AccountId: 011433970860
ContactId: a1c208bc-b6ac-4d3c-a3c8-7c10bb01fb5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343200 ms
Total Talk Time (AGENT): 140973 ms
Total Talk Time (CUSTOMER): 104684 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/a1c208bc-b6ac-4d3c-a3c8-7c10bb01fb5f_20250220T17:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I just spoke to someone not too long ago inquiring about my policy number, and then she told me that I actually don't have y'all's policy anymore, um, but she did say I could still file the claims for when I did.
[CUSTOMER][NEUTRAL] But I needed to know like when did I get your service and how far back can I go?
[AGENT][NEUTRAL] OK, uh, Ms. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2397573
[AGENT][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and verify your date of birth and mailing address for me, please.
[CUSTOMER][NEUTRAL] [PII] and my address is [PII].
[AGENT][NEUTRAL] OK. And this is for cancer policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, see.
[AGENT][NEUTRAL] Well, you've had uh one well.
[AGENT][NEUTRAL] Um, I would say you can go as far back as [PII]. Have you been diagnosed with cancer or are you just trying to find like wellness claims?
[CUSTOMER][NEUTRAL] No, only the wellness claims.
[AGENT][NEUTRAL] Uh, you can go as far back as, oh, go ahead, I'm sorry.
[CUSTOMER][NEGATIVE] And my employer never.
[CUSTOMER][NEUTRAL] My employer never told me about this.
[CUSTOMER][NEUTRAL] So once I found out, then it was too late, but then the nice lady who I spoke to told me I could go backwards.
[AGENT][NEUTRAL] Uh, yes, ma'am. Um,
[AGENT][NEUTRAL] Uh, you can go as far back as [PII].
[CUSTOMER][NEUTRAL] OK, and then I have it on my husband and little girl, so that's OK for them too?
[AGENT][NEUTRAL] Well, and as far as the wellness, it's for cancer screenings, like if you had a mammogram or a Pap smear or if your husband had a colonoscopy or PSA.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] Yes, he, yes, he has his colonoscopy every 2 years because he's high risk.
[AGENT][NEUTRAL] OK, so yes, ma'am, he can uh submit, um, you can submit a claim for him as well.
[CUSTOMER][NEUTRAL] OK. And is there anything for children besides cancer?
[AGENT][NEUTRAL] Not really, since it's a cancer policy, so the wellness screenings are for cancer screenings.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So I just send a form for each one.
[AGENT][NEUTRAL] Um, you can, yes, ma'am, uh, you can send a claim form for each one. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] So for
[CUSTOMER][NEUTRAL] I mean, uh, like one form for [PII] and then when he had it again two years later another form I can't put them all on the same form is what I'm asking.
[AGENT][NEUTRAL] I don't believe so, but let me double check. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Uh let me see.
[AGENT][NEUTRAL] Oh, there it is.
[AGENT][NEUTRAL] And let me see.
[AGENT][NEUTRAL] It really doesn't say that it has to be one per.
[AGENT][NEUTRAL] Uh, test
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That it might be easier.
[AGENT][NEUTRAL] It may be easier, yes, ma'am. Um, especially if, cause
[CUSTOMER][NEUTRAL] OK, I'll do them individually.
[AGENT][NEUTRAL] Yeah, especially if it's for a specific date of service because they like on the claim form, they have one for colonoscopy, but then they ask for the service date, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm thinking just to make sure that it's taken care of like it's supposed to, if you can do one for um each time, each claim would be fine.
[CUSTOMER][NEUTRAL] OK, I will do that and then I know it says just data service. I don't need like the results of the test attached or?
[AGENT][NEUTRAL] Uh, no, we don't require that any longer, just a claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then your fax number, who do I fax it to?
[AGENT][NEUTRAL] Uh, fax number [PII].
[AGENT][NEUTRAL] [PII]. Attention claims department.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, yes, ma'am. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] OK, well I thank you for calling APL and you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.