AccountId: 011433970860
ContactId: 3c9102a2-aa96-4344-b57b-1617eaf64e1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407000 ms
Total Talk Time (AGENT): 173577 ms
Total Talk Time (CUSTOMER): 190940 ms
Interruptions: 8
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/3c9102a2-aa96-4344-b57b-1617eaf64e1a_20250411T16:06_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII], and um, I had a, I received my letter from y'all about reinstating my policies because I retired and so I faxed all the debit thing back in but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it still shows lapse on the system, which I know it said it would take a little while, but I have some, I didn't, I never paid attention and I have some wellness claims to submit, but I have to wait until it shows that it's reinstated to submit them. Is that correct?
[AGENT][NEUTRAL] Mm, probably not. Um, I can go ahead and look at your policy, Ms. [PII] and see what we can do right now. Um, may I have a callback number just in case we get disconnected and followed by the policy number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, my phone number is [PII], and I have two policy numbers, but the, the oldest one is the, I mean, the newest one is uh 253-597-6.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, Ms. [PII], for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Yes, um, mailing address is [PII], um.
[CUSTOMER][NEUTRAL] What else? I'm sorry. I, I can't remember everything. What else did you say? Uh [PII].
[AGENT][NEUTRAL] The email address, it's OK. It's fine, the email address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you. All right, let's see. Mhm.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When did I get the last email from now on if I received it.
[AGENT][NEUTRAL] OK, are you trying to submit the claim like by mail or by fax or you're trying to do it online?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I was trying to do it online, but then I thought I could do it by mail or fax, so I didn't know um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Which way to do it. And it's some for both policy terms. And I have to submit a separate one for each thing. Like I've had a bone density, I submit that test and who it was. And then that checks X-ray, another one. Each one I have to submit a separate, uh,
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, claim notice on because they're all different doctors.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] If, if they're different doctors, yes. Um, now, um.
[AGENT][NEUTRAL] I have a question, um, let's see.
[AGENT][NEUTRAL] Be me. OK, is this just one year or you're trying to submit multiple years?
[CUSTOMER][NEUTRAL] Um, multiple years for last year also.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK. Um, yes, um, you can go ahead.
[CUSTOMER][NEGATIVE] Cause I, I wasn't smart enough to know I had that.
[AGENT][NEUTRAL] That's fine. It's all right. Uh, Ms. [PII], um, you can go ahead and submit the claim even though the policy is, uh, terminated right now, but you can still go ahead and submit the claim, um, the at least the one for [PII].
[CUSTOMER][NEUTRAL] OK, I
[AGENT][NEUTRAL] The one for [PII] is not gonna pay until we receive that um the payment information and the documents, but the one for [PII] you can go ahead and submit um you can go ahead and submit it by mail or fax.
[CUSTOMER][NEGATIVE] OK, they didn't work for [PII].
[CUSTOMER][NEUTRAL] OK, so anything that was the [PII] just like, OK, the weight on, OK, and I don't know how much is it different amount for each thing? Is it? I didn't, I what I, I don't have my, my certificate so I can't look at it. Do you know, is it different payments for?
[AGENT][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I believe it's gonna be the same benefits each year, but let me go ahead and pull your benefits. OK, one moment.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] OK, I appreciate you helping me.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It's gonna be a minute or two. I'm waiting on the paperwork of the policy, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Let me see if I can see this benefit for screening.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] Looks like it's gonna be 50.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like it's 50 year.
[CUSTOMER][NEUTRAL] 50 for each one.
[AGENT][NEUTRAL] Yeah, 50 for each year, so it's 50 per year.
[CUSTOMER][NEGATIVE] Oh, so if it only pays for like 1 and $50 for the year, so it doesn't pay for multiple, huh.
[AGENT][POSITIVE] One. Correct, yes.
[AGENT][NEUTRAL] No, it doesn't pay for multiple it's just one each year, mhm, yes.
[CUSTOMER][NEUTRAL] OK, I only pay for one of them.
[CUSTOMER][POSITIVE] OK, OK, so $50. OK, that's OK, that's fine. That's what I was trying to see. OK, that's perfect because I was trying to see what dates to put down and what to do. So, OK, so at least I know it's like I got 100 $150 coming so when I get it, OK, that's fine. Thank you so much. I appreciate your help. OK, all right, bye bye.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. That's good. You uh, is there anything else?
[CUSTOMER][NEUTRAL] No, well, I was just checking if they do have it. They do have it all set up to they'll to draft me then you see where they're processing the reinstatement. You can see that.
[AGENT][POSITIVE] Well, have a good day.
[AGENT][NEUTRAL] Um, I don't see the reinstatement just yet, so I'm not sure if they have received it or not. Um, I see where they sent the letter, but I don't see that it has been reinstated just yet. So we're just waiting on that, OK?
[CUSTOMER][POSITIVE] OK, OK. All right, perfect. OK, thank you. Yeah, because I, alright, I appreciate your help. Thank you so much. OK, all right, bye-bye. Alright, bye-bye.
[AGENT][NEUTRAL] Mm yeah.
[AGENT][POSITIVE] You're welcome. All right. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.