AccountId: 011433970860
ContactId: 0a5ab171-16ff-4448-852a-d5edd1c8bb2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1172890 ms
Total Talk Time (AGENT): 278146 ms
Total Talk Time (CUSTOMER): 793916 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/0a5ab171-16ff-4448-852a-d5edd1c8bb2c_20250122T22:06_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thanks for calling AP. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. This is [PII]. How are you doing today?
[AGENT][NEUTRAL] I'm doing OK, and yourself?
[CUSTOMER][POSITIVE] Doing good, finally doing good, girl. I've had pneumonia and been sick for like the last 5 weeks, but I'm finally better. I can
[CUSTOMER][NEUTRAL] I halfway talk without coughing, but.
[CUSTOMER][NEUTRAL] Anyway,
[CUSTOMER][NEUTRAL] I am getting better, but I have an insured on the line on a cancer policy. She's got some questions. Let me get back over there. I have Mildred Hoover on my line, policy number 00792803.
[AGENT][NEUTRAL] And what's her phone number?
[CUSTOMER][NEUTRAL] Phone number is [PII] and I have verified her information. She's just got a bunch of questions up.
[AGENT][NEUTRAL] OK, you can send it through.
[CUSTOMER][POSITIVE] Alright, thank you so much. Have a good rest of your day.
[AGENT][NEUTRAL] You as well.
[AGENT][NEUTRAL] Good afternoon. Thanks for calling Apis [PII]. Am I speaking with Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the rep said that you had a question about your policy.
[CUSTOMER][NEGATIVE] Uh, it's about a claim that I filed almost a month ago, and I've talked to at least 3 or 4 people during that time. First of all, I sent one and it came back because I had not been notified that the claim you sent every year has been like 20 something years, probably more than that, that I filed it every time I have a mammogram and you get to send your claim in, and you're supposed to get $75 for that. Uh, but
[CUSTOMER][NEUTRAL] Uh, I've talked to several people. One lady said was on call and I have not received it yet.
[CUSTOMER][NEUTRAL] And it's been, uh, ever since [PII].
[CUSTOMER][NEGATIVE] Uh, I've been working on it. I know, you know, the offices are closed some and all that too. But the lady that was in the mail, the last one I spoke to, and I'm, I mean, it's really disgusting. I've called so many times, but I don't know what the mail, I don't know what's happening, but I have not received anything.
[AGENT][NEUTRAL] So, you're saying you haven't received the last one that we mailed out, um.
[CUSTOMER][NEUTRAL] The check that you get $75 for the claim that you send in when you have your mammogram uh every year.
[AGENT][NEUTRAL] Yes, ma'am. So I'm saying you haven't gotten the one that we mailed out on the [PII]?
[CUSTOMER][NEGATIVE] I haven't received anything, man, in general I have not seen the check.
[AGENT][NEUTRAL] So, but I'm saying, what is the, when is the last time you received a check?
[CUSTOMER][NEUTRAL] I've done it every year. Last year, I've seen it, I've done it every year for over probably, I don't know how many years now, ever since I've paid the insurance.
[AGENT][NEUTRAL] I know, I know what you're saying, but I'm saying, when's the last time that you received one from us that you filed because I'm saying, I'm showing that you filed, um, you filed.
[CUSTOMER][NEGATIVE] No, the sender from [PII], when I send it in to the office, like, like, they just changed it up this year. Normally, I send it to [PII]'s claim, [PII], but they uh changed it to [PII], but nobody informed me. So when I sent it the first time, which was before [PII], uh, it finally came back through the mail because of the Christmas holidays and stuff. I talked to a representative. Her name was um
[CUSTOMER][NEUTRAL] Uh, [PII] and uh let me see, that's [PII]. That's how long it's been. And uh she said that they had moved, I mean, the claims come to [PII] now, but I had not been informed of that. So the senders from [PII], it came back and I resent it, right, right away.
[CUSTOMER][NEUTRAL] And, and that still has not, it not come up yet. And that's been since [PII].
[AGENT][NEUTRAL] OK, so I'm saying which, which payment for what year are you referring to for December, I mean for [PII] payment?
[CUSTOMER][NEUTRAL] Excuse me, ma'am. I, I can't understand what you're saying.
[AGENT][NEUTRAL] Are you referring to the payment for 24 for your mammogram?
[CUSTOMER][NEUTRAL] Yes, because that's when it was sent in.
[AGENT][NEUTRAL] OK, but I'm, I'm saying we mailed it, we mailed the payment out on [PII], so that was like two weeks ago.
[CUSTOMER][NEUTRAL] But I've been waiting this long.
[CUSTOMER][NEGATIVE] Well, ma'am, I, I have not received it cause I just called uh uh.
[CUSTOMER][NEUTRAL] Was it
[CUSTOMER][NEUTRAL] The last time I talked to a person, it had to be maybe, maybe, maybe 2 weeks.
[CUSTOMER][NEUTRAL] And I had not received it, cause this is, we know the date now, [PII]. And so I filed it. I filed it and I talked to [PII].
[CUSTOMER][NEGATIVE] And uh to try to get my so I can get everything in for the 2nd time. I have not received it yet.
[AGENT][NEUTRAL] Can you, can you verify your address, please?
[CUSTOMER][NEUTRAL] Uh, 10, you, you want my address?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. So we mailed out a payment on [PII] to that address, um, for $75. So since the address is correct in our system, we have to wait 30 days, um, and if you haven't received it by then, then you can call back and we can cancel it, but we can't cancel right now because that is the address that we sent the $75 to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, ma'am, can you understand my point? This is the 2nd time I've sent it because what, what you hear me out. First of all, I should have been notified that there was a switch in sending the uh the uh claim.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Because I would not have sent it. Then I had to wait till that came back, but I called just before, uh, I mean, after I did it, something just said call to make sure. And I talked to [PII], and she wrote notes, you can tell. She said that they will be closed for [PII] and uh she gave me the fax number [PII] for me to send back the papers that I had sent already to uh to the office here in [PII].
[CUSTOMER][NEGATIVE] So now you're telling me if I don't get the check, then I have to wait 30 days to get it and you have the information here that I tried to, I did what I'm supposed to do.
[CUSTOMER][NEUTRAL] I did everything I was supposed to do.
[AGENT][NEUTRAL] No, ma'am. I'm not saying, I'm not saying, I'm saying that we sent that the check on [PII] and it was sent to the correct address.
[CUSTOMER][NEUTRAL] OK. Well, I don't have it. I don't have it. It has not been, if you check, it has not been cashed because Mildred didn't get it. Mildred Hoover did not get it at [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, and I'm saying that since we sent it to the correct address, we can't void the check until um it has been 30 days. That's what I'm stating, that's um.
[AGENT][NEUTRAL] That's what the policy is, I mean.
[CUSTOMER][NEUTRAL] And, and when do you say, when do you say the check was sent out?
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] How long is it, how long does it take a check for a check to get to that you would say is it 7 days, 3 days, 4 days, or what?
[AGENT][NEUTRAL] It just really depends on the, the post office in your area. I can't really say, I mean, the time frame, but like I said that's when it was mailed out, so you would have to um have a long year for your area take like say we like is this our policy that once you send out a check if it's sent to the correct address, we can't void it and resend it out until after that time frame.
[CUSTOMER][NEUTRAL] I I I I understand the policy, but number one, this would not have happened if uh APL had sent a notification that the claim would be going to [PII] instead of [PII].
[CUSTOMER][NEUTRAL] And I have the receipt that I got I've been getting it from [PII] uh for years. So, I mean, you mean to tell me, I understand the policy, but now sometimes you have to make an exception. The check check had not been cashed by me, and I didn't send the check, but I do the check because I paid the insurance. It's time for me to pay the insurance. How many times have I paid it now since I sent the claim?
[CUSTOMER][NEUTRAL] So I don't know if I need to talk to somebody else or not, but somebody needs to find out what's going on because I don't know. I have the information when I call people, talk to them, and the last time that the lady said, just give it a few more days, and I guess that was [PII], and I waited and waited and waited, and I'm still waiting.
[CUSTOMER][NEUTRAL] So I don't know who I need to talk to, but to find out, I mean, policy, policy, but now, you have to think about me as well. I pay my note promptly every month. I've been paying it for over probably 20 years. It was probably more than 20 years cause I got that way a long time ago.
[CUSTOMER][NEGATIVE] And so, now, you know, I don't know what's going on, but I have not received anything.
[CUSTOMER][NEUTRAL] Here.
[AGENT][NEUTRAL] Yes, I'm going through the notes on the policy, um, to see when the last time you spoke to somebody. Um, give me one second.
[AGENT][NEUTRAL] Because our address has been changed to go to [PII] and that's been about 4 years already, so, um.
[AGENT][NEUTRAL] Uh, let me see here.
[CUSTOMER][NEUTRAL] Uh, well, I don't, uh, uh, uh, well, I was sending the man, the last one I got came from [PII].
[CUSTOMER][NEUTRAL] And when I spoke to the lady, I wrote everything down. I have it typed up right here. She gave me the address, APL claims department, [PII]. And so, you sure that I got, you, you got it because you're just saying you sent the check out. And then she gave me, I, I wrote, I spoke with [PII] on [PII], and she gave me a fax number.
[CUSTOMER][NEUTRAL] If I could, uh, if I had used the fax, but I just put it right back in the mail after I got all the information I had to make.
[CUSTOMER][NEUTRAL] More copies to do that.
[CUSTOMER][NEUTRAL] And I send it right back up.
[AGENT][NEUTRAL] Yes, ma'am. I'm
[AGENT][NEUTRAL] I'm seeing the note when you called in [PII] and she provided you the correct address and the fax number and we received the claim.
[AGENT][NEUTRAL] Um, excuse me.
[CUSTOMER][NEUTRAL] And I called, it wasn't a couple of weeks cause we talked. It had, I think it was last week. Now, uh, the lady, uh thought every time you talk, you should have a record, uh, I would think. She just said, wait a few days, and I'm sure I, I can't think her, of her name right now. I didn't write it down because I'm thinking, well, it'll be in any day now.
[CUSTOMER][NEUTRAL] So, things happen in the mail.
[CUSTOMER][NEGATIVE] But I didn't receive it. And uh it's been a long time now.
[CUSTOMER][NEUTRAL] Since I filed it and I don't have the check.
[AGENT][NEUTRAL] Yes, ma'am, so like I said, going back to the note, the note, the last time you, I mean, when you spoke to her in December, that was [PII]. We received the claim.
[CUSTOMER][NEUTRAL] I went
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, on [PII] and we process the claim two days later and so like I said, I mean we sent out the, the payment on the [PII], so I mean, um, like I said at this time like I said.
[CUSTOMER][NEUTRAL] You sent out a payment on the [PII]?
[CUSTOMER][NEUTRAL] Uh, well, when I talked to the lady, I just talked to her and it still hadn't come. cause I, I talked to her, what is the date today? It's, it's the [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Today is the [PII] is the [PII].
[CUSTOMER][NEUTRAL] Today is the [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Now,
[CUSTOMER][NEGATIVE] Something must have happened in the mail. Now, I mean, I'm not the one that's in, but somebody need to find out what happened because, I mean, that's, that's not on me. I've done what I'm supposed to do, and I really would like to get my claim.
[AGENT][NEUTRAL] Yes, ma'am I understand we haven't received the check back. I mean, um, so I mean you would probably have to check with your post office, but we haven't received the check back because I mean it's not showing up in the it is showing that we sent it out and there's nothing that has come back from your post office.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEGATIVE] Well, I'm gonna call somebody tomorrow uh there and try to find out what's going on because I, I mean, I'm not feeling too very well about this now. And I know things happen, but I pay my bills.
[CUSTOMER][NEUTRAL] It made quite a bit for $75 every month when I get a mammogram. So,
[CUSTOMER][NEGATIVE] I, right now I'm not really happy about this at all. And uh because I've been calling and calling and well it's in the mail. Well, then maybe somebody need to try to find out.
[CUSTOMER][NEUTRAL] Because it, you know, if, if the check has not been cashed.
[CUSTOMER][NEUTRAL] Then it's, it, it's somewhere.
[AGENT][NEUTRAL] Like I said, it hasn't, it hasn't been, yes, ma'am. It hasn't been in cash like I said, I looked in the system and we don't have the checked bag, so, um, I mean, your post office most likely has it like I verified your address and that's the address that we did mail it to on the [PII]. So I mean, if you wanna contact your post office tomorrow and find out, I mean, if they have it because like I said, we sent it and we haven't received it back.
[CUSTOMER][NEUTRAL] Well, I don't know if there's any other way to file, but I might have to do some time. I'm gonna call somebody tomorrow because I'd rather for it to do, however they have to do it electronically or whatever because I've never had this problem before. I wish it had stayed in [PII] because I never had this problem, and it would be a, a few days, like when they get, get it to you.
[CUSTOMER][NEGATIVE] And uh this is the first and the worst, uh, because, I mean, there's a lot of pressure on me, it's a lot of stress. Everything is so stressful now. Now you gotta go try to go to the post office, but, you know, there's one letter that I don't know what they're going to say.
[CUSTOMER][NEUTRAL] But I know
[CUSTOMER][NEUTRAL] And what is your name so I can take notes? I take note of that and I should have gotten other lady's name that I talked to. What's your name, ma'am, if you don't mind.
[AGENT][NEUTRAL] My, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am, I'm on [PII] on um on this team.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, you can't give your last name?
[AGENT][NEUTRAL] It's the last initial is [PII]
[AGENT][NEUTRAL] Like I said, there's, I'm the only [PII] my last initial is [PII] I'm the only one, the only [PII].
[CUSTOMER][NEUTRAL] It's what now?
[CUSTOMER][NEUTRAL] OK, [PII] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And today is what day is this?
[AGENT][NEUTRAL] Today is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Because so
[CUSTOMER][NEUTRAL] Uh, I mean, after I go to the, uh, uh, I mean, you, you gotta wait to see the check cashing in 30 days after supposed don't suppose it is, might be cash by somebody in the mail. I don't know, but it's not my fault.
[AGENT][NEUTRAL] Yeah, so basically, um, if the, if you haven't received the check within 30 days and if it's showing that it, it's cash, we are, we are.
[CUSTOMER][NEUTRAL] That's what I'm saying.
[CUSTOMER][NEUTRAL] You're going in, you're going in and out. I can't, I can't hear you. You, you're going in and out. What did you say?
[AGENT][NEUTRAL] No, I'm, I'm stating you, you're asking a question about the time frame, so I was stating if it's cash within 30 days and you didn't cash it, we're able to track.
[AGENT][NEUTRAL] We are able to look up the cash check to see um what bank and who signed the check, if you haven't received it.
[CUSTOMER][NEUTRAL] No, it's not an if. I, I understand what you're saying.
[CUSTOMER][NEGATIVE] But no, cause I wouldn't be calling for $75 even though I need it. Uh, I wouldn't be calling this many times and going through all of this because it's a I mean it's not, didn't look very good because claims office, if you change something, you need to let people know that.
[CUSTOMER][NEGATIVE] And this would not have been happening.
[CUSTOMER][NEGATIVE] And so that I've been discouraged. I don't know how many times with the same call over and over again. And uh I was not notified that it should be sent to Oklahoma. No notification at all, just, you know, it wouldn't have happened.
[CUSTOMER][POSITIVE] Cause I always do that and I do it pretty promptly. And if you look back, I've done it for years.
[CUSTOMER][NEUTRAL] And I've had the insurance for years.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEGATIVE] I mean, this is, and, and I'm instead of paying a claim that I'm not getting what I need to be getting from it.
[CUSTOMER][NEUTRAL] And now, you know, going back and forth trying to see to the post office and everything and it's not sure that they're gonna tell you, probably not gonna tell you very much anything because it's going through too many hands. And I think that, uh, you know,
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] I mean, I just
[CUSTOMER][NEGATIVE] This is just different here because I don't know, you know, why they changed it because it's not doing so well, as far as I'm concerned, it's not.
[CUSTOMER][NEUTRAL] Uh, with, with the claims getting back to you.
[CUSTOMER][NEGATIVE] And uh and like I say, it's on them because I pay my bills and I go by the policy, get your mammogram, you're supposed to send all the information in and you get your check.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'll call back tomorrow and try to reach whoever, somebody else, whoever is in charge, or supervisor, whoever it is.
[CUSTOMER][NEUTRAL] Uh, uh, uh, you know, because this, this has been too long, just a lot, you know, there's a lot of
[CUSTOMER][NEGATIVE] Mental stress. You have to keep calling somebody back for this. And um I don't know why it took so long. I mean, you're out for [PII], but you're not out. Most people not a few days and you go back to work.
[CUSTOMER][NEUTRAL] So I'm just looking at the time of [PII]. It's when you received it for the second time, but the first time I went to [PII].
[CUSTOMER][NEGATIVE] And [PII] was not the place it's supposed to be going, and I did not know that. I didn't get any notification, would not have done it. So this is a long time here.
[CUSTOMER][NEUTRAL] As far as I'm concerned. But who is your supervisor, who is the claim, who's in the claim office?
[AGENT][NEUTRAL] We have several.
[CUSTOMER][NEUTRAL] Is there a number for that?
[AGENT][NEUTRAL] It's the same phone number. It's the same [PII] number.
[CUSTOMER][NEUTRAL] Well, uh.
[CUSTOMER][NEUTRAL] The same phone number the uh uh [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, alright, I appreciate you I appreciate you and I'm not, I don't mean to do this personally, but it just.
[CUSTOMER][NEUTRAL] It's just been a, uh a lot because I mean, everybody's going through something a lot, but it's, it's been a lot. And then,
[CUSTOMER][NEUTRAL] I, I, you know,
[CUSTOMER][NEGATIVE] This is just a lot, it's a lot of trouble going on here and uh as far as I am concerned with, with the mail or whatever it is. But uh
[CUSTOMER][NEGATIVE] It's not on you and it's not on me. I just don't have my.
[CUSTOMER][NEUTRAL] My client.
[CUSTOMER][POSITIVE] But thank you and you have a good evening. I'll take care of it tomorrow.
[AGENT][POSITIVE] No problem, Ms. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, it's, it's not. Thank you.
[AGENT][POSITIVE] No problem. Well, thanks for calling A. You have a wonderful day.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye.