AccountId: 011433970860
ContactId: 0eb801b9-4ac4-40e2-8fb1-15b651319a42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391420 ms
Total Talk Time (AGENT): 149794 ms
Total Talk Time (CUSTOMER): 237489 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/0eb801b9-4ac4-40e2-8fb1-15b651319a42_20250317T21:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is you. May I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII], and I have my policy number available, uh, first if you would like that.
[AGENT][NEUTRAL] Uh, yes, ma'am. What's your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] 00408307
[AGENT][NEUTRAL] OK, thank you. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] R. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. And how may I assist you today?
[CUSTOMER][NEUTRAL] OK. I can't remember if, OK, let me back up a little bit. I sent in, I think it was 3 or 4 mammogram, um.
[CUSTOMER][NEUTRAL] Bills or invoices to show that I'd had a mammogram. I have the cancer policy that I have or that um my husband and I have covers mammograms.
[CUSTOMER][NEGATIVE] The first check y'all mailed to me, I lost. And I called back to tell you that I had lost it and I had to wait so many months to get the other one replaced. So I need you to look in your records to see if you ever mailed me that check because I don't remember it. So I'm trying to close out that part of my brain that's wondering if you did or you didn't.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and Miss, no, I get it. And Ms. [PII], uh, verify your date of birth and mailing address for me, please.
[CUSTOMER][NEUTRAL] That makes sense.
[CUSTOMER][NEUTRAL] OK, [PII]. Um, my mailing address is uh [PII].
[AGENT][NEUTRAL] OK. And this was for several dates, uh, several years of
[CUSTOMER][NEUTRAL] Yeah, like back to I forgot how far she told me I could go back to 21, I think, the last person I talked to, I'm not real sure about.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. It looks like they void that track, so I'm assuming they reissued. Give me one moment.
[CUSTOMER][POSITIVE] OK, if they did, that's great. I just, it happened to cross my mind. I said, well, I'm gonna um double check that.
[AGENT][NEUTRAL] Uh, yes, ma'am. It looks like it was void and reissued on [PII].
[CUSTOMER][NEGATIVE] And it was far and it was returned or whatever you have it, uh, what's the word? uh.
[CUSTOMER][NEUTRAL] Well, I'm looking when you say you have it reconciled or it it shows that it was cashed.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, let me check and see Tuesday.
[AGENT][NEUTRAL] Let's see
[AGENT][NEGATIVE] Uh, it doesn't show that it's cleared, but it was, well, from my system, it doesn't show that it's cleared, but y'all still have not received that?
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] No, no, ma'am. That's what I was calling about. Uh, if you need to check another system or someone else's system to see if they have it, I mean, I understand that, but um,
[AGENT][NEUTRAL] Uh, I'll have to send a request to our finance department and they can verify it showing it's cleared on our end. Um, but I will say, um, since your husband is the policyholder, he can fill, fill out a direct deposit form to where any
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any um future claims can can benefits can be sent via direct deposit instead of a physical check.
[CUSTOMER][NEUTRAL] Future claim.
[CUSTOMER][NEUTRAL] OK, OK, he's not here right now uh are are there one of those online that he could use?
[AGENT][NEUTRAL] Uh, yes, ma'am. Under our website under claims and forms.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] It does have it to where he can fill out the form or uh if he is set up on our online service center, he can fill out that direct deposit information. I think I do believe it has to where he can have that added.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well I've got you on the, if you can check that for me, but I had one other.
[AGENT][NEUTRAL] But um,
[CUSTOMER][NEUTRAL] Question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I'm looking at page 3 of the.
[CUSTOMER][NEUTRAL] I guess it's called a little policy book thing that y'all sent me, the APL, uh, expanding the benefit horizon. I mean, it's just a little booklet of all these things. And it's got the policy number that I called out to you. And the effective date was [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] So was, I thought we had that policy before [PII]. That's what I was gonna see. It doesn't really matter because we're past, you know, the age of when we took it out and everything, but I thought we took it out before then.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um, there was a policy previously, um, looks like it.
[AGENT][NEUTRAL] Looks like it was from [PII], and then it switched on to this policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and then we and then OK, then you'll probably switch to a new OK the one I have then is.
[CUSTOMER][NEUTRAL] The new one is what you're saying. The little book that I have this goes with, uh, OK. All right. Just want to double check that. I, we don't use y'all very often, but, uh, anymore, thank goodness. But uh I just wanted to verify that. So thank you so much. And I, I'll wait and see if I get to check in, and if I don't, I'll call back.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. I'll send a request, uh, so they can look at that and verify. Usually it takes about 3 days, but what's a good callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII], the same one I gave you [PII]. Yes.
[AGENT][NEUTRAL] Oh, you did get that to me. [PII]. OK. Um, if it has not cleared, um,
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] I'll give you a call.
[CUSTOMER][POSITIVE] Have to go through the reissuing process. OK. All right. Thank you so much. I don't know what happens to them, but thank you so much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I will say, uh, I don't know if your husband has set up on our online service center, but if he can set up on there, um, that would be helpful as far as any checks, yeah.
[CUSTOMER][NEUTRAL] Yeah, he hasn't, but I'll I'll ask him about it. OK, thank you. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. Bye. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK.