in [PII].
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] No way. You're in [PII].
[AGENT][NEUTRAL] Yes, ma'am. I'm in [PII].
[CUSTOMER][NEUTRAL] I have my
[CUSTOMER][NEUTRAL] I have this all made out to [PII], so I've got to do it over [PII] so that they let some of you stay in [PII] and still work for them.
[AGENT][NEUTRAL] So actually we do have an office in [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And then of course, I work from home, we have, we work remotely and but the document portion is in [PII], you know, so that they can.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, upload the images into our computer so that the claims can be worked. That's why it goes to [PII]. Our imaging department is in [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Oh, the imaging departments in [PII]. OK. OK. And I called it my, I look forward to receiving my $75 wellness expense benefit. Is that what it's still called?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is. That hasn't changed.
[CUSTOMER][POSITIVE] That's good enough. OK.
[CUSTOMER][NEUTRAL] OK, and, and put attention claims department.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I love your attitude. You're just laughing should be funny and it's not.
[AGENT][NEUTRAL] You know,
[AGENT][MIXED] You, you know, I have to, yeah, I kinda have to laugh or else I'm gonna end up on the floor crying some days.
[CUSTOMER][NEUTRAL] But it should be
[CUSTOMER][NEUTRAL] I know, I bet cause you hear such sad tales. I bet you do.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEGATIVE] Oh my goodness, is it just, oh, is it just the saddest thing? People that are pet.
[AGENT][NEGATIVE] It just tears my heart apart.
[CUSTOMER][NEUTRAL] They're getting ready to pass away, some of them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, yeah, uh, it gets really awful.
[AGENT][NEUTRAL] It does.
[CUSTOMER][NEGATIVE] Oh dear. Well, you have a tough job then.
[AGENT][POSITIVE] But we have to have, but we have to have hope and faith regardless, you know.
[CUSTOMER][POSITIVE] Oh yes, and you encourage the people.
[AGENT][NEUTRAL] Regardless of the situation.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] I mean you.
[AGENT][POSITIVE] Just try to be a little light shining somehow.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] In the darkness.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] In the darkness, be the light. OK, I got you. I know that's, I think you're, it sounds like you're very good at your job.
[AGENT][POSITIVE] That's right
[AGENT][NEUTRAL] And you sound like you're a Christian too, so you get it, don't you?
[CUSTOMER][NEUTRAL] I am, and I get it, and I do, and I have had two friends that have survived it.
[CUSTOMER][POSITIVE] And then one of our big television announcers, she survived it. So they have a big walk for it in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To raise money for [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I do the cancer walk as well.
[AGENT][POSITIVE] For yes ma'am, for our, for our clients in honor of our clients. I do the [PII]
[CUSTOMER][POSITIVE] Oh, you do it? Yeah, I bet you have a heart.
[CUSTOMER][NEUTRAL] And I, oh.
[CUSTOMER][POSITIVE] That is so wonderful that you do that.
[CUSTOMER][POSITIVE] That's great.
[AGENT][POSITIVE] Well, you know, we've got to help each other whether it's in just in prayer or just in support. We've just got to start helping each other again.
[CUSTOMER][NEUTRAL] Going
[CUSTOMER][NEUTRAL] I know it instead of fussing and fighting and acting like a goofball.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Exactly. And now, I laugh a lot, but it's just my, it's just, you know.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, for some reason or other, I just have joy and that they can't take that away. They can't take my joy away.
[CUSTOMER][NEUTRAL] It just you
[CUSTOMER][NEUTRAL] No, and you spread it around, cause when you start laughing going, oh, I can lose things and be looking right at it.
[AGENT][POSITIVE] Right in front of my face. Exactly. I can.
[CUSTOMER][NEUTRAL] OK. So, well, do you want to mail that paper and have, uh, it doesn't say a doctor on it though.
[CUSTOMER][NEUTRAL] I, I don't see any kind of a thing for, for the doctor, but they sent me an extra
[CUSTOMER][NEUTRAL] page this time that, that has
[CUSTOMER][NEUTRAL] It has a
[CUSTOMER][NEUTRAL] Uh, uh, it, well, it just has more information.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Should, should I send.
[AGENT][NEUTRAL] Yeah, I, I think that that's gonna be fine, um, but we can definitely mail you a claim form.
[CUSTOMER][NEUTRAL] Mhm, but they would they rather have that?
[AGENT][NEUTRAL] Um, they may, I think that they're going to.
[AGENT][NEUTRAL] Process and pay from your information um but what we can do.
[CUSTOMER][NEUTRAL] From my sheet that says this.
[AGENT][NEUTRAL] Yeah, that you had that what we can do is we can mail you a claim form and then that way you can put it in your bag and have it for next year.
[CUSTOMER][NEUTRAL] OK, what?
[CUSTOMER][NEUTRAL] OK, and so this year just send this thing, this one paper that says this is not a bill, this is an itemization of your hospital services for blah blah blah, and it tells about the memo.
[AGENT][NEUTRAL] And it does show that, OK, yeah. As long as it shows.
[CUSTOMER][NEUTRAL] It tells the day.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The procedure code.
[CUSTOMER][NEUTRAL] And that it was an HC screening mam mammographic digital includes CID when performed.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'll just send that.
[AGENT][POSITIVE] Yeah, just send that. I think it'll be fine.
[CUSTOMER][NEUTRAL] I'll just send
[CUSTOMER][NEUTRAL] All right, sweetie, if it didn't they'll they'll send it back to me or something. I bet it'll be fine.
[AGENT][NEUTRAL] Yeah, I think
[AGENT][POSITIVE] I think it'll be fine for you.
[CUSTOMER][NEUTRAL] I'll put it in my bag. If you want to send it to me and I could put it in my bag for next year.
[AGENT][POSITIVE] We'll definitely do that. That's not a problem at all.
[CUSTOMER][NEUTRAL] How's that?
[CUSTOMER][POSITIVE] All right, that's easy and you're gonna um you've got my address and everything, don't you?
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Yes, me.
[AGENT][NEUTRAL] That's what we have on file.
[CUSTOMER][POSITIVE] All right sweetie, thank you.
[AGENT][POSITIVE] It's been such a pleasure, Ms. [PII]. Yes, sir, you too. I love your email address. So be happy.
[CUSTOMER][POSITIVE] Keep spreading the joy.
[CUSTOMER][POSITIVE] It's been a pleasure. OK, sweet.
[CUSTOMER][POSITIVE] Be happy.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] I know, and my tag does too on my car.
[AGENT][POSITIVE] Oh, I love it
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Well, it's been nice.
[CUSTOMER][NEUTRAL] But I didn't get the Y. I had to put an E. Did, did you know you can, you can only have one tag like alike? I mean, you can only have, you can't have two tags alike. So another lady in [PII] had the Y, so I picked the E.
[AGENT][NEUTRAL] Oh, did you?
[AGENT][POSITIVE] But that's smart. I would have never thought to do that.
[CUSTOMER][NEUTRAL] B E H A P P E. I know it. I could have picked an I or an E but I picked the E.
[AGENT][POSITIVE] I like that.
[AGENT][POSITIVE] I like to eat. These are cuter than I.
[CUSTOMER][NEUTRAL] But anyway,
[CUSTOMER][POSITIVE] Yeah, E cuter. Takes up a little more room on the tag. It's good. OK, sweetie, I'm gonna mail this really soon, today, maybe. All right. Take care.
[AGENT][POSITIVE] That's right.
[AGENT][POSITIVE] That's, that's right.
[AGENT][POSITIVE] All right. Well, it's been a pleasure and call us if we can be of further assistance for you. OK, Ms. [PII]?
[CUSTOMER][POSITIVE] Oh yes dear, I will for sure. OK, you've been very sweet thank you.
[AGENT][POSITIVE] All right. Thank you. You have a lovely evening. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye bye.