AccountId: 011433970860
ContactId: 21354d2d-13a6-40fc-9495-b15fb4b88b83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1793930 ms
Total Talk Time (AGENT): 615300 ms
Total Talk Time (CUSTOMER): 349417 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/21354d2d-13a6-40fc-9495-b15fb4b88b83_20250211T18:20_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] is
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, [PII]. I have a, a question about a um
[CUSTOMER][NEUTRAL] Um, I don't know what to call it, uh, explanation of benefits.
[AGENT][NEUTRAL] OK, so you're the insured and you have a question regarding an explanation of benefits from ACL.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you. And Ms. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Um, policy number is 01087897.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please, Ms. [PII] to get all of your information pulled up.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Ms. [PII], all of, um, I will need to verify your information first for security purposes and also any information that I provide would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And also your home mailing address.
[CUSTOMER][NEUTRAL] My whole mailing address is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] OK, hold on one moment. You said the, what is the city name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Yes, ma'am. Yes, yes.
[AGENT][NEUTRAL] OK. And give me just one moment, please. Um, I need to.
[AGENT][NEUTRAL] Um, the last thing to verify is going to be your email address.
[CUSTOMER][NEUTRAL] OK, my email address is [PII].
[AGENT][NEUTRAL] Now we have a different email on file for you.
[CUSTOMER][NEUTRAL] Oh, it might be my work email, which is [PII], I mean [PII].
[AGENT][NEUTRAL] OK, but there is a Y in your name. You do have a Y because we do not currently have that on the email. It's [PII] [PII]
[AGENT][NEUTRAL] [PII] for your work email?
[CUSTOMER][NEUTRAL] No, it's no, for my work email, I'm sorry, uh, I'm just, I was multitasking. My work email is, is, my work email is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, so yes and that's what we have. We just didn't have the [PII] in it and you had initially said that, so I was just trying to clarify that for you.
[CUSTOMER][NEUTRAL] Yeah, that's because my my Gmail has the my middle initial in it.
[AGENT][NEUTRAL] I got, OK, that's fine. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, how can I help you today, Ms. [PII]? Which claim are you needing assistance with?
[CUSTOMER][NEUTRAL] OK, I have a.
[CUSTOMER][NEUTRAL] Um, um, I have a question regarding the claim, um, I'm trying to find it, the claim number 3559883.
[AGENT][POSITIVE] OK, thank you. Give me one moment to pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes, ma'am, I can see that on this one, there was a benefit process on this claim number.
[AGENT][NEUTRAL] Um, in the amount of $200 that's for two separate mammograms.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I noticed at the bottom when I printed out the explanation of benefits that it has my old address on there.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am, and that's, was it a [PII] address?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, but I just updated, so I'm confused because I just received a check from you yesterday that goes to my current address is my [PII] address.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, let me look at something because I noticed that. That's why I asked you to re-verify again.
[AGENT][NEUTRAL] Um, OK. So this policy number that you gave me is an older policy. Your policy that's currently the active policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It has all the correct information. OK. So because you've had multiple policies, it's like the older policy didn't update in one of the screens on one area I saw [PII], but then I also your street address matched the [PII], but it still had U list and the [PII] list zip code.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] Yeah, actually it is one number off.
[CUSTOMER][NEUTRAL] Where I live in [PII] is [PII], where I lived in you list with
[AGENT][NEUTRAL] Alright, wait, just.
[AGENT][NEUTRAL] Oh, hold on one second. Let me pull that, let me get back into that policy number you gave me. Give me just one second, please, cause I went and looked at the other policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so tell me your correct address one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And now let me, that is what is in the system.
[AGENT][NEUTRAL] Now, let me look at.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So yes, so your address that we had on file for this claim?
[AGENT][NEUTRAL] Does have [PII]. That is what the check was issued to as well, um.
[CUSTOMER][NEUTRAL] Oh my God
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, because I have not lived there in over a year, which means I even though I had mail that was forwarded to it, but it's no longer being forwarded to my current address because I've been living there over a year.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so let me um let me see.
[CUSTOMER][NEGATIVE] And I just noticed that even though I printed it off when I spoke to someone last week, I was like, OK, maybe it's gonna be a day or so off even though it's mailed the same day that I will be getting the second check, right? And so when I looked on it, I was like, oh my God, it has the wrong address on here, even though I knew that I had updated my address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, because this, it did not update on the old policy on this old policy is what happened. So give me just a moment to, I'm looking at some additional information.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, give me just a moment. I'm going to see if there's anything that we can do. Typically, it is 30 days before it can be reissued.
[AGENT][NEUTRAL] Ms. [PII]. Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I'm going to see if there's
[CUSTOMER][NEUTRAL] Yeah, because I don't see.
[CUSTOMER][NEUTRAL] Yes, she asked me last week when I talked to them to make sure that my information was updated so I, I gave them my current address.
[AGENT][NEUTRAL] OK, so one
[AGENT][NEUTRAL] Right, but were you calling in regards to the claim on your other policy? Cause I don't see any notes on this policy.
[CUSTOMER][NEUTRAL] No, I mean, I was.
[CUSTOMER][NEUTRAL] Yeah, but I was just making sure that all of my information to me, all of my information should have been updated in the system. So that's why I was calling because I was like, OK, this is weird.
[AGENT][NEUTRAL] Let me look at your other currently active policy to, to verify a couple of things again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll take care of it.
[CUSTOMER][NEUTRAL] I'm gonna, I have you on speakerphone, but I need to run out of my room right quick to lock to lock some phones, and I'll be right back.
[AGENT][NEUTRAL] Yes, ma'am, you're fine. OK, you're fine. Yes, ma'am, I'm checking on something. That's fine. Yes, ma'am, that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm back, ma'am. I'm sorry.
[AGENT][NEUTRAL] OK, Ms. No, you're perfectly fine because I am still, uh, awaiting on an answer. I'm trying to look, checking, check on this. I'm sorry, I'm falling over my words. Check on this for you to see if there's any possible way that it can be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Um, voided and reissued before that 30 day mark and so I'm just trying to wait on a response for that.
[CUSTOMER][NEUTRAL] Because when I did the claim, when I did the claim, I didn't do two separate claims. I put all of that on one form and it has my current address on there.
[CUSTOMER][NEUTRAL] I didn't know I needed to do it in 2. When I called in the lady I asked her and she said no, you could put it on the same, so I just put it at the bottom of the same claim form.
[AGENT][NEUTRAL] OK, so if you, I can see that you're set up um in the online service center portal.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] To upload your information so you can see all of the previous, you should be able to see the previous policies that you've had. So if in the future if you need to submit under multiple because it shows you like your effective date and term date on each one, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You know you'll need, you need to file under whichever policy number falls within that window of time, but what I'm going to do.
[CUSTOMER][NEUTRAL] Well thank you because you know what, she didn't, she didn't explain that to me last week when I called. I asked her, could I, yeah, I asked her could I do it all on one form and she said yes. So thank you so much because that wasn't that wasn't explained to me.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, I'm sorry about that. There must have just been a little bit of miscommunication. I'm also going to email you, Ms. [PII], a, a user guide for the portal, or did you ever receive one of those before you set up your profile? It's just in addition to giving you the instructions for setting it up, it also tells you how to use it for different things and it explains.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I don't think I did.
[AGENT][NEUTRAL] OK, I'm gonna email you that then because you can add in direct deposit information if you choose, so that if we're able to pay benefits to you, they can just be electronically deposited instead of us having to issue these paper checks and mail them just for the future reference.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and I think, yeah, because I asked her about that, and she said when I talked to her last week and she's like, well you can go on and set that up because this is the first time I've had it where that you could do it direct deposit so I guess I'll go in today because I have my form and just upload the form.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, alright, well, I'm gonna go ahead and email this form to you, Ms. [PII] or this user guide. The email you're gonna receive will come from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm going to put APL online service center in your subject line so that that's easy for you to recognize and I am gonna go ahead and be able to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Have that check verified and request that it be voided and reissued since the system had only partially updated your address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I will put that request in and you know, it will take a couple of days, um just to go through the steps of that, but I'm going to be submitting that in just a moment and I'm going to repeat your address one more time. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. All right. Well, I will certainly um get that request put in to have this check reissued um and
[AGENT][NEUTRAL] Sent out to you.
[CUSTOMER][NEUTRAL] OK, well, I'm gonna go on and like I said um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Submit, um, upload my direct deposit information as well.
[AGENT][NEUTRAL] OK, all right. And you should have that email for me by now because I went ahead and sent it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I don't have my email open. Let me open my email. Let me see.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] You did?
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me just check one more thing.
[CUSTOMER][NEUTRAL] And I'll wait a couple of days and see if they issued the check.
[AGENT][NEUTRAL] What I'm gonna do, I'm checking on one additional thing to see if you're, if you add in your direct deposit information now, since I do have to request that that check, you know, be verified as outstanding and get the approval to void, if we could possibly.
[CUSTOMER][NEUTRAL] Um, if it
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Issue the benefits to go direct deposit if you, if that information is in the system and you can bear with me just a moment if you need to go, I can call you back um but if you can wait.
[CUSTOMER][POSITIVE] No, you're good.
[AGENT][POSITIVE] Are you sure? OK. Well, thank you for your patience while I'm checking on this for you, and I'm so sorry that happened.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] I'm, I'm still waiting on a response to my question on that.
[CUSTOMER][NEUTRAL] OK, you're fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I can email you a form. OK, so because the claim was filed and this policy is no longer active.
[AGENT][NEGATIVE] It's not going to allow us to reissue it via direct deposit. It would if it was on your active policy but not on this.
[AGENT][NEUTRAL] Policy that's no longer active. Now I can email you a direct deposit form that you can email back to our care team and we can get that updated today in the system and then we would be able to do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me clarify one thing.
[AGENT][POSITIVE] You are so patient, Ms. [PII], and I so much appreciate it.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. So, yes, ma'am. I, OK.
[AGENT][NEUTRAL] OK, so I'm fixing to email you this direct deposit form.
[AGENT][NEUTRAL] Ms. [PII], and it's also gonna come from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have put APL direct deposit form in the subject line for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So once you complete that, then you can email that back to our care team and we will get that um entered for you and then as I explained to you, you know, it should be within, we can, gonna kinda mark this as a high priority thing. And it's, once it goes through the verification process that the check is still outstanding and you get forwarded, then it should be with, you know, um.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We should have probably have it done by tomorrow, but one of our team members will call you back once we get it finalized if that's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] That is fine.
[AGENT][NEUTRAL] OK. All right. Well, is there anything else that I can help you with at the moment, Ms. [PII]? Oh, do you wanna make sure that you received that form?
[CUSTOMER][NEUTRAL] No, ma'am, it's fine.
[CUSTOMER][NEUTRAL] I did. I, I heard it click.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, good.
[CUSTOMER][NEUTRAL] Yeah, so that's it.
[AGENT][POSITIVE] OK, well if you have any other, yes ma'am, if you have any other um questions then please give us a call back and we'll be happy to help.
[CUSTOMER][NEUTRAL] Give us a call back.
[AGENT][POSITIVE] You, but otherwise we will get this processed as quickly as we can for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yes, ma'am. You are very welcome and thank you again for calling APL. I hope that you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Are you leaving?
[CUSTOMER][POSITIVE] You do as well, thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you too.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Papa.