AccountId: 011433970860
ContactId: ffb5bb8e-8da3-4c98-a1dd-9a971df0fb6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250559 ms
Total Talk Time (AGENT): 74918 ms
Total Talk Time (CUSTOMER): 161610 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/ffb5bb8e-8da3-4c98-a1dd-9a971df0fb6d_20250121T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in the claims department. I have an insured that has a cancer policy, uh, and it looks like she did call back in November, uh, of last year. Uh, her policy has been canceled and she's trying to file a wellness claim for her husband.
[CUSTOMER][NEUTRAL] Which would be prior to the uh term date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, but I don't, she said she faxed it. I don't show that it was ever received, and she's just wanting to speak with someone in the cancer department.
[AGENT][NEUTRAL] OK, what's her policy number?
[CUSTOMER][NEUTRAL] It is 1207939.
[CUSTOMER][NEUTRAL] And [PII] is who is on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um I have verified her information.
[AGENT][NEUTRAL] OK, you can send her on.
[CUSTOMER][NEUTRAL] Oh, OK, here she comes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is [PII] in the claims department. How can I help you today?
[CUSTOMER][NEUTRAL] OK, so, uh, I'm sure you're familiar that y'all used to have the wellness benefit and so I would get on there and I would just, you know, go to the wellness benefit and I would um type in like, OK, so for dental I would type in my daughter's name, um, click on her name and then type in the, the dentist and her phone number and the date that she went and then y'all pay the benefit for that. And so when I got on there before [PII] in November.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, I could not find that option anymore and when I called they said that we were no longer using y'all for that, but that if I had anything, um, before [PII], I think that I could go ahead and file it and so she had me just fax it's just a printout from my husband's doctor of his 14 visits and then she said they would go through them, you know, and check them to pay out the benefit, but I never heard anything back. I don't even know if they got my fax.
[AGENT][NEUTRAL] OK, and this is on [PII], right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let's.
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] Yeah, and it has the, you know, the um data service and the doctor and then I wrote the doctor's phone numbers on the bottom because that was the information that they asked for when you uploaded it yourself, you know.
[AGENT][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] So we still have our cancer and our accident policies that's still through y'all, but just our wellness benefits are not through y'all anymore. Would that be right?
[AGENT][NEUTRAL] Um, let me look to see what, uh, what y'all have if anything through us.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Yeah, it looks like, um, yeah, it looks like your accident and your um cancer policy both canceled on um [PII].
[CUSTOMER][NEUTRAL] Cause it still gives
[CUSTOMER][NEUTRAL] And we're with somebody else.
[AGENT][NEUTRAL] Right, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um we did not receive that fax on [PII]. Is there any way you could fax that again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, I can. What would it be better to fax it or would it be better to scan it and email it?
[AGENT][NEUTRAL] Um, we don't accept, um, claims via email. You'd, you'd need to fax it, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] OK, I can do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][POSITIVE] You're so very welcome, [PII]. Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, hey, give me, let me make sure this is your facts. Is it the [PII].
[CUSTOMER][NEUTRAL] 3659423
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][POSITIVE] Mhm. OK. All right. Thank you, ma'am. I'll refax it.
[AGENT][POSITIVE] Thank you. Is there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Thank you. That's it. That's it.
[AGENT][POSITIVE] All right. Thank you for calling APO. You have a wonderful day.
[CUSTOMER][POSITIVE] All right, thank you. Yeah, you too.