AccountId: 011433970860
ContactId: aee325b8-2305-4d5c-aa8d-ac43b4de9943
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321600 ms
Total Talk Time (AGENT): 127209 ms
Total Talk Time (CUSTOMER): 178296 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/aee325b8-2305-4d5c-aa8d-ac43b4de9943_20250210T18:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling Apiar's [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and um
[CUSTOMER][NEUTRAL] I'm, I'm not sure if I've called the right agency. When I retired, you know, I carried over some of those insurances or whatever, and I pay them direct, so I don't know, but my question is, is this where I have my cancer policy? I remember before, uh, I sent out a reimbursement form, you know, for my mammogram, and I'm trying to do that again, but I really don't know, I didn't know if it was Cigna. I mean, it's so much stuff, so can you check and see if it's with APL?
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] [PII]. Thank you.
[AGENT][POSITIVE] No problem. Uh, give me one second.
[AGENT][NEUTRAL] And what was your last name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And lastly your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], thank you for that. And you said you wanted to see if you have a cancer policy with us?
[CUSTOMER][NEUTRAL] Yes, and I know that I used to, um.
[CUSTOMER][NEUTRAL] And I don't know.
[AGENT][NEUTRAL] So, yes, ma'am, you do have a cancer policy with us. Um, it's been active since [PII].
[CUSTOMER][NEUTRAL] Right, OK, so what I need now is the can, and I'm thinking I went to a website which would have been what, a year ago to get the reimbursement form for the mammogram. That's what I'm trying to get now.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. So you can go to our website and download um it's a, excuse me, it's a well wellness form um and you can, and you can fill it out um and send it in. Um, um, I can tell you, you can, you can submit mammograms for 21. So the last time I received one is for for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Whoa. OK.
[AGENT][NEGATIVE] And we never received one for 18 or 19.
[CUSTOMER][NEUTRAL] OK. So now you're saying I can submit for which years now?
[AGENT][NEUTRAL] So we never received one for 18 and 19?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the 21 through this year.
[CUSTOMER][NEUTRAL] Oh wow. OK. OK. And so that would, of course, that have to from the clinic, right? Something from the clinic, of course, right?
[AGENT][NEUTRAL] Um, you can send in something from the clinic or you can just put the, the dates in the clinic where you got them done on that claim form and you can put them all on the same claim, but you don't have to send in multiple claim forms.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Wow, wow. And see, I think a couple of years, I kind of probably just forgot to do that to, to for the reimbursement. OK. So, uh what's the uh website?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII], is that what you said?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. And so one other thing, like I said, I, a lot of this stuff is set up through bank draft which how do I ask which, um.
[CUSTOMER][NEUTRAL] I mean it does it I don't recall anything in my bank statement from APM public so what's what's the payment made to?
[CUSTOMER][NEUTRAL] You know what I'm trying to ask.
[AGENT][NEUTRAL] Um, I can tell you the, the premium, um, the premium is, um, 75.
[AGENT][NEUTRAL] Um, but it might say American public life, or it might say APL or it could say American Fidelity.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, this is just crazy so but I mean it is up to date, right? The payments are, right?
[AGENT][NEUTRAL] Yeah, I don't see um.
[CUSTOMER][NEUTRAL] Because like I said, it's a bank draft, but I get so many, uh, and I think I do pay something that's 75 per quarter I think maybe that's why does that, is that right?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah, because it's um it's showing 75, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's not monthly but it's quarterly I think I remember that now, OK.
[AGENT][NEUTRAL] Yeah, I'm looking in the notes because it looks like you called um back in 22 or 20, but I'm just reading what it says.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it shows that you pay semiannually, um, billing.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Oh, OK, that's what it is and that's why I don't see it monthly. OK. All [PII]. I really appreciate your help so much. Thank you.
[AGENT][NEUTRAL] No, no problem, Ms. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, ma'am bye bye.
[AGENT][POSITIVE] Bye, thanks for calling April. You have a wonderful day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Uh-huh, bye-bye. You too.
[AGENT][NEUTRAL] Uh-huh.