AccountId: 011433970860
ContactId: f54ae2d0-de30-405d-a0ec-e4218d145ede
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 434510 ms
Total Talk Time (AGENT): 229953 ms
Total Talk Time (CUSTOMER): 141553 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/f54ae2d0-de30-405d-a0ec-e4218d145ede_20250430T20:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and um I had called a couple of weeks ago uh for an application to file um.
[CUSTOMER][NEGATIVE] Mm, to file a claim, and the lady's gonna put it in the mail for me, but I never received it.
[AGENT][NEUTRAL] OK, Miss [PII]. So you requested that a claim form be mailed to you, but you haven't received it?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, yes ma'am. Well, I can try and help you with that. And what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] 00, hold on one second because this is the one that usually goes along with the uh with the um.
[CUSTOMER][NEUTRAL] Oh gosh. Mm mhm.
[CUSTOMER][NEUTRAL] Trust Mark.
[CUSTOMER][NEUTRAL] And uh you know, when we file, we do our um I had like have my mammogram to help the screening.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That one, you know, hold on, let me get this policy I think it's 122.
[CUSTOMER][NEUTRAL] 3122 5333, see if that's it.
[AGENT][NEUTRAL] OK, thank you. Give me just a moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so let's see, let me verify your information first for security purposes. So again, Miss [PII], what is your last name and your date of birth?
[CUSTOMER][NEUTRAL] My last name is [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what is another name that we could have on file for you besides [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII], [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, thank you and your home mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then your phone number that we have on file is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright thank you and the last piece of information to verify is gonna be your email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, all right, thank you. So one moment please.
[AGENT][NEUTRAL] OK, so I can say that that request to have them mailed to you was processed back on [PII]. Now, are, do you use the internet very much, Miss [PII], because you can get your forms directly off of the.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Of um excuse me, off of our website.
[AGENT][NEUTRAL] And then we also have a portal that you I could email you the user guide for and you can actually file your wellness claims online.
[AGENT][NEUTRAL] And it explains
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] Yeah, I understand that and uh you know, I, but I was, because I don't have a computer.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, so I don't have a computer and I can do it. They told me I can do it over on my phone.
[AGENT][NEUTRAL] Um, now you might you could possibly try and set it up from your phone. They are making some updates to it currently it's not really as you can't do everything on your phone that you can do on a computer. Some people tell me that they are able to do some things that we've been told they couldn't do at this point.
[AGENT][POSITIVE] But I will still be happy to send that email to you with the um information for our portal.
[AGENT][NEUTRAL] And you can try and set that up.
[AGENT][NEUTRAL] And I can also, if you are not able to, I can request them to be mailed to you again. Were you just needing the wellness form or were you also needing to file a cancer claim?
[CUSTOMER][NEUTRAL] Uh, I guess it's the wellness, I guess it's the wellness. It's the one, you know, OK, like when the, the, the, the, uh.
[CUSTOMER][NEUTRAL] The agents when they used to come to our job and everything, and they would always leave.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, application, a form.
[CUSTOMER][NEUTRAL] Uh, for
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like the wellness like we do the uh mammograms. It's like when you go do your mammogram, you know, you do this and that like the trust mark, and then you, the APL also you, you know, with the same mammogram, just, you know, uh file that also.
[AGENT][NEUTRAL] OK, so I can, I can request that the wellness, because that would be if you're filing up for your mammogram as your like screening benefit, is that what you're filing for?
[CUSTOMER][POSITIVE] Yes, I did, yes.
[AGENT][NEUTRAL] OK, so now I can request that that be um mailed to you again, but I can see that it was requested back on the [PII] and given the mail service mail, I mean I would think that you should have already received that so I can request it to be mailed to you again, but you said that you do not have a way or a friend or anything that could print it for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] No, not really. No.
[AGENT][NEUTRAL] So yes ma'am, I'll, I'll be happy to submit that for you and I am gonna go ahead and send you that other email that I was talking about so that if you can try and set up your profile now you will need to set it up under the last name is [PII]. Your policy is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you would have to use that as your last name when setting it up when it ask for last name?
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] But I will send you that to see if you can possibly set it up because that would be the easiest and the quickest way for you to file the claim.
[AGENT][NEUTRAL] In the meantime,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We'll try the male option for you again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else, and I'm sorry that you haven't received it, but I can see that it was requested.
[CUSTOMER][NEUTRAL] Mhm, OK.
[CUSTOMER][NEUTRAL] Uh, no, that's, that'll be it.
[AGENT][POSITIVE] OK, then. Well, if that's all I can help you with this afternoon, Miss [PII], thank you for calling APL and I hope that you have a very nice evening.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] A bath.