AccountId: 011433970860
ContactId: f3b0c851-c48d-459c-8132-abcde1bc914d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1910959 ms
Total Talk Time (AGENT): 726319 ms
Total Talk Time (CUSTOMER): 892016 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/f3b0c851-c48d-459c-8132-abcde1bc914d_20241230T18:12_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII], [PII]. How are you?
[AGENT][POSITIVE] I'm good, Ms. [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm fine. Y'all been having the damage over there the weekend with the hurricanes and tornadoes, huh, low wood.
[AGENT][NEUTRAL] Mm, yes. Uh, well, we had some damage. Yes, ma'am. There were a couple of homes that had trees come down on them, but
[CUSTOMER][NEUTRAL] Oh, but you
[CUSTOMER][NEGATIVE] OK, it's something where we, you know, notice that that of rain and some over here in [PII] and surrounding areas, but this is what I'm but I am so embarrassed to say I'm gonna do better. I, for, um, I, I've usually file, I found out uh for the last few years filing for when I go in for my mammogram.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And filling out, you know, saying about uh reimbursement for that, is that still part of my plan?
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let me give you my [PII], [PII].
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], let me, so you're wanting to check on your benefits to see if your a mammogram is still on your wellness or screening benefits?
[CUSTOMER][NEUTRAL] Yes, OK, that's the word wellness I couldn't, OK, yeah.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. So first off, uh, what is a good callback number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, look, with the rain, my landline has been cutting up, so I'm calling landline, but I better give you my cell in case you try to call back. It's area code [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Now the home I'm speaking from, like I said, we've been having some problems with that rain with AT&T, but [PII].
[CUSTOMER][NEUTRAL] [PII] is what I'm now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's your home number? OK, and then you said your cell number was [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] [PII]. OK. All right. And what is your policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Oh Lord
[CUSTOMER][NEUTRAL] I don't have that close by, is it?
[AGENT][NEUTRAL] OK, what is your full social and I can try and look it up that way.
[CUSTOMER][NEUTRAL] OK [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] I didn't get all of that.
[AGENT][NEUTRAL] Alright, and any information, Ms. [PII], that I do provide for you today would be a verification of benefits and not a guarantee of payment. So first off, uh, if you could please verify your date of birth for me.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file is the one ending in [PII]. Did you say that was your cell number or the home home number? OK.
[CUSTOMER][NEUTRAL] That's the home.
[CUSTOMER][NEUTRAL] That's the home number, that's the one I'm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Alright, and so do we need to add your cell number on file for you also?
[CUSTOMER][NEUTRAL] Yes, I guess it wouldn't hurt.
[AGENT][NEUTRAL] OK. And again, that's [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yes, it surely is. Thank you.
[AGENT][NEUTRAL] Yes, ma'am. And lastly, your email address.
[CUSTOMER][NEUTRAL] OK, here we go. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] R as in red. B as in berry, E as in E L L A.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][POSITIVE] All right. Thank you very much.
[AGENT][NEUTRAL] OK. So, yes, ma'am. Um, we do, the mammogram is still one of the diagnostic and prevention.
[AGENT][NEUTRAL] Test on your on your on your cancer policy. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, do you use the internet very much, Ms. [PII]?
[CUSTOMER][NEUTRAL] Sometimes.
[AGENT][NEUTRAL] OK, and the reason that I'm asking you that, I don't know if anyone has ever told you before, but we now have a portal called the online service center. I have a user guide for with the instructions on setting that up and also the, the different ways that you can use your portal.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Because you can actually file your wellness claim online now there's a um.
[AGENT][NEUTRAL] Once you create your portal, you would see it says file a wellness claim and you just complete that form and you can submit it through your portal.
[CUSTOMER][NEUTRAL] OK, is that gonna be a long process for me?
[AGENT][NEUTRAL] No. Oh no, it's not, it's not very, it's not very difficult at all to set up. No, ma'am. It's pretty simple and then
[CUSTOMER][NEUTRAL] OK, now I just happened on your page I noticed where it says file claims online 24/7 sign in.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So do I click
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You can, but if you want to go ahead and do that, you could set it up while I'm on the phone with you, but I would also like to send you this user guide because again it has step by step instructions to walk you through that process.
[CUSTOMER][NEUTRAL] OK, well, let me ask you this question without sounding crazy.
[AGENT][NEGATIVE] Uh-huh. Yeah, you're not gonna sound crazy.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, I, this, I had, I don't know, it's just different things I've been having trouble with my back and stuff. I had my mammogram, uh, back here in, uh, in June. So if I file for a claim, it has to be the same year that, uh,
[CUSTOMER][NEUTRAL] I had the mammogram, right?
[AGENT][NEUTRAL] Yes, ma'am. You will, you can still file for your mammogram that you had in
[AGENT][NEUTRAL] [PII] because I don't see that we've received anything for you since last year.
[CUSTOMER][NEUTRAL] Right, right. So just tell me what's gonna be best for you because I was thinking I had to have it in before [PII] was over, you know, submitted.
[AGENT][NEUTRAL] No, ma'am. Not necessarily. No, ma'am, cause there's, we don't have a timely filing on that.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Like a lot of insurance companies. So, no, ma'am, you haven't missed the window even if, even if you still had your policy in two years from now, you said, oh, I forgot to file my mammogram for [PII], where you could still file it with us.
[CUSTOMER][NEUTRAL] OK, well, let me ask you this question. Uh, but with the same with the thing with the printout they gave me this time, it's just, uh, like, uh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] an itemization of my services.
[AGENT][NEUTRAL] You don't even, yes, ma'am, you don't even have to have that anymore, Ms. [PII]. You will simply just complete this wellness claim form, mark the type of test, you know, your mammogram if that's the one you're submitting for, put the date. You'll just fill out this little claim form and send it. You do not have to send any supporting documentation like you did before.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] For wellness. Mhm.
[CUSTOMER][NEUTRAL] OK. So, um,
[CUSTOMER][NEUTRAL] You tell me what's best to go through the portal or click in the the where it says file claims online 24/7, the fastest and and it says.
[AGENT][NEUTRAL] Yes, ma'am. Right, that.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Go, go to
[AGENT][NEUTRAL] That's referring to the portal. That what you're reading me is referring to the portal. You have to set up your portal in order to be able to submit them online, but I have gone ahead and emailed you that user guide. Now if you are able to try and set it up while you're not on the phone, I'll be happy to.
[CUSTOMER][NEUTRAL] OK, let me just, you have time. It's not your lunch hour because we're all in Central Standard Time. It's [PII] now. Are you on your
[AGENT][NEUTRAL] Assist you with that.
[AGENT][NEUTRAL] Yes, ma'am. It's OK. No, ma'am, it's OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let's just be honest, [PII], can you just call me back? I don't want to interrupt you. Look after this storm.
[AGENT][NEUTRAL] No. Yes, ma'am.
[AGENT][NEUTRAL] Oh, no, ma'am.
[CUSTOMER][NEUTRAL] OK. Well, I
[AGENT][POSITIVE] I'm not on lunch. I'm, I'm not on lunch. So if now is a good time for you, I'll be happy to, to help you with this.
[CUSTOMER][NEUTRAL] OK, OK, well, I clicked on that. It says online center welcome, uh, down on file claims of view policy. OK, so log in and it says I'm gonna.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what, so what you're gonna do is select new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then you will select I'm an individual, the first one.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, then hit next.
[AGENT][NEUTRAL] Then from there, click next. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on that screen you're gonna fill in those those 5 boxes with that information.
[CUSTOMER][NEUTRAL] OK, says last name is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your social?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, since I don't have that, thank you so much.
[CUSTOMER][NEUTRAL] OK, zip code?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Email, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Make sure this thing will do. Oh, it's, it's coming up right, I guess it's probably save the information I'll be that Comcast's date of birth.
[AGENT][NEUTRAL] And now let's let me make sure you haven't already because if you set up one before maybe it won't let you set up another one. Let me see, let me just double check. No, you don't, you don't have one set up yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] OK, next
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Ooh, that seems to be a problem. No user was found with the information.
[CUSTOMER][NEUTRAL] If please try again uh uh OK, on the new user, I went to last name.
[CUSTOMER][NEUTRAL] Social security number.
[CUSTOMER][NEUTRAL] A member ID residential zip and I put my email.
[CUSTOMER][NEUTRAL] Uh, and then my date of birth.
[AGENT][NEUTRAL] OK, so let's, maybe there was a typo. So [PII] is [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Social [PII].
[CUSTOMER][NEUTRAL] I know what happened. It's [PII] rather than 13. I made an error. You're right, typo, OK, and let me see what will happen with that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Because we have 13 and the 13 is correct.
[CUSTOMER][NEUTRAL] That's it [PII] right now I'm to the next step. Create your account the name.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, OK, so your user name, Ms. [PII] can be anything that you want it to be. It's not case sensitive, it doesn't have any minimum criteria. It can be anything.
[CUSTOMER][NEUTRAL] OK, what if I just put like 4 numbers, would that work?
[AGENT][NEUTRAL] I believe that it will, yes, I don't think.
[AGENT][NEUTRAL] That you have to have letters I mean to my knowledge, there have been a few updates but to my knowledge the username can still be anything because like if you were to get locked out of your account.
[CUSTOMER][NEUTRAL] Outside
[CUSTOMER][NEUTRAL] Uh-huh, I'm a try.
[AGENT][NEUTRAL] You can call us and we can see your username. It's the password we will not have access to.
[CUSTOMER][NEUTRAL] OK, so I'm gonna try that with the username.
[AGENT][NEUTRAL] And the user, uh-huh, and then now your password does have a minimum criteria to meet.
[CUSTOMER][NEUTRAL] Right, right, right.
[AGENT][NEUTRAL] And it should tell you what that is. If you just click in that box, it should tell you how many characters and what type of
[CUSTOMER][NEUTRAL] 12 I'm going to put 12345 I think I have.
[AGENT][NEUTRAL] Because you do have to use uppercase letters, lowercase letters, numbers, and then at least one special character.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It has to be, yes, I believe a minimum of 8 total characters in length.
[CUSTOMER][NEUTRAL] Oh, that's what I thought.
[CUSTOMER][NEUTRAL] 23456789. I don't need 9. I just well I let 9 OK and then um.
[AGENT][NEUTRAL] It can be longer than 8, but it has to be at least 8 total.
[CUSTOMER][NEUTRAL] I'm gonna try what I have and we'll see.
[AGENT][NEUTRAL] OK. Uh.
[CUSTOMER][POSITIVE] I appreciate this so much.
[AGENT][POSITIVE] Oh, you're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm a concern.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it says, OK, for the email.
[CUSTOMER][NEUTRAL] Down there again, OK.
[CUSTOMER][NEUTRAL] OK, confirm primary phone.
[CUSTOMER][NEUTRAL] Mm, I wonder if I might need to.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] You, um, so with this storm and my son's been asking me about getting rid of AT&T. I can saving [PII]y, but I'm just old school. I like the landline and that. So, oh, I see it gives primary then a text message phone. OK, and I on that [PII] text message phone. Now I'm gonna have to enter it cause it's the first time for that [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me go back [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I did that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Well it says next and we'll go for that now we'll see how well I've done.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] You see how well your student has done. It says my has been successfully created, [PII].
[AGENT][NEUTRAL] Ah,
[AGENT][POSITIVE] Yay, yay. I knew you could do it without any problems, Ms. [PII]. I never had a doubt.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Thank you. So now it says it's created by log in?
[AGENT][NEUTRAL] Mhm, you can log in now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, if I wanna save it, can I just save it?
[AGENT][NEUTRAL] I think that you can, but I'm not 100% on that for security purposes.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so it will save this password you save, uh, keep your safe password private device pass. I don't know, sometimes my sons tell me don't, don't have it automatically saved or not. So if you're.
[AGENT][NEUTRAL] Right, and we, it, the, the portal did not used to let you save your password. Um, I would let you like retain the username in there, but not the password, but I, so I honestly don't know the answer to that question. You can try it to see if it will.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, it did. Got it and and uh submit.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now that user guide that I emailed you, the email that you will have in your inbox is going to be from care team at [PII].
[AGENT][NEUTRAL] And I put APL online service center in the portal for you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now in uploading like submitting your claim or anytime you have to upload something to us, you always have to do that from a computer that user guide explains that to you you can't upload from your cell phone.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, not from the cell phone, but from the computer, uh-huh.
[AGENT][NEUTRAL] Correct, it doesn't currently support mobile functionality.
[CUSTOMER][NEUTRAL] OK, that's OK. That's fine. Oh, I see it says new text message. Hey [PII], you can receive status update via text from American and the 10 digit phone number to receive update. So do I need to do that?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you cannot you that's not required, but you can opt in for text notification alerts so that when the claim is processed you should get a text letting you know that.
[CUSTOMER][NEUTRAL] OK, well, I'll, I'll just see what happens. 3183.
[AGENT][NEUTRAL] You can add in, I believe it's already on, but you can add in direct deposit information.
[CUSTOMER][POSITIVE] OK, now my direct deposit is already on spot.
[AGENT][NEUTRAL] It's already there, I think it's already there.
[CUSTOMER][NEUTRAL] OK, I entered [PII] and then I have to like verify.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I click verify.
[AGENT][NEUTRAL] Uh, yes, ma'am. I think so. Uh-huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] A text message with a verification code has been sent to your phone. Please enter the code here. I may not have needed to have done, but well, since I'm on here, let me put the
[CUSTOMER][NEUTRAL] Uh, we just stuck with me and then I, you pay with me during the lunch hour, so.
[CUSTOMER][NEUTRAL] OK, here's
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] OK, here's the, is my AP verification code is, so where do I send? oh, OK, that's the place I send the code, OK.
[AGENT][NEUTRAL] Uh-huh. You'll just enter that there.
[CUSTOMER][NEUTRAL] OK, and I hit confirm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Your phone number has been verified and now you have subscribed to text message notification at the get up, OK, and I don't need to set up direct since I already have direct deposit.
[AGENT][NEUTRAL] Correct. I can see that's in the system. We have your bank draft information and there is direct deposit information showing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so now I'm on this page. Do I need to upload a claim? tell me what to do next.
[AGENT][NEUTRAL] OK, so do you see, um, let me pull the user guide up because I can't get as deep into it as you can, uh.
[AGENT][NEUTRAL] Logged fully in. So do you see where it says something like um file a wellness claim?
[AGENT][NEUTRAL] You may see where it's, uh-huh, so you would just click on file uh file wellness claim.
[CUSTOMER][POSITIVE] Right, yes, yes, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And it's loading. I love this technology with the loading little vertical then sometimes hard.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, sometimes it makes life easier and sometimes I'm not sure, Ms. [PII].
[CUSTOMER][NEUTRAL] That's I always say I used to tell the students when technology works it's good, but when it's not, mm, OK, here it is this claim. Let's get started. Who are you filing a claim for?
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] OK. So you would, that should be yourself.
[AGENT][NEUTRAL] Or your name?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I believe you would click next.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I had it OK then it says continue.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What day was the service performed?
[AGENT][NEUTRAL] Mhm. Just whatever date you had your mammogram done.
[CUSTOMER][NEUTRAL] OK, it was.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, tell us the facilities.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it
[CUSTOMER][NEUTRAL] Um, Saint Francis.
[CUSTOMER][NEUTRAL] Oh, it's a long thing, but it'll pop OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Friends
[CUSTOMER][NEUTRAL] Make sure I have a type of
[CUSTOMER][NEUTRAL] Franciscan missionaries of our lady.
[CUSTOMER][NEUTRAL] A lady, OK.
[CUSTOMER][NEUTRAL] Um, alrighty, so I put that in and it says the contact number.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] This.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Choice for the number, OK.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So now, uh, the uh the address it ask for the contact number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, I'm gonna have to Google that number because on this it does, it just has the billing address.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Contact number for that provider.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] even though it was done locally here in [PII], but uh,
[CUSTOMER][NEUTRAL] That's the name of uh let me just see if.
[CUSTOMER][NEUTRAL] I need to put that local number or not, the kid is the degree.
[AGENT][NEUTRAL] You would just, yeah, just fill it in with like.
[CUSTOMER][NEUTRAL] OK, here, uh, OK, here it is, uh.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Friends and I will lady hell, OK.
[CUSTOMER][NEUTRAL] Uh, OK, here it is. It's, is it the, uh, with that is to be the Baton Rouge number. OK, I'm gonna answer that number because.
[CUSTOMER][NEUTRAL] Your system will verify it anyway 225.
[CUSTOMER][NEUTRAL] 92.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] 27.
[CUSTOMER][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] OK, so they did that select the, uh, select the wellness exam.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] That was so I can't do.
[AGENT][NEUTRAL] See if she ever.
[CUSTOMER][NEUTRAL] Do the mammogram and bone density. It has to be one or the other, right?
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh. Let me double check, but I believe it's one, let's see.
[CUSTOMER][NEUTRAL] OK, so I'll click mammogram I think.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Just one mammogram.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is, it's one test per covered person per calendar year.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, now it says.
[CUSTOMER][NEUTRAL] Continue
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do I
[CUSTOMER][NEUTRAL] Um, answer the questions above to proceed with this claim.
[CUSTOMER][NEUTRAL] Get answers need assistance? No, you're helping me. So do I hit continue or close?
[CUSTOMER][NEUTRAL] I'll hit continue tells me.
[CUSTOMER][NEUTRAL] Want to enroll in direct department that and I'll just say.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm gonna hit continue
[AGENT][NEGATIVE] Cause I
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Since I'm already direct deposit.
[AGENT][NEUTRAL] Yes, and cause I can see that.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Uh, confirm your details. Me, state, this number, mammogram, acknowledgment. I acknowledge that I have read the fraud.
[CUSTOMER][NEUTRAL] I hereby certified, yes.
[CUSTOMER][POSITIVE] Please sign below using your mouse. Oh, this is interesting.
[AGENT][NEUTRAL] I know. Isn't that the fun part? That's the
[CUSTOMER][NEGATIVE] Now let me I've never done that.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So I hit the keyboard or the mouse?
[AGENT][POSITIVE] Use your mouse. I think you have to use your mouse and just the best you can.
[CUSTOMER][NEUTRAL] OK, it
[CUSTOMER][NEUTRAL] Yeah, I see.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] R
[CUSTOMER][POSITIVE] This is interesting.
[CUSTOMER][NEUTRAL] I'm just [PII]. I'm just gonna put [PII] cause by the time I go through this is something else, [PII].
[CUSTOMER][NEUTRAL] Look like a preschool.
[CUSTOMER][NEUTRAL] But it's [PII]
[CUSTOMER][NEUTRAL] All right, now I'm gonna hit, uh, they say.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] And you should, once everything's completed, you should get a confirmation.
[AGENT][NEUTRAL] I think that would, it, it tells you, um.
[AGENT][NEUTRAL] That your claim has been like successfully uploaded or submitted.
[CUSTOMER][NEUTRAL] I probably need to hit out.
[AGENT][NEUTRAL] It should be a confirmation page.
[CUSTOMER][NEUTRAL] I probably need to hit file my claim. What you think?
[AGENT][NEUTRAL] Well, did you hit close?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I hit save and then under save I can either clear or go back or hit file my claim.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, let me see. Um.
[AGENT][NEUTRAL] They file my claim.
[CUSTOMER][NEUTRAL] OK, submitting data, please wait.
[CUSTOMER][NEUTRAL] Lo loading.
[CUSTOMER][NEUTRAL] little da da da da.
[AGENT][NEUTRAL] Give it just a second and then
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] After it does this little thing, you should get a confirmation page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'll wait to see, uh, with that and whether the so close I don't need to close it out. I'll wait till it.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Yeah, wait until you see.
[CUSTOMER][NEUTRAL] Oh wait, this is what it says now. Successful entry. Your confirmation number for this claim is and uh.
[CUSTOMER][NEUTRAL] It gave me that confirmation number on this form. Let me write that down.
[AGENT][NEUTRAL] OK, and then
[AGENT][NEUTRAL] Once you've, yep, once you've got that, you can, I think you can download if you wanted to, a PDF of your completed claim form.
[CUSTOMER][NEUTRAL] Let me.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Or you can just click click close. But I can see that it's uploaded. I can, I can.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can say right, it's and it says your confirmation for this claim is uh OSC 90.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] S
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] 944 is that what you got?
[AGENT][POSITIVE] Yes, ma'am, it certainly is.
[CUSTOMER][NEUTRAL] OK, now you know what happens when you get a certain age you get so happy that you've done that somebody have a completed form. I don't think I need that, you know, do you would just.
[CUSTOMER][NEUTRAL] Should I download it or just close?
[AGENT][NEUTRAL] I if you just wanted to have a copy of that for your records, I mean, you could download it and save it if you wanted to. That's entirely up to you.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am. I tell you what, uh.
[AGENT][NEUTRAL] But it is, it is now in line for reviews.
[CUSTOMER][NEUTRAL] I'll just
[CUSTOMER][NEUTRAL] OK, so, uh, now do I to go back to where would you, uh.
[CUSTOMER][NEUTRAL] OK, let me close the wellness claim form situation out another claim, uh, I just hit that CLOSE closed, right?
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] You, you can, yes. Uh-huh. Just click close and that should take you back to your dashboard. And then once your claim has um your, the submission, you should be able to see that in the claims processed.
[CUSTOMER][NEUTRAL] I've download
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I told this thing to print. Maybe the printer is closed. Let's see, cause I could always go back in and and get a copy of the form later, right?
[AGENT][NEUTRAL] Uh, I believe that you can. I believe that by clicking on that little PDF icon that you should see, I believe so.
[CUSTOMER][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] You know what I'm gonna do.
[CUSTOMER][NEGATIVE] The printer is slow. It's just uh.
[CUSTOMER][NEUTRAL] Undoubtedly, I must, I must have done something because it's all gone. It's, it's not there and it's printing, so, uh, thank you so, so, so, so, so.
[AGENT][POSITIVE] Oh, absolutely. It was certainly my pleasure.
[CUSTOMER][POSITIVE] All [PII], take care and have a good one and thankful that you know you and family made everybody, you know, with uh.
[AGENT][POSITIVE] Yes, ma'am. Thank you again for asking and I hope that you all, you know, make it through the storms you all are going through right now.
[CUSTOMER][POSITIVE] Yes, thank you so much and I have this and uh I don't have to worry about running out this and going through this post office spirit told me to just call this number and the Lord would connect me with somebody that's good, so take care, have a good day and I thank you here.
[AGENT][POSITIVE] Safely.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You are certainly welcome and so that is all I can help you with today at the moment, Ms. [PII], thank you again for calling APL and I hope you have a very happy [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much and you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.