AccountId: 011433970860
ContactId: fe5c97c0-df45-40e8-b3cb-282f97adff27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365609 ms
Total Talk Time (AGENT): 179106 ms
Total Talk Time (CUSTOMER): 165154 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/fe5c97c0-df45-40e8-b3cb-282f97adff27_20250416T16:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. Uh, my name is [PII]. I have a policy there. Um, I just filed in my, uh, my wellness visit, but my husband had a most procedure on the skin thing. So I, uh, I had talked to somebody earlier and they told me I needed to probably do it on the computer cause it wasn't taken, whatever. Anyway, so I, I, I, I, um
[CUSTOMER][NEGATIVE] I printed out the cancer form, and I printed out pages 2 and 4 cause the other didn't have nothing else to fill out. Do I send it? Can I, can I email the cancer form, page 2 and 4 and my bills? Can I, can I mail it? Can I email that to y'all?
[AGENT][NEUTRAL] So we can't accept email um claims documents through email because of HIPAA laws, um, privacy.
[CUSTOMER][NEUTRAL] Oh, well, how do I send it to y'all then? Because how do I fill out the cancer form?
[AGENT][NEUTRAL] So you can download the cancer form and fill it out on your computer and then if you want to upload it to the um online service center, which is our secure portal, you can do that or um
[AGENT][NEUTRAL] I don't know if you're faxing it or mailing it, you can, um, print them out and fill it out and fax it or mail it. It's really whichever you prefer.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK. Oh, I didn't know you could, uh, OK, I'm trying to figure this out here. I'm not too smart on this computer stuff.
[AGENT][NEUTRAL] And while you're doing
[AGENT][NEUTRAL] It's OK. I can help you, Ms. [PII], but while you're doing that, may I have a good contact number in case we're disconnected and your policy number so I can pull it up here.
[CUSTOMER][NEUTRAL] Go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] Yes, my policy number is 674.
[CUSTOMER][NEUTRAL] 670 and it's my phone number is for [PII].
[AGENT][NEUTRAL] OK, here we go. And then I just need you to verify your date of birth, mailing and email address on file.
[CUSTOMER][NEUTRAL] Uh, [PII]. And um
[CUSTOMER][NEUTRAL] My uh my mailing is [PII].
[AGENT][NEUTRAL] Thank you and all the information provided is a verification of benefits, not a guarantee of payment. And I just looked to see if you um have the online service center, so you have an account um on the portal. If you don't remember, yes.
[CUSTOMER][NEUTRAL] Yeah, I just.
[CUSTOMER][NEUTRAL] I did. I had to change my email. OK, I just downloaded that form on my my server on, on my thing so I'll fill that out and then how do I get that to y'all after I fill this out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so once you fill it out and you log into the portal on your like, I guess I could call like a dashboard, it shows your name and everything, yeah, it's a dashboard, um, you would, there's a pop up that you're looking for like a little
[AGENT][NEUTRAL] But and it'll say file claims or upload documents. You just click on that and then follow the prompts. It'll make you choose like his name or your name, which policy you want to file under there, and then it'll let you um attach the document that you filled out.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And whatever else you're sending, if you're sending others.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm sorry. I'm just not real smart on this. OK, one other thing, I was looking at that. Did I, uh, I know I didn't file last year for my husband's wellness visit, so that's what I'm doing, that's what I sent that in. The lady said that she got that and it took me like 2 or 3 times to get that done. But uh I, she said they got it. So, um, did I not file one for him for [PII]?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII], let's see.
[CUSTOMER][NEUTRAL] A wellness visit, yeah, I, I, I, I saw where it had some other things that I filed and I thought, well, there's nothing for [PII] on him.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Or 2023, 1 of them, I don't know.
[AGENT][NEUTRAL] Let me check. Hold on one second. I see something. What data service is that? Hold on one second. This is 22.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so 23, he received it for both. Oh, wait a minute. This is the same claim number. Hold on one second. I just want to make sure.
[CUSTOMER][NEUTRAL] Oh, I do it? OK, OK.
[CUSTOMER][NEUTRAL] OK, I thought I did.
[AGENT][NEUTRAL] No, hold on one moment.
[AGENT][NEUTRAL] [PII]. OK, so it was
[AGENT][NEUTRAL] Um, [PII], a wellness benefit was paid and then [PII], the wellness benefit was paid. So yes, [PII] and 23 you process for him and they were both paid the $75.
[CUSTOMER][NEUTRAL] Yeah, OK, OK.
[CUSTOMER][NEUTRAL] OK, OK, got you. OK, so alright then I'll save it, I guess after I fill it out, well then I'll save it again on my computer or I have to print that out again, huh?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, no, so you'll fill it out on the computer, save it on the computer. Make sure you remember, I, I would save it to my desktop.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then when you log into the online service center and you click the um upload documents button and you start following those prompts, then it's gonna say um like upload documents and you'll click attach and it's gonna bring you to that box where all your saved documents are and then you just uh click it and attach it, and it'll send to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK. OK. Well, I hope I have to call you again. I'm sorry.
[AGENT][POSITIVE] Well, if you do, that's totally fine. That's what we're here for.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome, Mrs. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it thanks I appreciate it.
[AGENT][POSITIVE] All right, thanks for calling APL. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, bye-bye.