AccountId: 011433970860
ContactId: 79390827-3b81-4e56-a448-e289ee8e32be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271600 ms
Total Talk Time (AGENT): 139995 ms
Total Talk Time (CUSTOMER): 98101 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/79390827-3b81-4e56-a448-e289ee8e32be_20250204T17:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, can you tell me if this policy has uh any cash value?
[AGENT][NEUTRAL] OK, um, can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. What is your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um 012.
[CUSTOMER][NEUTRAL] 11193
[CUSTOMER][NEUTRAL] I just called. I forgot to ask the last representative. I'm sorry.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] OK, let me look real quick for you, Ms. [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], um, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then also, can you verify your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it looks like I have your work email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then I did uh notice that the uh phone number that you gave me to call you back on if we get disconnected, is that your cell phone number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm it is ending in [PII] mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. I appreciate that so much. OK, so looking at this policy, this is a group cancer policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And, and it lapsed on [PII] and it is no longer active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, mm.
[CUSTOMER][NEUTRAL] OK, before it lapsed, was it a cash value?
[AGENT][NEUTRAL] No, ma'am. It's just the cancer policy.
[CUSTOMER][NEUTRAL] Why is it that? It's just the cancer policy. OK, now, um, in that policy, I saw where whenever I did mammograms and things of that nature, um, well, I think I saw that, uh, there's um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] A reimbursement.
[CUSTOMER][NEUTRAL] For the mammograms is set up, you see where I saw that. OK, how far back am I able to go to, uh, apply for that?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, you can file a claim. Your effective date of this policy was [PII].
[AGENT][NEUTRAL] And it lapsed on [PII], so in between [PII] and [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] While the policy was active.
[CUSTOMER][NEUTRAL] OK, and the
[CUSTOMER][NEUTRAL] OK, and the form would look like what?
[AGENT][NEUTRAL] You're gonna do the wellness form. I'm gonna uh give you the website to go to. It is um [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're gonna go to claims and forms.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you're gonna choose the wellness form that'll be the form that you need to fill out.
[CUSTOMER][NEUTRAL] And what do I need to uh include in that with that form?
[AGENT][NEUTRAL] For the wellness form you'll need to have the.
[AGENT][NEUTRAL] Let me look at it real quick. When you download the form, it gives you a little section at the top and it says complete the statement of insured sections A through F and completing section G. Um, it's not required, but however, completing this section will reduce delays in processing. So you'll need your um itemized statement.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With the procedures and diagnosis codes from the facility that you went to for your mammogram.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, thank you so very much, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK, you have a great rest of your day, Ms. [PII] and thanks for calling APL.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.