AccountId: 011433970860
ContactId: d48fb1eb-06fa-4ff6-b5cf-6c52f2eb5e42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276040 ms
Total Talk Time (AGENT): 130153 ms
Total Talk Time (CUSTOMER): 128773 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/d48fb1eb-06fa-4ff6-b5cf-6c52f2eb5e42_20250304T17:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII], and I need to file a wellness claim for my mammogram that I have every year.
[CUSTOMER][NEGATIVE] And I can't seem to get.
[CUSTOMER][NEUTRAL] Saint Dominic's to send me a copy. I got my letter from them that everything was OK.
[CUSTOMER][NEUTRAL] But I don't, I don't know what y'all need. Do you need a copy of the bill or just the letter informing me that everything was OK or?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, no, ma'am. Uh, Ms. [PII], do you happen to have your policy number?
[CUSTOMER][NEUTRAL] I do. It is 10497172.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Not 104, it's 004.
[AGENT][NEUTRAL] Oh no, I still find her I think.
[CUSTOMER][NEUTRAL] 004971272. I'm sorry.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mail address and email address for me.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And my mailing address is [PII] and my email address is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And um, no, ma'am, you don't need to submit um any documents as far as billing or results. Um, we, I don't know if you set up on our online service center.
[AGENT][NEUTRAL] But we do have it to where you can file a claim through there, um.
[AGENT][NEUTRAL] We were just
[AGENT][NEUTRAL] Put in what type of wellness exam you had, uh, the date, and I think the provider's number and just submit it, or you can fill out a claim form and mail it, fax or fax it to our office.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now that's what I normally do is just fill that form out and or make a send a copy of my receipt if I ever get it from them, but could I send a copy of this letter?
[AGENT][NEUTRAL] Uh, it's not needed. You just need to fill out a wellness claim form. Um, do you want me to email it to you or, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would you please?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I will just fill it out and fax it back to you.
[AGENT][NEUTRAL] Yes, ma'am, and that's all you need to do. Uh, they change it to where you don't need to submit billing or um,
[AGENT][POSITIVE] Results and for wellness.
[CUSTOMER][NEUTRAL] Well, that's good because I can't get get anybody at Saint D to to send me that.
[AGENT][NEUTRAL] OK, well, I will email that form out to you in a few moments. Uh, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That's gonna be all.
[AGENT][NEUTRAL] And can I ask you a question because, uh, do you work at Women's Hospital?
[CUSTOMER][NEUTRAL] No, I work at a funeral home in [PII].
[AGENT][NEUTRAL] Oh, OK. Cause I remember when I was pregnant years ago, I was a Miss Thornberry and she was, uh, teasing me about how I didn't look pregnant and I walk like a penguin. And I thought it may have, may have been her.
[CUSTOMER][NEUTRAL] No, and I, I used to work at Women's.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Healthcare for women.
[AGENT][POSITIVE] Yes, ma'am, because, because I remember the lady, she was the nurse that I was saying and uh explored me to my room and she was like, oh, you don't even look pregnant. You're walking, you waddling like a penguin.
[AGENT][POSITIVE] That's so sweet.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] I want me, but thank you anyway.
[AGENT][NEUTRAL] And I never remember her her. Yes, ma'am, I don't remember her first name. I just remember [PII] and [PII] and that just made me think of her.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] But um I'll send this out to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That's gonna be all.
[AGENT][POSITIVE] All right, well, thank you so much, Ms. [PII]. You have a great rest of your day.
[CUSTOMER][POSITIVE] Well, thank you for your help mhm bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye.