AccountId: 011433970860
ContactId: 01befcad-4e2c-4e88-a2a9-3ea10e15a84a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477250 ms
Total Talk Time (AGENT): 116996 ms
Total Talk Time (CUSTOMER): 222103 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.2, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/01befcad-4e2c-4e88-a2a9-3ea10e15a84a_20250305T17:30_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. This is [PII]. How are you?
[AGENT][NEUTRAL] I'm doing fine. How are you?
[CUSTOMER][NEGATIVE] I'm OK. I'm just a little bit frustrated here, um, gone back and forth between American Public Life and Daycare where I had my imaging done about a few times now. Uh, I just got off the phone with Daycare and, uh, they're telling me that the payment that was sent, uh, apparently American Public Life told me that they had sent the payment out to Daycare back in, um, June.
[CUSTOMER][NEGATIVE] When I called to inquire, um, Daycare saying they never received the check, uh, it was never cashed, it was never received, and they're asking if it could be resubmitted correctly and sent to the correct, uh, the correct address. So hopefully you can help me with this, um, maybe, uh, can start by giving you my um member number.
[AGENT][NEUTRAL] Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, 954.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, right now the policy number is 02472984ML8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] And what's your date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and you were just had a question about a claim.
[CUSTOMER][NEUTRAL] Yes, the claim was the date of the date of service was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look that up for you.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hold on just a moment. I'm pulling it up.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I got it pulled up. The check must have went to unclaimed property because we never, they never did get a hold of us or they never did get the payment. So if it's out for so long, it'll go to unclaimed property, um.
[AGENT][NEUTRAL] They need to contact us and give us a correct address to to resend it out to.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You have, you have the correct address because a claim was paid for a claim of another service recently in [PII].
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] It was uh they received, they received the payment that was paid out by you guys on [PII]. I have the check number.
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Um, that was on that was on the EOB. The check number they gave me was 2021517.
[AGENT][NEUTRAL] What's the check number?
[AGENT][NEUTRAL] Let me look up that check number.
[CUSTOMER][NEUTRAL] Yeah, that's the most recent service that I had imaging that I have and it was sent the payment was sent to the correct place and they received it. That's why they gave me that information and said if you all could please uh stop payment on that old that old check that was never cashed and resend them the payment to the correct address.
[AGENT][NEUTRAL] Yeah, I see where it was sent to the same one we sent that one too, so I don't know why they didn't get it, but it was sent to unclaimed property. So we will have to uh get it reissued.
[CUSTOMER][NEUTRAL] Yes, that's what they need. We need you to reissue it we need it to go to the correct address.
[CUSTOMER][NEUTRAL] That the same address that you guys sent it to when you sent this one on [PII].
[AGENT][NEUTRAL] Yeah, that one went to that same address. I don't know why they didn't get it, but both of them went to the same address.
[CUSTOMER][NEGATIVE] Again, I wish I could have the answer to that, but this has been going on for a long time. They don't know either and so only thing that can be done at this point is to, uh, you know, stop that old check that's no one's claimed and send a new check to the right address.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] That's what I said, we'll get it voided and I mean it reissued. It's already been voided. We will get it reissued.
[CUSTOMER][POSITIVE] Uh, that would be wonderful if you could do that as soon as possible. That would be very helpful to me because they keep sending me bills.
[AGENT][NEGATIVE] OK, it'll take at least 3 business days because we'll have to go back and get it reissue, I mean, get it back from unclaimed property.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh reissue it.
[CUSTOMER][NEUTRAL] Yeah, uh, that I understand all that. What is your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] [PII]. OK, just so that I know that I spoke to you today.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, March, whatever date it is today, I think it's [PII] or [PII], yeah, uh, I hope, I hope you can, yeah, I hope you can get this fixed because this is going back to [PII] we're talking quite a over a year now. This is really, really ridiculous that.
[AGENT][NEUTRAL] Just the.
[CUSTOMER][NEGATIVE] You know, if that check, I'm just talking out loud if that check you guys got it back and noticed that it was never, uh, you know, claimed or changed or cashed, why wouldn't it, why wouldn't it be an automatic thing where they would just reissue the check? I mean, you know, it's called.
[AGENT][NEUTRAL] Because it it already went to unclaimed property and we can't reissue it once it goes to unclaimed property.
[CUSTOMER][NEGATIVE] Yeah, OK, well if you could be kind enough to please uh get this done so that I can no longer have to deal with this bill that I shouldn't have been dealing with for the past year now.
[CUSTOMER][POSITIVE] That would be greatly appreciated.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] You too.