AccountId: 011433970860
ContactId: b07223b2-0ddc-41ce-8f6d-876944554ef5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260548 ms
Total Talk Time (AGENT): 89589 ms
Total Talk Time (CUSTOMER): 137454 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/b07223b2-0ddc-41ce-8f6d-876944554ef5_20250115T22:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Uh, yes, good afternoon. Um, I
[CUSTOMER][NEUTRAL] was looking, I don't remember. I have the American public Cancer.
[CUSTOMER][NEUTRAL] On my husband and myself and we have the wellness benefits you can file on and I was looking back for [PII] and I know I filed for myself, but I don't think we filed one for him. Is there any way if I give you my policy number, if you could tell me if we submitted it one in for, for him.
[AGENT][POSITIVE] Sure, I can assist you on your wellness benefit. Can I have um your name, please?
[CUSTOMER][NEUTRAL] OK. My name is [PII].
[AGENT][NEUTRAL] [PII], can I have a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] May I have your policy number, please?
[CUSTOMER][NEUTRAL] It's 00.
[CUSTOMER][NEUTRAL] 771,270
[AGENT][NEUTRAL] All right, thank you. One moment please while I pull up your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Could you please verify your date of birth, address and email address, please?
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Address is [PII]. Email is [PII].
[AGENT][NEUTRAL] No, thank you so much for verifying that information today you're calling to see if you submitted a wellness um for your dependent [PII]. Is that complete?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. I do not see where there was anything for [PII].
[CUSTOMER][NEUTRAL] OK, I can still file that, can I?
[AGENT][POSITIVE] Yes, you sure can.
[CUSTOMER][NEUTRAL] OK, well, we're gonna get that sent in. Can you send me I got online looking and could not find where to pull up.
[CUSTOMER][NEUTRAL] The wellness claim format. Is there any?
[AGENT][NEUTRAL] Yeah, it's online, um, I can have one sent to you, but it is on the line. If you go under claims and forms, it will be on the last page and it will say wellness screening.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, yeah, it would say wellness, but I can also have them send you out one, but it is online under claims and forms.
[CUSTOMER][NEUTRAL] OK. I, I, I'm gonna just hold on, I, I put you on.
[CUSTOMER][NEUTRAL] I'm gonna go back right here.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, I'm at claims and forms and where is it?
[AGENT][NEGATIVE] If you go to claims and forms, um, I'm on my computer and I went to, it's showing 3 pages of claim forms. I went to the last page, the 3rd page, and it says wellness and screening benefits claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's a cancer claim form, change in request, critical illness.
[AGENT][NEUTRAL] Yeah, you have to go to the last one because it's a W, starts with the W so it would be the last one.
[CUSTOMER][NEUTRAL] OK. Let me.
[CUSTOMER][NEUTRAL] Wellness and screening benefits.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, let me see if it'll pull it up. OK.
[CUSTOMER][NEUTRAL] And it's 1234.
[CUSTOMER][NEUTRAL] Is that, that's right? 4 pages.
[AGENT][NEUTRAL] Um, let me download it and see.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, it's 4 pages.
[CUSTOMER][POSITIVE] OK, I can print that out. I'll print that send it in, and I appreciate your help very much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Not a problem. No, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's all today.
[AGENT][POSITIVE] Alright, thank you for calling APL. Have a great day bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.