AccountId: 011433970860
ContactId: 283afb2a-4427-4bfb-bc79-59c0879c4c6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210100 ms
Total Talk Time (AGENT): 91046 ms
Total Talk Time (CUSTOMER): 135572 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/283afb2a-4427-4bfb-bc79-59c0879c4c6f_20250304T17:17_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in group billing. How are you doing?
[AGENT][POSITIVE] I'm good, [PII]. How are you?
[CUSTOMER][NEUTRAL] Hi, I'm doing good, thank you. So I have kind of a um a complicated situation here um so I have a broker on the line and she's calling for the group. She says that the group has been receiving, well, so the group contact is the same person, um, let me give you her policy number she has a policy also, um, and I think it might be related to her policy, not the group, um, so the group, the policy number is 216.
[CUSTOMER][NEGATIVE] 1391 it's for [PII] Dear so she says that she's been getting a refund check every month um for $600 even she doesn't have any check information she lost the checks so I can't look any checks up um but at the group level, you know, we haven't refunded anything.
[CUSTOMER][NEUTRAL] Um, and so the lady that I have on the line, the agent, um, is [PII], she says that she thinks it may be for the, um, dependent listed on this policy for [PII], and I didn't know if you guys could check and see if you had sent any refunds out for them in in that amount.
[AGENT][NEUTRAL] Does she have a
[AGENT][NEUTRAL] A data service? Is it coming from American Public Life?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's what she says. I mean I try to get some more information from the group you know can they give us the check number any information she don't even have the checks anymore so I can't look it up, you know.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I don't even see anything that's being sent out to her like to the, because we have a P1, P2 is for the provider, P1 is for the insured.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because she says she's getting it in her name [PII] is getting it in her name, but I don't know what to do if she doesn't have the check information I can't look anything up, you know, and I, I don't see there's nothing at the group level.
[AGENT][NEGATIVE] Right, a claim number or something. There's not even a refund claim in process.
[CUSTOMER][NEUTRAL] OK, OK, well I'm gonna let her know that and I'm gonna tell her, you know, if she can locate any information then we can look it up or if she gets another one.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, because like a claim number or date of service, like is there a letter being um sent out to us to her in regards to APL explaining, well, um, does she have an online account? Can she access that to verify which claim it is because every claim that I'm looking at under part one and two.
[CUSTOMER][NEUTRAL] Clam.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I just see, we just been paying a provider.
[CUSTOMER][NEUTRAL] Paying the provider, OK.
[AGENT][NEUTRAL] Unless the providers are sending her a check because.
[CUSTOMER][NEUTRAL] I wonder
[CUSTOMER][NEUTRAL] Does it tell you the amount?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Because she says they're all for $600 like even.
[AGENT][NEUTRAL] Let me go, hold on, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, OK.
[AGENT][NEUTRAL] I don't see anything for $600 for [PII].
[CUSTOMER][NEUTRAL] I'll let her know that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't even see anything being sent to the insured. Let me check and see if she has another policy.
[CUSTOMER][NEUTRAL] Yeah, that's so crazy.
[CUSTOMER][NEUTRAL] I wonder if she's mistaken it for some another carrier or something.
[AGENT][NEUTRAL] Probably for her primary insurance company or the provider itself that may be sending it to her because it's.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But I'm gonna look and see if she has another policy with us. No, this is the only policy. I don't see anything.
[CUSTOMER][NEUTRAL] I'm gonna ask her to check on that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, well I really appreciate you looking into that with me and I will let her know that we just really kind of need more information uh to be able to look it up.
[AGENT][NEUTRAL] Yeah, we definitely gonna need more information.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII].
[AGENT][POSITIVE] You're welcome thank you have a good day.
[CUSTOMER][POSITIVE] OK, thanks you too bye.
[AGENT][NEUTRAL] Bye.