AccountId: 011433970860
ContactId: 8dd2f677-78b3-4c26-9ddc-29e527bb9d20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299519 ms
Total Talk Time (AGENT): 124454 ms
Total Talk Time (CUSTOMER): 150277 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/8dd2f677-78b3-4c26-9ddc-29e527bb9d20_20250207T22:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and every year I forget to send in my claim for my mammogram and I went this week I thought, OK, I've got to do this.
[CUSTOMER][NEUTRAL] Because I always forget.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, is there a way that I can fill out the form and scan it and email it?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because I don't have a fax machine at home.
[AGENT][NEUTRAL] For the wellness.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, right now for the wellness, have you registered online to, to send claims by by electronic or no?
[CUSTOMER][NEGATIVE] No, I've never even logged into y'all site because like I said, I forget about it every year. I've been paying for it for all these years and I forget to do it every year.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, I don't.
[AGENT][NEUTRAL] OK. Um, yeah, that will be the fastest and easiest way because it doesn't take long at all, and then you can do it electronic. But um let me go ahead, um, do you have the policy number?
[CUSTOMER][NEUTRAL] Um, where would I find that information from my school district? I don't even know where to look for that.
[AGENT][NEUTRAL] Oh, have
[AGENT][NEUTRAL] OK, did you receive a booklet from us with the benefit information?
[CUSTOMER][NEUTRAL] No, my district has it all online. We're supposed to just look on there.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Got you. OK, um, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and let me have the spelling of your last name.
[CUSTOMER][NEUTRAL] Oh, it says I have a log in so maybe I, I don't know, I didn't think I'd ever log oh it says I've expired, huh, did not know.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm. It's OK. It's OK.
[CUSTOMER][NEUTRAL] Sorry. OK.
[AGENT][NEUTRAL] Mm OK. Um, let me have the spelling of your last name so I can look for your account.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] OK. And the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII] is the main thing that's.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. And let's see. I think I found you. OK, I need to verify the date of birth, mailing address and email address just to make sure this is your policy.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm sorry, what did you ask for?
[AGENT][NEUTRAL] Date of birth, mailing address and email address.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII]. Uh, I don't know if you have the correct address or not because I moved last summer. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I forgot what else you asked me. I'm trying to do too many things at one time.
[AGENT][NEUTRAL] The email
[AGENT][NEUTRAL] It's OK, the email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, that's what we have.
[AGENT][NEUTRAL] OK, thank you. All right. And um are you trying to go ahead and get in the website or is that what you're trying to do right now?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm in it now. It's just I'm looking at showing my policies.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I wonder what the last. Oh, it's because my district, the way they pay it, OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um, I see where it says upload documents file a wellness claim. OK, so that's where you're saying I'd do that, OK, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, just click on file on this claim. Mhm.
[CUSTOMER][NEUTRAL] So like the files to show that I did, uh, my mammogram, do I just need like a report of the findings from UT Southwestern after they read the X-ray? Do you need that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, you don't need any type of documents and you just fill out as best as your knowledge on the claim form, on the electronic claim form and just include the a name and a phone number for the physician, so if we need to verify that information, but that's all we need. We don't need any type of documentation right now. It's just a claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I appreciate it thank you so much for your help.
[AGENT][POSITIVE] It's really simple. You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] No, but I said just have a blessed weekend. That's all.
[AGENT][POSITIVE] Oh, you too, Ms. [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.