AccountId: 011433970860
ContactId: b02c90d9-4382-491c-909d-ace4aa1ead6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1372969 ms
Total Talk Time (AGENT): 389649 ms
Total Talk Time (CUSTOMER): 352389 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/b02c90d9-4382-491c-909d-ace4aa1ead6b_20250317T21:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi. Um, I have a question about, um, a, um,
[CUSTOMER][NEUTRAL] Uh, a payment that I was given and I was trying to see because I, I didn't get the um.
[CUSTOMER][NEUTRAL] The form that I know or like a letter stating that I had pulled the money out or that was paid to me to, to file on my income tax. And I was trying to see if I can go on the website.
[CUSTOMER][NEUTRAL] To like get it so I could file it on the income tax you.
[AGENT][NEUTRAL] Um, let me check and see what type of policy you have first and then we can go from there. Do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is, let me see let me see, um this one is 25 26 414.
[AGENT][NEUTRAL] OK. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII], um [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII], uh sorry, [PII] is my email address [PII] is my address.
[CUSTOMER][NEUTRAL] You asked me something else date of birth.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, my date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, bear with me.
[AGENT][NEUTRAL] What I have on this one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have a sore right here. I'm good. I got scratchy. OK, I'm on the phone. OK.
[AGENT][NEUTRAL] OK, so it looks like you're still with uh [PII] Ward [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, OK, so usually you get that information for the taxes from them we do not send those out.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] For, for the
[CUSTOMER][NEUTRAL] Cause I've got one in the past.
[AGENT][NEUTRAL] From us, um, we will only send one out if we have send the payment, like a large payment and we need to send you something to file the taxes. Um, let me check on the old policy, what we have.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And I had a large payment. That's what I'm trying to call y'all before y'all call me.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, OK. No, usually that's, yeah, that's handled whenever we send a large payment, um, then we have to go ahead and report that, so you get that tax form. But if there's not been any large payments on past year like [PII], then we don't send up now. It does. OK, alright, let me check on this other policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But it has been. It was, it was.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] It was filed on um I got a check on [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so this is for [PII].
[AGENT][NEUTRAL] OK, let me check on this one because I do see a payment, but it was for the year of [PII] um for chemo treatment.
[CUSTOMER][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, the check that was.
[CUSTOMER][NEUTRAL] I filed for it in uh on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The it was completed on [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Yes. I do see that one. I see that payment.
[CUSTOMER][NEUTRAL] So I should have gotten from that. Mhm.
[AGENT][NEUTRAL] Mm, OK, and yeah, let me check on that one because again that the payment was for [PII] even though it processed on the [PII], but it was for the year [PII]. Let me check and see how they're gonna do this one, OK? Let me check with customer service really quick. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][POSITIVE] Hey, I'm just grand, so how about you?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] Oh Lord, I am just beyond grand.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Oh yeah, I.
[AGENT][NEGATIVE] Um, well, I think I called you, but I think I'm calling the wrong department anyway.
[CUSTOMER][POSITIVE] Oh Lord, let's hope so. Oh God, let's hope so. What you got, darling? What you got?
[AGENT][NEUTRAL] Uh yeah, I think it is. I, I'm just looking at the uh uh guru and I'm like, wait, I'm supposed to call claims not customers.
[CUSTOMER][NEGATIVE] 00, that works so. Oh God, these calls have been, I, I know we don't get what y'all get, but oh dear God, they're awful today. I don't know what's in the air, but it's awful.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No
[AGENT][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] is the pollen
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you. Thank you. [PII]. OK, that's what we're gonna go with. I'm with you on that.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, yep.
[AGENT][NEUTRAL] Yeah, I just need, yeah, I need a 1099, but yeah, yeah, it says to send a request to claims, but this one is so weird because it's like, I, I don't know, I don't, I don't even know if she's getting one. OK, well, thank you, thank you. Let me try to call claims and see what they say.
[CUSTOMER][NEUTRAL] OK, darling.
[CUSTOMER][NEUTRAL] Anytime, anytime. OK, dear. All right. Bye. Bye.
[AGENT][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] My chest is hurting.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you for holding, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm trying to figure out what happened to yours. You should have received it already. It looks like it was sent out on the last day on January.
[AGENT][NEUTRAL] So I'm not really sure what happened to yours, and they're trying to search and see if they can find it, OK? Because you should have received it by now.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it's gonna be a little bit
[CUSTOMER][NEGATIVE] I didn't get anything.
[AGENT][POSITIVE] OK, yeah, I, I, I, I told her that, so she's gonna go ahead and see what we can do about it, OK? It's gonna be one more minute, OK? Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. OK, um, what I did, I went ahead and send another request over to customer service. Um, I did put your callback number just in case, um, so they can go ahead and work on that and if they have any questions, they'll call you, OK?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can that be emailed to me or no?
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] Can the, the form be emailed to me or it has to be mailed to me?
[AGENT][NEUTRAL] Um, let me see, uh, let's just let her go. I think it has to be mailed because you, it's a document that you you need to take with you. It's a 1099. Um, so more than likely they're gonna send it by mail. I can, I'll go ahead and add to see if they can send it by email, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'll go ahead and send that request over in the case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said it said 1099. OK, 1099.
[AGENT][NEUTRAL] Yeah, it's, it's gonna be a 1099 because we did send out a payment, and it was a 15,000 payment. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And then I have another question.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, if, uh, I'm looking at the.
[CUSTOMER][NEUTRAL] And what we qualify for.
[CUSTOMER][NEUTRAL] I'm sorry. I'm, I had it right here and then I messed it up. OK, so down at the bottom, if you are having like a cancer screening.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, trying to find where I was reading it. I'm sorry.
[AGENT][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Uh, OK, so, um, like, say for instance.
[CUSTOMER][NEUTRAL] I saw it where we
[CUSTOMER][NEUTRAL] If it's um if you're getting ovarian um or cancer screening.
[CUSTOMER][NEUTRAL] Is that the one, it says that it's paid out for $10 is that, uh, is that, um.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] If I had to have a pap pap smear?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it came out um no so do do you get paid for the Pap smear for the wellness one? Or do you get paid for the, if you have to have an additional one that came out abnormal.
[AGENT][NEUTRAL] Like a follow up.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, let me check and see if you have follow-up benefits. OK, one moment.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] OK. Yeah, you do have follow-up um benefits, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. Uh, so your diagnostic testing is $50 and that's one test per year per covered person. And then if, uh, if it was abnormal and they need to do a follow-up diagnostic test, then it's $100 and that's one time per cover person per calendar year as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So you get E R?
[AGENT][NEUTRAL] No, if you, you do the beginning one, like let's say you go in for a pap smear and it comes uh not normal, and they say, OK, so we're, we will have to just get like um another one. So we'll pay $50 for the first one and then we'll go ahead and pay $100 for the next one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, OK, so I, I submit the receipt for the first one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then or do I submit the receipt at the same time for both of them?
[AGENT][NEUTRAL] You can submit, um, well, right now we're not really asking for the first one, we're not asking for any documents. So for the first test, all you need to do is fill out the claim form, the wellness claim form, or if you do it online, it's just an electronic formation where you just fill everything out and just send it in.
[AGENT][NEUTRAL] Um, that's for the first screening test. And then if you have the follow-up, then you'll go ahead and send in um that request, that form, and you're gonna go ahead and add that is a follow-up and you will send us a um itemized bill or a receipt for the second one.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] More than likely it's gonna be an itemized bill for the 2nd 1.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And then for the medical, um,
[CUSTOMER][NEUTRAL] The medical, um, I'm looking at it, um, imaging.
[CUSTOMER][NEUTRAL] That's if they have to look at your bones or anything.
[AGENT][NEUTRAL] No, that would be if it came back positive for cancer, then uh you will qualify for that one.
[CUSTOMER][NEUTRAL] OK, OK, but the other two for the cancer screening, that's only to check.
[CUSTOMER][NEUTRAL] The, the first one was.
[CUSTOMER][NEUTRAL] I guess because I, I did, OK, so the Pap smear would be the first one, correct? That's what you're saying just a regular Pap smear if I went in and got a pap smear.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Then the second one would be if they call me in and say hey we need to do further testing.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] But, but do you have to be diagnosed positive?
[AGENT][NEUTRAL] Not for the follow-up. For the medical imaging, yes. For the medical imaging, which is the $500.01 it is following a diagnosis of cancer. So that one is if it came back cancerous, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, because this one is different than the, I think some of this is different than the first policy I was under, I think they changed some of them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah, it did. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK. OK. Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Yeah, right. Well, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye.
[CUSTOMER][NEUTRAL] And