AccountId: 011433970860
ContactId: b634c3a3-103c-41e0-a6b3-5251589e2ca1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 733440 ms
Total Talk Time (AGENT): 216602 ms
Total Talk Time (CUSTOMER): 124591 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/b634c3a3-103c-41e0-a6b3-5251589e2ca1_20250102T19:43_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] Yes I was calling to see um I was getting ready to file um my wellness claims and I wanted to see um what what all services fall under the wellness.
[AGENT][NEUTRAL] OK, sure. I can assist you with that information. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, let me see if I have that with me or not. I do. It is 00997984.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Mm. Thank you.
[AGENT][NEUTRAL] May I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][POSITIVE] Perfect. And I need the mailing address and email address on file for verification.
[CUSTOMER][NEUTRAL] The email address is [PII] and we've moved, so you may not have my new address but the address you you probably have on file is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, what is the new address so I can update our system?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And that's also in [PII]?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And same zip code.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, let me go ahead and change that real quick.
[AGENT][NEUTRAL] And the email is still the same, correct? [PII]. OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I went ahead and updated your address and bear with me just a minute. Let me go ahead and pull the certificate to see what are the wellness benefits, um, what is the wellness list of what you can request the refund for.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Alright here we go.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I was wondering if it includes dental and vision.
[AGENT][NEUTRAL] Mm, no, dental and visions are not are not included. Um, let me just go ahead and go over the list. Uh, bear with me, I'm still looking for the list. OK.
[AGENT][NEUTRAL] He's.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, I do apologize. I have to read the whole.
[AGENT][NEUTRAL] Paperwork is fine then.
[AGENT][NEUTRAL] attack.
[AGENT][NEUTRAL] OK, so it's gonna be mammogram, breast ultrasound, breast thermography, breast cancer blood test, colon cancer blood test, uh, colonoscopy, virtual colonoscopy, ovarian cancer blood test, Pap smear, chest X-ray, um, Pa.
[AGENT][NEUTRAL] Um, see in.
[AGENT][NEUTRAL] Stool specimen, hemolys. So those are the only ones that are less than.
[CUSTOMER][NEUTRAL] What about um
[CUSTOMER][NEUTRAL] I mean, do you take like my EOBs as proof or what do I, because normally you know like a lot of these your insurance will cover, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] The best thing, the best thing to send in for a wellness claim, and that is the fastest way and you don't have to do a lot. If you have registered online, you can do that and it's electronically so you can just fill everything electronically and it will go directly to the claims department to process that will be the fastest way to do it.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um, if you wanna do it manually, uh, we do have a claim form, and the claim form needs to be just filled out and signed and it has to include the information of the doctor and that's all. So you don't need to really send any paperwork with it. Um, if you wanna send it manually, it's just the claim form, if you wanna send it electronically. Mhm.
[CUSTOMER][POSITIVE] I can do it
[CUSTOMER][NEGATIVE] I can do it online but I thought I needed to submit the bill with it no.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm mm, no. In the past we used to request that but not now.
[CUSTOMER][NEUTRAL] OK, so you just want the data service and service provider.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And that's still requested on the phone.
[CUSTOMER][NEUTRAL] OK, because I don't think I.
[CUSTOMER][NEUTRAL] OK, because I get my mammograms every year, um, and I just got a pap smear done, so I didn't submit a claim for 23. Can you check that?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure, let me check the history. One moment.
[CUSTOMER][NEUTRAL] I forget to file these.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes, I don't see one for [PII].
[AGENT][NEUTRAL] And I got the one for [PII].
[AGENT][NEUTRAL] And I don't have one for [PII].
[CUSTOMER][NEUTRAL] OK, you did get one for 23?
[AGENT][NEUTRAL] No. 23 and 24 is not here. The last one I got here is [PII].
[CUSTOMER][NEUTRAL] OK, so I can do
[CUSTOMER][NEUTRAL] OK, so I can submit one for 23 and 24, correct?
[AGENT][POSITIVE] Mhm. Yes, that's correct.
[CUSTOMER][NEUTRAL] Can I submit it on the same claim or do I need to do two separate ones?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me check on that. I think I have seen where they have put the dates beside it and one claim form will do, but let me double check just to make sure. Um, do you mind holding for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Not at all, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[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 impatient for me. um, yes, you can list more than one day.
[AGENT][NEUTRAL] But I say more than one year. Yes, yes.
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][POSITIVE] OK awesome.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][POSITIVE] I think that's it. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.