AccountId: 011433970860
ContactId: 36ea8a5b-84a2-42cd-a559-f2c40c271c9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 533039 ms
Total Talk Time (AGENT): 87707 ms
Total Talk Time (CUSTOMER): 286228 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/36ea8a5b-84a2-42cd-a559-f2c40c271c9a_20250123T21:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, her name is [PII]. And I filed a time uh
[CUSTOMER][NEUTRAL] [PII], I found one earlier than that.
[CUSTOMER][NEUTRAL] I live in [PII], and I was, had not been notified that you had to send the claim to Oklahoma, because I've never had this much problem. Uh, you just send the claim and and in a few days, you receive the money. But I talked to someone.
[CUSTOMER][NEUTRAL] Yesterday I was trying to find out if it's someone that was in charge of the claims, the whole department for claims. That's who I need to speak with because I was told, excuse me, I was told it um well I might be in the wrong department. Am I in the right place for this? I'm sorry.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Is it for
[CUSTOMER][NEUTRAL] I mean, am I speaking to?
[AGENT][NEUTRAL] A medli claim?
[CUSTOMER][NEUTRAL] I thought
[CUSTOMER][NEUTRAL] a million.
[AGENT][NEUTRAL] Medlink
[CUSTOMER][NEUTRAL] Uh, well, it's, it's the claim for the, for the mammogram. When you, when you belong to American Public Life, um, then every year after you have your mammogram, you send in a claim to file for $75 to $75 that they give.
[AGENT][NEUTRAL] OK, do you have your policy number, Mildred?
[CUSTOMER][NEUTRAL] Yes, I do. It's
[CUSTOMER][NEUTRAL] It is 792-803.
[AGENT][POSITIVE] OK, let me get this pulled up for you and may I have a good call back number for you?
[CUSTOMER][NEUTRAL] It's the one OK [PII].
[AGENT][NEUTRAL] Thank you. One moment, Miss [PII], let me get your policy pulled up.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Do apologize, the system is slow, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And while I'm waiting for this to pull up, can you verify your date of birth and mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mailing address [PII].
[AGENT][NEUTRAL] OK. It looks like is this a cancer policy?
[CUSTOMER][NEUTRAL] It's a cancel policy, but uh it had the option of uh well, they had, when you ever you take your mammogram, uh you can send in this claim, and I've been doing it for years, probably about 30 now.
[CUSTOMER][NEUTRAL] And uh uh uh the, the claim usually just go to [PII]. That's where I live. And in a few days, it would be back, uh.
[CUSTOMER][NEUTRAL] And uh you will get your $75 that they send to you.
[CUSTOMER][NEUTRAL] And I sent it in, because nobody had told me to send it to um [PII]. I did not know that. And so I sent it to [PII]. I'm looking at the return letter now, and that was
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's what we supposed my, then I called, uh, and I spoke to uh Miss uh [PII] on [PII] because I did the mammogramm in 24. And so, um
[CUSTOMER][NEGATIVE] Uh, this, so I talked to her. She said, told me then that they didn't see it, and then she found out that, uh, it, it didn't come to [PII] because nobody informed me of that. I didn't get any notification. OK, so, anyway, uh, when I spoke to her, that was [PII].
[CUSTOMER][NEUTRAL] And she is almost time, well, [PII], you know, [PII] time was coming and she said that she would be off until, uh, the next, uh, that's what she said. I don't know if it was a Monday or Tuesday or Wednesday when she was going back on the [PII], I think she said.
[CUSTOMER][NEUTRAL] And so, I spoke with her and she gave me the new address and all of this. This was done uh as, as I see it on um
[CUSTOMER][NEUTRAL] I think I just told you I'm looking at.
[CUSTOMER][NEUTRAL] The, the other form that I sent to [PII], that was uh
[CUSTOMER][NEUTRAL] Mm, I think that's it.
[CUSTOMER][NEUTRAL] I think it was the uh [PII], but anyway, I called yesterday and I spoke to [PII]
[CUSTOMER][NEUTRAL] She didn't, she just said it to see when I asked her her name because I needed to talk to someone that maybe was more in charge over this because uh she said they sent it off. They did get it, the, the second claim, they did get.
[CUSTOMER][NEUTRAL] That I filed to Oklahoma, and she said it was sent off on the [PII].
[CUSTOMER][NEUTRAL] And less than 15 days.
[CUSTOMER][NEGATIVE] And I don't know what's happened, but I have not received anything. And had I known that, I would have just done an uh uh electronic draft, uh, because I don't like this mailing like this. I never had this problem before, because that's, that's a long time, 15 days. Today is the [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And I do apologize for that, Ms. [PII]. I am trying to get you over to the supervisor over in the cancer department. So her name is [PII]. So I'm gonna place you on a brief hold and see if I can reach her, OK?
[CUSTOMER][NEUTRAL] Right, uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it, uh, what is her name? [PII], how do you spell it?
[AGENT][POSITIVE] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh yes. Oh, I see.
[CUSTOMER][NEUTRAL] I see. Oh I she spell it S [PII], OK.
[AGENT][NEUTRAL] OK, one moment. I'm gonna put you on a brief hold and see if I can get her. One moment.
[CUSTOMER][POSITIVE] And she's all right, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] She is not available at the present time, but what I can do, I can put your notes in the system and I'll transfer you over so you can leave a voicemail for her to contact you directly. Is that OK?
[CUSTOMER][NEUTRAL] OK, that, yeah, that's thank you for doing that. I'm telling you this is so mentally, oh, OK, but now I'm not talking about you excuse me, I'm just it's been a long time now and now it's been.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am, and I apologize.
[CUSTOMER][POSITIVE] Uh-huh, go ahead. OK, I did go ahead and, and, and I'll transfer you. Thank you so much and you have a good day. Thank you for your help.
[AGENT][POSITIVE] You are so welcome. One moment, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh, I was on the other line. Did you try my team to help with the system?
[AGENT][NEUTRAL] Yes, she spoke.
[AGENT][NEUTRAL] With
[CUSTOMER][NEGATIVE] You are on hold.