AccountId: 011433970860
ContactId: c11bc94f-0573-4f7a-9566-67225adba734
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275339 ms
Total Talk Time (AGENT): 111975 ms
Total Talk Time (CUSTOMER): 123714 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/c11bc94f-0573-4f7a-9566-67225adba734_20250522T19:14_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] Yes, um, I was talking to someone, but I guess the phone hang up. Um, I'm calling to, to help get help with my claim. I think I gotta do it over again because they send it back and says that I didn't do it right. I have sent it, uh, 4:18, but I gotta do it over.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, let's see what I need to do. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was the last 4 [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. All right. And may I have the policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The number is 01788671.
[AGENT][NEUTRAL] Thank you. And I need to verify the date of birth, mailing address and email address.
[CUSTOMER][NEUTRAL] [PII] birth date.
[CUSTOMER][NEUTRAL] Emails [PII].
[CUSTOMER][NEUTRAL] Mailing address [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you're trying to submit a claim for the.
[AGENT][NEUTRAL] OK, you said an accident claim form or a cancer claim form?
[CUSTOMER][NEUTRAL] It's a uh I did a breast exam.
[CUSTOMER][NEUTRAL] Mammogram.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then also I had I I I know on the same form I had eye exam, but I don't think.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I thought, well, I, I wanna get there for the um mammogram property, right? That's it because I used to just send it in like that before.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I never added nothing else, so that's probably why.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mm. Are you trying to do this online or you're trying to do this like by mail?
[CUSTOMER][NEUTRAL] No, uh.
[CUSTOMER][NEUTRAL] I got a paper. I gotta, uh, re redo it and send it.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] I probably just got I just gotta put, I guess the mammogram only because I had mammogram and I also had eye exams and what I did, I put the um the name of the doctor that did my eye exam and I sent a letter from my um mammogram.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got you. OK. Yeah. All you need to do is fill the wellness claim form and just put the information about the mammogram and the information of the doctor that did the mammogram and just send that back to us. Um, do you have that copy of the form of the wellness claim form or you need one to be sent out to you?
[CUSTOMER][NEUTRAL] Yes, yes, I, I, I have one. I have one, so you don't get, you don't get, um, you don't get reimbursed for eye exam, don't you? No?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no, that's not part of the benefits for wellness. Mm mm.
[CUSTOMER][NEUTRAL] OK, so that's why because I had that on the paper too, so I'll just read through it and just put the information on there from the uh mammogram and say, yeah, I'll email it back.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, OK. Um, let me go ahead and give you the correct policy number. The one you gave me was an old policy number that you have with us. So let me give you the correct policy number that you need to put on that paperwork. OK, Miss [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, OK.
[AGENT][NEUTRAL] Mm OK, let me know when you're ready for the number. OK, perfect. OK. The um, the number is 02.
[CUSTOMER][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] I'm, I'm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 24
[AGENT][NEUTRAL] 9039.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thanks thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. You have a good day. Good afternoon, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome bye bye.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I