AccountId: 011433970860
ContactId: c97b8693-8b27-4f1f-b635-23ca215fd02b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 729890 ms
Total Talk Time (AGENT): 377143 ms
Total Talk Time (CUSTOMER): 152484 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/c97b8693-8b27-4f1f-b635-23ca215fd02b_20250203T20:56_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I need to find out. I, um, usually send in like my mammograms, uh, and I get a reimbursement for having that test done, uh, and I sent it to the address that I've been doing it for years and then the letter came back. I need to see where to mail this to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you're needing the correct mailing address to send the claim?
[CUSTOMER][NEUTRAL] Yes, what I had was the um [PII].
[AGENT][NEUTRAL] So, yes, ma'am, that is an old address. So first off, what I'll need to do is to pull up your information to verify some things with you for security. So who am I speaking with?
[CUSTOMER][NEUTRAL] [PII] I'm [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number with APO?
[CUSTOMER][NEUTRAL] Uh, just one second.
[CUSTOMER][NEUTRAL] Um, now this is the account number. I don't know if that's the same thing. It's what I have on this, uh, form that I'm sending back to y'all [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. So give me a moment to get your information pulled up, please.
[CUSTOMER][POSITIVE] OK, thank, thank you.
[AGENT][POSITIVE] No, you're welcome.
[AGENT][NEUTRAL] OK, so first off, Miss. [PII], any information I provide for you will be a verification of benefits and not a guarantee of payment. If you could first verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is the best contact number we should have, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. And lastly, your email address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So Miss [PII], um, do you use the internet very much?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][POSITIVE] OK, and the reason I'm asking that I'm going to give you our new PO box number, but we also now have a portal that I would be happy to email you the user guide for how to set up your profile and once you set up your profile you can actually file your wellness claims directly into that portal instead of having to mail us anything in.
[CUSTOMER][NEUTRAL] OK, yeah, give me both because um sometimes, sometimes I don't really like dealing with those portal things, but uh I can if I have to.
[AGENT][POSITIVE] Sure, I'll be happy to.
[AGENT][NEUTRAL] I understand.
[AGENT][POSITIVE] Yes, ma'am. It just, well, ours, yes, ma'am. Ours is very secure and now you don't have to send in all that supporting documentation. There is a wellness claim form that you complete and you can actually do that online. So you just complete the form and submit it, and you can actually add in also uh to your portal.
[CUSTOMER][NEUTRAL] A lot of
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Direct deposit information so that if we're able to pay benefits on your claim, then we can just electronically deposit them instead of having to mail you a paper check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so if
[CUSTOMER][NEUTRAL] The, how, how do you, if you use that, how do I, you know, like I show proof that I had the mammogram? Do I have to scan things in that sort of stuff?
[AGENT][NEUTRAL] No, no, ma'am. You, no, ma'am, you just have to complete the form and it will ask you like for your physician's name, your, you know, your data service, the location that you have that, and then you, you know, will electronically sign it.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. OK. That might not be too bad.
[AGENT][NEUTRAL] But you don't have to support, you don't have to provide, yeah, you don't, you just don't have to provide all the additional documentation for the wellness like you used to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so give me just one moment, Miss [PII] and I'm gonna go ahead and send you this email.
[AGENT][POSITIVE] With this user guide because again it gives you the instructions not only of how to set up your profile but it also gives you the step by step instructions for submitting your information online so I'm sending you that now and this email will come from care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did put APL online service center portal in the subject line so that that'll be easy for you to recognize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then our new PO box is.
[AGENT][NEUTRAL] 24.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Let's see, uh, OK, and if, if I did just decide to mail this back, um, is the form the same?
[CUSTOMER][NEUTRAL] That I have
[CUSTOMER][NEUTRAL] Like that I used.
[AGENT][NEUTRAL] I don't believe the form has changed now, the, if you can print directly from our, from the internet, I can give you the public uh website for American Public Life, and you can actually just print off or go to the form there.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] To compare what you have.
[CUSTOMER][NEUTRAL] OK, but I have several.
[CUSTOMER][NEUTRAL] OK, I have several old ones, but.
[CUSTOMER][NEUTRAL] But you don't know if that's changed or not.
[AGENT][NEUTRAL] I can't, yeah, I can't say 100% depending on, you know, how long you may, may have had those. Um, actually, if you'll give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Like I said, I know, I'm pretty sure I mailed one in last year and it was all right, but the address was the same too.
[CUSTOMER][NEUTRAL] At least I think it was.
[AGENT][NEUTRAL] Yeah, that, well, it actually, the [PII] hasn't been the PO box for quite some time. For a while it was still forwarding, you know.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Everything, but um with you having gotten that back, that obviously shows that it's, it's not now.
[AGENT][NEGATIVE] You know, it's not getting forwarded on to our new.
[AGENT][NEUTRAL] PO box.
[AGENT][NEUTRAL] But if you'll give me just a second, I'll just go ahead and I'm gonna send this to you in a separate email, Ms. [PII].
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Uh, wellness claim form and then you could print as many copies.
[AGENT][NEUTRAL] From this is you, you know, need so just a moment and then if you do it online if you set up your portal, you won't actually have, you'll just click on file a wellness claim and complete the form online.
[CUSTOMER][POSITIVE] OK, that'd be good.
[CUSTOMER][NEUTRAL] Uh wellness plan, OK.
[CUSTOMER][NEUTRAL] What all does that? I know it covers mammograms. Does it cover like Pap smears and things like that too, or is it just one thing?
[AGENT][NEUTRAL] I'll have to pull up your policy information to see what your maximum benefit is. So give me just a moment to send you this email with the claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And it's still loading your information as well as as far as your benefits. And 2, when you set up your portal, there's a copy of your policy information in there also in a PDF format.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For you in there, um.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][POSITIVE] Thank you for your patience, while this is all.
[AGENT][NEUTRAL] Pulling in for me.
[CUSTOMER][POSITIVE] Oh, you're welcome. Not a problem.
[AGENT][NEUTRAL] OK, let's see. So it is one test.
[AGENT][NEUTRAL] It is one test. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's why I usually did the.
[AGENT][NEUTRAL] We will pay the indemn amount of scheduled benefits, yes, ma'am. I mean, um, a Pap smear is one of the tests that would be covered, but a mammogram is, you know, also on the list. In your policy, um, it has your diagnostic and prevention benefits listed under section Z as in zebra or the last letter of the alphabet, and it lists out the different tests.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That would be, you know, um, can test that could be considered for this benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I'll just stick with what I've been doing.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with? So you should have two separate emails from care team. One's gonna have your wellness claim form, and then the other one is that user guide so that that would afford you to not have to even worry about those forms. You just do it online.
[CUSTOMER][POSITIVE] OK. I will definitely look into that. All right. Well, thank you so much. Appreciate it.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome. Yes, ma'am. And again, thank you for calling APL. I hope you have a very nice evening.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye.