AccountId: 011433970860
ContactId: 226ac35b-42bc-4656-a1c6-4615d2959937
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 599369 ms
Total Talk Time (AGENT): 308844 ms
Total Talk Time (CUSTOMER): 218737 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/226ac35b-42bc-4656-a1c6-4615d2959937_20250129T16:47_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] is in me?
[AGENT][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] OK, how are you doing, sweetie? Yeah, I, I recently, uh, I put a claim in.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And you guys uh submitted two checks to me, but they were submitted to a wrong address.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, we can take a look at that.
[CUSTOMER][NEUTRAL] I, I've been, I
[CUSTOMER][NEUTRAL] I, I moved from there almost 3 years ago.
[AGENT][NEUTRAL] Oh no, OK.
[CUSTOMER][NEGATIVE] I thought since I thought since I was, you, you know, since I changed it through the Blue Cross Blue Shield, I thought you guys were affiliated, you, you guys would know, but apparently you didn't.
[AGENT][NEUTRAL] No, unfortunately not yeah OK let's get that pulled up and see what we can do um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] My, my name is [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, you you ready? [PII].
[AGENT][NEUTRAL] Yes, sir. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, hold on.
[CUSTOMER][NEUTRAL] I'm gonna check right now.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The girl from HR sent me uh.
[CUSTOMER][NEUTRAL] To do, OK, you need the policy number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] If it's easier I can start using your social as well.
[CUSTOMER][NEUTRAL] I got claim number.
[AGENT][NEUTRAL] Oh, I can use the claim number.
[CUSTOMER][NEUTRAL] OK. It's uh 352 5.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 738.
[AGENT][POSITIVE] Perfect. OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] And I got the policy number too if you need it.
[AGENT][POSITIVE] That's OK. I was able to find it through the claim number. Thank you though.
[CUSTOMER][NEGATIVE] Oh, OK, bear with me, I'm sick.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Oh, you are perfectly fine. I'm sorry. I know, just about everything's going around right now.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Oh my God, it's change of weather is horrible. I'm in [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh man, I know. OK, I'm just gonna verify some information really.
[CUSTOMER][NEUTRAL] And, and the weather drop.
[AGENT][NEUTRAL] Oh, I know, yeah, I think y'all getting uh colder than us recently. I'm in [PII].
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Yeah, we had snow here. I was like, wow.
[CUSTOMER][NEGATIVE] You know it's bad when it's snowing in [PII].
[AGENT][NEGATIVE] Uh, my mom is in [PII] and she's, yeah, my mom is in [PII], she's just as appalled.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alrighty, um, just gonna verify some information real quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Thank you and then this might be the incorrect mailing address but um if you're able to verify the mailing address we've got on file.
[CUSTOMER][NEUTRAL] I don't know
[CUSTOMER][NEUTRAL] Uh, the one you got on file is [PII].
[AGENT][NEUTRAL] OK, yes. Alrighty, um, let's go ahead and get that changed. What is your current address?
[CUSTOMER][NEUTRAL] OK. Uh, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and is that still in [PII]?
[CUSTOMER][NEUTRAL] In [PII], yeah, [PII].
[AGENT][NEUTRAL] [PII]. OK, I will get that updated um and then if you're able to verify the email address we've got on file for you uh looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]. OK. Uh, it's uh [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], all small letters.
[AGENT][POSITIVE] Perfect. OK.
[AGENT][POSITIVE] Got it. Alright, thank you so much for verifying that. Bear with me just a moment. I'm gonna go ahead and get your address changed first and then we will take a look at those claims.
[CUSTOMER][NEUTRAL] Now, can you cancel those checks?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEGATIVE] The, the checks, cause you guys send me checks. I, I, I'm hoping you can cancel them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, that's what I'm going to take a look at when they were issued, uh, bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh goodness, yes, OK, um, this one especially looks like we submitted or issued this, this check uh [PII], so no problems there. All right, um, let's see now.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me find that other claim. You said there were 2, correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, there were 2. I believe there were 2, yeah.
[AGENT][NEUTRAL] OK, OK, let me find that other one.
[AGENT][NEUTRAL] OK, yeah, so this one was issued [PII]. OK, so no problems getting those voided and reissued at all um now before I do that though, [PII], I do want to just offer if you're comfortable with it, I always like offering um we do have it to where you can set up direct deposit if you prefer so you wouldn't have to deal with this in the future. OK, awesome OK let's take a look here um.
[CUSTOMER][NEUTRAL] Yeah, yeah, that, that'll be, yeah, that'll be.
[CUSTOMER][NEUTRAL] You need, you need my uh
[CUSTOMER][NEUTRAL] My banking?
[AGENT][NEUTRAL] No sir, so I'm not able to do that for you, but you do have a couple of options as to how you can get that set up. You can use our online portal um there's an option to get it set up there or I can email you a form that you can fill out and then you could just email it right back to us.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Can you do that?
[AGENT][NEUTRAL] Of course, yes, um.
[CUSTOMER][NEUTRAL] OK yeah.
[AGENT][NEUTRAL] Yes, I will get that sent to you um and just this Gmail uh that we have on file for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Uh, did you want me to send it to the um [PII]? OK.
[CUSTOMER][NEUTRAL] Yeah, to the [PII], mhm.
[AGENT][NEUTRAL] Yes sir perfect OK I will get that sent to you first um just get that filled out and sent back to us as quickly as you're able to um so that this payment uh should be able to go directly to a bank account. If not, I'll still make a note that your address has been updated so if for some reason we're not able to process the direct deposit first, that paper check will still be mailed to you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, no rush. No rush. I just don't want, I just don't want the check to get lost.
[AGENT][POSITIVE] OK, sounds good. Well,
[AGENT][POSITIVE] Oh no yeah it's perfectly fine um and we we would have very easy record uh of it not being cleared so that there's no problem there now if you prefer [PII] I can wait if you'd like to submit that direct deposit information first and then maybe give us a call back so that it can have time to process first and then we can reissue these checks that's completely up to you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Either way we could do we could do that. I just hope you bear with me. I'm getting ready to go to the hospital but I does it have to be done right now immediately?
[AGENT][NEUTRAL] No, of course not, um, it's just so OK in that case, so you're not feeling rushed. I'll go ahead and uh submit this reissue. It will most likely send us a paper check though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, that's no problem. And, and
[AGENT][NEUTRAL] OK, OK. Just wanted to make sure what was, what you preferred.
[CUSTOMER][NEUTRAL] And and I I wanna see what we can confirm uh my my address. I wanna make sure that you got my address correct.
[AGENT][POSITIVE] Oh yes, I can read it back to you for sure give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I see, that was.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK. And my email?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, the [PII].
[CUSTOMER][POSITIVE] Awesome, awesome. Yeah, that's it.
[AGENT][NEUTRAL] Yes, sir. OK.
[AGENT][NEUTRAL] Sounds good. All right, so um I will email you that form no rush at all that would just be for future claims, um, and then I will have submit a request to have this, uh, those checks voided and reissued to you to the new address.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] There's no rush. Thank you so much.
[AGENT][NEUTRAL] OK, yeah, of course. Was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] No, my love. No, no. You've been awesome. Thank you.
[AGENT][POSITIVE] All right, yeah, it's my pleasure. Thank you for giving us a call. I hope you have a great rest of your day and I hope everything goes well.
[CUSTOMER][POSITIVE] Thank you. Have a blessed day.
[AGENT][NEUTRAL] You too, bye bye.
[CUSTOMER][POSITIVE] Bye, bye. Thank you.
[CUSTOMER][NEUTRAL] Uh