AccountId: 011433970860
ContactId: f8924f23-b563-42ef-93ac-ab6ef73b7602
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250690 ms
Total Talk Time (AGENT): 88135 ms
Total Talk Time (CUSTOMER): 152185 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/f8924f23-b563-42ef-93ac-ab6ef73b7602_20250313T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. Um, should I give you my policy number?
[AGENT][NEUTRAL] Yes, Ms. [PII], um, you can give me your policy number so I can pull it up and verify it with you.
[CUSTOMER][NEUTRAL] OK. Great. It's 217-0857.
[AGENT][NEUTRAL] OK let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK Miss [PII] can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Address is [PII]. My phone number is [PII] and my email is [PII].
[AGENT][POSITIVE] Thank you. I appreciate you verifying your policy. And if the phone gets disconnected, is that phone number you just gave me a good one to call you back on?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] OK, perfect. Alright, how can I help you today?
[CUSTOMER][NEUTRAL] OK. Well, um, apparently, um, I, I had my cancer policy with y'all from I think [PII] up through [PII], um, through my union at work. Apparently they're now, we're now with somebody else, but
[CUSTOMER][NEUTRAL] I um was wondering, I did my mammogram last year and I forgot to submit the bill for the reimbursement for the wellness and so I went on and I was trying to do that and I was able to upload a copy of the actual bill with the billing codes and stuff and then I went to fill out um the.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Online claim form where I um put my name and where the service what it was and where it was performed and the date and I I've tried this 4 or 5 times now and I get all the way to where I submit it and I can't get me get it to submit and give me a temporary ID. It just, it's just like it's trying to submit but it just won't.
[AGENT][NEUTRAL] Right, OK, so the reason that the online service center is not working for you is because your policy is lapsed. So when a policy is lapsed we can't use the online service and you'll have to either fax it or mail it in.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK. So that's why. OK, I wasn't sure. So, so am I able to still um get that benefit since I, I just realized it like a few minutes ago that I had forgotten to submit that. I still can.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Yes, um, we do not have a timely filing limit on our policies. So as long as your policy was active on the date of service, you can submit a claim at any time.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Great, OK, so I will go online and maybe just mail all of the information in or if I if I get a chance later maybe I can get it faxed in to you. OK, thank you so much. I really do appreciate your help.
[AGENT][NEUTRAL] It's no problem at all. Would you like for me to give you the APL claims mailing address and the fax number, or do you have that?
[CUSTOMER][POSITIVE] I think I have it. I think I just saw it online, um, when I went to the claims and forms. Yes, I sure do. Thank you so much, so I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] There's no problem at all. Is there anything else I can help you with today, Miss [PII], before we go?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling HTL.
[CUSTOMER][NEUTRAL] You too. OK. Bye-bye.