AccountId: 011433970860
ContactId: b8af8be5-2a4f-4c2c-893c-d760ba480c6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264010 ms
Total Talk Time (AGENT): 96202 ms
Total Talk Time (CUSTOMER): 131279 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/b8af8be5-2a4f-4c2c-893c-d760ba480c6a_20250128T16:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling Ail [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I have a question. I wanted to file, uh, a wellness claim.
[CUSTOMER][NEUTRAL] And do I have the right department?
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] 421112
[AGENT][NEUTRAL] Uh, can I get your name, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you verify your address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And lastly, can you verify your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], thank you for that. And you said you had a question about submitting a claim for a wellness benefit.
[CUSTOMER][NEUTRAL] Yes, uh, I was gonna file one for 24 and I was gonna use, uh, where I had a colonostomy.
[CUSTOMER][NEUTRAL] And what they sent, what they sent me to file is the pathology, uh, it's a surgical pathology consultation. It's where they had the diagnos diag diagnosis and is that what you need?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. You can send that in. Um, that's fine as long as it shows that there was a colonoscopy done. um.
[AGENT][POSITIVE] Then you should be able to get that that wellness benefit for last year.
[CUSTOMER][NEUTRAL] OK, you know, it doesn't have like any um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, it's not like a bill, you know, it doesn't have codes on it where the it doesn't show like Medicare paid or like that. It's just the, it says surgical pathology consultation and it has diagnosis and it shows, uh, you know, what they did and all of that. So is that.
[CUSTOMER][NEUTRAL] Gonna be OK?
[AGENT][NEUTRAL] So does it, does it specifically say colonoscopy on it? Or it just says surgery? OK. Um, that's fine. Or I mean, if you wanted to send in, um, I don't know if you have one of our, um, wellness claim forms, you can send one of those in as well and just put check off colonoscopy and date and sign it and um put where you had it done. So you can do it either way.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I don't have one of those forms so this has, you know, the date on it and all of that, yeah.
[AGENT][NEUTRAL] OK, that's fine. And you can, if you want, you can write um on their um wellness benefit and put your policy number. Like I said, once we get it, we can take a look at it, um, and we should be able to use that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, did you, I know I've asked before, but I haven't done one in a while. Uh, can I email it?
[AGENT][NEUTRAL] No, ma'am, it can be either um faxed, um, mailed, or if you have an account on our online website, you can submit it through there.
[CUSTOMER][NEUTRAL] So, so facts are, are, um, what you say facts are
[AGENT][NEUTRAL] Male.
[CUSTOMER][NEUTRAL] Oh, just mail or fax?
[AGENT][NEUTRAL] Yes, ma'am, or like I said, if you have an account set up on our online portal, you can upload the documents there.
[CUSTOMER][NEUTRAL] Yeah, I don't have that either, so I could fax it then.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And what is that fax number?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] OK, that's what I needed to know. Thank you.
[AGENT][NEUTRAL] Uh, no problem, Ms. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] No problem, thanks for calling April. You have a wonderful day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.