AccountId: 011433970860
ContactId: 8e6e8f32-c47e-43ec-b136-018f8c066bd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375049 ms
Total Talk Time (AGENT): 94752 ms
Total Talk Time (CUSTOMER): 99606 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/8e6e8f32-c47e-43ec-b136-018f8c066bd5_20250418T18:24_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] Yes, my name is [PII], and I have sex in a claim form, wellness claim form. I wanna know if you guys got it.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] For sure, I can check and see if we got it, Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number with you?
[CUSTOMER][NEUTRAL] Uh, hold on, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, uh.
[CUSTOMER][NEUTRAL] I have it. I gotta look to see where I ordered it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, I, I know I wrote it on the paper.
[CUSTOMER][NEUTRAL] hold on please.
[AGENT][POSITIVE] Sure, yes, no worries.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 01788671.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] OK, [PII], oh my uh birthday is [PII].
[CUSTOMER][NEUTRAL] Address is [PII] and my email is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It looks like we received uh a claim today.
[AGENT][NEUTRAL] Um, and it looks like it's in line to be processed. Did you send it by fax?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, we received that today. So it is a line to be processed. The normal processing time is 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what all, what all, I guess I don't have the book to let me know, but what all can be.
[CUSTOMER][NEUTRAL] You know, like what you could get, you could claim on, I know you can do a mammogram screening, right? What about an X-ray or chest X-ray?
[AGENT][NEUTRAL] Yeah, Chase X-rays is also one. We pay one per year and we don't have timely filing limits, but it is one per year. Um, you started the policy on [PII] with this one that I'm looking into. Um, so you can submit any claims, um, from [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] But yeah, it's just one test per year.
[CUSTOMER][NEUTRAL] 01 test per year. Oh wow, cause I know I have, um, I, I had a chest X-ray last year. I didn't, I didn't swim. I don't think I put that on, huh.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can check and see if you claimed last year, bear with me.
[CUSTOMER][NEUTRAL] But I don't, I, I didn't say it though. I didn't say that one, but um, I, I did one last year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A chest X-ray, but I didn't, I didn't really remember. I always do, I always send in the mammogram, but I can only get there for one though, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Correct. It's just one per year. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, that's wondering.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.