AccountId: 011433970860
ContactId: d475ae02-3cf1-4a68-8580-ef059dc58152
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 520340 ms
Total Talk Time (AGENT): 226380 ms
Total Talk Time (CUSTOMER): 181966 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/d475ae02-3cf1-4a68-8580-ef059dc58152_20250610T20:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. You're the 2nd [PII] I've talked to today. I'm doing well. Uh, I have a question. This is [PII]. Uh, I'm in the process of throwing away papers, papers, and I've come across, uh, some American life information and I see here, I'm gonna give you my, I, I'm gonna give you my social, and you can probably like that. [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright. Thank you, Miss [PII]. Let me take a look here. Give me a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and then for verification may I please have your date of birth and an address we would have on file for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] And you should have [PII].
[AGENT][NEUTRAL] Thank you so much. All right. So, uh, it looks like you have an active cancer policy with us and then it looks like you did have some other policies um in the past, but only the cancer one is showing active at this time.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Selling
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, because I was wondering about I found a paper here about uh dental.
[AGENT][NEUTRAL] Yeah, the dental, that's an old one from [PII]. It terminated in [PII].
[CUSTOMER][NEUTRAL] About that
[CUSTOMER][NEUTRAL] And and.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, um, and what is this one?
[CUSTOMER][NEUTRAL] The active cancer. OK, now, and with the active cancer, so I can throw this one away.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You do still have the dental. I'm let me go back to the dental. If I, if I want dental coverage, I could pick that back up again.
[AGENT][NEUTRAL] Um, well, generally if it's something that you wanna continue on once you've like left an employer, we will check at that time to see if it's something you can continue on. But we unfortunately don't just sell policies to like individuals.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Check that time to be.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] I got you. I got you. OK, cause I have, uh, yeah, OK, no problem. OK dokey. Now with the um with the cancer policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was under the impression and I, I kind of stopped, uh.
[CUSTOMER][POSITIVE] Getting the documentations and everything, but that I could file every time I go to the uh for my annual checkup for my breast cancer checkup, I could actually turn in some paperwork or whatever.
[CUSTOMER][NEUTRAL] Help me understand what I'm trying to say.
[AGENT][NEUTRAL] Yeah, so most of these policies, let me pull it up, most of them have like a wellness benefit where when you go for your yearly mammogram, um, you get a benefit paid just for having that done. So let me see what yours is on this plan. Let me pull it up here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK. So, yeah, yours does have a diagnostic uh prevention benefit, which would include mammogram, breast ultrasound, breast thermography. It also includes colonoscopy, Pap smear, all of those things. So you can submit that once a year.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And it looks like.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] The benefit on that.
[AGENT][NEUTRAL] It's $60.
[AGENT][NEUTRAL] So you could get that once per calendar year.
[CUSTOMER][NEUTRAL] OK, that's 60 for the mammogram or for all of those that you identified mammogram.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] If you had to have like a breast ultrasound, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Colonoscopy, um, either or you could, you know, submit one of those per year.
[CUSTOMER][NEUTRAL] Oh, just one of those per year, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, if you're having, if you're having both done, then it would just be for one.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] OK, because I have not submitted any at all since the uh.
[CUSTOMER][NEUTRAL] And and how do I submit that?
[CUSTOMER][NEUTRAL] Cause I had gone and gotten uh
[CUSTOMER][NEUTRAL] Who documentation and all of that stuff and I just kind of stopped doing it, um.
[CUSTOMER][NEUTRAL] Yeah, after my husband passed, I just stopped doing it.
[CUSTOMER][NEUTRAL] But what do I need to
[AGENT][NEUTRAL] So claims can be submitted in the US postal mail. You can mail them to us, you can fax them to us and they can be done online. Uh, you would need a claim form which I could send to you either uh via email or I can send it to you in the US postal mail. Uh, you would fill out the wellness claim form and then get that back to us, however is best for you.
[CUSTOMER][NEUTRAL] OK, so would I need to do one for every year that I've not submitted one? Do you do retroactive? I guess is what I'm asking.
[AGENT][NEUTRAL] We do. There's not a time limit, so you could go back as far as you'd like um there is multiple boxes on the claim form so you could fill in multiple dates on there um let me see.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, depending on how many you're gonna do, honestly, I would probably go ahead, fill out the claim form, put in as many dates as you can, and it does ask for like the test that you had done, um, you know, as far as the benefit goes. And then if you wanted to, you could add additional dates on another sheet of paper that way you don't have to submit multiple claim forms.
[CUSTOMER][NEUTRAL] OK, OK, OK. All right. OK, well, could you, could you email me that form?
[AGENT][NEUTRAL] Big
[AGENT][POSITIVE] Yeah, absolutely. Let me just.
[AGENT][NEUTRAL] So the email on file is [PII].
[AGENT][NEUTRAL] And then it looks like [PII]. Is that correct or do we need to update that?
[CUSTOMER][POSITIVE] That's correct. That's correct, right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So I will send you that and on that form, if you look at the bottom, um there is
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Our mailing address and our fax number is on the forms so you should see that as well.
[CUSTOMER][NEUTRAL] OK. All right. And what's your name? [PII], [PII], [PII].
[AGENT][NEUTRAL] My name is [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] Indeed, OK. All righty. Well, I will get on that, um.
[CUSTOMER][POSITIVE] And take care of that and I appreciate your help.
[AGENT][POSITIVE] My pleasure. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you and you as well.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Bye bye bye.