AccountId: 011433970860
ContactId: b25c8a4d-12f8-4b05-ac38-a508808d6c9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312070 ms
Total Talk Time (AGENT): 154088 ms
Total Talk Time (CUSTOMER): 66280 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/b25c8a4d-12f8-4b05-ac38-a508808d6c9a_20250424T18:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I would like to submit a claim for a reimbursement, please.
[AGENT][NEUTRAL] OK, well, I'll be more than happy to help you with um submitting a claim. Now we can't submit them over the phone, but I can show you how to submit a claim.
[AGENT][NEUTRAL] Were you trying to submit? OK. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My first name is [PII], the last name is [PII].
[CUSTOMER][NEUTRAL] And a callback number is [PII].
[AGENT][NEUTRAL] Thank you for that. Ms. [PII], may I have your um policy number?
[CUSTOMER][NEUTRAL] Um, let's see. I don't know that I have a policy number.
[AGENT][NEUTRAL] OK, um, I can search the policy with your social if you like.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] OK, in the beginning you said [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's what I put. I just want to make sure I heard you right. Thank you. Hold on one moment.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] And um is this for your
[AGENT][NEUTRAL] Cancer policy or the accident policy?
[CUSTOMER][NEUTRAL] Uh, the cancer policy.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I have you here, Ms. [PII]. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. And my email address is [PII].
[AGENT][NEUTRAL] Thank you, 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 to file a claim, you can mail it, you can fax it, or you can upload the claim to the online service center. Um, have you ever used the online service center with us before?
[CUSTOMER][NEUTRAL] I have not.
[AGENT][NEUTRAL] OK, um, well, first, let me get your policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's 248.
[AGENT][NEUTRAL] 337 8.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] 248-3378
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um, is it for like a mammogram, like a yearly or something related to cancer because it's two different forms is what I'm asking.
[CUSTOMER][NEUTRAL] So I went for an OBGYN uh checkup. It was just a yearly Pap smear.
[AGENT][NEUTRAL] OK, so you'll need the wellness claim form and um I can email that to you if you don't have it, um it's also available on our website, but I don't mind emailing it to you if you need me to. Um, so the wellness claim form and then you'll need the itemized bill from the provider, the hospital doctor's office, um.
[AGENT][NEUTRAL] And then we'll be able to process the claim. But once you see the claim form on that first page, it lists the instructions, um, and depending on um what exactly you're filing for, it'll tell you what's needed, but most of it's just the itemized bill.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] You're welcome. Did you want me to email you the claim form?
[AGENT][NEUTRAL] Oh, you want to get
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][NEUTRAL] OK, and can you repeat the email address, please?
[CUSTOMER][NEUTRAL] It's my first name [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] All right, so I'll save this to your policy and I'll go ahead and send the claim form over to you now. If you do decide to file the claim through the online service center in the email that I'm sending over to you, you'll see the link to the online service center, just click that and um follow the prompts for new user and then um you'll be able to access your dashboard and upload your claims.
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.