AccountId: 011433970860
ContactId: cc01f039-77e6-4a63-af85-311829b564c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 701929 ms
Total Talk Time (AGENT): 185398 ms
Total Talk Time (CUSTOMER): 355156 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/cc01f039-77e6-4a63-af85-311829b564c7_20250311T16:28_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] and I just entered uh some uh filed a wellness claim online and I, uh, mistakenly put myself in there. I put it self and that was for my husband so I just went ahead and did two more, one for him and one for me. So I just want y'all to know that I wasn't trying to, you know, uh, uh, get 3 times the pleasure or whatever, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, Ms. [PII], let me get your policy number so I can make a note on your policy that that's what you did.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let me, I can go down my, uh, it and it didn't give me a claim. I mean, I'm looking at the screen and all I see, I thought they would pop up so I could look at it. It said need to file a wellness claim and I filled out the information, but I didn't, you know.
[CUSTOMER][NEUTRAL] Uh, I don't see where I, I see that claim.
[AGENT][POSITIVE] OK, well, I can check and make sure we got it for you also, Miss [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I do have my group number and um any if you need anything like that I mean.
[CUSTOMER][NEUTRAL] I'm looking at my policy online.
[AGENT][NEUTRAL] Can you give me your social security number and that'll pull it in.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Can I give you the last 4?
[CUSTOMER][NEUTRAL] Or do you need all of it?
[AGENT][NEUTRAL] No, what we need all of it.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Let me look up that policy real quick with your social.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh yes ma'am. [PII] and my address is [PII].
[AGENT][NEUTRAL] Thank you and then one last verification can you give me your email address please?
[CUSTOMER][NEUTRAL] OK, so it'll be uh one of the three. It's either [PII] or it's [PII] or it's uh [PII].
[AGENT][NEUTRAL] OK, I've got the [PII].
[CUSTOMER][NEUTRAL] OK, yes ma'am, OK.
[AGENT][POSITIVE] Thank you so much. I appreciate you verifying that information for me. OK, let me look real quick, um.
[AGENT][NEUTRAL] And see what we've got going on here.
[AGENT][NEUTRAL] So did you get a confirmation number in the online service center that we have received your claim?
[CUSTOMER][POSITIVE] No, I just got uh where you could do the claim online. It was so easy. I thought it's too easy and I closed it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] Because I'm not showing that we received it.
[CUSTOMER][NEUTRAL] And didn't
[AGENT][NEUTRAL] It didn't give me a confirmation number that we received it through the online service center.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] OK, so I went to file a wellness claim and that's where I was supposed to be, correct?
[AGENT][NEUTRAL] Mhm, yes ma'am.
[CUSTOMER][POSITIVE] OK, so I'm gonna do it again and then let's just I'm doing for myself, continue.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And then the, OK.
[CUSTOMER][NEUTRAL] So I'm gonna do mine. OK, this is for [PII]. This would be in [PII].
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] uh, I'm gonna put you on speaker.
[CUSTOMER][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] Yes, please. That's fine.
[CUSTOMER][POSITIVE] OK, I'm gonna put you on speaker so I can type this in real quick.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And that's Doctor [PII]
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] And the phone number [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my chest was a EKG.
[CUSTOMER][NEUTRAL] OK, it says continue.
[AGENT][NEUTRAL] Are you doing it um on a.
[AGENT][NEUTRAL] Are you doing it on a laptop or a computer?
[CUSTOMER][NEUTRAL] No, I'm doing on my school computer.
[CUSTOMER][NEGATIVE] It says now a direct deposit want to get my pay pay faster.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] And get the answers and there's, it says continue.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And then it gives me a screen. It has my name on it, the data I was filing, where it was that, contact number litocardiogram. Oh, I didn't scroll down.
[AGENT][NEUTRAL] Yes ma'am, OK.
[CUSTOMER][NEUTRAL] I didn't scroll down. That's why. OK, done.
[CUSTOMER][POSITIVE] I think that'll answer my question, [PII].
[AGENT][POSITIVE] That's all right. That's all right.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I think that will answer the question being that [PII] here today, um.
[CUSTOMER][NEUTRAL] I'm trying now to sign.
[AGENT][POSITIVE] Don't feel bad.
[CUSTOMER][NEUTRAL] I told my secretary, I said it's so easy and then I come in here, I pulled her in and I said, uh, see, and I said, oh my God, I put in, you know, I put it in for uh.
[CUSTOMER][NEUTRAL] For I was doing my husband's first.
[CUSTOMER][NEUTRAL] OK, so now.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I'm gonna save it.
[CUSTOMER][NEUTRAL] And then file my claim, yes.
[CUSTOMER][NEUTRAL] And it's submitting the data.
[CUSTOMER][POSITIVE] Now I'm able to do one a wellness.
[AGENT][POSITIVE] Good, it's still what about.
[CUSTOMER][NEUTRAL] Am I able to do a wellness for uh.
[CUSTOMER][NEUTRAL] The first I mean for uh my August through December and then I can do another one from December now again correct?
[AGENT][POSITIVE] Right. Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and now what other things um I entitled to uh file for uh with the cancer and I think I have the accident policy too.
[AGENT][NEUTRAL] OK, so, um, the cancer is your wellness every year, and then, and this is just to verify your benefits. It's not a guaranteed payment. If you ever get cancer, of course you know that your benefits will then, um, and the amount of first occurrence is $7500.
[CUSTOMER][POSITIVE] Right, right. Correct.
[AGENT][NEUTRAL] And then on your accident policy, let's see, I'm gonna look up that real quick.
[CUSTOMER][NEUTRAL] Because I, I did, uh, I had, uh, a heart attack in May.
[CUSTOMER][POSITIVE] And I was able to get my claim and I really do appreciate it. Thank you very much.
[AGENT][NEUTRAL] Oh, you're very welcome. Now, I'm not showing that we have the accident policy for you. I'm just showing the cancer under your name.
[CUSTOMER][NEUTRAL] And I was, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The cancer, um,
[CUSTOMER][NEUTRAL] Uh, I don't have another, uh, let's see, do I have hospital? Is that maybe it? Hospital indemnity or hospital?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No ma'am, I'm just showing under your name that we just have the cancer policy only.
[CUSTOMER][POSITIVE] OK, so then it's just my wellness is that I can, I can do correct for right now.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and how much do they pay if they're approved?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Let me look at I'm gonna pull your policy up real quick and look at it so I can give you a good number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be a minute for the computer to pull it in and let me review it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Printing off my confirmation if I would have scroll down.
[AGENT][NEUTRAL] Yeah. Yes, that confirmation tells you. Once you receive that, you know you got it through.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, I'll tell you what, OK, now who am I falling for my husband. OK, I'll be able to do this.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm still looking. I haven't forgot about you. It's a big policy so I have to scroll through it and find it till I find the wellness on there.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And here.
[CUSTOMER][NEUTRAL] Keep this story.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 1018.
[AGENT][NEUTRAL] It looks like it's $50.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK. Well, I'm gonna do uh 2 for him. I'm gonna do one in the first half of the school year and then 1 just from the other day in the same way for myself, and I do appreciate your time and I do like I said, there needs to be something to scroll down.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 666
[AGENT][POSITIVE] That's OK you got it done though. I'm glad I stayed on the phone with you so I could help you through it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am. And you.
[CUSTOMER][POSITIVE] You have a beautiful day and thank you again.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You too, Ms. [PII], you have a blessed one and thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Uh huh yes ma'am bye bye.