AccountId: 011433970860
ContactId: b4989f7b-cd33-48dc-b332-ac506a247a24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 563440 ms
Total Talk Time (AGENT): 171409 ms
Total Talk Time (CUSTOMER): 195452 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/b4989f7b-cd33-48dc-b332-ac506a247a24_20250114T21:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] I need to ask you about, I haven't done uh reimbursement claims for mammograms and things like that since [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can you tell me what all I have to have? I'm sorry, there's been, it's been a long.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] It's OK. No problem. Um, do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, I do. Hold on just a minute um.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] It's 00927502.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. And may I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And I need to verify the mailing address, email address, and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my telephone number is just my cell which is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms [PII]. OK, so, um, right now to submit a claim form for wellness, all you need to do is submit the claim form. Uh, the claim form can be found through our website at [PII] or I can send you a copy to your address, whichever is easier for you.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] OK, I've got I've got one right here uh that I think I had started uh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do. I've got one.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. So
[CUSTOMER][NEUTRAL] And so I have the.
[CUSTOMER][NEUTRAL] OK, I'm sorry, and it's just gonna be for, I don't know, it's probably just a mammogram. I don't, I can't imagine. I don't remember what else it is, to be honest with you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm trying to look at some of these old ones and see what I did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's all I do is because I have a wellness exam every year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But that's just at my doctor's office. I don't know. I, I see right here it says claims for wellness exams paid through. Uh, I've got 2022 on here, so am I correct on that?
[AGENT][NEUTRAL] Um, let me double check just to make sure. One moment, let's.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK, so we have [PII].
[AGENT][NEUTRAL] OK, so you have not submitted [PII].
[AGENT][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] So the last one I got here is [PII].
[CUSTOMER][NEUTRAL] That's right. And it's showing that I paid it through [PII], but I didn't because um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] After my husband passed away, I just kind of didn't follow through a lot of.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] So at night it's gonna be my wellness at the doctor's office, the Doctor [PII]'s office, and then, and then my mammogram.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I've had a colonoscopy that, uh, I was due for one in [PII] and it was uh
[CUSTOMER][NEUTRAL] Yeah, it was right after he passed away and I didn't, I didn't, at that time I was [PII], so I just said, you know, the, OK, so uh this claim form says that I have to have uh one hospitalized. So I just have to have the, my cousin tell me at EOB, is that what it is, explanation of benefits.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh no, with the new.
[CUSTOMER][NEUTRAL] From the
[AGENT][NEUTRAL] Mm mm. With the new forms, you don't need anything. You just need the information of the doctor and your signature.
[AGENT][NEUTRAL] Um, I think
[CUSTOMER][NEUTRAL] OK, well then, will you send me, would you please send me because I've got it, I've got some old forms here, but don't, I don't have any new ones.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it sounds like you do have the old one. Let me go ahead and send it, send you out a copy for the um for the new one. do you mind holding for me while I send this out to you right now?
[CUSTOMER][NEUTRAL] No, ma'am, I
[CUSTOMER][POSITIVE] No, ma'am. I'm appreciative of your help.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Thank you. One moment, I'm gonna put you on a brief hold so I can send this out to you, OK? One moment.
[CUSTOMER][NEUTRAL] Oh
[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 me. OK, Ms. [PII]. You're welcome. OK, I went ahead and send 2 copies, OK? So you should be getting those within 5 to 7 business days. It will go through regular mail.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, let me ask you a question. I've got a form here but it's got a blue across the top of it. Is that the same form?
[AGENT][NEUTRAL] No, it's gonna be different. Um, the new forms are more like detail, um, and then it's gonna have the new address, which is the PO box in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you're in [PII] now, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so I went ahead and send that over. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] That's it. So it's just gonna be my, my, my, my annual physical with my uh medical doctor and my um
[CUSTOMER][NEUTRAL] In my, in my uh mammogram.
[AGENT][NEUTRAL] Yeah, we pay one test per year, so it could be either the pap smear, the mammogram, or um anything that will detect cancer. So um you can send one per year starting on [PII], [PII], and [PII], OK?
[CUSTOMER][NEUTRAL] OK, just the mammogram, not the regular doctor, OK.
[AGENT][NEUTRAL] No, just a mammogram or a Pap smear or any other test that will be to detect cancer.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, don't do the Pap smear cause I don't, I, uh, I had to have his history when I was very young, so that takes care of that. Thank you so much for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][POSITIVE] You, you're welcome. Have a good afternoon, Ms. [PII]. Bye-bye. You're welcome. You too. Bye-bye.
[CUSTOMER][POSITIVE] Same to you. Stay safe.