AccountId: 011433970860
ContactId: 3bf2b868-184a-4d71-8d39-1bc7b279182c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426579 ms
Total Talk Time (AGENT): 147811 ms
Total Talk Time (CUSTOMER): 175547 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/3bf2b868-184a-4d71-8d39-1bc7b279182c_20250226T14:06_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I keep, I got a notice the other day in the mail that said I had a claim that was being processed and I just got a text message this morning that said it was finalized, but I don't, I didn't file a claim recently so I was trying to check on that.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with that claim information. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Um, I, well, I have, I have an expired policy because I switched school districts and it's not showing the one that I, the last one that I had, so I can give you that one.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Because I'm online right now I'm, I'm looking at my stuff online.
[AGENT][NEUTRAL] All right, uh, that's fine if, if you've got that policy number available.
[CUSTOMER][NEUTRAL] OK, it's 242.
[CUSTOMER][NEUTRAL] 3838
[AGENT][NEUTRAL] Excuse me. And what is your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And what is your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Let me just get that claim pulled up because it looks like.
[AGENT][NEUTRAL] This was a for a claim in [PII].
[CUSTOMER][NEUTRAL] Well, that could be true, but I, I didn't think it would have taken that long for them to process it.
[AGENT][NEUTRAL] Well, it wasn't from, let's see when we received the claim.
[AGENT][NEUTRAL] It looks like your claim was submitted on [PII].
[CUSTOMER][NEUTRAL] Of this year?
[AGENT][NEUTRAL] Yes, ma'am. I'm gonna pull that claim up and let's take a look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just one moment.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] It's just taking me a minute. I apologize.
[CUSTOMER][NEUTRAL] No, that's fine.
[CUSTOMER][NEUTRAL] The last minute we get on the boat.
[AGENT][NEUTRAL] So this looks like this came from.
[AGENT][NEUTRAL] This claim was sent in by um.
[AGENT][NEUTRAL] Saint Elizabeth Hospital.
[CUSTOMER][NEUTRAL] Does it say what it was for?
[AGENT][NEUTRAL] Um, looks like gastro.
[AGENT][NEUTRAL] Services
[AGENT][NEUTRAL] Maybe a pathology lab, anesthesia?
[AGENT][NEUTRAL] It's like a surgery maybe.
[CUSTOMER][NEUTRAL] Rendered.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Yeah, it was a, it was a colonoscopy, but that's been forever ago.
[AGENT][NEUTRAL] And it looks like the hospital sent that in.
[CUSTOMER][NEUTRAL] OK, that, that all that's, I don't know what they're doing there because that's all been.
[CUSTOMER][NEUTRAL] That's all been settled.
[AGENT][NEUTRAL] Well, if the, the benefit amount is coming to you.
[CUSTOMER][NEUTRAL] Well, OK. Well, I guess maybe I paid them and they realized that they were supposed to buy all of y'all. So how much was it?
[AGENT][NEUTRAL] That could be.
[AGENT][NEUTRAL] Um, it's the benefit amount is $271.62.
[CUSTOMER][NEUTRAL] Um, OK, alright, well, that's found money I guess. Um, I have a question while I've got you on the phone. Um, I, I, I had the policy number I gave you was for Silsby ISD. I left Silsby at the beginning of this school year and I went to [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] ISD who is under the same East Texas benefits co op and has the same cancer policy. So I took the cancer policy again through them.
[CUSTOMER][NEUTRAL] But I don't, I'm not showing a policy for them.
[AGENT][NEUTRAL] Yeah, I'm not showing it an active policy in our system. It may be through another insurance provider.
[CUSTOMER][NEUTRAL] No, it was the same one, APL.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][POSITIVE] I would definitely check with them.
[CUSTOMER][NEUTRAL] Yeah, I need to check with them, OK.
[AGENT][NEUTRAL] And see
[CUSTOMER][NEUTRAL] Because I know it's through APL, but I I'll check with them.
[AGENT][NEUTRAL] Yes, ma'am. Check with them and see.
[CUSTOMER][NEUTRAL] So do you know if y'all do business with East Texas Co op?
[AGENT][POSITIVE] Yes, ma'am, we do.
[CUSTOMER][NEUTRAL] Well, then I, that's, that's gotta be the same, it's gotta be the same.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Same one.
[AGENT][NEUTRAL] Yeah, now, they may have changed insurance providers. I'm not sure.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] But I would definitely check with your HR department.
[CUSTOMER][NEUTRAL] OK, well, I'll check on that.
[CUSTOMER][NEUTRAL] OK, I'll check on that and my policy is not active anymore now, right?
[AGENT][NEUTRAL] It's, that's correct. Um, this policy termed on 8-124.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, that's what I needed to know. I'll check on that other.
[AGENT][NEUTRAL] And that was the last
[AGENT][POSITIVE] Yeah, and enjoy your, a nice little chick coming.
[CUSTOMER][NEUTRAL] Yeah, I guess so. I guess that where they send in a check or they just put it in my account because that's how they've usually done.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Well, let me check and see if your direct deposit is active and if it is, it'll go to your.
[AGENT][POSITIVE] Thank.
[AGENT][NEUTRAL] Yes ma'am, it will be coming to your bank.
[CUSTOMER][POSITIVE] OK, all right, well, I appreciate it. It took them long enough to file that. mm.
[AGENT][NEUTRAL] It did.
[CUSTOMER][POSITIVE] Alright well I appreciate it.
[AGENT][NEUTRAL] But at least you get a nice little happy.
[CUSTOMER][POSITIVE] This is true. This is true. All right. Thank you, ma'am. Bye-bye.
[AGENT][POSITIVE] Wel[PII], it's been such a pleasure to assist you, Miss [PII]. Anything else you can think of before I, before you go?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Mhm. Bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK, yeah, well, whatever.