AccountId: 011433970860
ContactId: 39e0ce68-5df0-4d46-a504-742994c22ce9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 518130 ms
Total Talk Time (AGENT): 285373 ms
Total Talk Time (CUSTOMER): 185297 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/39e0ce68-5df0-4d46-a504-742994c22ce9_20250220T22:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I have a question about a claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um.
[AGENT][NEUTRAL] I can look at that for you. Uh-huh.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] So do you want the claim number?
[AGENT][NEUTRAL] Um, first, if you don't mind, uh, what was your name?
[CUSTOMER][NEUTRAL] What do you need?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. uh, did you say you have the claim number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, I can go ahead and take that.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK, um, it is.
[CUSTOMER][NEUTRAL] 356-568-8.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, uh, [PII], just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, perfect, thank you for verifying that. OK, so for this claim looks like we paid a benefit of $4,688.40. Did you have a particular question regarding this claim?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][MIXED] I did um so I saw that today and and that's awesome but um when I look at the explanation of benefits it says all of the August dates on it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, and so he had 40 treatments that lasted through October.
[AGENT][NEUTRAL] OK, so did you upload all of that information at once?
[CUSTOMER][NEUTRAL] I do, I did it different times. I, I thought that it, um, so I thought it did.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] The first time I uploaded it, I.
[CUSTOMER][NEUTRAL] I didn't realize I had uploaded it all and so I did it again so I've doubled up on some things.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can but they told me when I when I when I called they said it's OK because whatever's uploaded we're gonna go through.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Yes, for sure, OK, let me just go ahead and look at.
[CUSTOMER][NEUTRAL] If I had double stuff OK.
[AGENT][NEUTRAL] What was submitted so I see.
[AGENT][NEUTRAL] Oh, you know what? Hang on just a moment.
[AGENT][NEUTRAL] Yeah, that's probably going to be why so the policy number um that this claim was under, the one that you gave me the claim number that policy terminated August or excuse me, um, [PII], so there is another policy that is currently active that is from [PII] so let me check that one. They might have separated them that way.
[CUSTOMER][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I can see that there's some more in progress.
[AGENT][POSITIVE] Yes, OK, I see that too. Awesome, um, well, actually.
[AGENT][NEUTRAL] It looks like they might have just finished today.
[AGENT][NEUTRAL] Because I think, yes, OK, so these are from um I see dates from [PII].
[CUSTOMER][NEUTRAL] Well, the
[AGENT][NEUTRAL] Oh my goodness, yeah, this one has quite a bit so this is September and so we did go ahead and pay this benefit um it it may not reflect on the online system yet. It looks like it just finished processing, so there are two others, um, I can give you those claim numbers if you'd like.
[CUSTOMER][NEUTRAL] Um, OK, and then it'll probably show up tomorrow I'm assuming?
[AGENT][NEUTRAL] I would at the latest I would imagine.
[CUSTOMER][NEUTRAL] Yeah I mean the the the information.
[AGENT][NEUTRAL] Yeah, at the latest I would imagine, but I can go ahead and give you what I see.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, and what's the claim numbers that are in progress?
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Yes, so this one is 356-578-87.
[AGENT][NEUTRAL] And I'm showing this one covering dates of service from [PII] through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like the [PII], so the basically the month of September and for this claim we paid a benefit of $7,136.
[AGENT][NEUTRAL] And then let me get this other one pulled up. We'll take a look here, OK, and here we go. So this one's August or excuse me, October, um, OK, this claim number is 35.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] 65838.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this 10 there's one date from, yes, there's one date from September, but it's mainly October, um, and for this claim we paid a benefit of $2,497.60.
[CUSTOMER][NEUTRAL] That's the [PII].
[CUSTOMER][NEUTRAL] Oh wow, OK.
[AGENT][NEUTRAL] Yes, so I don't.
[CUSTOMER][NEUTRAL] And then the one today from August is 4000.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 68,840 wow.
[AGENT][NEUTRAL] Right, yes, but these other ones looks like again that they just finished processing, um, so this is the correct information it's just may not reflect on the online portal right away.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] But it looks like I'm not sure that you had a direct deposit set up.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] Well, I do.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Can you not see that? We might have to check that out.
[AGENT][NEUTRAL] Oh you do on this one, OK.
[AGENT][NEUTRAL] Yeah, OK, I think you do on this newer one, so this is where it gets a bit confusing and I apologize ahead of time, as I told you, the older one that you saw first, that was that $4000 claim, that was an older policy that terminated last September, so you have one that's currently active. It's a different policy number on that one I do see we have direct deposit information. The other one that just paid that $4000 that one is going to be sent as a paper check.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I do have that check number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, sorry about that. I know it's kind of confusing but.
[CUSTOMER][NEUTRAL] OK, that's OK.
[CUSTOMER][POSITIVE] Well and it's funny that I, I mean whenever I started looking at that one I was like well I don't know if y'all saw the September and October ones but then that makes so much sense that that's when the policy starts one ended and one started wow OK that makes lots of sense and so.
[AGENT][NEGATIVE] That they would break it that way, yeah, mhm.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Yeah it's a bit confusing but yeah.
[CUSTOMER][NEUTRAL] So we'll, we'll, um, look for the check in the mail for the [PII] and then the other two will direct deposit that?
[AGENT][NEUTRAL] Yes, um, mhm.
[AGENT][NEUTRAL] I believe so. I do see that set up on this current policy as it just finished processing. I don't see that information just yet um but I imagine it does because I again I see that information here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So and it looks like that the $4000 the check, excuse me, claim number that you gave me, um, that finished processing yesterday, so that looks like it was just that was when it was mailed out um if you haven't received it within 30 days of that check issue date you can give us a call we'll void it and reissue, and maybe we before we do that we can see if we can do direct deposit instead.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just in case.
[CUSTOMER][NEUTRAL] OK, uh, OK.
[AGENT][NEUTRAL] Alrighty, did you have any questions for me, [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] No, no, I don't. You've been most helpful. That totally clears it up in my mind, OK.
[AGENT][POSITIVE] All right, yeah, of course.
[AGENT][POSITIVE] I'm glad. Alright, well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] That's good.
[CUSTOMER][POSITIVE] Thank you so much. OK. Uh-huh, bye-bye.
[AGENT][POSITIVE] Of course thank you bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.