AccountId: 011433970860
ContactId: 7c02f248-a3b9-49fa-b193-4f366ae0728b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181410 ms
Total Talk Time (AGENT): 71036 ms
Total Talk Time (CUSTOMER): 81616 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/7c02f248-a3b9-49fa-b193-4f366ae0728b_20250512T18:31_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] Hey [PII], this is [PII]. Um, I was calling about, uh, trying to file a claim. I had my wellness business had my mammogram for my cancer policy, and normally I find the, the form, I think it's a C101-720, but I can't find it on your site anymore.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, for the, OK, so for the mammogram, you're gonna look for the wellness claim form. It should be.
[AGENT][NEUTRAL] So their pages, so it's probably on that last page there because it's in alphabetical order.
[CUSTOMER][NEUTRAL] OK, now don't I need to have the codes and stuff from the uh doctor's office when I upload all of that?
[AGENT][NEUTRAL] Yes, ma'am, or the um like the billing?
[CUSTOMER][NEUTRAL] Yeah, yeah, I have the letters that says I had the mammogram but I don't have the, I'll have to get the billing, uh, the code and everything, right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, and then on that um wellness claim form, it'll have like all the different tests you can choose from. You'll just check mammogram and upload the documents.
[CUSTOMER][NEUTRAL] Alright, that's kind of what I thought but I wanted to make sure I was correct. I, I gotta go by and get it, get the copy of the um.
[CUSTOMER][NEUTRAL] Billing that's got the codes on it but I was just making sure I was correct which one because I know y'all the site has changed so it's like OK I know I know what I'm looking for but I just don't see it so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just so that I can note your policy for you, Ms. [PII], may I have your policy number and a good contact number in case we were disconnected?
[CUSTOMER][NEUTRAL] I don't have my policy number in front of me, but I've got my, um, if you wanna look it up by my social, you can.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, that's fine as long as you're comfortable with it. I'm ready when you are.
[CUSTOMER][NEUTRAL] 427
[CUSTOMER][NEUTRAL] 193,030.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I think I've had this policy since I was [PII] old.
[AGENT][NEUTRAL] It's coming up now. I'm waiting for it. And I just need you to verify your date of birth. I'm sorry, I missed you.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] Should be [PII], that's [PII].
[AGENT][NEUTRAL] All right, so I will go ahead and note your policy for you, but yes, ma'am, um, it's the wellness claim form that you'll be using to um file for your mammograms, your, um, yeah, your mammogram service.
[CUSTOMER][POSITIVE] All right thank you so much I appreciate you.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That is it. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great week.
[CUSTOMER][NEUTRAL] You do.
[AGENT][POSITIVE] Thank you, bye bye.