AccountId: 011433970860
ContactId: c750126b-8571-4eed-96e9-14a7b408ef70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243919 ms
Total Talk Time (AGENT): 112306 ms
Total Talk Time (CUSTOMER): 122330 ms
Interruptions: 3
Overall Sentiment: AGENT=2.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/c750126b-8571-4eed-96e9-14a7b408ef70_20250312T13:23_UTC.wav
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[CUSTOMER][NEUTRAL] Really.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], my name is [PII], and I just have a question. Um, I had to, I went on to file a claim, I can file a claim for my husband, but in the midst of doing that, I did not realize that we had the wellness benefit.
[CUSTOMER][NEUTRAL] So I never filed claims on that, so I did go back and put in the claims, but my question is how far can I go back? Like, can I go back from when the policy started, or is there a limit?
[AGENT][NEUTRAL] OK, Ms. [PII], so you are questioning, you want to know what the benefits or how far back you can go for filing a wellness claim. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And Ms. [PII] was first off, what is your call back number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Oh, wait, let me look.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I will need to pull your policy information up, Ms. [PII], to verify some things with you first for security.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm looking, um, which one would it be up under because he got, it's under my husband but he has several different policies.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and policy numbers, so would it be under.
[AGENT][NEUTRAL] You're wanting, whichever one you're following your, the one you're gonna find your wellness or screening on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me.
[CUSTOMER][NEUTRAL] Uh, I think with critical illness.
[CUSTOMER][NEUTRAL] It would be 1415881.
[AGENT][NEUTRAL] OK, and again that was 1415881?
[CUSTOMER][NEUTRAL] 881 mhm.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so first off, not you, any information that I provide would be a verification of benefits and not a guarantee of payment. I, I will need to verify the several things. So to start off with, what is your husband's name and date of birth and then your date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII] and mine is [PII].
[AGENT][NEUTRAL] OK, thank you. Also your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we would have, well, we actually have your phone number on file as the contact number, OK? And that'll be all the information that I need to verify. So on this policy, we do not have a timely filing limit for filing claims. So yes, ma'am, you can go back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To, as far back, you know, obviously, as when the policy went into effect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, well that's what I was wondering. I can't believe I missed that all these years. I didn't realize this, but um, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Well, the great thing is, is that we don't have the timely filing limits, so you're all good.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, OK, thank you. Mhm. And how, how long do it take to process the wellness claims? Like, is there?
[AGENT][POSITIVE] OK, well, you're very welcome, so.
[AGENT][NEUTRAL] It typically takes all claims it typically takes 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you so much. mhm mm.
[AGENT][POSITIVE] Yes, ma'am. Well, you are very welcome. So again, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Well, thank you again for calling [PII]. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. Mhm.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Uh-huh, bye bye.