AccountId: 011433970860
ContactId: ff5ee225-9739-405a-8f24-8d83c17a6e1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 584130 ms
Total Talk Time (AGENT): 193721 ms
Total Talk Time (CUSTOMER): 161210 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/ff5ee225-9739-405a-8f24-8d83c17a6e1c_20250523T13:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. Uh, I was calling to see if my wellness benefit has been met for the last couple of years.
[AGENT][NEUTRAL] OK. Um, do you have your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I do, it's 734-389.
[AGENT][NEUTRAL] OK. And could you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] You have a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then lastly just your address and email address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, and you're checking on what wellness claims we have on file?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Last one I have is from [PII].
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Yeah, don't have anything since that date.
[CUSTOMER][NEUTRAL] OK, so I need 2324 is 23, 24 and 25 still be filed?
[AGENT][POSITIVE] Yes, yeah, you have uh unlimited time frame. You can file at any time.
[CUSTOMER][NEUTRAL] OK, and what's the, what's, what do I need to send you?
[AGENT][NEUTRAL] Um, just something that shows the type of service that was rendered, the diagnosis, um, the facility where it took place, and how much it charged.
[CUSTOMER][NEUTRAL] OK, and how can I get it to you? Or do I have to submit a form or?
[CUSTOMER][NEUTRAL] What? And can it be?
[AGENT][NEUTRAL] Um, you can fax or mail.
[CUSTOMER][NEUTRAL] OK, cannot email.
[AGENT][NEUTRAL] No email, um, but you, do you have access to our portal? Have you ever created an online account?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Um, that can be created from a desktop or laptop where you can upload the documents.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so and, and do it that way?
[AGENT][NEUTRAL] Yeah, um, I can send you an instructional guide on how to set it up.
[AGENT][NEUTRAL] Um, or we can walk through it on the phone if you have time.
[CUSTOMER][NEUTRAL] OK, if you will.
[CUSTOMER][NEUTRAL] Uh, let's see, I'm at work. Let's see, OK, I'm in Google, so where do I go to?
[AGENT][NEUTRAL] So go to [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'm there, uh, it says new online service center coming. I was just, OK, alright, what do I need to do new user?
[AGENT][NEUTRAL] Oh, yes, new user and then you'll do I'm an individual.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then you'll do your last name. It'll be your social security number, full social security number, no dashes.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, now I gotta get my username.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Password is not working.
[CUSTOMER][MIXED] It's still OK it said my passwords don't match.
[AGENT][NEGATIVE] Yeah, the password thing's a little finicky.
[CUSTOMER][POSITIVE] Alright, finally got it.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] Your account has been successfully created.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] I don't want it saved so what do I do now?
[AGENT][NEUTRAL] Um, so once you gather the documentation, there should be a dashboard on there and you can upload files, um, and that will, that will submit them to us.
[CUSTOMER][NEUTRAL] Log in.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, is there a poli is there like a claim form I need to submit?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] No, if you're online on the portal, you won't need to submit a claim form. You can just upload those directly to the portal.
[CUSTOMER][NEUTRAL] OK, in the event I'm not online, is there a.
[CUSTOMER][NEUTRAL] Claim form or can I get one online?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, if you go to, let me see.
[AGENT][NEUTRAL] Trying to find the uh.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] You can go to um
[AGENT][POSITIVE] Goodness [PII], I'm drawing a blank. Um, sorry.
[AGENT][NEUTRAL] Friday.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][POSITIVE] And it's a long weekend too.
[AGENT][POSITIVE] I know, I know. I'm ready.
[AGENT][NEUTRAL] Um, OK, sorry about that. Uh, let's see, so 8 [PII]. Sorry, goodness [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then the claim form.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, so we have a top right there's claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can. I think there's a wellness form at the back, yeah, wellness and screening benefits form.
[AGENT][NEUTRAL] It's on page 3.
[CUSTOMER][NEUTRAL] OK, and what
[CUSTOMER][NEUTRAL] OK, what is the, what does the wellness cover?
[AGENT][NEUTRAL] Um, so it looks like under your policy.
[AGENT][NEUTRAL] Let me get that pulled up.
[AGENT][NEUTRAL] And anything I quote is not a guarantee of payment. It's a basic outline of your policy.
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so your wellness.
[AGENT][NEUTRAL] Looks like we had paid $90 in the past, but let me make sure nothing's changed.
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Sorry, I'm just reading through it, making sure I'm not missing anything.
[AGENT][NEUTRAL] Uh, yes, $90 per calendar year.
[CUSTOMER][NEUTRAL] OK, and what classifies as a wellness that's what I was meaning to ask.
[AGENT][NEUTRAL] Uh, several different things. So we've got mammogram, breast ultrasound, um,
[AGENT][NEUTRAL] Let's see, colonoscopy, pretty much anything that is your standard of care, um, Pap smear.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] all of the routine, um, standard of care for preventative services.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and you're still at [PII]?
[AGENT][NEUTRAL] Um, no, actually, it's a [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] And zip code is [PII].
[CUSTOMER][POSITIVE] OK, I got it. Thank you so much, [PII]. You enjoy the rest of your day.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Goodbye.