AccountId: 011433970860
ContactId: f9dacec8-cbd0-4bb9-9935-80bf76c720ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 579409 ms
Total Talk Time (AGENT): 145328 ms
Total Talk Time (CUSTOMER): 110309 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/f9dacec8-cbd0-4bb9-9935-80bf76c720ee_20250604T21:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII], and I was trying to fill out my form to send for my wellness program, and it seems like I'm missing something because I just, I have up here at the top, the policy number and then I have the last four of my social, but it seems like I used to write in more than that. Is that all I need to put in?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, sounds like you probably need to put more information. Let me go ahead and see uh how I can help you. Maybe I can check in the the form just to make sure we're looking at the same form. Miss [PII], may I have a callback number just in case we get this you're welcome, Miss [PII]. Mhm.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. OK, thank you. And may I have the policy number? OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's uh I'm sorry, 84,290.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah. And for security, may I have your date of birth and mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm perfect. Thank you. All right. So the claim form that you're looking at, how many pages do you have?
[CUSTOMER][NEUTRAL] I just have one, it's the form that the hospitals, I get from the hospital every year. And then I write the information on this, on the form that the hospital send me with the diagnosis and the code and the treatment and all.
[AGENT][NEUTRAL] Mm. And you said it was for your wellness?
[CUSTOMER][POSITIVE] Yes, my mammogram each year. You don't have to do one every year.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, yeah, we have uh changed our forms, so um there is a different form that you need to use for that, um.
[AGENT][NEUTRAL] What is the best way that I can send this out to you, Miss [PII]?
[CUSTOMER][NEGATIVE] You can email it. So if I hadn't called back checking, I would have sent this thing and and it's been all wrong. Nobody get contacted me letting me know about a different form. Should I have been notified?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, no, um, this is something that changed many years ago, but it, it is basically the form that you used to send before, um, we could have used because we were asking for more information in the past. Now we're not asking for that much information. It's just a form that you need to fill out and that's it. You don't have to send any additional documents or anything like that. So it's just simpler.
[CUSTOMER][NEUTRAL] OK, can you email it to me?
[AGENT][POSITIVE] Yes, I can. All right.
[CUSTOMER][NEUTRAL] Would I be able to copy from that and send it in?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm, yes, yes, you can. All right, so let me go ahead and you want me to send it to the email on file which is Ms.
[CUSTOMER][NEUTRAL] Yes, you have [PII] [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, that's the one we have. OK, so let me go ahead and send it to that email. Um, do you mind holding for me? so I can go ahead and send it right now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I don't mind holding.
[AGENT][POSITIVE] OK, thank you. All right, thank you.
[CUSTOMER][NEUTRAL] I don't mind holding.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. Did you receive the email I sent?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, hold on, let me check. I didn't hold on.
[AGENT][NEUTRAL] OK. OK. Sure.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I received it.
[AGENT][NEUTRAL] OK, perfect. So just fill out the claim form and that's all you need to send. Just the claim form filled out and that's all. You don't need to send any extra documents no more, OK?
[CUSTOMER][POSITIVE] OK, all these uh things down here, these squares and blocks, don't have to fill all that out.
[AGENT][NEUTRAL] You just pick the one, the test that you did, the one you did, and just put the date on that one and just put the information of your doctor.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right then thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. Have a good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure bye bye.
[AGENT][POSITIVE] Thank you, bye.
[CUSTOMER][NEUTRAL] Yeah