AccountId: 011433970860
ContactId: a5adba43-c46b-494f-bf2c-908654558e01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373380 ms
Total Talk Time (AGENT): 158991 ms
Total Talk Time (CUSTOMER): 60564 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/a5adba43-c46b-494f-bf2c-908654558e01_20250512T14:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi and I'm looking online and I wanna make sure because I submitted for two claims for wellness and I'm not sure if it went correct or I did double the same thing.
[AGENT][NEUTRAL] OK, so you just want to check and see if the claim is here?
[CUSTOMER][NEUTRAL] Yeah, I did 2 different claims, but it looks like I did the same thing for all of them instead of different ones.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, I understand. I can look and see for you. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] And Ms. [PII], may I have your um policy number?
[CUSTOMER][NEUTRAL] I I don't know my policy number.
[AGENT][NEUTRAL] OK, um, I can look your policy up with your social if you like, or I can use your first and last name.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Social [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And which policy um would this be for?
[CUSTOMER][NEUTRAL] Um, well, I do wellness. I'm not sure.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Wellness is, well, let me look at all of them because all of them could have wellness. Hold on one second, let me get them.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. Um, so which one is this? This is your accident policy I pulled up first. Um, I do see that something came in on [PII]. Let me see if I can view the documents. Hold on one second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] They're the pages are um populating now. This one looks like it's 6 pages. I'm waiting to see what it is so I can try to describe it to you.
[AGENT][NEUTRAL] It's this one for.
[AGENT][NEUTRAL] OK, yeah, this is the wellness claim. So there's one on the accident um policy and let me check your other one. You said you submitted two, but you think it did the same thing twice?
[CUSTOMER][NEUTRAL] Right, because it was one for a um colonoscopy and the other one was for like a sleeping test. I forgot what it's called.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Does that, is that one like a wait, what was that one called? Hold on.
[AGENT][NEUTRAL] Neuroimaging study.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's the sleep one? OK, so that's the one that's on the accident policy. So let me see what this one is.
[AGENT][NEUTRAL] Hold on one second, I'm just waiting for it to come up.
[AGENT][NEUTRAL] All right, so the speed test is on the accident.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's try this one, see if there's anything on here. Hold on one second.
[AGENT][NEUTRAL] And there's also one on the group critical illness one. Let's see what this is.
[AGENT][NEUTRAL] Oh yeah, it's the same thing. So the the neuroimaging, the um wellness form with the neuroimaging is on both the critical illness policy and the accident policy.
[CUSTOMER][NEUTRAL] OK, so I didn't send. OK, so I have to do the other one then the other one didn't go through, I think.
[AGENT][NEUTRAL] Let me, you got one more policy, let me check that one just to make sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, this one has one too, so what's this one, hold on one moment it's coming up now.
[AGENT][NEUTRAL] So, I'm waiting for my, I think it froze. Hold on one second.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, this 3rd 1 says the same thing. So the neuroimaging study is on all three of the policies. So we just need this, the whichever, I forgot what you said it was, but the second one.
[CUSTOMER][NEUTRAL] OK, alright, so I'm gonna do the other one now because the other one looks like it didn't go through.
[AGENT][NEUTRAL] Yes, and then once we get that, we'll just go ahead and put that in for processing as well.
[CUSTOMER][POSITIVE] I appreciate it thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right, thanks for calling APL. I hope you have a great week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.