AccountId: 011433970860
ContactId: ded126a4-931e-435a-ba06-8217c1fbbd70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343380 ms
Total Talk Time (AGENT): 135536 ms
Total Talk Time (CUSTOMER): 173894 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/ded126a4-931e-435a-ba06-8217c1fbbd70_20250603T18:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes, [PII], good afternoon. How are you doing?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] Good. I want to file a wellness claim.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, now you can't file claims over the phone, you need help filing it or are you trying to do it over the phone?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I, I'm trying to do it over the phone, over the phone.
[CUSTOMER][NEUTRAL] I'm not a computer person. I'm, my son does everything for me, but you know yeah, so I'm trying to see if I can do it over the phone for the wellness claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] I can, I can tell you how to file a claim, but we can't accept them over the phone because of HIPAA laws.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] But you can mail it to us, you can fax it, um, or maybe if your son can help you with the computer, maybe you can do it online.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEGATIVE] Oh, he's not even there. He's not even here. He's he's.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] He's in another place. Oh, wait, can you, uh, can I send the, um, can you, um, text me the form or, or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Here, let me do this. So
[CUSTOMER][NEUTRAL] Um, to fight for the wellness claim or, or how you do it?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, I'll go ahead and pull up your policy. Um, do you use email? I can email you the forms or I can mail it to your house.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, you can maybe email it to me and then I can, he can um I can get somebody to help me to do it, maybe email it and then send it back.
[AGENT][NEUTRAL] OK. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, my name is [PII] and my phone number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have your policy number?
[CUSTOMER][NEUTRAL] It's 02385617.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and I have you here. I just need you to verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII] and my address is [PII].
[AGENT][NEUTRAL] And your email.
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][NEUTRAL] Do you want me to change this email because I'm showing [PII]?
[CUSTOMER][NEUTRAL] Oh, you have my, my work email, [PII]. OK, that's for my work. Um.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] You want me to change it to [PII]?
[CUSTOMER][NEUTRAL] Uh, that's, yeah, put my Gmail for the form, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the form here because um to send me the form here. That's my um
[AGENT][NEUTRAL] Or you want to keep that and I just send it to the Gmail for the, well, because whatever email we have down is where we're going to send everything to. So do you want to change it to personal or you want to keep it for your work?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, send it for me for my, for my personal.
[AGENT][NEUTRAL] OK, and can you repeat that for me just so I could type it in here.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK. [PII]
[CUSTOMER][NEUTRAL] Yes, send it on my personal.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct. Yes, ma'am.
[AGENT][NEUTRAL] OK, and I'll.
[CUSTOMER][NEUTRAL] Yeah, send send on my email instead.
[AGENT][NEUTRAL] And you need the wellness claim form, right?
[CUSTOMER][POSITIVE] Yes, wellness, wellness for my mammogram wellness.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'll go ahead and send you the form now and then at the bottom of the, the first page at the bottom, you'll see the address and you'll see the fax number.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And um I'll put it in the email also for you. So if you want to fax it, you'll have it. If you, if you want to mail it, you'll have it. And then also in the email if your son or anyone, you know, if you do get some help with the computer, you can do it that way too, so you'll have all three.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds good. OK.
[AGENT][NEUTRAL] All right, well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that is it. You're so kind. Thank you so much for your service. Appreciate you.
[AGENT][POSITIVE] You're very welcome. Well, I'm glad I could assist you and I appreciate you too.
[CUSTOMER][POSITIVE] I have a bless you.
[CUSTOMER][POSITIVE] Thank you, you sound so good. I wish all the all the customers, I mean the representative would like you. You have a wonderful day, my love. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, you also thanks for calling APL.
[CUSTOMER][POSITIVE] No problem, thank you. Have a good day.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Right.