AccountId: 011433970860
ContactId: 7986c50e-b72e-4618-8349-c71315cfab28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473839 ms
Total Talk Time (AGENT): 150577 ms
Total Talk Time (CUSTOMER): 202930 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/7986c50e-b72e-4618-8349-c71315cfab28_20250407T21:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am. I probably pushed the wrong button, um, but I, I was filling filling out the wellness claim form.
[CUSTOMER][NEUTRAL] And I wanted to make sure where I send that to.
[AGENT][NEUTRAL] OK, now you do have 2, well actually 3 options. Let me pull that up. May I have your name please?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] And [PII], can I please have a call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number to pull that up in the system?
[CUSTOMER][NEUTRAL] Um, now that's, that's another question I have, um, do you want my.
[CUSTOMER][NEUTRAL] That's what I don't know.
[CUSTOMER][NEUTRAL] It's through um my work.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't know, I don't know where to find that information.
[AGENT][NEUTRAL] OK, may I have your social please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And could you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I do have two more things that I need to verify that is the mailing address and an email address listed on file.
[CUSTOMER][NEUTRAL] Email address is [PII].
[CUSTOMER][NEUTRAL] S Randall.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In a mailing address or a physical address?
[AGENT][NEUTRAL] The mailing address that is listed on file.
[CUSTOMER][NEUTRAL] Because I have
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] OK, now in regards to the email address that's not the one that we have on file.
[CUSTOMER][NEUTRAL] OK, is it [PII]? I mean [PII]? I can't even get all that out.
[AGENT][NEUTRAL] Yes, that's it. I did.
[CUSTOMER][NEUTRAL] I wasn't sure if it was my home OK.
[CUSTOMER][NEUTRAL] The work email.
[AGENT][NEUTRAL] Did you need it to be updated to?
[AGENT][NEUTRAL] You're home?
[CUSTOMER][NEUTRAL] No, um, no, it's fine. You can just, I, I still, I'm still at that position, so yeah, I can still use that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, and thank you so much for verifying your policy, [PII], and I'm pulling the mailing information up for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So for the submission, you have the option to submit it via mail, fax, or the secured portal.
[AGENT][NEUTRAL] Which one would you like for me to give you?
[CUSTOMER][NEUTRAL] I guess that when I tried to do it online, I guess I, I guess I've entered the wrong information because I didn't have the policy number um and I was trying to do that but I.
[CUSTOMER][NEUTRAL] Didn't have all that information, so what would be the easiest.
[AGENT][NEUTRAL] OK, now I can go ahead and give you your policy number as well.
[AGENT][NEUTRAL] But the other options will either be fax or mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And is that the uh PO box 4298 I can't even read 428,950 [PII].
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] 248,950. Yes.
[CUSTOMER][NEUTRAL] Yeah, and then the fax number I guess it's on the bottom of the form is what I'm looking at.
[AGENT][NEUTRAL] Yes, the [PII].
[CUSTOMER][NEUTRAL] OK. I'll just do one of those, um.
[CUSTOMER][NEUTRAL] But do you mind giving me my policy number?
[AGENT][NEUTRAL] Sure, are you ready for it?
[CUSTOMER][POSITIVE] I am ready.
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 54
[AGENT][NEUTRAL] 0450.
[CUSTOMER][NEUTRAL] OK, 02540450.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, OK, great. I think that's all that I need.
[AGENT][NEUTRAL] OK, well, I do wanna go ahead.
[CUSTOMER][NEUTRAL] Uh, well, I got, I got another question. So,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, so for each.
[CUSTOMER][NEUTRAL] Claim I need to I can't, I need to have it for each procedure I need to have it on a separate claim, is that correct?
[AGENT][NEUTRAL] Are you submitting them in all together?
[CUSTOMER][NEUTRAL] Or each doctor performing.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so if you're submitting it in all at once, you only need one claim form.
[CUSTOMER][NEUTRAL] Oh, and just put, well, I guess the question why I was asking that because on the form it has the physician's name.
[CUSTOMER][NEUTRAL] And so each physician is different.
[AGENT][NEUTRAL] Yes, but I
[AGENT][NEUTRAL] OK, but the I think the only time that you would need that is if you're needing other codes or some information that is listed on there. Let me see if I can pull a wellness claim form up for you.
[AGENT][NEUTRAL] Because you shouldn't have to send anything to the provider.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Because it just says about your medical provider.
[AGENT][NEUTRAL] Yes, that was if we requested any information that will come from the provider then that provider will have to get that form, fill it out, sign it.
[AGENT][NEUTRAL] And dated and then you will have to submit that in to us.
[CUSTOMER][NEUTRAL] Oh, that's section B.
[CUSTOMER][NEUTRAL] So I didn't need to put the today the the date on there that could that goes to the.
[AGENT][NEUTRAL] Yes, it's
[CUSTOMER][NEUTRAL] Does that go? OK, I'm confused now.
[AGENT][NEUTRAL] I'm getting ready to pull it up so I can see.
[CUSTOMER][NEUTRAL] No signature of insured.
[CUSTOMER][NEUTRAL] Because I was actually reading all the instructions. I don't usually do that.
[AGENT][NEUTRAL] Really the only information that we would need is your name, your date of birth, your mailing address, your signature and the date that you sign it.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Then the documentation that needs to be received.
[CUSTOMER][NEUTRAL] And the documentation is like a receipt from the doctor's office.
[AGENT][NEUTRAL] Yes, any statement or anything because they don't go off of receipts, it's just a statement.
[CUSTOMER][NEUTRAL] Or you just need, oh.
[CUSTOMER][NEUTRAL] OK, so I need a statement.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I could put all of it all on one on one form.
[AGENT][NEUTRAL] Yes, if you're submitting it all together, it should be able to be received with just one form.
[CUSTOMER][POSITIVE] OK, awesome. I think that is all I that I need. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life, [PII] have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye