AccountId: 011433970860
ContactId: de3e8be9-af24-4cd7-b4fd-6cc1eda7f2cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447920 ms
Total Talk Time (AGENT): 195369 ms
Total Talk Time (CUSTOMER): 174973 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/de3e8be9-af24-4cd7-b4fd-6cc1eda7f2cf_20250317T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] and [PII] and I had filled out a wellness claim form and they sent back a letter saying it was not complete.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That A through E had to be filled out, but there is no E that I see on this claim form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It goes from A B C D.
[CUSTOMER][NEUTRAL] And F and G.
[CUSTOMER][NEUTRAL] But no we.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, Miss, Miss [PII], um, I can help you with your claim form. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] 00497172
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am, and then also I'll need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII] and my email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you Miss [PII] and if we get disconnected, is that phone number you just gave me a good one to call you back on?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. Let me look at the claim real quick.
[CUSTOMER][NEUTRAL] And I did not have my doctor on there but you know, I put her on there.
[CUSTOMER][NEUTRAL] But I don't see an E.
[CUSTOMER][NEUTRAL] To fill out.
[AGENT][NEUTRAL] It says um please complete the statement of the insured.
[AGENT][NEUTRAL] So on the claim form, the parts that's the statement of it says to please complete the statement of the insured. So on the claim form, the part that says statement.
[CUSTOMER][NEUTRAL] Do what now?
[CUSTOMER][NEUTRAL] Yeah, but it says sections A through E. There's no E.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got a through.
[AGENT][NEUTRAL] Let me go ahead
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] and I didn't have the doctor name and.
[CUSTOMER][NEUTRAL] But I don't see a need.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] To fill out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is
[CUSTOMER][NEUTRAL] Like 4.
[CUSTOMER][NEUTRAL] One of 4.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, 4 or 4.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm gonna let you speak with the claims examiner and we're gonna let them know that there's no section E on your claim form and just filling out A through D, would that be OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I've got it A through D and also I've got.
[CUSTOMER][NEUTRAL] G
[CUSTOMER][NEUTRAL] Signed at the bottom my policy and my name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK we're gonna check with them and make sure that that's sufficient.
[AGENT][NEUTRAL] Since there is no E on your claim.
[AGENT][NEUTRAL] Form so it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] No, it's not. I don't see one.
[AGENT][NEUTRAL] OK, it's gonna be a, it's gonna be a brief hold while I transfer you on over to a claims examiner so that they can assist you further, OK?
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome, Miss. [PII]. You have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling AL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um Miss [PII] on the phone. I know I've talked to her a couple of times already, but she's calling because she needs help with claim number 357.
[AGENT][NEUTRAL] 36
[AGENT][NEUTRAL] 84.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She got her letter in the mail stating that she needed to fill out sections A through E.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] She said there is no E on her claim form.
[AGENT][NEUTRAL] But she has filled out she just needs somebody to go over and make sure that what she fills out is gonna be sufficient for her claim.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] What is the policy number?
[AGENT][POSITIVE] Oh, good gracious. it's um
[AGENT][NEUTRAL] It's 497172.
[AGENT][POSITIVE] And the number that she's calling from is a good call back number.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] [PII]. Yes.
[CUSTOMER][NEUTRAL] Number that's listed 824.
[CUSTOMER][NEUTRAL] And everything's been verified.
[AGENT][NEUTRAL] Yes, everything's been verified.
[CUSTOMER][NEUTRAL] And you said it was for the claim uh ending in 3684, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] And she's stating that claim.
[CUSTOMER][NEUTRAL] She doesn't have a spot on her claim form for what we're asking?
[AGENT][NEUTRAL] She doesn't have an E. She has an A. She has an A through D.
[CUSTOMER][NEUTRAL] Let me see that.
[AGENT][NEUTRAL] And then she has a G.
[AGENT][NEUTRAL] And um she said that she just doesn't have an E on her client form, yeah.
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][POSITIVE] It's just for wellness, OK, you can, um, you can send her through hopefully I can assist her.
[CUSTOMER][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] OK, thanks, [PII]. OK.
[CUSTOMER][NEUTRAL] You're welcome. There's a section D. A section D is what we're asking for. Where the, where you put the doctor's or provider's name. So either the physician or hospital or wherever she had the test done.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Right, and she said
[CUSTOMER][NEUTRAL] Just a year though.
[AGENT][NEGATIVE] Right, she said she did not have that filled out and that she did fill it out this time, but what she's really upset about is that you know we.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK. Thank you so much, [PII]. Have a good day.
[CUSTOMER][POSITIVE] You're welcome Toy thank you.
[AGENT][NEUTRAL] Mm bye-bye.
[CUSTOMER][NEUTRAL] Bye.