AccountId: 011433970860
ContactId: 9536cd47-6bc1-431a-9608-2a782cc3c4ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296540 ms
Total Talk Time (AGENT): 168486 ms
Total Talk Time (CUSTOMER): 101412 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/9536cd47-6bc1-431a-9608-2a782cc3c4ea_20250430T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, [PII], I work for Bowman ISD and for a while we had the, um, cancer insurance where you get reimbursed for, you know, wellness exams, and, uh, I want to see, I have a few claims that I want to send off to see if I can get reimbursed for. I think I have the right policy number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so you're just needing assistance in uh filing those claims, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK yeah I can help you with that um what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and this was for your individual policy, right, [PII]?
[CUSTOMER][POSITIVE] Yes, for yes.
[AGENT][NEUTRAL] Got it OK um first can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 617.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then, uh, yes, if you've got that policy number, please.
[CUSTOMER][NEUTRAL] I think it's 1211125.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just gonna verify some information really quick, [PII]. uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, um, let's see.
[AGENT][NEUTRAL] Alright, give me just a moment here. So at this time I'm not showing that you have an active policy with us at this time, [PII]. Uh, the last policy that you had was, uh, it terminated [PII]. So if you have an active cancer policy, it's going to be through a different provider. Uh, I would get with your uh employer and find out who that might be through.
[CUSTOMER][NEUTRAL] Yeah, I'm aware of that, but I talked with somebody a couple months ago and I, you know, I didn't say I still can file on some claims that I had in the past for.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yes absolutely yes I'm so sorry about the confusion I thought you meant currently OK yes so any that were active um until that point, yes, that is perfectly fine. I apologize. OK, so since uh it is no longer active unfortunately uh you would not be able to file using our online portal um so your only options would be to send it through the mail or through fax and I can give you um that information whenever you're ready.
[CUSTOMER][NEUTRAL] That's what I need to do.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. Now what about the form? Is it a form that you could email me?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] I can absolutely email it um they're also available on our public website uh it's [PII], um, but I can send that email to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know what, I may have.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, if you'll send me an email, it's it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment, let me see.
[AGENT][NEUTRAL] [PII]. OK, yes, um, I can send those to you and these were just for, um, wellness, correct? It wasn't actually for any treatment of cancer, is that right?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, no, no, no, no, no, just wellness, just wellness, and I, I, it's only one date that I think I have, I did it from [PII], but I think it's only one date, one, claim that I didn't file, but I'll just send it all just in case.
[AGENT][POSITIVE] Got you OK.
[AGENT][NEUTRAL] Sure, OK, so I will let you know as well, um, you had two policies with us and the first policy number you gave me, that one was active from [PII] up until [PII], and then you had one after that, um, and that one was active from [PII] to 24 and I can give you that policy number when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, that is 23.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 75.
[AGENT][NEUTRAL] 361.
[CUSTOMER][NEUTRAL] OK, 223-75361?
[AGENT][NEUTRAL] Correct, that's the most recent one that um was from 23 to 24.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 23 to 24, OK.
[AGENT][NEUTRAL] Well, September 23 to 24, yes.
[CUSTOMER][POSITIVE] All [PII].
[CUSTOMER][POSITIVE] OK, OK. All right, thank you so much.
[AGENT][POSITIVE] Alright, well I will get that sent of course. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, that's it.
[AGENT][POSITIVE] Alright, well thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye bye.